How do Hilton treat you as an Elite?

[jetlagger]

Hmm, this might help me make some decisions about hotels in Tokyo in December. Thank you. I was thinking of the Conrad, but might not now.

Conrad TYO is a uber slick business hotel in a versatile locality, however for my all round comparative values & purpose, I find Hilton TYO in a more comforting zone.

 

[Cynicor]

Bit OT, but what about the lounge is disappointing compared to the Hilton? I have booked the Conrad as I feel the location is better but if the hotel isn't great I can change. Concierge doesn't worry me too much, I'll give them a couple of months notice to make my restaurant reservations.

 

[jetlagger]

Bit OT, but what about the lounge is disappointing compared to the Hilton? I have booked the Conrad as I feel the location is better but if the hotel isn't great I can change. Concierge doesn't worry me too much, I'll give them a couple of months notice to make my restaurant reservations.

I'll PM you with the comparison.

 

[beardoc]

I'll PM you with the comparison.

If you could PM me too I'd be grateful!

 

[jetlagger]

If you could PM me too I'd be grateful!

Have asked Cynicor to forward on to you, as I accidentally deleted after I sent :-|
Cheers,
jl

 

[kpc]

Bit OT, but what about the lounge is disappointing compared to the Hilton? I have booked the Conrad as I feel the location is better but if the hotel isn't great I can change. Concierge doesn't worry me too much, I'll give them a couple of months notice to make my restaurant reservations.

Have asked to forward on to you, as I accidentally deleted after I sent :-|
Cheers,
jl

Cynicor, with jetlagger's permission, could you PM me as well? I have previosuly stayed at Hilton Shinjuku, and have booked a stay at Contard Tokyo next Easter so would be really interested in the comparison. Thanks

 

[jetlagger]

Cynicor, with jetlagger's permission, could you PM me as well? I have previosuly stayed at Hilton Shinjuku, and have booked a stay at Contard Tokyo next Easter so would be really interested in the comparison. Thanks

All fine with me. My apologies... wasn't that sure if was of interest to many, & I considered slightly O/T.
I may do a Japan TR shortly if time allows.
Cheers

 

[Flashback]

Status: HH Gold
Property: Doubletree Hilton Bristol South
Date: 25-27 August 2012
Rate: 59 GBP, Great Getaway Rate.
Booked: Twin Hilton Guest Room
Upgraded: Twin Hilton Guest Room (no upgrade at all)
Received: Breakfast in the restaurant. Nothing else. Hotel is fully booked (long weekend, but also this one is popular for weddings, there's 3 on today) so no category upgrade. I have no problems with that, however I would have at least expected one of the better rooms (location/view wise). I'm down in the back corner looking out at a set of bushes! The nicer views seem to be out the front, over the fields out towards the ocean. No glasses in the room, no bottles of water (which I've found standard at DT Hiltons). Interestly I sent the GM an e-mail shortly after checking in with some feedback and 10 minutes later a bottle of wine came up to the room... co-incidence? I think not :mrgreen:

Apart from that, a fantastic rate thanks to the sale and the hotel has a very nice modern feel to it. The room is very nice, but it's just a shame it was lacking the basics. Oh, no fridge either in any of the rooms at the hotel!

Edit: I've just been brought up the 2 largest bottles of water I've ever seen, with the DT logo on them. Quite nice. 4 Glasses mrgreen and even 2 bathrobes and slippers!

If there's one thing I do have to say about Hilton is that their service recovery is often faultless and they will go out of their way to look after their status members, especially if something is wrong. Certain other chains, I wouldn't say exhibit the same!

My rating for DT Bristol South has now gone from a 7/10 to a 9/10

 

[johnself]

Status: Gold
Property: Hilton On The Park Melbourne
Booked: King Hilton Guest Room
Received: Relaxation Suite
Very happy for a suite upgrade and great service at reception and lounge following my Brisbane experience. Hotel a little dated but preferable location to South Wharf due to walking distance to city. Flight left too early so unable to comment on breakfast.

Status: Gold
Property: Hilton LAX
Booked: Cheapest Available
Received: King Guest Room. Executive lounge access. High speed internet, 2 bottles water, continental breakfast in lounge. Minimal food offered in lounge and alcoholic drinks must be purchased.

 

[beardoc]

If there's one thing I do have to say about Hilton is that their service recovery is often faultless and they will go out of their way to look after their status members, especially if something is wrong. Certain other chains, I wouldn't say exhibit the same!

I suspect this is to a large degree related to OnQ - and it's one of the major reasons I like Hilton chains. You don't feel like you're bothering them if you have an issue and they fix issues, even if minor. I would have been very satisfied with what they did if I was in your situation too!

 

[Flashback]

I suspect this is to a large degree related to OnQ - and it's one of the major reasons I like Hilton chains. You don't feel like you're bothering them if you have an issue and they fix issues, even if minor. I would have been very satisfied with what they did if I was in your situation too!

What's OnQ? Is that the system that shows that you have actually been staying with them? Also, I'm not overly happy with them now .. as a result of their service recovery bottle of wine, our heads aren't quite 100%!

 

[Deleted member 29185]

What's OnQ?

I'm sure it does heaps.....but it also tells Hilton who are the customers worth keeping and who are the um, not so worthy recipients. For HH real stayers, I think it probably means excellent service, for those others it may mean someting else.

 

[oz_mark]

What's OnQ? Is that the system that shows that you have actually been staying with them? Also, I'm not overly happy with them now .. as a result of their service recovery bottle of wine, our heads aren't quite 100%!

OnQ is the Hilton platform for integrating multiple capabilities (such as sales, reservations, guest services, operations), which provides Hilton staff with information that allows them to act on demand (err, on cue).

 

[beardoc]

I'm sure it does heaps.....but it also tells Hilton who are the customers worth keeping and who are the um, not so worthy recipients. For HH real stayers, I think it probably means excellent service, for those others it may mean someting else.

If you're staying with hotels regularly and are a relatively pleasant guest, I can't imagine that this would be a problem. It's possible to be an exacting guest and expect a high level of service if you stay a lot. If you're someone that demands discounts, or if you took advantage of the Hampton Inn satisfaction guarantee a lot ("Satisfaction Guaranteed, or you stay free"), then it would be something that would be recorded against you (I've seen this mentioned in Hilton presentations I found on the web).

I remember a while ago that OnQ was used as a decision support tool - for example if a hotel is near capacity, and a casual non-HHonors customer wanted to extend their stay but they had a reason to believe that an HHonors Diamond guest was coming to stay (even if unconfirmed), OnQ would allow the front desk to refuse the casual person's request in favour of making the room available for the Diamond guest. It might result in rooms going missing, but the majority of a hotel's profits come from the top tier members. I was reading something earlier today that suggested that top tier members are 2% of the hotel's guests (i.e. Diamond) and earn the hotel 25% of their revenue - the next 18% are second tier (i.e. Gold) and earn the hotel 55% of their revenue. In this case, everything is focussed on making sure that the member is kept happy - including past service recoveries. If you were bumped from a busy hotel, then that would appear in service recoveries and they would be making sure you weren't the one that was bumped again, and when you next stayed in another Hilton, the front desk staff would have information and could apologise for your last stay at another hotel.

From what I've read, the information that is available in OnQ is quite breathtaking - they know a lot about you, what you buy, whether you're likely to take a paid upgrade, whether you tend to eat in house, whether you would take up a discounted promotion (like bonus points for dining in the hotel). I have had a consistent billing problem with Hilton Sydney over the last few stays and it has gone relatively high in Hilton Sydney. I have had assurances that they have put in place steps to prevent it happening again. I expect that there is an entry in OnQ in "service recoveries" about this.

What I don't know is whether feedback you give (such as from feedback cards) appears in your profile. If I was Hilton, I would absolutely be doing this. If you particularly comment on a particular staff member, then I would be making sure that they are providing you with service again when next you visit. That sort of stuff.

 

[turtlemichael]

Status: HH Diamond
Property: Hilton on the Park. Melbourne
Rate: ​$155.00. One night stay.
Booked: King Hilton Guest Room
Upgraded: Relaxation suite
Received: Lounge access and I imagine wifi but I didn't have a device with me.
Comments: Nice suite on 19th floor with a great view. Liked the pleasantly dated style of the hotel and the suite. Really poor water pressure in the room. No recognition of Diamond status at check-in (maybe apart from "welcome back" but it was my first time there). No note from the GM, no water, no fruit, no nothing. Went for lunch in the restaurant at 1.00pm. "Sorry, we're closed now" despite advertised hours as until 2.30pm 7 days. Had a sandwich in the lounge. Did not do the evening drinks but breakfast in the lounge was basic but adequate. Ordered morning paper did not arrive. Tried to check out in the executive lounge after seeing a long queue at Reception. "Sorry, we don't do check-outs at breakfast time as we are too busy". I would have thought that is when most people want to check-out? All up, the price would need to be good to get me back. I have a 4 night booking in a while at a good rate but HSW is currently $150 a night more expensive. If the difference reduces I'll cancel HOTP.
Overall impression: Totally underwhelmed. Reminded me of an American Hilton.

 

[simongr]

Stayed at HOTP again this week after three nights at HSW last week/weekend where the hotel staff were simply brilliant on every level from arranging a double room apartment, bringing hot chips into the lounge for boygr and generally being super.

As usual booked King Hilton Guest and got the relaxation suite. I havent had 913 before so that was a change...

Usual form letter from the GM (havent had one of those in a while at HSW) which I actually see as a bit pointless now.

 

[Ewing]

Hilton Fiji:

Status: Diamond
Rate: FJD 960/night
Booked: 2 bedroom beachfront
Received: 2 bedroom beachfront.

Had a welcome note, and free Internet + breakfast but that's all.

There's a few things I don't like. Will see how they go for the rest of my stay.

 

[Moopere]

Status: HH Gold (via MVP)
Property: Hilton South Wharf MEL
Date: 31st AUG
Rate: $212
Booked: King Hilton Guest Room (lowest room category)
Upgraded: King Hilton Executive (16th floor)
Received: Executive lounge benefits. Two bottles of water.

No GM welcome card .. first miss for me at this property. No turndown as requested at booking, still didn't get one even after I asked at the front desk. Small things though, the check-in desk was chirpy and really helpful even though I got in after midnight. Room and facilities clean. Room service tasty and fast with happy and positive service.

As always, I love this hotel.

 

[robd]

Property - Doubletree Suites Times Square
Status - Gold (Via CC link)
Rate - US $314 per night AAA rate inc. tax (7 nts)
Booked - 1 King Suite
Received - Double Double (my preference), complimentary breakfast & wifi.

 

[beardoc]

Status: HH Diamond
Property: Hilton Sydney
Rate: AUD119 (Great Getaway Rate less 20%)
Booked: King Hilton Guestroom
Upgraded: King Relaxation Suite
Received: Early check-in, late checkout to 1:30pm then access to the Lounge afterwards, Executive Lounge Access, Breakfast for 2 in Glass Brasserie, two bottles of water, apple, the usual wi-fi for 5 devices, non-personalised note from GM.

This is the first stay at the Sydney Hilton where I wasn't initially upgraded to a suite initially - my booking just before I checked in said "King Executive Room", and that's what the check-in person offered me - despite the basic guestrooms still going at the lowest rate and all other rooms available for sale. I just asked quietly if there were any suites available, and I got back an explanation that there are a certain number of suites that are given away to Diamond members, and that they had all been used for the today. Without prompting, the check-in staff went on to explain that Hilton thought they would be able to sell those suites by that evening. The check in person then went on to offer me a paid upgrade to those suites and said that I could have it if I paid, or if I didn't want to pay, then I could check with them later tonight to see if the rooms had not sold and then they could upgrade me. I just enquired as to what the rates would be for paid upgrades, and they went delving into OnQ, read a little more, and then said that they would upgrade me now as a space-available complementary upgrade.

It was a lovely stay - Tomiko in the Executive Lounge is an absolute gem and she recognises me and looks after me each time I'm there. I'm still in the Lounge now, but will be leaving soon.

The whole thing about initially refusing upgrades beyond an Executive Room got me wondering though - is Hilton Sydney (and in other threads Hilton Brisbane) clamping down on these upgrades and can we expect less in the future?