How do Hilton treat you as an Elite?

[jackthomas]

I did enquire how many diamonds stay on average a night and was surprised to find it was around 40. I did not ask how many golds but gathered it was a lot. I unfortunately forgot to ask if this had increased since the status matches.

WOW, Now I'm feeling very grateful to always get a suite grade room upgrade.. 40 is a fair chunk for a hotel to handle.

 

[hydrabyss]

WOW, Now I'm feeling very grateful to always get a suite grade room upgrade.. 40 is a fair chunk for a hotel to handle.

I gathered that was a normal night as they were expecting 90 diamonds for breakfast one morning over the long weekend. But I did not think to ask at the time if the 90 diamonds included their guests or 90 plus their guests. I gathered it was the later going by the comment but cant be sure. Either way its a lot more than I would have expected for Sydney.

 

[moa999]

Guess that explains why I'm 0/5 for suites at HSyd as Diamond.

Never complained, never pushed it, maybe that's why.

 

[Fifa]

Hilton Sydney
Diamond x 2
Date: Sunday 2nd October - 1 night
Booked: King Hilton Guestroom Plus x 2
Received: King Hilton Deluxe x 2

My +1 and I are both Diamond and booked two rooms so our son could join us.
During online check-in I was offered rooms on the 26th floor and below.
On arrival I was told there were no suites available despite the website showing at least six relaxation rooms/suites.Our rooms were moved to level 34 next to each other.

We had breakfast in Glass which continues to decline. The yoghurt station is really ordinary, fresh fruit is not very inspiring and the bakery items are not as good as they used to be. If I was paying $44 for their breakfast I would be extremely disappointed.

Staff in the lounge were really good.
First time in many visits that I have not had turn down service or chocolates.

 

[dfcatch]

Hilton Sydney
Diamond x 2
Date: Sunday 2nd October - 1 night
Booked: King Hilton Guestroom Plus x 2
Received: King Hilton Deluxe x 2

My +1 and I are both Diamond and booked two rooms so our son could join us.
During online check-in I was offered rooms on the 26th floor and below.
On arrival I was told there were no suites available despite the website showing at least six relaxation rooms/suites.Our rooms were moved to level 34 next to each other.

We had breakfast in Glass which continues to decline. The yoghurt station is really ordinary, fresh fruit is not very inspiring and the bakery items are not as good as they used to be. If I was paying $44 for their breakfast I would be extremely disappointed.

Staff in the lounge were really good.
First time in many visits that I have not had turn down service or chocolates.

That's BS - I do trust that you have written to the GM communicating your displeasure at the poor upgrade treatment.

 

[Deleted member 29185]

Hilton Sydney


I did enquire how many diamonds stay on average a night and was surprised to find it was around 40. I did not ask how many golds but gathered it was a lot. I unfortunately forgot to ask if this had increased since the status matches.

This possibly goes a long way towards understanding their upgrade reluctance!

 

[boomy]

Property: HSW
Booked: King Guestroom
Received: Yarra Suite

First day wasn't charged for coffee but second day, AFTER my usual order of double shot latte was served, a bill for $3.5 found it's was to my table. Didn't touch it and wasn't charged. I rather support one of the local cafes near by who most likely need the small change more than a greedy hotel chain.
Apart from that minor issue it was another great stay. Customer service was clearly put as priority and is now at the highest Australian standards.

 

[dfcatch]

This possibly goes a long way towards understanding their upgrade reluctance!

I disagree.

When the hotel still has multiple upgradeable rooms available at check-in late in the day - it isn't simply a case that they're being "tentatively held for other diamonds" - it's simply the case that they don't want to pay housekeeping the additional time charges that it takes to clean premium rooms.

 

[moa999]

I disagree.

When the hotel still has multiple upgradeable rooms available at check-in late in the day - it isn't simply a case that they're being "tentatively held for other diamonds" - it's simply the case that they don't want to pay housekeeping the additional time charges that it takes to clean premium rooms.

But if Hilton Syd averages 40 Diamonds a night, they can't give everyone a suite upgrade, and obviously have their own system for allocating (which from a few data points appears to be room rate related)

 

[Deleted member 29185]

But if Hilton Syd averages 40 Diamonds a night, they can't give everyone a suite upgrade, and obviously have their own system for allocating (which from a few data points appears to be room rate related)

This is the point I was trying to make. The only thing though, is H-SYD seem content to use the "we can't upgrade everyone" line to renege on a decent upgrade to anyone and just let the rooms lie dormant, which I think is the point that dfcatch was making. A cop out, one might say!

 

[Aeolus]

HSYD
Booked:King Guestroom
Received: Relaxation Suite

Based on reports here, I'm very lucky (and hugely grateful) to continue to receive the love from HSYD.

 

[Fifa]

But if Hilton Syd averages 40 Diamonds a night, they can't give everyone a suite upgrade, and obviously have their own system for allocating (which from a few data points appears to be room rate related)

And it was the room rates I believe, that precluded us from upgrades.

 

[moa999]

Kuala Lumpur run

Hilton Kuala Lumpur, Sentral
Diamond
Date: Wed 28 Sep
Booked: King Deluxe 38sqm
Received: Grand Exec Suite 98sqm
Cost: Approx RM440++ (A$160 ai) - Non-changeable sale rate (that front desk had let me change from the Sat night)

Without doubt the best located property in KL.
Arrived late so no Exec Lounge canapes :-(, but was surprised by a Suite upgrade my first at this hotel.

Massive entry with couch and TV, through to a hallway with a walk in robe off to one side, and onto the bedroom and the open bathroom (almost all rooms in this hotel have bathrooms that are open)

Had breakfast downstairs the next morning which was less busy than my previous stay and a much more enjoyable experience.




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Hilton Petaling Jaya
Diamond
Date: Thu 29 Sep
Booked: King Deluxe Plus 27sqm
Received: King Exec Plus 32sqm
Cost: Approx RM210++ (A$85 ai) - Non-changeable sale rate

Not one that many stay at - its a little out of town - 5/6 stops from Sentral via LRT with a 3min walk from either of two stations (Asia Jaya is slightly closer but involves crossing a major road, Taman Jaya is an easier walk but through a construction site at present) or a MYR15-20 Uber from Sentral/BB - so its definitely one that should be considered on a mattress run.

I have previously said that this has the best EL in KL and didn't disappoint.
Evening dishes included 4 decent hot dishes, and plenty of snacks and dessert.
Wine was passable, alongside Tiger Beer and spirits.

EL is generally quiet so pretty attentive services.

Had breakfast up in EL in the morning, and they do cooked eggs to order as well.



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Doubletree KL
Diamond
Date: Fri 30 Sep
Booked: King Deluxe 32 sqm
Received: King Terrace 111 sqm
Cost: Approx RM330++ (A$150 ai) - Non-changeable sale rate

And finally to the newest, and probably best located for tourist hotel in KL, the DT.
Located one LRT stop or a brisk walk from KLCC.

And a massive upgrade to one of 3/4 Terrace Suites. A simply huge suite with a big outdoor terrace and table (didn't even go out there as it was locked)
Sadly I didn't get to enjoy it as I was checking out at 9pm to fly back to Sydney that evening for a family event (the stays had been booked last year around the F1 weekend.. at least I got to P2)

Had drinks in the EL before dinner.
I must say that catering has gone down.
Only some hot dishes on the main bain marie (chicken wings, samosas) and some sandwiches and chips, dips and salad cuts.
On previous stays they have had a lot more variety of cold dishes filling up the bench opposite the bain maries



Edit - dates corrected

 

[mel-world]

Surely you mean September or you are an excellent clairvoyant. Thanks for the update. I agree the Hilton at Sentral has a great location.

 

[dfcatch]

But if Hilton Syd averages 40 Diamonds a night, they can't give everyone a suite upgrade, and obviously have their own system for allocating (which from a few data points appears to be room rate related)

If they have 40 rooms of a higher standard than those booked by Diamonds - yes they can.

If not - then they are free to decide who and how to upgrade those Diamonds into the rooms available.

The issue is not "WHAAAAA.... I didn't get an upgrade......WHAAAA"

The issue is - "You have better rooms and suites that you still have available for sale at 10pm as I check-in, yet you are refusing to hand out any of those rooms to a Diamond member".

They could have 18000 Diamond members a night for all anyone cares.

The issue is that they should be reasonably providing space available upgrades to Diamonds at the time of check-in.

NOW - if you're trying to check-in at 7am - then it's totally fair that they may have nominally-allocated all the better rooms to more important Diamond Members, AND, may still be offering some inventory for sale until later in the day (in which case - even those other pre-upgraded Diamond members would miss out). But this is not what is happening.

 

[dfcatch]

And it was the room rates I believe, that precluded us from upgrades.

Yes - it has been long established that in most cases - If you only booked a base guestroom or deluxe - an Exec room is the best upgrade you'll usually get (which of course - for a Diamond isn't an upgrade at all, as you already have EL access).

They generally upgrade to Relaxation Room/Suite or Junior Suite from an Exec Room booking.

Of course - YMMV - and there are noted exceptions.

 

[Moopere]

I agree the Hilton at Sentral has a great location.

Really? Not arguing mind, everyone has their own thing, but I stayed there about 2 years ago for a week and found outside the hotel itself to be a barren business wasteland. You'd almost certainly have to taxi or train yourself away to do almost anything. Did I miss something obvious like shops, eateries and whatnot?

By comparison the DT in KL is pretty close to everything ... I never took a taxi to anywhere when I stayed there as almost everything is within walking distance.

Leisure traveller mind, so maybe thats the difference?

 

[esseeeayeenn]

Really? Not arguing mind, everyone has their own thing, but I stayed there about 2 years ago for a week and found outside the hotel itself to be a barren business wasteland. You'd almost certainly have to taxi or train yourself away to do almost anything. Did I miss something obvious like shops, eateries and whatnot?

By comparison the DT in KL is pretty close to everything ... I never took a taxi to anywhere when I stayed there as almost everything is within walking distance.

Leisure traveller mind, so maybe thats the difference?

The Hilton is right above Sentral station so if you're coming from and/or going to the airport it's very convenient.
I've stayed there when I've had an overnight transit with MH. A common occurrence as their daily flights to Perth leave in the morning.
You can basically get the lift down to the KLIA Express train which is faster than a taxi to the airport.
Whereas the DT is either a taxi or a connecting train away from Sentral.
I have never found KL to be a pedestrian friendly city so I don't mind catching a cab to go out.

 

[moa999]

The Nu Sentral mall opened about 18mths ago between Sentral Station and the Monorail station - so this provides a lot more food and shopping opportunities around Sentral.
(And also makes the walk to the Monorail a lot easier).

In the next 12 months another walkway/mall will open up connecting Sentral Station to Q-Central/St.Regis, onto the new KL Sentral MRT station (MRT SBK line with 3 stops to Bukit Bunting opening mid-2017) and Muzium Negara

Details on the new MRT line which will make Sentral a lot more convenient:

https://en.m.wikipedia.org/wiki/Sungai_Buloh-Kajang_MRT_Line

 

[mel-world]

Conrad Hong Kong (second stay)
October 5 (1 night)
Gold

I must have an honest face as recieved Floor 60 Executive Room even closer to the Lounge this time. The room was smaller though than during the previous stay earlier in the week. Good enough though as the view from the Lounge compensates for the lack of a view from the room. It was a beautiful morning with the mountains of the New Territories visible across the harbour and the towers on Kowloon side.

The Lounge was not over crowded for breakfast but the selection is quite limited (no egg station). They do have coffee machines so not 'tax'. Service was very pleasant.

I have had to write to the Hotel subsequetly, however, as on checking out, I was asked twice the currency I wanted to be billed and replied HGD both times. It is even marked on the Credit Card Inprint. However the account was processed in AUD and the comparison is significant. Using the Olanda App yesterday and even applying a 4% credit card surcharge, the rate would have been AUD 534 against the AUD 586 the Hotel applied. I have long made sure I am billed in the local currency as have read on this forum (or elsewhere) that estabishments make a significant profit from the 'home' currency billing process but never realised how significant it is. It is a personal bill rather than a company account making me more determined to correct the mistake, hopefully without any loss to me.

I'll let you know what response I get and how quickly.