How do Hilton treat you as an Elite?

[blackcat20]

*sigh*

Property: HH ADL
Status: Diamond
Booked: Hilton King
Received: Hilton King exec

Two bottles of water. Yes, that's it - no turndown, no morning paper, no welcome note, and in practice no upgrade (I already have exec access). But I shouldn't be churlish - I did get a high floor. :shock:

We also got no letter, no paper, and only a turn down on the last night.

 

[Aeolus]

Will make 4 properties in KL

And still a big fat zero in Taiwan since they exited ages ago. Can't understand why.

 

[kermatu]

Property: HSW
Status: Diamond
Booked: Yarra Suite
Received: Yarra Suite (thankfully)
3 nights in May.

Haven't stayed here for about a year. Have been staying at the Sofitel as it is much more convenient and (when I can get a good rate and particular room-type) it is very good, though showing its age.

thought I'd give HSW one last hurrah before the changeover. I was underwhelmed, which I'm actually quite happy about as I feel my past year hasn't been wasted and I'm not going to miss it so much.

Plenty of positives first. Was allocated 1901, the room I hoped for, and was able to confirm through online checkin. Many staff greeted me like a long-lost friend which was nice. Staff terrific throughout and very helpful. I love the huge shower with dual taps for the different heads!

The negatives (or at least diminished product from previous experience). No water in room (had to ask). No note or welcome amenity. No early contact from the EL. Turndown service on 1 out of 3 nights. 2 irrelevant magazines on coffee table in room (used to be 5 or 6). No magazines in the lounge either. Breakfast options downstairs seemed reduced (no salmon, far fewer cold cuts, fewer fresh fruit juice options. Coffe charge of $3.50 (which I declined and chose tea instead having already had one in my room). And most of all the significantly poorer evening canapés - no seafood despite being Monday-Wed stay, none of their wonderful cold meats, sandwiches or better quality sushi. Quiches, meat pies and spring rolls the only hot offerings. Lounge was quiet every night and virtually empty by 7pm on Tuesday and Wednesday. I guess that means mission accomplished.

I acknowledge the lounge is still a great benefit and the offerings are still pretty generous. But a service provider like a hotel should surely know the impact diminution of service over time has on its regular customers. The HH benefits have been reduced in my view so it is far less of a loss than I thought it would be. Of course I didn't give the hotel a chance to impress me with a reasonably regular upgrade given the room I booked, so my view may have been a bit different if that had happened.

i like the staff and the rooms are consistently good, so am still tempted to return, but only after seeing prices and getting some feedback on the new regime.

 

[boomy]

Property: HSW
Status: Diamond
Booked: Yarra Suite
Received: Yarra Suite (thankfully)
3 nights in May.

Haven't stayed here for about a year. Have been staying at the Sofitel as it is much more convenient and (when I can get a good rate and particular room-type) it is very good, though showing its age.

thought I'd give HSW one last hurrah before the changeover. I was underwhelmed, which I'm actually quite happy about as I feel my past year hasn't been wasted and I'm not going to miss it so much.

Plenty of positives first. Was allocated 1901, the room I hoped for, and was able to confirm through online checkin. Many staff greeted me like a long-lost friend which was nice. Staff terrific throughout and very helpful. I love the huge shower with dual taps for the different heads!

The negatives (or at least diminished product from previous experience). No water in room (had to ask). No note or welcome amenity. No early contact from the EL. Turndown service on 1 out of 3 nights. 2 irrelevant magazines on coffee table in room (used to be 5 or 6). No magazines in the lounge either. Breakfast options downstairs seemed reduced (no salmon, far fewer cold cuts, fewer fresh fruit juice options. Coffe charge of $3.50 (which I declined and chose tea instead having already had one in my room). And most of all the significantly poorer evening canapés - no seafood despite being Monday-Wed stay, none of their wonderful cold meats, sandwiches or better quality sushi. Quiches, meat pies and spring rolls the only hot offerings. Lounge was quiet every night and virtually empty by 7pm on Tuesday and Wednesday. I guess that means mission accomplished.

I acknowledge the lounge is still a great benefit and the offerings are still pretty generous. But a service provider like a hotel should surely know the impact diminution of service over time has on its regular customers. The HH benefits have been reduced in my view so it is far less of a loss than I thought it would be. Of course I didn't give the hotel a chance to impress me with a reasonably regular upgrade given the room I booked, so my view may have been a bit different if that had happened.

i like the staff and the rooms are consistently good, so am still tempted to return, but only after seeing prices and getting some feedback on the new regime.

Since you've stayed often at Sofitel, comparing your experience there to Hilton is problematic. I rate Sofitel higher as a brand, more similar to Conrad. The biggest asset of HSW is their generosity towards upgrades. Once you've eliminated that by booking a suite you're bound to be disappointed, especially coming from Sofitel MEL, which has one of the most incredible executive lounges I've seen in Australia.
What you said is correct, I was sitting in HSW lounge tonight and couldn't find anything decent to eat or drink. Cheap alcohol, deep fried food... but hey, I've booked standard room and got relaxation suite so I'm not complaining

 

[oz_mark]

Since you've stayed often at Sofitel, comparing your experience there to Hilton is problematic. I rate Sofitel higher as a brand, more similar to Conrad.

Indeed - the Accor brand that most directly matches the Hilton would be the Pullman. The Sofitel and Conrads slot above both of them.

 

[straitman]

Property: HSW
Status: Diamond
Booked: King Hilton
Received: Two BR apartment
25th May.

 

[Mr Pumblechook]

Property: HSW
Status: Gold
Booked: Relaxation suite
Received: Relaxation suite
Stay: 3 nights in May

I've only stayed a few times but what I've found each stay is that once you venture below the 4th floor, the service takes a turn for the decidedly average.

On check in was told to step back from the desk because the agent was cometing another booking and nobody else was available to help. Asked about a vase for some flowers - agent said she'd see what she could do but nothing ever appeared and never heard anything so we made do with the toothbrush holder. Needed to call for bags as they weren't already in the room as promised (we dropped them off earlier). Tried some room service - noted that part of it was missing and was told it would be up momentarily but it never appeared.

View from the relaxation suite is pretty lovely from the 17th floor and I found the lounge breakfast, afternoon tea and canapés quite sufficient - tea goes best with scones and jam and cream anyway ☺ Paper delivered every morning and a turn down was provided with minty chocolates and fresh towels. No water but Melbourne tap water is delicious so no need.

Definitely less reading materials provided but everybody in the lounge was on their phone anyway.

As mentioned earlier, if you take away the opportunity for a generous upgrade the hotel can be a little disappointing but I think there are plenty of positives once you're safely in the executive floors and lounge.

 

[boomy]

Property: Waldorf Astoria (Grand Wailea) Maui
Booked: King Garden Room
Rate: 280K points for 5 nights
Received: King Deluxe Ocean View

First I must say WOW! This resort is amazing!
The place was built like a Hawaiian palace, extravagant and full of original art (as in WA Rome). The exterior grounds are immaculate and very impressive.

The resort was renovated recently which may explain why it looks so fresh. Rooms are not as luxurious as some other WA hotels (like Jerusalem or Shanghai). They are quite modern yet stylish. Room and bathroom were extra large in size and balcony well furnished.

Diamond benefits: It's well known that WA hotels don't offer much to HH loyalists. Published benefits were one level upgrade, two bottles of water per stay, one complementary drink at the bar per person per stay, one free in room movie and 20% spa discount.

My method of dealing with WA (this is the 5th property I've been to so far) is securing as many benefits as possible prior to check in. Once receiving the welcome email I'm gently pushing for extra benefits. It's important to be nice and grateful because they don't have to give anything extra. This is not like dealing with Hilton and "diamond attitude" will not work with WA. In the end I've managed to secure two levels upgrade to Ocean View room on the top floor and free breakfast daily at the Grande restaurant (cost $35 p/person). I've also received an offer to further upgrade to Napua Tower room with lounge access for $110 p/day. Since those rooms are give or take same size and breakfast was already secured I've declined.

Further notes about this hotel:
- Valet parking (no self parking option) cost $30 p/day not include tips.
- We ate at two restaurants in the resort and found the food to be of high quality and decent price. It's VERY RARE to find hotel restaurants that don't try to ripoff with F&B prices.
- For cheap eats there is a food truck parked next to Marriott (5 min walk).
- The shopping mall near by (10 min walk) has ABC shop (think 7/11 on steroi_s) with huge range of snacks, sandwiches and plenty alcohol from local beers for $2 to Dom Perignon for $200.
- There are few swimming pools in the resort, one of them is adults only which includes two jacuzzis and open until midnight. Great way to finish the day after exploring the island.
- In case of early check out can request breakfast to go. There are 3 choices of quite extensive breakfast options include coffee and juice all comes backed in stylish bags.

Some photos:

The main Bar



View from Grande restaurant





Adults pool - Hibiscus



View from our room



In conclusion, this is one of the best HH redemptions.
56K points per night (5 nights stay) is excellent value considering average room price is ~$US500 or ~$AU700 at current exchange rates. 280K points for such a fabulous resort is a bargain IMO. It's relatively easy to find cheap flights or redeem points to HNL either direct or via Asia. From HNL it's short 40m flight.

 

[QF WP]

I've recently transferred my 'loyalty' (such as it is) from Accor (Plat down to Gold) to Hilton (Gold) so have been watching this thread closely, of late.

I'll be at the Parmelia Hilton in Perth directly afterwards so will compare and contrast.

Damn, I think I've missed your stay - but if you are there, say hi to Jocelyn (Asst FOM, heavily pregnant if she hasn't already gone on ML) or Jono (Asian server at breakfast) - tell them you know me .

 

[Aeolus]

Damn, I think I've missed your stay - but if you are there, say hi to Jocelyn (Asst FOM, heavily pregnant if she hasn't already gone on ML) or Jono (Asian server at breakfast) - tell them you know me .

Just got back from H-PER this evening, didn't see Jocelyn this week but had good chats with Jono. It's amazing how he remembered your coffee/tea order just after 1 morning which he diligently delivered to your table every morning without asking. As it was a long stay, I received the larger corner room king deluxe instead of the suites. Anyway, ended up moving due to the incredible noise from the garbage truck every morning before 5am. Note to self (and all light sleepers), avoid room 14.

 

[Danger]

Property: Hilton Cairns
Status: Diamond
Room booked: double Hilton guestroom
Rate: $124
Received: king executive, two bottles of water, early check-in, late check-out, bar of local chocolate, breakfast in restaurant.

 

[Princess Fiona]

Property: Hilton Cairns
Status: Diamond
Room booked: double Hilton guestroom
Rate: $124
Received: king executive, two bottles of water, early check-in, late check-out, bar of local chocolate, breakfast in restaurant.

I'm going there in a couple of weeks. Will be my first stay at that property

 

[drross]

I'm going there in a couple of weeks. Will be my first stay at that property

hope you enjoy. they've always looked after me

 

[nightelves]

We also got no letter, no paper, and only a turn down on the last night.

What is turn down service? I got asked this when staying at the Marriot but weren't sure what it is.

 

[DC3]

What is turn down service? ...

.... alright, I'll bite.

Housekeeping will turn the bedding down for you, ready for you to jump in. Sometimes part of the service may include leaving a little gift (chocolate, or other confectionary maybe, on or near the pillow), and sometimes extra waters for you. Sometimes the curtains will be drawn and some lights turned on. Often done at around dinner time.

Have you never experienced this at a hotel? Wouldn't expect this at less than a 4-5 star hotel, but sometimes not done at all.

Edit: Sometimes hotel slippers may be placed near the bed, with towel floor mats laid out. Sometimes other extras as well, depending on the hotel. At some hotels, this service may be "upon request", if offered at all

 

[nightelves]

Dammit really?! As you can see I often don't stay at these 4-5 star hotels. I've only just been introduced to the world of frequent flyer at the beginning of last year so there's definitely a lot to learn. Will know for next time.

 

[Fifa]

.... alright, I'll bite.

Housekeeping will turn the bedding down for you, ready for you to jump in. Sometimes part of the service may include leaving a little gift (chocolate, or other confectionary maybe, on or near the pillow), and sometimes extra waters for you. Sometimes the curtains will be drawn and some lights turned on. Often done at around dinner time.

Have you never experienced this at a hotel? Wouldn't expect this at less than a 4-5 star hotel, but sometimes not done at all.

Edit: Sometimes hotel slippers may be placed near the bed, with towel floor mats laid out. Sometimes other extras as well, depending on the hotel. At some hotels, this service may be "upon request", if offered at all

Great summary!
They also usually replace the used towels and empty bins .

 

[boomy]

Turndown service used to be standard at Australian Hiltons but last few years it's been overly inconsistent.

 

[kermatu]

Great summary!
They also usually replace the used towels and empty bins .

I've had hotel pyjamas (free) also left out on the bed once. Not quite my size but I liked the thought! The other semi-regular part of the service is filling the small ice bucket Some Sofitels and Conrads do this.

 

[Aeolus]

I've had hotel pyjamas (free) also left out on the bed once.

Interesting! Never been to hotels with free PJs yet. Which hotel chain?
Agree with Boomy that turndown service is pretty inconsistent these days.