How do Hilton treat you as an Elite?

[drivatruk]

Property: Conrad Bali
Status: Diamond
Date: Nov 2016 (2 nights)
Rate: 180
Booked: Delux King Garden View
Received: Delux King Lagoon

Nice welcome at Checkin and given the keys to a Delux King Reort View.

Asked about a pool delux room instead and i was told there would be a fee as that room wasnt available as an upgrade room. I said that would be fine and then was informed that the upgrade would proceed without any extra charges.

 

[drivatruk]

Property: Hilton Bali Airport
Status: Diamond
Date: Dec 2016 (1 night)
Rate: 80
Booked: Delux King
Received Delux King Pool View

Upgrade given at checkin in with out asking...

 

[Aussie_flyer]

I disagree. People ask and they're accused of being a DYKWIA ... don't ask and they're told they're at fault? Seems like a no win situation. The reality is, Hilton are meant to offer status customers an upgrade if available, without being asked! That's their own HH program Ts&Cs and it even states this clearly when OLCI is done. The problem with many (H-SYD is particularly bad) is that they fail to offer the best they can and then compound that by calling identical rooms something different and claiming it's an upgrade.

Oh please, no win situation? My last two hilton stays i just said "any suites available?" And i got one. Whats the big deal? Its a big win and nobody called me a 'dykwia' either. Simple.

 

[Deleted member 29185]

Oh please, no win situation? My last two hilton stays i just said "any suites available?" And i got one. Whats the big deal? Its a big win and nobody called me a 'dykwia' either. Simple.

You didn't read my post very well. I believe you were the one who stated "Dont complain if you haven't asked". I simply stated I disagreed with your assessment. IMHO, the best way to get belligerent hotels to change their attitude is to complain loudly ... preferably in social media which they tend to take to heart. Not everyone feels comfortable in asking for an upgrade, even if they're entitled. That doesn't mean they should not complain. Places like H-SYD are happy to hang off the shirt-tails of the Hilton name and loyalty attached to it, yet are continually reneging through smoke and mirror antics on their HH obligations. Of course people should complain.

 

[Aussie_flyer]

You didn't read my post very well. I believe you were the one who stated "Dont complain if you haven't asked". I simply stated I disagreed with your assessment. IMHO, the best way to get belligerent hotels to change their attitude is to complain loudly ... preferably in social media which they tend to take to heart. Not everyone feels comfortable in asking for an upgrade, even if they're entitled. That doesn't mean they should not complain. Places like H-SYD are happy to hang off the shirt-tails of the Hilton name and loyalty attached to it, yet are continually reneging through smoke and mirror antics on their HH obligations. Of course people should complain.

How precious people must be that they can't enquire as to the availability of a better room when they check in. I suppose some go through life this way, how sad.

 

[jackthomas]

Hilton BNE
Room Booked: King Deluxe
Recieved: King Executive

requested suite and was told they were all sold out, and I was very lucky to be in an exec room as they were sold out too (Both rooms still available for sale online)
My 4th stay at this hotel in as many weeks... Little disappointed. Still yet to see a suite at this property in 3 years as Gold/Diamond.

 

[JessicaTam]

Property: HH Frankfurt airport
Status: Diamond
Date: December 2016
Booked: Hilton twin
Received: Hilton twin exec

The hotel was happy for my friend to checkin early (about noon) as I was not getting there until 3pm. Two bottles of water and a nice little selection of chocolates delivered to the room that afternoon.

The exec lounge spread was pretty good, as I expect the hotel accepts people won't be going anywhere at dinner time. Quail breast and salad anyone?

The restaurant for breakfast had standard fare - nothing exciting 'though.

No coffee tax.

 

[straitman]

Property: DoubleTree Resort by HiltonHotel Fiji - Sonaisali Island*
Date: 8th December 2016
Status: Diamond
Rate: Points & Pay
Booked: Double Queen Guest Room Beach Front With Balcony
Received: Double King Ocean View Bure

There is a secure car park then a transfer to the Island by boat. Excellent service all round with checkin done in the room as a personal touch. We were met by the manager (who bought us a drink) that night and again in the morning. There is even a bar to the pool:!:
A full above average breakfast was provided.

*Beautiful island resort in the South Pacific Ocean, just 25 minutes’ drive from Nadi Airport and three minutes by boat from the island of Viti-Levu.

 

[zig]

Property: HH Buenos Aires
Status: Gold
Date: December 2016
Booked: Queen Deluxe
Received: Executive King

1 bottle of water in the mini bar.
Exec lounge offerings were quite poor. Only hot offering was chicken nuggets (which make Maccas look gourmet)!
Breakfast average. Large lounge spread over 2 floors offering a range of seating areas.
Late checkout was given on request.

 

[dfcatch]

How precious people must be that they can't enquire as to the availability of a better room when they check in. I suppose some go through life this way, how sad.

You've completely missed swanning_it's point.

As it happens - you're both right.... There's nothing wrong with asking/prompting at check-in, and often it gets you a better result "right then and there" than remaining silent.

However - it does NOTHING to prevent the problem recurring next time or to someone else.

This is where swanning_it is right.

Unless people complain loudly and regularly - there is zero incentive for the property to improve - and without the feedback EACH AND EVERY TIME - then Hilton Worldwide can continue to bury their heads in the sand and pretend the problems don't exist.

 

[Deleted member 29185]

As it happens - you're both right....

That's correct, which is why I didn't respond to the post that you did. I agree with Aussie_flyer that if not offered, we should rightly ask (anyone that knows me knows I have no drama about politely asking), it's part of our HH benefits, I just didn't agree that if someone does not feel comfortable about asking, that they somehow void their right to complain. I also disagree that if people have a naturally reserved disposition, it somehow transposes that they live a sad existence. That's not correct either, IMHO.

 

[Moindardt]

As a newly minted HH Diamond and Marriott Platinum, I wasn't sure where to stay in Melbourne next weekend but the Flash sale combined with the Amex rebate made the HSW a good choice at $160/night for 2 nights for an Executive Room.

I have read a number of both good and bad reviews of their treatment of Diamonds. Should I lower my expectations about a Suite upgrade and decent breakfast?

Wow. Not starting so well. Check in became available and logged in and got some message about check in now and we'll find an upgrade when you get here. I then do the auto select room and it comes up with King Hilton City View. Given that I had booked a King Executive Room, I would call this a downgrade. I did see you can choose your own room and that allows me to choose the executive room, but still, it should default you to at least the level you booked. Any recommendations as to the better room to pick?

 

[hydrabyss]

Wow. Not starting so well. Check in became available and logged in and got some message about check in now and we'll find an upgrade when you get here. I then do the auto select room and it comes up with King Hilton City View. Given that I had booked a King Executive Room, I would call this a downgrade. I did see you can choose your own room and that allows me to choose the executive room, but still, it should default you to at least the level you booked. Any recommendations as to the better room to pick?

Being that checkin became available it must be the day before arrival. Upgrades are rarely processed the day before arrival, usually by midday on the day. I would not use the online checkin but wait till you arrive. Check before you get there to see what room they have allocated and if it still shows exec ask if they would have any relaxation suites available as everyone tells you how good they are. If they say they have none available ask if one is available for the second night.

I should add checking in early can help especially if every diamond is asking for an upgrade. I have only stayed twice at this hotel and both times have been upgraded to the relaxation suite after asking and the last was a 3 night stay.

 

[Daver6]

Wow. Not starting so well. Check in became available and logged in and got some message about check in now and we'll find an upgrade when you get here. I then do the auto select room and it comes up with King Hilton City View. Given that I had booked a King Executive Room, I would call this a downgrade. I did see you can choose your own room and that allows me to choose the executive room, but still, it should default you to at least the level you booked. Any recommendations as to the better room to pick?

When you arrive, tell the concierge you'd like to check-in in the lounge. They'll need to either issue you with an access key or take you up there. If Rush (yes, that's his name) is on duty, he's a great guy. If you don't get an upgrade, just politely enquire whether one is available.

 

[BLK343]

Property: Hilton Sydney
Status: Diamond
Date: December 2016 (1 night)
Rate: HH Reward Certificate
Booked: King Hilton Guestroom Plus
Received: King Hilton Guestroom Deluxe Plus

Interesting checking in experience @ H-SYD Executive Lounge. Check in downstairs was crowded, so decide to head straight to Level 36. Had to wait a few minutes as no one at teh Executive Lounge desk. When asked to check in, Executive Lounge staff asked why I couldn't check in downstairs :shock: No suite upgrades available and was only offered the Deluxe or Exec room. Late check out only till 1pm (which was ok)

 

[BLK343]

Property: HSW
Status: Diamond
Date: December 2016 (1 night)
Rate: HHonors Advance Purchase
Booked: King Hilton Guestroom
Received: King Relaxation Suite

Noticed the day before that hotel was filling up quick and only Twin Hilton Room available for sale on their website. Decided to OLCI to get a room on higher floors. Day of arrival, notice via app that upgraded to King Relaxation Suite. Checked in after 4pm and room was not ready. Staff was very apologetic, provided a late checkout and gave me a card to access the lounge whilst room was being cleaned.

 

[drross]

Property: Hilton Sydney
Status: Diamond
Date: December 2016 (1 night)
Rate: HH Reward Certificate
Booked: King Hilton Guestroom Plus
Received: King Hilton Guestroom Deluxe Plus

Interesting checking in experience @ H-SYD Executive Lounge. Check in downstairs was crowded, so decide to head straight to Level 36. Had to wait a few minutes as no one at teh Executive Lounge desk. When asked to check in, Executive Lounge staff asked why I couldn't check in downstairs :shock: No suite upgrades available and was only offered the Deluxe or Exec room. Late check out only till 1pm (which was ok)

well that's not a great experience. Any prawns in the EL tonight?

 

[deka2]

well that's not a great experience. Any prawns in the EL tonight?

There were prawns last night

Oysters tonight

 

[hydrabyss]

There were prawns last night

Oysters tonight

Not a fan of oysters so I am glad I cancelled tonights stay and booked saturday night instead.

 

[Deleted member 29185]

Hilton CNS.

Base room booked. I noticed yesterday that a booking more than a week out has been changed to an exec room. That's a pretty proactive application of the HH status ideology, I think.