How do Hilton treat you as an Elite?

[mel-world]

Still on a Hilton RTW trip…

Garden Inn Hilton Toronto Airport
Booked: Standard King
Received: Standard King – all rooms the same
Rate: 30K Points
Status: Gold

Standard Garden Inn included buffet breakfast. Room okay as is location unless you need to go to city. Bus shuttle a little erratic as not to timetable. Nearby you also have a choice of a regular Hilton or a Hampton Inn so take your pick and price point. Only there for a few hours so perfectly adequate.

Hilton NY Times Square
Booked: Standard King
Received: Larger Corner Room High Floor
Rate: 4 nights including weekend – three different rates – total cost USD1040
Status: Gold

Given my commitments – theatre, sightseeing and a little business in Midtown, this property was ideal. I checked the rates a week before the stay and managed to save $400 on the bill as the prices had dropped from the time I made the original booking some 4 months ago. I would not pay the $28++ for the breakfast buffet if it had not been provided free. A little limited and you were still expected to tip the server although they only poured the water and the coffee.
The product was solid and the service okay. Be aware though that the Hotel starts on the 22nd floor so the two service lifts get very busy at peak times. (Especially when one is broken as happened during my stay.) No Executive Lounge that I could find and none offered. Got an early check in (around 1400) and a slightly late Check Out at 1400. Quite an okay Hilton for Midtown if you are not in the property for long.

 

[mel-world]

Hilton Prague
Booked: Standard King
Received: Executive Suite – two standard rooms – one as a living room.
Rate: 3 nights -90K Points
Status: Gold

I have now stayed at both Prague Hiltons – this one and the Hilton Old Town – and have received excellent service at both, including an upgrade and personal attention. Probably as good as an Asian property.
This Hilton a little further from the attractions than the smaller ‘Old Town’ property but newer and, hence less charm. But only a further 10 min walk.
Received a message a week out from the Lounge Manager inviting me to check in upstairs and let them know of any special requirements. Took a little time to find a room at 1400 as the Hotel was overbooked the night before. Waited in the Lounge where the service was impeccable and they asked your room number each day to keep it manageable. The Hotel was full each night.
All the standard Hilton benefits including a full breakfast buffet plus and egg station. As I said, not the charm of the other property but for points and Gold status, I could not recommend more highly.

Hilton Zurich Airport
Booked: Standard King
Received: Executive Floor King
Rate: 1 night – CHF 221
Status: Gold

Standard Hilton airport property. Did not use the Lounge at night but the property was full, including numerous flights crews. Water provided but the buffet at breakfast basic to say the least. Nothing special and they charge for the airport shuttle but one fee covers your stay even if you make several trips. Nothing special but for one night if in transit it is fine.

 

[mel-world]

Conrad Singapore
Booked: Standard King
Received: Deluxe Floor King
Rate: 3 nights – Booked as Chines NY Special in advance – S$833
Status: Gold

First stay after dropping to Gold so first time I have not received Executive Floor access but still got water, basic fruit, an extensive breakfast buffet including eggs in a ‘Deluxe’ space near the pool on the 4th floor and a laundry allowance per day – enough to cover a couple of items only. Plus the Conrad duck and bear.

Their soft product is still fine and attentive. I like the location now the Downtown line has extended further out. However, on the 18th Floor sold as a deluxe level, with, I guess upgraded amenities although all standard rooms are the same size, the hard product is certainly looking tired. The carpet in the halls and the rooms is getting faded and showing its age while the water never ran hot during an early morning shower. The air-conditioning was also quite hard to get right.

The property has all the amenities for an Asian Conrad but they need to do better and schedule a refresh of the rooms. They have not changed at all in several years of heavy wear.

And finally for this trip….

Hilton KL Sentral
Booked: Standard King
Received: Executive Floor King – facing station
Rate: MYR241 (about A$80) plus 16k points

As a big contrast to the Conrad, the Executive Rooms at this Hotel have had a total update since my last stay. New desk, TV and fittings in a smart range of grey, black and white. Also has a standard universal power plug built in and USB charging on each side of the bed. Impressive.
Welcomed by name at reception (as I have stayed a lot at this property) so made to feel very welcome despite only staying one night and checking in quite early.

Tried the Lounge for breakfast. It has also been refreshed with some fashionable but uncomfortable furniture replaced. The service was satisfactory although the choice seems to have been reduced. Had the best omelette of the trip freshly cooked though. The view from this lounge is spectacular - day or night.

The one disappointment was their inability to extend check-out beyond 1400 despite this being a Gold benefit, I believe. At least I can use the Lounge again.

Originally booked at the KL Doubletree for 10k points but changed due to proximity to the airport train.

 

[Danger]

I think for Golds that exec lounge is only included when you are upgraded to a room with exec lounge access. I also think there are suites at some hotels that do not automatically have exec lounge access.....as ridiculous as that sounds.

What swanning said pretty much.
Golds only get lounge access if you are staying in an executive room. Diamonds get access no matter what.
Found out when I was once upgraded from an executive room to a suite (when I was gold status), then when I went to use the lounge was told I wasn't allowed to! (Although they caved in when I said I'd like to cancel my stay and will go to their sister property down the road).

Sadly I've seen a few reports on FlyerTalk of Golds being upgraded to executive floor rooms but being told they do not have lounge access. Completely ridiculous.

 

[JessicaTam]

A few weeks ago I was at H-DRW for the first time, so I decided to ask the front desk about the restaurant breakfast in lieu of the lounge. I was told lounge only but I decided to have breakfast in the restaurant regardless. Each morning I was marked off the pre-printed sheet and on the 2nd morning the restaurant staffer even said "oh your breakfast is complementary as you're diamond". I was not charged for breakfasts for any of the six days I was there, so that told me that sometimes the staff don't know the individual properties policy for diamond breakfast. At HSP, I'd at least try it one morning, just to see the outcome. Seems Aeolus' experience has confirmed that diamond at least, still gets it as complementary.

Thanks for further confirmation of my 'cunning plan'!

 

[Aeolus]

No matter how much I dread to say this, I think this is where most of them will be heading, ie restricting breakfast at the exec lounge, now that they've rolled out hot breakfast options at the lounges. Remember HSYD tried that last year and reverted the rules for diamonds as they couldn't cope with the numbers?

 

[QF WP]

Just had a response from the Perth Hilton about my online survey & comments about my stay last week. Looks like I won't have any trouble on my next stay

 

[hummel]

What swanning said pretty much.
Golds only get lounge access if you are staying in an executive room. Diamonds get access no matter what.
Found out when I was once upgraded from an executive room to a suite (when I was gold status), then when I went to use the lounge was told I wasn't allowed to! (Although they caved in when I said I'd like to cancel my stay and will go to their sister property down the road).

Thanks guys. A strange one at best.

To be honest though the Exec room was quite nice at it is. Full size bathroom with shower, bath, toilet. Big bed with lounge and corner chair and a desk. More than enough for me!

 

[turtlemichael]

Still on a Hilton RTW trip…


Hilton NY Times Square

I would not pay the $28++ for the breakfast buffet if it had not been provided free. A little limited and you were still expected to tip the server although they only poured the

Not wanting to sidetrack but this gives rise to a question for me as I'm staying in NYC shortly. What do you tip a waiter who does just that (pours the coffee) at a breakfast buffet in NYC when it is FOC because of your HH status? 15-20% of the $28.00? Something less? Maybe it depends on whether you want to eat there the next day and how fast you can run

 

[Aussie_flyer]

Not wanting to sidetrack but this gives rise to a question for me as I'm staying in NYC shortly. What do you tip a waiter who does just that (pours the coffee) at a breakfast buffet in NYC when it is FOC because of your HH status? 15-20% of the $28.00? Something less? Maybe it depends on whether you want to eat there the next day and how fast you can run

leaving around $3-$4 on the table is acceptable

 

[kermatu]

leaving around $3-$4 on the table is acceptable

I agree. But I also think you can judge the places where a tip is warranted.

I tend to leave a few dollars unless the staff have been poor (eg, surly, or lazy). It often gets repaid in kindness though -- after leaving a tip (maybe $5) the next day I'd get quite superior service. Once at LA Checkers the next day I was told to order anything off the menu and had unlimited juice (rather than just the HHonors menu). In Times Square Hilton having ordered a bagel with cream cheese and salmon one day, despite taking the continental buffet option the next day the waiter completely unprompted brought me two fresh bagels and a plate full of smoked salmon. I suspect there's quite a few people who don't tip...

Equally at the Boston Logan Hilton one time, I was really well looked after by the staff at breakfast. When I left $7 on the table the mature-aged waitress came out to me in the lobby and said it was too much / not necessary! I eventually convinced her to keep it by saying it covered that day and the next.

 

[Peter78]

May 9 - 11 2016
Property: DoubleTreeby Hilton Xiamen Wuyuan Bay
Booked: King Guest Room
Rate: CNY 645 promo BB (approx. $135.00)/ night
Received: King executive room with lounge access
HHonors status: Gold (status matched from SPG Gold)

New hotel that only opened in March, in the "new" CBD very close to the airport. I don't think there were many guests but my experience was great: email a few days prior to the stay advising me that I had been upgraded, including access to the lounge, which was a bit boring and lacked f&b offerings, I thought. Great service, I thought and I would stay again.

 

[straitman]

May 25th HSW
Booked a King Hilton
Gov't rate of $230
Received an option at online checkin of several different 2 BR apartments including our preference of 1817 or 1917.

May 26th - 30th HSP
I made 5 indépendant bookings as I was not sure of how many nights I really needed and it was the best price option. The 5th night has been cancelled and I have rung them several times to advise them and get the remaining bookings combined. I have ended up with a message on several occasions and no one has bothered to call back. The one time I actually managed to talk to someone it was to somewhere offshore and the line was unusable.

Not a great start to 4 nights at the hotel. I also wonder how they treat HH Gold, Silver or even normal people?

 

[serfty]

HSP showing as sold out Th Fr Sa ...

I sent an email on the weekend as I have two bookings of one night each .. so far no response.

I did go into the bookings today to updaye tbe connents with cross-referenced to each other.

 

[straitman]

HSP.

I have been attempting to ring this hotel all week to combine several one night bookings for this weekend but they seem unable to answer a telephone. I have left messages that have not been answered and the one time I actually got to talk to someone it was an offshore call centre and the line was so bad it was unusable.


I then decided to send them an email and got the following response:

Dear Mr. straitman,

Thank you for your inquiry regarding contacting the hotel for your stay. We appreciate you taking the time to contact us.

Unfortunately, we have opened your message too late to be of any assistance. All email is processed in the order in which it is received. You have checked into your reservation for Hilton Surfers Paradise. Please accept my apologies for any inconvenience this delay may have caused you.

If there is anything else we can assist you with, please do not hesitate to contact us. For immediate assistance you may reach us via telephone by dialing 1-800-774-1500. If you are unable to access a 1-800 number, please visit http://www.hilton.com/en/hi/feedback/hrwfone.jhtml for a list of our Worldwide Reservation Offices and their telephone numbers.

Sincerely,

xx_xx_ X.
Internet Coordinator
Hilton Internet Contact Center
Hilton Reservations and Customer Care
www.hiltonworldwide.com

Nothing else to say really other than hopeless:!:

 

[serfty]

HSP showing as sold out Th Fr Sa ...

I sent an email on the weekend as I have two bookings of one night each .. so far no response.

I did go into the bookings today to update the comments with cross-references to each other.

... this worked as yesterday they showed as linked.

And indeed with OLCI, I have been allocated the same room for both bookings.

Note that my email sent via the link as indicated on the Hotel's home page bounced with an error.

 

[Deleted member 29185]

I think I posted elsewhere that I heard a little rumour that Hilton was pulling out of Surfers. Given that they have never really been able to fix these simple issues since they opened, I think that's a good move. Not being able to answer a phone is just inexcusable and that's been going on like that for years, it's not a difficult fix and it's not something that a service industry should be accepting as normal practice. I do wonder why Hilton head office have not been able to fix it as they're the management company and I'm sure they must be embarrassed by HSP.

 

[straitman]

I think I posted elsewhere that I heard a little rumour that Hilton was pulling out of Surfers. Given that they have never really been able to fix these simple issues since they opened, I think that's a good move. Not being able to answer a phone is just inexcusable and that's been going on like that for years, it's not a difficult fix and it's not something that a service industry should be accepting as normal practice. I do wonder why Hilton head office have not been able to fix it as they're the management company and I'm sure they must be embarrassed by HSP.

I had an 'interesting' chat with the duty manager last night so let's see what comes of it.

The was a bill under the door this morning and no sign of the room being made up yet so not a good start.

 

[Deleted member 29185]

I had an 'interesting' chat with the duty manager last night so let's see what comes of it.

The was a bill under the door this morning and no sign of the room being made up yet so not a good start.

"Interesting"?? Care to share? HSP going or staying? They're dropping the reward category down to minus 1? They're introducing a new BYO bedding rate? The past 6 years have been part of an experimental reality TV show they forgot to mention to anyone (Fawlty Towers has already been used)?

 

[oh_lol]

Have my first stay at Hiltons in the US next week. I have relatively low expectations as most of my stays are in Asia but hopefully I will be pleasantly surprised.

With alot of my past stays in USA Hiltons, I'd say errr on the side of very low expectations. Although there are a handful of Hilton properties in the USA that were fantastic.