How do Hilton treat you as an Elite?

[sudoer]

Property: Conrad London St James
Status: Diamond
Room booked: King Superior
Received: King Deluxe
Rate: Standard Room Reward (80k HH)

Following the outstanding stay at the Biltmore we downgraded to the Conrad St James! Originally we were only going to spend one night in London before moving on to Italy (more posts on that soon across Marriott/Accor/Hilton Elite threads!) but extended our time by one night, with the Conrad having standard rewards available. The room was as expected for a Conrad but here are some pics anyway.



Checked in shortly after 11am while in the vicinity checking out Westminster and Buckingham Palace, and given immediate access to the EL although the room wasn't going to be ready until 3pm. The hotel was completely full, and under fairly heavy security - I think there was a Premier League team staying as there were some fans and photographers loitering around the building.

The guest relations team reached out via email about a week before our stay to ask why we were in town and if we have any preferences. I mentioned it's our honeymoon, and that we prefer beers over wine, and savoury over sweet snacks. So while I really appreciate the gesture and substantial gift of prosecco and chocolate strawberries, asking for preferences felt a little pointless!



We checked out at 6am so didn't eat breakfast. I asked if I could pick up a Monty the Bulldog to add to my Conrad collection when handing over our room keys - the staff member at the front desk obliged, then pushed quite hard for me to mention him by name when leaving positive feedback which was just awkward.

Also noteworthy that while the Conrad location is excellent for many tourist sights and directly across the road from St James Park underground station - the station does not have lifts, and is not particularly well connected to the airport (you need to change to the Piccadilly line which is rather slow). If you're coming to/from the airport with heavy luggage you're probably best off catching a cab to an Elizabeth line station or Paddington for the Heathrow Express.

 

[dairyfloss]

Property: Conrad London St James
Status: Diamond
Room booked: King Superior
Received: King Deluxe
Rate: Standard Room Reward (80k HH)

Following the outstanding stay at the Biltmore we downgraded to the Conrad St James! Originally we were only going to spend one night in London before moving on to Italy (more posts on that soon across Marriott/Accor/Hilton Elite threads!) but extended our time by one night, with the Conrad having standard rewards available. The room was as expected for a Conrad but here are some pics anyway.

View attachment 324285 View attachment 324283 View attachment 324286

Checked in shortly after 11am while in the vicinity checking out Westminster and Buckingham Palace, and given immediate access to the EL although the room wasn't going to be ready until 3pm. The hotel was completely full, and under fairly heavy security - I think there was a Premier League team staying as there were some fans and photographers loitering around the building.

The guest relations team reached out via email about a week before our stay to ask why we were in town and if we have any preferences. I mentioned it's our honeymoon, and that we prefer beers over wine, and savoury over sweet snacks. So while I really appreciate the gesture and substantial gift of prosecco and chocolate strawberries, asking for preferences felt a little pointless!

View attachment 324287 View attachment 324284

We checked out at 6am so didn't eat breakfast. I asked if I could pick up a Monty the Bulldog to add to my Conrad collection when handing over our room keys - the staff member at the front desk obliged, then pushed quite hard for me to mention him by name when leaving positive feedback which was just awkward.

Also noteworthy that while the Conrad location is excellent for many tourist sights and directly across the road from St James Park underground station - the station does not have lifts, and is not particularly well connected to the airport (you need to change to the Piccadilly line which is rather slow). If you're coming to/from the airport with heavy luggage you're probably best off catching a cab to an Elizabeth line station or Paddington for the Heathrow Express.

Oh, I remember that shower from when it was the InterContinental Westminster... do they still flood the bathroom with no way to prevent?

 

[sudoer]

Oh, I remember that shower from when it was the InterContinental Westminster... do they still flood the bathroom with no way to prevent?

Yep. Soaked through so many towels!

 

[kyle]

Yep. Soaked through so many towels!

Same here when I stayed last year. I tried to position myself so there's not as much water. I asked for Monty the first night via messaging and they said they would deliver but didn't, so asked again and there he was.

 

[Flashback]

Property: Hilton Amman, Jordan
Nights: 1
Status: Diamond
Booked: King Guest Room
Received: King Executive
Rate: 20,000 HH points (great use of points, the cash rate was comparably high; more so than the stay in Aqaba)
Comments: Originally upgraded to a King Deluxe One Bedroom Suite:


When I tried to check in online, it only offered a reverse upgrade, or what you might see as a downgrade...... go figure!


Therefore, I waited till we arrived at the hotel to check and select the room then. However, unfortunately when I was checked in we were given an Executive Room as the upgrade; more on that in a moment. I was informed it’s because there is an issue between the hotel and HH's system, and that the HH system is giving out upgrades at levels that it should not. Strange reasoning, but fine. I proceeded to do a search to check availability, and the room is indeed available – in fact there are at least 2.


I of course queried whether availability was the issue, and indeed was told that no it was simply because they only must do a next category upgrade. That’s absolutely fine and I understand that is the T&C’s, but I’ve had recent stays where of course the hotel does not follow the program T&C’s to the absolute letter and we have been given a suite. Our stay only just a few nights ago at the DoubleTree by Hilton Aqaba is such a case of that.

Finally, I was quite disappointed to see that the Executive Lounge is closed; one of the main reasons we chose the Hilton over other suitable properties in the area. Usually if this is the case, there is a banner on the Hilton website for the hotel showing the alert message. As you can see, in this instance that was not the case.


HH, the program that is consistently inconsistent

Shame, as it spoiled the end of an otherwise good trip, but it's minor in the overall sense of things and c'est la vie! Just annoying to be given something, then have it taken away.

I had to laugh when checking in, an overly self entitled very loud American lady was demanding that her room be upgraded, she's Diamond and she simply must have it. The guy did some tapping on his system and the response was "ma'am, you're only Hilton Gold I'm afraid". Hilarity ensued!

 

[Flashback]

Update: Well .. that was quick. I copied the GM on my e-mail to the Diamond desk and he got straight onto the phone to the FO Manager who just called and offered as a Junior Suite. Sure, still not what was indicated but a gesture none the less. I imagine the conversation went something like "guys..... we have loads of rooms available, when he queried it, why didn't you just allocate one?". Now have the hassle of moving rooms, so may end up just staying.

 

[Pele]

Flashback did they give you drinks/food vouchers in lieu of the executive lounge being closed?

 

[Flashback]

Flashback did they give you drinks/food vouchers in lieu of the executive lounge being closed?

Don't worry... it all got better, I say slightly sarcastically. After that phone call, I notice the GM replied to my email to the Diamond desk which had happened before the call came through. It was pretty aggressive actually, but I'm going to sit on it for now and reply once we've left.

We ended up moving rooms but oddly the bathroom in the suite is worse and has a shower/bath.

So, the EL replacement is to go to Fuma (should that be Fuming...?) and you get 2 drinks apparently. We asked what the options are and told beer, wine, coughtails and hands over the coughtail list. Half way through our coughtail another chap comes over and says that is extra by the way ... hang on now, you can't just say that *after* you've made the drink. Pushed back and he backed down. 2nd drink was a wine and smallest pour we've ever had, was barely over 100ml. No food. Just as we finished our 2nd drink we were given a small bowl with 15 or so Pringles in it. Hardly an EL replacement. After nearly 12 hours on the road we were exhausted and looked forward to just having a small bite to eat and a few bevvies, but that wasn't to be.

I wouldn't come back here again for multiple reasons, it is a bit rubbish really.

 

[kyle]

Therefore, I waited till we arrived at the hotel to check and select the room then. However, unfortunately when I was checked in we were given an Executive Room as the upgrade; more on that in a moment. I was informed it’s because there is an issue between the hotel and HH's system, and that the HH system is giving out upgrades at levels that it should not. Strange reasoning, but fine. I proceeded to do a search to check availability, and the room is indeed available – in fact there are at least 2.

Ha! That's like what happened to me at Hilton MEL. Upgraded to corner premium, then downgraded.

 

[justinbrett]

Property: Hilton Darwin
Nights: 3
Status: Diamond
Booked: Double Double
Received: King Executive

Arrived close to 2am as I was on an evening flight out of BNE

Front desk woke me up at 8am calling the room phone to ask how my stay was going. I gave her a spray for waking me up.

Now deciding if I want to make a thing of it or just move on. Probably the latter but I really don’t think they should be calling anyone at 8am.

 

[Flashback]

Property: Hilton Darwin
Nights: 3
Status: Diamond
Booked: Double Double
Received: King Executive

Arrived close to 2am as I was on an evening flight out of BNE

Front desk woke me up at 8am calling the room phone to ask how my stay was going. I gave her a spray for waking me up.

Now deciding if I want to make a thing of it or just move on. Probably the latter but I really don’t think they should be calling anyone at 8am.

I'd make a thing of it, they can see your check-in time and no way they should call that early regardless unless you asked for it.

 

[justinbrett]

I'd make a thing of it, they can see your check-in time and no way they should call that early regardless unless you asked for it.

Doubly so because I sent them a chat message on the app before I arrived that I was on a very late flight, I wouldn’t be there until 2am so please hold the room.

 

[justinbrett]

I'd make a thing of it, they can see your check-in time and no way they should call that early regardless unless you asked for it.

I passed the feedback through the app, manager wanted to chat with me so we sat down in the lobby. He apologised and asked what I wanted, I said nothing so he’s shouting me drinks at the bar.

 

[justinbrett]

Forgot to add for Hilton Darwin - breakfast included the full buffet / CTO options with no surcharge.

No barista made coffee offered, but there was a machine available in the buffet. I chose to skip coffee and go down to Cullen Bay to have one after breakfast instead.

Lounge was OK, a couple of hot food options (some I saw again at breakfast the next morning!), alcohol selection quite limited (no rum) and stored in a back room on request. If getting a spirit ask for half mixer as they have huge glasses that they absolutely drown your drink otherwise. I didn't spend a lot of time in the lounge with so many better options nearby, especially during sunset hours.

 

[Blackadder]

Property: Hilton Darwin
Nights: 3
Status: Diamond
Booked: Double Double
Received: King Executive

Arrived close to 2am as I was on an evening flight out of BNE

Front desk woke me up at 8am calling the room phone to ask how my stay was going. I gave her a spray for waking me up.

Now deciding if I want to make a thing of it or just move on. Probably the latter but I really don’t think they should be calling anyone at 8am.

As a Gold I just get a text message asking about the stay , I guess the lower levels have its advantages.

 

[sudoer]

Property: DoubleTree Hilton Rome Monti
Nights: 2
Status: Diamond
Room booked: King Accessible
Received: King Accessible
Rate: Standard room reward (60k HH per night, cash rate approx 700 AUD at time of booking)



My first visit to Rome - I selected this hotel due to proximity to Roma Termini station, the Colosseum, and having read that Monti was quite a central location. At the time of booking there were standard room rewards for either a Queen Guest Room or King Accessible Room, I booked the King and left a note that we didn't have accessibility needs and would happily move to another King room.

We weren't moved, but it turned out the King Accessible Room was quite well located room being on a corner of the building facing the main road. The accessible shower is better than your usual open curtain arrangement, instead having folding glass panels which contained most water. The only caveat to this particular room is that it has a connecting door which wasn't completely soundproof, but that wasn't a major issue as our neighbours weren't too noisy.

I was quite impressed at the fit out for a DoubleTree - the lobby in particular was quite a nice place to pass some time and quite a few guests used it to get work done on laptops while having a coffee. I think the property is new, or at least newly renovated, the technology seemed quite up to date with late model TVs and dual USB charging ports on each bedside table - one side even having a USB-C PD fast charger.

Breakfast was offered of course, and looked quite good, but we skipped it and opted to sample some of Rome's best Maritozzo while hitting all the major attractions between 6:30am and 9:30am before the tourist peak hour kicks in.

The night prior to leaving the hotel I enquired about a late checkout. The front desk immediately offered 1pm as the latest they could do - I took that as it suited us fine.

 

[QF WP]

Received this today, a first for me (usually I see the upgrade on the App).

This is my first night of two (separate bookings) at this property, wonder if I’ll get a second one. This is also my first stay at the property.

Meanwhile I’ve got nothing for my single night stay at the Parmelia, the night before…and as a Diamond and staying at the property since 2002, it would be nice

 

[QF WP]

Then for my second booking (next night), I got the same upgrade. They must know who I am

 

[liamsal]

Hilton Brisbane
Diamond
Booked: Guest Room
Received: Executive Room
1 night

Another great stay at Brisbane. Wrapped to see that buffet breakfast and barista coffee is still free of charge for diamonds. I'm finding the digital keys are super temperamental so I've had to grab a physical key from reception the last few stays.

 

[kyle]

Hilton Brisbane
Diamond
Booked: Guest Room
Received: Executive Room
1 night

Another great stay at Brisbane. Wrapped to see that buffet breakfast and barista coffee is still free of charge for diamonds. I'm finding the digital keys are super temperamental so I've had to grab a physical key from reception the last few stays.

Hope you meant rapt.

Now I'm even more annoyed about the other Oz Hiltons cutting the unpublished benefit of full buffet.