How do Hilton treat you as an Elite?

[QF WP]

Jock28, have just sent the following reply (cc'ing the previous Director of Bus Dev and also the person she had cc'ed to her response above):

Thanks for your reply.

Never knew that about the GSM personally showing Diamonds around the property…(good to know as I’ll be Diamond next year, but I’d be a return guest at all of the Hiltons in Australia). As the aggrieved guest was a returning guest, that makes sense – whilst the other person was a “first timer” to your property so he got the tour.

Hmmm, on the point about locating who he is, interesting that he posted the following comment yesterday:

“I received an email from Dallas today (HH HQ I presume) and have said that the property will be in contact shortly. I'm rather amazed they could identify me”

So with the same information, Dallas (Diamond Desk?) were able to work out who he was and contact him, so I’m not sure why you can’t locate the booking – can’t have been too many Diamond members from Sydney on a one night stay (in 7 Nov, Out 8 Nov), who booked a base room and using a NOR1 upgrade, stayed in a Junior Suite.

Your comment about his HH number not being in the booking doesn’t ring true, how else would he have got (to quote him):

“Booked a base room, and chose the NOR1 upgrade to the junior suite”

That means that it is HIGHLY unlikely that his HH number wasn’t in the booking – for him to have been offered the NOR1 upgrade (as a Diamond) – plus his comment this morning online:

“My Diamond number was certainly in the booking. It appeared in 'My Reservations' on the HHonors website. At check in, regardless of chain, I always present my credit card and elite card.”

So I am not sure where the breakdown has been…

If it's all too hard for them, should you want, PM me with your name and I'll flick it to them, to help their search .

 

[QF WP]

Just got this email response:

Thank you for that, NOR 1 upgrades are offered to all guests who make their bookings through the Hilton website not just HH members. I am currently trying to look into this to do all I can to ensure it does not occur again & I have addressed this with my team. If I can be of any further assistance, please do not hesitate to contact me.

Kind Regards,
(name)| Front Office Manager | Hilton Adelaide

 

[QF WP]

As Jock28 has consented to release his name to me, I have fired off another email to the FOM. Hopefully that will help them solve their issues (no handwritten note, presumably no welcome benefit either).

 

[MrJetset]

As Jock28 has consented to release his name to me, I have fired off another email to the FOM. Hopefully that will help them solve their issues (no handwritten note, presumably no welcome benefit either).

So it appears the casefile from HHONORS HQ relates to my failed enquiry, prior to my stay, in getting photos of the suites. This email just arrived:

Dear Mr Jock28
Thank you for contacting the Hilton Customer Care Centre following your recent inquiry of Hilton Adelaide.
Naturally I am disappointed that our team could not be of better assistance to you.
Please let me know what information you require and I will have the team send it through to you as soon as possible.
Yours sincerely
xx_X xx_X


xx_X xx_X | General Manager | Hilton Adelaide
Tel +61 8 8237 0736 | Fax +61 8 8237 0639| www.adelaide.hilton.com
233 Victoria Square | Adelaide SA 5000 | Australia

 

[QF WP]

Hit them up for some HHonor points for the inconvenience and let them know when next you're going to be there, so you get the Upgrade and smoozing from the GSM.

Email the FOM and watch them fawn...

 

[straitman]

Hit them up for some HHonor points for the inconvenience and let them know when next you're going to be there, so you get the Upgrade and smoozing from the GSM.

Email the FOM and watch them fawn...

Maybe we need to advise them that a few others from here are going to visit on 19th November :!:

 

[Bundy Bear]

London Hilton T5.
HH Gold
Nov 13 out Nov 14.
Standard Twin Room.

Received.
Check in at 7:30am,(landed 6:30am) so 7.5 hours early and upgraded to Executive floor with access to the lounge for breakfast.
Breakfast cereals and toast plus 3 or 4 hot items, (scrambled eggs, sausages, bacon, ++) plus regular tea/coffee that was brought over by the server.
There was an afternoon tea service + drinks from 6:00pm to 8:30pm, I was out for dinner and got back at 8:00pm so didn't check out the evening service.
Having breakfast in T5 at the moment, so didn't get a chance to check out the breakfast again.

Will probably stay here again because the service was that good, and the price excellent.

 

[Blackadder]

Maybe we need to advise them that a few others from here are going to visit on 19th November :!:

Just returned from the Adelaide Hilton.
No dramas getting a complementary upgrade from a standard room to a executive floor room (17th Floor) as a HH gold member.

 

[simongr]

HH - Diamond
Hilton Jeddah (Saudi)
Rate - ~$250
Booked - AAA rate standard room

Received:
Early check in (10:30AM)
Given sea view executive room - not executive floor
Access to Exec Lounge but not really that much cop...

 

[drmikki]

HH Gold

Hilton Sao Paulo Morumbi, Brazil
Rate: Thankfully booked on HH points, asking $650 AUD when I booked, asking $1000/night closer to the date! (It's F1 weekend)

Greeted on arrival, letter from manager. Apologies that I couldn't get upgrade due to fully booked.
Breakfast daily, free net, 2 bottles of water on arrival.

Quite a nice property, big gym and decent pool but can get busy in afternoons as open to locals who are members. Reasonable breakfast, lots of fruit and a juicer. The prices for laundry and the business centre are fairly astounding - 42 reals for a dress to be laundered (not dry cleaned!) and 13 reals for underpants - thats $22 and $7 respectively :shock: There is however a washing line in the shower....

Oh, and airport transfer oneway organised by hotel? 250reals ($133AUD). I would recommend the Guaracoop cabs at the exit of the airport - still pricey, but about half the cost (130 reals).

 

[MrJetset]

Hit them up for some HHonor points for the inconvenience and let them know when next you're going to be there, so you get the Upgrade and smoozing from the GSM.

Email the FOM and watch them fawn...

Despite responding to the GM's email informing him of the issues and the stains on the couch he has chosen to respond. What a pathetic property Adelaide turned out to be!

 

[Blackadder]

Despite responding to the GM's email informing him of the issues and the stains on the couch he has chosen to respond. What a pathetic property Adelaide turned out to be!

Hmm can't recall any issues with my room re stains, I guess just a random incidence.

 

[MrJetset]

Hmm can't recall any issues with my room re stains, I guess just a random incidence.

The GM emailed me about another issue. Frankly, any guest who has stains n the couch deserves some form of customer recovery. Let alone, when the property fails to provide the Diamond benefits as well.

I have found *wood and Hyatt to have great responses to guest issues, however it seems the GM Adelaide is just bad management.

I should note this comes 2 years after the property tried to bait and switchme on a suite booking.

 

[serfty]

Despite responding to the GM's email informing him of the issues and the stains on the couch he has chosen to respond. What a pathetic property Adelaide turned out to be!

I presume you mean:

"... and the stains on the couch he has chosen NOT to respond."?
​

 

[straitman]

When we stayed at Hilton Adelaide on 19th we had a few issues also. They were sorted at the time by the Reservations Manager but maybe they need to be highlighted some more in light of this ongoing issue.

 

[QF WP]

Well if there are going to be issues, then they'll lose business.

 

[MrJetset]

I presume you mean:

"... and the stains on the couch he has chosen NOT to respond."?
​

Yes. The emails are below.

In response to HHonors opening a filed when I cc'd them after the sales team pointed me to Hilton.com instead of sending me photos of their suite types:

From: GM <GM@hilton.com>
Date: Thu, 10 Nov 2011 01:21:55 -0500
To: Jock28
Subject: Hilton Adelaide




Dear Jock28
Thank you for contacting the Hilton Customer Care Centre following your recent inquiry of Hilton Adelaide.
Naturally I am disappointed that our team could not be of better assistance to you.
Please let me know what information you require and I will have the team send it through to you as soon as possible.
Yours sincerely
xx_ xx_X


xx_ xx_ | General Manager | Hilton Adelaide
Tel +61 8 8237 0736 | Fax +61 8 8237 0639| www.adelaide.hilton.com
233 Victoria Square | Adelaide SA 5000 | Australia

My response:



Dear GM,


I stayed at your property on 7 October 2011, after your sales team failed to provide the information I requested. I received absolutely zero Diamond recognition, and the Junior Suite 1309 I stayed in had disgusting stains on the couch that looked extremely unsanitary.


While I am a recent switch to Hilton, the Hilton Brisbane and Surfers Paradise both sent up a note from their GM, a bottle of wine and some fruit, yet your property did not. Generally both Starwood and Hyatt provide certain benefits to their top tier guests, and as I mentioned, other Hilton properties have as well.


My work has moved out Adelaide office around the corner to the Hilton, and despite my large number of hotel nights and stays per year I'll think twice before returning to the Hilton Adelaide, as well as the Hilton chain.


Jock28





Since then, I haven't had any response.

 

[esquire]

Since the demise of the Adelaide Hyatt, I have stayed at Hilton Adelaide about 15+ times (including 2 weeks ago) - NEVER had any problems... either with rooms, upgrades or recognition. They even remember to get my bedding preference (ie a topsheet) correct every time.

Must have been incredibly lucky!

Also a big thumbs up to Hilton Surfers Paradise - very nice.

however an interesting comment from a Hilton I stayed recently - "Welcome Back Esquire- as a REAL Diamond member....:shock: " ...a pot-shot at all the new VA Diamonds?

 

[Sprucegoose]

however an interesting comment from a Hilton I stayed recently - "Welcome Back Esquire-

as a REAL Diamond member....

:shock: " ...a pot-shot at all the new VA Diamonds?

I don't like the sound of that...is our money not good enough Mr Hilton????

 

[Moopere]

I don't like the sound of that...is our money not good enough Mr Hilton????

I'd like to know how they can even tell at the front desk.... do they have access to your Hilton history right there???