How do Hilton treat you as an Elite?

[MarkD]

Property: hilton south wharf
Booked king room
Recieved 2 bedroom apartment 18th floor

Stayed 3 nights as hh diamond member.
Booked standard king room, upgraded to 2 bedroom apartment which was absolutely amazing on the 18th floor and very welcome as we are travelling with our 12yo
Executive lounge is great. breakfast at buffet include barrista coffee
Staff superb in all areas

 

[Aeolus]

HSW officially the best in Oz for Diamond recognition. I'm heading to HSYD after a rather long absence, wonder what the treatment will be like but not holding my breath for any magic to happen based on recent reports on lack of upgrades.

 

[JessicaTam]

Property: DT Panama
Date: June 2016
Booked: King
Received: HHonors floor king

I had originally booked two nights during the flash sale a while ago. My flight into MIA was delayed so I missed the last flight into PTY on the first night. I rang them to say I was still coming, but I would be a day late and only needed one night. On checkout I was only charged one night, which I was not expecting.

Breakfast was very good with eggs cooked to order.

The only negative was my window had a lot of grime or condensation on the outside, so the view was limited.

 

[kermatu]

I had a nice chat with the new GM on Wednesday. Seems like an amicable guy and he does have some good experience, recently from DT-CNS, but previous to that at Indonesia (Bandung perhaps?) and Bangkok (Millennium). Let's hope any "significant change" is not detrimental to us! :shock:

Agree!

I saw the new GM with the Ops manager a couple of times. Looked like he was getting a bit of a tour but maybe was starting to discuss changes. While I have had a couple of generic chats with the Ops manager I usually prefer a lower profile so don't engage much with GMs! But as I did see there was a new GM I left some pretty detailed feedback online - mainly regarding the great staff but need to improve some aspects of the 'hard' product. Have received a positive response - so hopeful of some improvements in due course.

 

[Aussie_flyer]

HSW officially the best in Oz for Diamond recognition. I'm heading to HSYD after a rather long absence, wonder what the treatment will be like but not holding my breath for any magic to happen based on recent reports on lack of upgrades.

I got upgraded to relaxation room as diamond last time, but that was booked as a deluxe not the base level.

 

[JessicaTam]

Property: HGI Panama
Date: June 2016
Booked: King room
Received: King room

Two bottles of water; choice of 750 points or breakfast.

Disappointing stay at this hotel. Checked in at 3pm to find I was on a low floor next to the elevator. My profile says high floor, away from elevator. When I queried it I was told the hotel was full. So had everyone checked in by 3pm? I had a lovely trio of elevator, plumbing and people noise through the night.

I won't be returning there if I go back to PTY.

 

[Aussie_flyer]

Property: HGI Panama
Date: June 2016
Booked: King room
Received: King room

Two bottles of water; choice of 750 points or breakfast.

Disappointing stay at this hotel. Checked in at 3pm to find I was on a low floor next to the elevator. My profile says high floor, away from elevator. When I queried it I was told the hotel was full. So had everyone checked in by 3pm? I had a lovely trio of elevator, plumbing and people noise through the night.

I won't be returning there if I go back to PTY.

Considering the prices are quite good I suggest you try the Hilton or Wadorf Astoria in Panama rather than DT/HGI!

 

[Deleted member 29185]

Property: DT Panama
On checkout I was only charged one night, which I was not expecting.

That's good to hear. I was impressed with H-CMB when I had an extra night booked simply because I wanted to ensure the room use until late (as we had an OMG O'clock flight). When we checked out the young man looked perplexed and asked if everything was not up to our expectation. When I told him the reason for the checkout, he asked me to wait a bit while he briefly disappeared. On his return he said he had gained his managers approval for a late checkout and removed the last night charge. I certainly didn't expect that and was greatly impressed!

Property: HGI Panama
So had everyone checked in by 3pm?

More to the point, were everyone else diamond guests?? My expectation (rightly or wrongly) is that the hotel should at least attempt to ensure diamond guest preferences are considered first. Perhaps that's just me being a DYKWIA though.

 

[boomy]

Property: DT Panama
Date: June 2016
Booked: King
Received: HHonors floor king

I had originally booked two nights during the flash sale a while ago. My flight into MIA was delayed so I missed the last flight into PTY on the first night. I rang them to say I was still coming, but I would be a day late and only needed one night. On checkout I was only charged one night, which I was not expecting.

That's good and more than fair customer service.
HH are very generous in this regard. I had to cancel pre-payed bookings over the years, sometimes even on the day of check-in. Never had any issues, money always refunded. This is a classic approach to maintain long term relationship over sort term revenue.

 

[boomy]

Meanwhile business as usual here at HSW... Basic room upgraded to Yarra Suite.

 

[Virgin Bart]

Meanwhile business as usual here at HSW... Basic room upgraded to Yarra Suite.

Perhaps we should do something to make HSW aware of how happy we are atm. Maybe from AFF?

 

[rfur78]

would like to agree with comments here about HSW being outstanding at looking after Diamonds.

last three trips all booked standard king rooms and each time have received yarra suite upgrades (twice on 19th floor). the most recent stay (on a friday night) i checked in online and grabbed a relaxation suite and on check in they tried to change me to yarra suite, i declined as i wanted to see which suite i preferred. FWP

I have a greater exposure to accor properties in my travels and wished that my platinum with them gave me the same treatment as i receive at HSW as a diamond. Shame i wont hit diamond again, could get used to this...

 

[2tall4Y]

Status: Diamond
Property: Hilton Hawaiian Village Waikiki Beach Resort
Dates: June 2016
Booked: Tapa 1-bedroom Suite and Tapa Junior Suite (with a guarantee that we would receive adjacent rooms)
Received: Tapa 1-bedroom Suite and Tapa Junior Suite

Checked in at 2pm, Diamond status acknowledged and $20/day dining credit (in lieu of breakfast) explained, however was told that the rooms were not ready and that I would be called when they were available. No call by 3.30pm, so went back to front-desk to be told that the Junior Suite was ready and keys to 1-bedroom suite would be delivered to us when it was ready - not happy, but had a tired 3-year old in need of nap, so headed to the Junior Suite only to discover it was on the 7th floor of the 35 floor tower (meaning we were surrounded by other towers rather than looking over them). After another hour or so of waiting, and listening to housekeeping go in and out of the 1-bedroom suite, went back down to the front desk to complain - the 1-bedroom suite was finally ready, though when querying the low floor was told no adjacent rooms available on higher floors. After consulting with the family (wife + in-laws), I begrudgingly accepted and headed for a long overdue swim. It was dark by the time we finally made it back to the room, and we discovered that most of the lights in the room weren't working, at which stage I lost it and demanded to speak to a front-desk manager - ended up getting moved to the 26th floor (in two stages, mind you) and getting the first night's stay comped, which I considered adequate service recovery.

Despite this being my second stay at this property, I had forgotten just what zoo it was and it took me a whole day to get used to the chaos (particularly as we'd just spent a few of days on the Big Island). But it's a great set-up for families who like water, and the location half-way between Ala Moana and 'downtown' Waikiki works great for us (both within a 15 minute walk).

 

[teamhamsandwich]

Status: Gold
Property: Hilton Surfers Paradsie
Dates: June 2016
Booked: King Guest Room
Received: King Executive Room

Appreciate the upgrade, but damn this hotel is bad. Internet upload speeds of .02mbps. I haven't been able to send emails for two days. Been hearing "Luke Mangan's award winning restaurant" over and over again whilst on hold whilst on hold to magic line for the last ten minutes. The magic button ain't so magic.

 

[Aeolus]

HSW's GM previous assignment was the Hilton Nagoya. He's definitely extending the Hilton asian hotels' upgrade generosity here when the occupancy is not full. Saw him again last week but only a quick hello as I was in a rush. We should invite him to our EL gathering the MEL Christmas do to thank him and his team. Assuming HSW would be the usual pre-dinner gathering spot again?

 

[Aeolus]

HSYD, happy to report that decent upgrades still happening, so no need for me (yet) to seek alternatives.
Booked king guestroom, received relaxation room on OLCI, r. suite on check in.

 

[CJEMNMAC]

Been in the USA for 9 days and unbelievable ( for me anyway ) stayed at Hilton, Doubletree and Embassy Suites and all provided lounge access ( where there was a lounge ) full buffet breakfast in non lounge property for all guests and bottled water and snacks, I am not sure why I am surprised but for some of the room rates I paid, I feel like I got a great deal along with double points.

 

[esseeeayeenn]

Anyone know how good Hilton Shanghai is at providing upgrades for Diamond members?

 

[JessicaTam]

Property: DT Maya Hotel Long Beach
Date: June 2016
Booked: King bed
Received: King bed, water view with balcony

2 bottles of water. The upgrade was to a lovely room with a great outlook.

But.

I asked about late checkout as my flight home was not until 11pm. 6pm would have been nice but I would be happy with 4pm. I was told that late checkout is available until 1pm. I commented that it was odd it was only for 1 hour and they told me that normal checkout is at 11am (which is certainly not normal). I asked if as a HHD a later checkout could be arranged. I was told if I wanted later than 1pm it would cost US$75!

So, they make checkout earlier so it seems they are doing you a favour with a 1pm checkout, then they try to gouge guests who want to checkout later.

To add insult to injury, at 11.30 housekeeping came to clean the room, and then at 11.45 maintenance came to change the door lock and left the door open for 45 minutes.

I won't be going back.

 

[Pleb Status]

Status: Gold
Property: Hilton Sydney

I must have angered the Hilton gods as no room upgrade from that booked (Deluxe) and none of my check in requests were actioned (change of FF program, linking of two individual nights bookings, room location etc). It has taken three seperate attempts to get the FF program changed and I am still not confident that anyone knows exactly what they are doing.

Credit card authorisation appears as some random person ('Kathy' and not Hilton) on my Amex as well.