How do Hilton treat you as an Elite?

[Danger]

Following on from my posts 5882 and 5884 regarding my experience at Conrad Bali and their advice that a Diamond upgrade was only available at a special price I expressed my disappointment with this in my survey response. Received the following in return (the underlining is mine)

Dear Mr. PJM,
. . .

The premise of the rationalisation seems to be that the Diamond upgrade benefit is limited to only availability within the next room category to that booked.

I've re-read the T&C's which state "Upgrades for Diamond HHonors guests may include the next-best available room from the room type booked......". The intent of these words would seem to me to be limiting expectations for an upgrade to the lowest next available room category not just availability within the next room category. In my circumstance the next-best available room would have been the Pool Suite even if it is a two category step. Ordinarily I'd just move on but the excuse and to me apparent misinterpretation of the benefit is annoying me. Am I misreading the T&C or are they?

I agree with you and dfcatch and straitman. The understanding of the upgrade policy is wrong and not acceptable.

 

[Ausbt]

Well this is new. Hilton South Carolina 'Executive Lounge'. The only booze available is beer ...and it's not complimentary? Gotta the love the yanks entrepreneurial spirit. If it can be sold, then sell it - even if it's free elsewhere.

 

[hummel]

Hilton Foshan, China
7-10th April 2016
HHonors Gold
Room Booked: Base King ~$110/night
Room Received: One-Bedroom corner suite, 1 below the top suite. 2901.

2 years ago I was here and received the same upgrade, however back then the exec lounge wasn't finished and the top two floors were still under construction, (I posted about it at the time).

I've got this room till Sunday but will need to stay on further next week so hoping I can book the base room again and keep this one. Pictures incoming.

Back home now, ended up staying 8 nights then over to Swissotel in Foshan for 3 nights. Hilton my new favourite.




The face that I can get it on points at 10,000/night is a great redemption too.

 

[tania73]

Hilton Hanoi Opera
Booked base room, received Deluxe room with diamond benefits.
Good location but very noisy Hanoi is not known for being peaceful. Exec lounge fine, can make a small dinner out of it if you wanted too. Food goes cold very quickly though as they don't use bain maries. Hotel needs total refurbishment will be interesting to see if Hilton keep managing this place.

 

[dfcatch]

Well this is new. Hilton South Carolina 'Executive Lounge'. The only booze available is beer ...and it's not complimentary? Gotta the love the yanks entrepreneurial spirit. If it can be sold, then sell it - even if it's free elsewhere.

All Exec lounges in the US have booze for purchase. It's not free anywhere - not just South Carolina.

 

[DC3]

That's my experience, also. I have never seen free alcohol in a USA Hilton EL. That's normal.

 

[tania73]

That's my experience, also. I have never seen free alcohol in a USA Hilton EL. That's normal.

JFK one does but its the only one

 

[DC3]

JFK one does but its the only one

It's often an honor bar, where you are "on your honor" to report your consumption. Was that the case at JFK?


Edit: Hilton Airport JFK mentions an honor bar in their EL. So, it seems to be no longer free alcohol:




Hilton New York Hotel near JFK Airport - Lodging



Good while it lasted.

 

[tania73]

It's often an honor bar, where you are "on your honor" to report your consumption. Was that the case at JFK?

No all gratis. Staff told me too many complaints from international passengers and they wanted to differienate it more from Hampton Inn next door

 

[oh_lol]

Hilton has always been very poor in terms of elite status in the USA

 

[moa999]

Hilton has always been very poor in terms of elite status in the USA

I've always found status recognition OK (offset by the fact there are a lot more elites in the US by virtue of all the cheaper properties eg Hampton Inn, HGI) bit it's just that Exec Lounge offerings are poor

 

[serfty]

Hilton BWI has complementary booze in the E/L and not a bad spread as well. Unusual for a USA Hilton.

It's not the cheapest hotel in the area but great for airport connections ... especially if you have lounge access.

 

[moa999]

When was this at BWI? Certainly no mention only of paid alcohol in the surprisingly short FT thread

 

[serfty]

When was this at BWI? Certainly no mention only of paid alcohol in the surprisingly short FT thread

June 2015 ...

 

[Gonetroppo]

Am I misreading the T&C or are they?

+1 for them misinterpreting the T&Cs.

In addition, the T&C start off by stating "diamond HH guests will receive upgrades" (my emphasis). The following blurb about how those upgrades may be this or that is quite clear that it's intended to indicate the scope of potential upgrades, rather than conveying that you may or may not receive an upgrade.

For their interpretation to be correct, the T&Cs would have to be written "next-best room type, if available at the time of check-in", or similar. Even so, the next sentence about how upgrades are also allowed to be views, corners, suites etc makes it a moot point anyway.

I'm really surprised this happened there - we had an entirely different experience just at the end of February, on points and at slightly higher occupancy - my review is in here somewhere. Great stay with some easily fixed niggles (the Sade/Winehouse issue easily fixed with a pair of scissors for example). On check-out we thanked them again for the lovely suite upgrade and the fellow just smiled and said "Diamonds MUST be upgraded!". I hope they haven't had a major rethink, as there is so much competition in that market - very easy to consider alternatives.

 

[hummel]

Can anyone shed some light on the below? Is this how it would normally post?

I checked in, extended once then extended again. Basically 3 stays but points showing for only 1? Double points due to promotion.


upload img

 

[jackthomas]

Can anyone shed some light on the below? Is this how it would normally post?

I checked in, extended once then extended again. Basically 3 stays but points showing for only 1? Double points due to promotion.


upload img

You'll only get one stay credit because you didn't check out of the hotel, you will get 3 night credits. however its possible you only received points for your original booking (I've had this issue before) Just call HHonors and they'll find/ask for a copy of the bill and will correct the points.

 

[hummel]

You'll only get one stay credit because you didn't check out of the hotel, you will get 3 night credits. however its possible you only received points for your original booking (I've had this issue before) Just call HHonors and they'll find/ask for a copy of the bill and will correct the points.

Ok understood I'll give them a call. Am I the only one that has trouble being able to see receipt? It rarely appears when I select it online.

 

[Deleted member 29185]

Ok understood I'll give them a call. Am I the only one that has trouble being able to see receipt? It rarely appears when I select it online.

The receipts sometimes work, many times do not. The Hilton secret is to always get a final receipt on check out and keep it!

 

[serfty]

The receipts sometimes work, many times do not. The Hilton secret is to always get a final receipt on check out and keep it!

^This ... or if using express check-out take a photo of the document.