How do Hilton treat you as an Elite?

[cgoh]

Hhonors Diamond
Wed 2 May (sort of - actually checked in at 12:05 Thursday morning)
Property: Hilton On The Park Melbourne
Room booked: King Guest
Rate: $227 (AAA rate)
Received: Relaxation suite 1901

My shortest stay at a hotel ever I think - 8 hours from check in to check out.

We should have said hi. I have been camping in HOTP since Sunday!

 

[straitman]

Status: HH Diamond
Property: Hilton Auckland
Rate: NZ$285.70/night
Booked: King Deluxe Harbour View
Received: Bow Suite on level 4 that looked down and enabled us to throw peanuts/walnuts on anat0l & Bundy Bear's huge outdoor entertainment area.
Miscellaneous: Welcome letter from GM, Free full buffet breakfast at Fish each day, 2+ drink vouchers at Bellini bar each day, Multiple bottles of water, Cheese platter, Turndown service, Local Newspaper, Internet, late checkout to 3 pm.

Greeting from the GM who had also asked for everyones names to ensure they were well looked after. Also an email from the GM after departure to ensure that everyone had a great time.

 

[simongr]

We should have said hi. I have been camping in HOTP since Sunday!

I spent about 15 mins in the exec lounge this morning and that was it. Back in two weeks...

 

[beardoc]

Hhonors Diamond
Wed 2 May (sort of - actually checked in at 12:05 Thursday morning)
Property: Hilton On The Park Melbourne
Room booked: King Guest
Rate: $227 (AAA rate)
Received: Relaxation suite 1901

My shortest stay at a hotel ever I think - 8 hours from check in to check out.

Yes, a pity you wouldn't be able to enjoy it much!

 

[Mollycram]

Hilton Gold Coast
Booked King Guest Room
Received Executive King

Arrived in room to find welcome card from GM, fruit basket and sparkling water in an ice bucket....only problem is that it was addressed to a different person and dated four days ago!! Ageing fruit not a good look. Disappointing!!!

On the plus side, very welcoming girl on reception when I arrived.

 

[Moopere]

Seriously? Was the fruit that old? Ice bucket full of water and not ice?

You know, I almost made a mistake the last time I was at the Hilton South Wharf. I also thought I'd got a welcome message for a different person, but, before pointing this out (luckily) I found mine stuck under the door ... I'd walked over it on the way in. The one on the desk was indeed for the previous guest, but it had been left behind and hadn't been picked up during the room refresh.

 

[froggerADL]

Status: HH Diamond
Property: Hilton Blackpool
Rate: GBP 52 Any Weekend Anywhere
Booked: Double Hilton Guestroom
Received: King Family Guestroom Plus (top floor, sea view)
Miscellaneous: Free full buffet breakfast for 2, chocolates, muffin, small bottle of red wine, free parking (normally GBP3).

 

[Mollycram]

Seriously? Was the fruit that old? Ice bucket full of water and not ice?

You know, I almost made a mistake the last time I was at the Hilton South Wharf. I also thought I'd got a welcome message for a different person, but, before pointing this out (luckily) I found mine stuck under the door ... I'd walked over it on the way in. The one on the desk was indeed for the previous guest, but it had been left behind and hadn't been picked up during the room refresh.

Yep....ice bucket was only containing water....not an ice cube in sight.

To make matters worse, arrived back to my room today at 5:30pm to find that housekeeping had not bothered to arrive. Hilton Surfers Paradise, you have lost me. Am booked to stay here again with work next month but am seriously thinking of changing my booking as well as my colleagues. I am an absolute advocate of Hilton hotels but this one has seriously let them down.

 

[Flashback]

Yep....ice bucket was only containing water....not an ice cube in sight.

To make matters worse, arrived back to my room today at 5:30pm to find that housekeeping had not bothered to arrive. Hilton Surfers Paradise, you have lost me. Am booked to stay here again with work next month but am seriously thinking of changing my booking as well as my colleagues. I am an absolute advocate of Hilton hotels but this one has seriously let them down.

I hope you've let the GM know.

 

[anat0l]

I hope you've let the GM know.

Agreed. That's not acceptable for any property at all, Hilton or not.

I suppose you didn't leave the "Do Not Disturb" sign on the front of your room. But overall it seems your experience is not good at all so far.

 

[Mollycram]

Agreed. That's not acceptable for any property at all, Hilton or not.

I suppose you didn't leave the "Do Not Disturb" sign on the front of your room. But overall it seems your experience is not good at all so far.

I did have the Do Not Disturb sign out in the morning but took it off when I left just before 11am. I rang Magic to let them know but will definitely be sending an email to the GM. Will also let him know that is not a good look when guests in the Executive Lounge have to clear their own tables as all empty tables are covered in dirty crockery...for long periods of time. Similarly, he needs to know that food does need to be replenished when it is empty when there are people paying for the privelege of visiting the lounge. This stay is proving to be am example of how not to run a hotel.

 

[Moopere]

Wow! This sounds awful.... and a CAT7 hotel too

Thanks for the heads-up

 

[anat0l]

This stay is proving to be am example of how not to run a hotel.

We're supposed to have a big do later this year (Mid-Year Christmas) at this property.

I know that the hotel will probably put on the shine for a group this big and of what we represent, but it shouldn't take something like that to get good service!

 

[straitman]

I did have the Do Not Disturb sign out in the morning but took it off when I left just before 11am. I rang Magic to let them know but will definitely be sending an email to the GM. Will also let him know that is not a good look when guests in the Executive Lounge have to clear their own tables as all empty tables are covered in dirty crockery...for long periods of time. Similarly, he needs to know that food does need to be replenished when it is empty when there are people paying for the privelege of visiting the lounge. This stay is proving to be am example of how not to run a hotel.

I don't have the GMs details but I do have the contact detail for the lounge manager if you want them.

She is pretty good value and I'm sure she would appreciate the feedback.

 

[Sprucegoose]

(I enquired about an upgrade to a better room but was told they didn't have availability, but their website showed they did)

That old trick...... :shock:

Point it out to the manager on duty.....hold their stare!!


Completely unacceptable.

 

[froggerADL]

Status: HH Diamond
Property: Hilton Cardiff
Rate: GBP 79 Any Weekend Anywhere
Booked: King Hilton Guestroom
Received: King Hilton Executive
Miscellaneous: Breakfast in the Executive Lounge (in the resturant extra GBP 5 each), one large bottle of water. Late check-out to 1pm. Parking was GBP 20 - we made sure we drank that * 3 in the lounge!

 

[jetlagger]

This stay is proving to be am example of how not to run a hotel.

What a shambles! Please do let the GM & Co. know about this debacle.. Just hope it's not the same GM that once ran CNS property.. Had a stay there once, was told that I wasn't entitled to the lounge, & I clearly was, they 'lost/misplaced" my rental car amongst numerous other issues.. Heard nothing.. I expected better.. Hope for you too..

 

[Moopere]

Worst case, speak with Hhonors in Sydney. The number is on the back of the card ... or email them, they have a special email address. I've always had the local HHonors people respond to me within 24 hours after I mail them and always with a good outcome.

 

[Deleted member 29185]

If it's any consolation Mollycram, I've stayed there 3 times since it's opening and have experienced none of those problems. Seems like you got an off day (which doesn't wash in any respect either). I have nothing but glowing feedback about the executive lounge (the one downside is the quality of the canapes....they could learn a few things from H SYD) and the rooms have been maintained excellently (but I dislike their choice in furnishings). Overall, I rate HSP as a great spot with the only other downside being the lobby. A bit like entering a bat cave. Cold and uninviting. Of the 3 stays I've made, only once have I received the GM card and never an ice bucket of anything (with or without melted ice), but each time I was in the residences rather than the hotel rooms......maybe there is a difference there.

 

[beardoc]

Status: HH Diamond
Property: Hilton Sydney
Rate: $185/night (less Hilton Macquarie 20%)
Booked: King Hilton Guestroom
Upgraded: King Relaxation Suite
Received: Breakfast for 2 in Glass Brasserie, Welcome card from GM (not personalised), piece of fruit and 2 bottles of water.

The spa here was gorgeous! I think I spent an hour in it.