How do Hilton treat you as an Elite?

[dajop]

I can't remember which level the hotel rooms start at ... I've been on 27 before and I remember it feeling pretty low. The first rooms might be at 24 (??).

I was on level 22, with plenty of SQ crew (judging by those getting into/out of lifts). Also only booked for 1 person, but there were 2 of us at check-in which was not a problem, however it was when accessing lounge for breakfast we were advised only 1 person booked, so only one allowed and that "spouse stays for free" only applies to diamond members !! They let us in anyway, as as they knew my partner (diamond) from 10+ stays this year (and to answer the obvious, we booked under my name so I can retain gold, and get the EK bonus 5000 miles on offer at the moment). Provided written feedback using feedback form on checkout, expressing puzzlement at lack of upgrades etc, we'll see if I get a response.

 

[Moopere]

I was on level 22, with plenty of SQ crew (judging by those getting into/out of lifts). Also only booked for 1 person, but there were 2 of us at check-in which was not a problem, however it was when accessing lounge for breakfast we were advised only 1 person booked, so only one allowed and that "spouse stays for free" only applies to diamond members !!

Really, very poor form. At hearing that I'm not even sure I'd wait for hhonors to get involved, probably would ask for the duty manager. Heres the deal for Golds, as we all know:

Members with Gold status receive all the benefits in the lower tiers:

• Quick reservations and check-ins based on your room preferences
• Late check-out*
• Express check-out
• Spouse stays free**
• Complimentary access to fitness centers and health clubs†
• Two complimentary bottles of water per stay (at Waldorf Astoria™ Hotels & Resorts, Conrad® Hotels & Resorts, Hilton Hotels & Resorts, DoubleTree by Hilton™, Embassy Suites Hotels™, Hilton Garden Inn™ and Hilton Grand Vacations™ hotels)

With the "**" footnote:

** Spouse stays free in member's room on qualifying stays, available at all hotels in the Hilton Worldwide portfolio of brands, except Hampton™ hotels. This benefit does not apply at any hotel when the rate includes additional components (for example, meals, activities, parking, etc.) that are quoted as a per person or per room charge.

So, if you booked a room that included breakfast in the rate, then they are correct in wanting a booking for 2x pax - however, fair cop surely? A bit of thought, and not very much really, would have them realise that you as gold and spouse as diamond are due for a free breakfast in any case ... so why even bring it up?

Provided written feedback using feedback form on checkout, expressing puzzlement at lack of upgrades etc, we'll see if I get a response.

I always do. I leave feedback all the time, both good and bad, as the situation warrants, and always get some form of response from the GM's email address.

If Sydney are starting to fail in relation to elite benefits then I'm sure there are many here who are extremely interested in that.

 

[serfty]

... and that "spouse stays for free" only applies to diamond members !! ...

This benefit can apply to any HHonors member with an eligible stay. (http://hhonors3.hilton.com/en/terms/index.html)

HHonors Amenities for all Members, including Blue, Silver Elite, Gold Elite and Diamond Elite Members

...

• Spouse stays free in the Member's room on qualifying stays. This benefit excludes stays at Hampton Inn and Hampton Inn and Suites. This benefit does not apply at any hotel when the rate includes additional components (e.g., meals, activities, parking, etc.) that are quoted as a per person or per room charge.

 

[jetlagger]

I was on level 22, with plenty of SQ crew (judging by those getting into/out of lifts). Also only booked for 1 person, but there were 2 of us at check-in which was not a problem, however it was when accessing lounge for breakfast we were advised only 1 person booked, so only one allowed and that "spouse stays for free" only applies to diamond members !! They let us in anyway, as as they knew my partner (diamond) from 10+ stays this year (and to answer the obvious, we booked under my name so I can retain gold, and get the EK bonus 5000 miles on offer at the moment). Provided written feedback using feedback form on checkout, expressing puzzlement at lack of upgrades etc, we'll see if I get a response.

Look forward to the response 'interpretation"

 

[k3nnis]

Status: Gold
Property: Hilton Queenstown NZ
Date: 9 Nov 2012 for 7 Nights
Rate: Cash + Points (Lowest)
Booked: King Hilton Guest Room
Upgrade: King Lake Wakatipu Suite
Received: Two bottles of water.
Complimentary Breakfast at Wakatipu Grill

 

[dfcatch]

I was on level 22, with plenty of SQ crew (judging by those getting into/out of lifts). Also only booked for 1 person, but there were 2 of us at check-in which was not a problem, however it was when accessing lounge for breakfast we were advised only 1 person booked, so only one allowed and that "spouse stays for free" only applies to diamond members !! They let us in anyway, as as they knew my partner (diamond) from 10+ stays this year (and to answer the obvious, we booked under my name so I can retain gold, and get the EK bonus 5000 miles on offer at the moment). Provided written feedback using feedback form on checkout, expressing puzzlement at lack of upgrades etc, we'll see if I get a response.

Very poor form from SYD.

My last stay I was treated very well and sent feedback accordingly.

At least under the old system Golds were given automatic Exec upgrades - so no excuse for trying to charge you IMHO

 

[DeKa]

Status: Gold
Property: Hilton Parmelia Perth
Date: 14 Nov 2012 for 4 Nights
Rate: $2xx / night
Booked: TWIN HILTON GUESTROOM (booked for 1 person with the "Spouse Stays Free" comments)
Upgrade: King Guestroom
Received: Two bottles of water per day and complimentary breakfast at Globe for MrsDeKa and I.

Notes - this was on level 2, and we were surrounded by airline crew. I was quite happy with the room and breakfast for the rate we paid, considering Perth hotels are so expensive.

 

[simongr]

That is a great rate for Perth!

 

[TonyHancock]

Status: Diamond
Property: Hilton Parmelia Perth
Date: 19 Nov 2012 for 2 Nights
Rate: $385 / night
Booked: King HILTON GUESTROOM
Upgrade: None - Top floor room though
Received: Free internet, two bottles of water per day and complimentary breakfast at Globe and one free drink at Adelphi Steakhouse and bar

I find the Parmelia ordinary at best. With an air conditioner attempting to be a pneumatic drill, and the unpleasant, extraordinarily strong fresh paint aroma in the room, this is one of the worst stays at a Hilton I have experienced. (It is, of course, absolutely full.)

 

[Moopere]

At least under the old system Golds were given automatic Exec upgrades - so no excuse for trying to charge you IMHO

Yes, indeed. I'm really concerned by the possibilities that appear to be getting explored by some properties.

For example: No "preferred" room availability left sir, sorry, so no elite upgrades are available ... however we do have paid executive rooms, would you like to purchase one of those?

Perhaps the hotel has only one designated room (rather than a class of rooms) for upgrades and the rest are available for purchase only? The opportunity to 'play' the hhonors system and not provide for elites seems open for abuse.

 

[Mollycram]

Stayed at Hilton Sydney on the weekend. Got upgraded to exec level and got card from GM and packet of dried fruit. Visited the newly refurbished exec lounge and it was a complete disaster. Hotel was apparently full and this was reflected in the exec lounge which was at times, standing room only. Had to queue for 10 minutes at their newly created bar in order to get a drink and had to keep going back to check to see whether food items had been replenished. They certainly couldn't keep up with the demand from an overcrowded lounge. On a plus side, for those of you who like seafood, they were providing prawns and oysters as part of their canapé offering.

 

[jetlagger]

Stayed at Hilton Sydney on the weekend. Got upgraded to exec level and got card from GM and packet of dried fruit. Visited the newly refurbished exec lounge and it was a complete disaster. Hotel was apparently full and this was reflected in the exec lounge which was at times, standing room only. Had to queue for 10 minutes at their newly created bar in order to get a drink and had to keep going back to check to see whether food items had been replenished. They certainly couldn't keep up with the demand from an overcrowded lounge. On a plus side, for those of you who like seafood, they were providing prawns and oysters as part of their canapé offering.

Hope you have given feedback to Hilton.. Guess it would be in their best interest to get the new lounge & its occupants to a satisfactory level. :shock:

 

[Timtammi]

Hotel: Hilton KL Sentral
Date: October 2012
Booked: King Deluxe Lake View
Received: Grand Executive Suite

Very very nice suite with separate lounge/dining room and great bathroom as well as separate powder room near entry, walk in closet etc.
Another great stay at the Hilton KL including a great dinner at the Chinese restaurant there and some very nice drinks and breakfast in the exec lounge. Lounge was pretty busy so I assume hotel was pretty full but service was as great as ever and excellent shopping was had at the mid-valley mega mall. I love KL as a stop-over and the Hilton fits the bill perfectly.

Cheers

Timmi

 

[Heleigh]

Hotel: Hilton KL Sentral
Date: October 2012
Booked: King Deluxe Lake View
Received: Grand Executive Suite

Very very nice suite with separate lounge/dining room and great bathroom as well as separate powder room near entry, walk in closet etc.
Another great stay at the Hilton KL including a great dinner at the Chinese restaurant there and some very nice drinks and breakfast in the exec lounge. Lounge was pretty busy so I assume hotel was pretty full but service was as great as ever and excellent shopping was had at the mid-valley mega mall. I love KL as a stop-over and the Hilton fits the bill perfectly.

Cheers

Timmi

Looking forward to my stay 25th - 27th Dec. All reports on this hotel have been great.

 

[simongr]

Yarra Suite last night at HSW.

 

[Kefci2000]

Oh my god, just got the most rediculous upgrade ever.

Booked points 20,000 plus pay $70 for king room at Conrad Cotai macau, and have been upgraded to exec suite complete with home theatre (I guess similar to what Fiona got in HK).

Drinks in lobby bar and breakfast included. It is indeed good to be the king!!

 

[Princess Fiona]

Oh my god, just got the most rediculous upgrade ever.

Booked points 20,000 plus pay $70 for king room at Conrad Cotai macau, and have been upgraded to exec suite complete with home theatre (I guess similar to what Fiona got in HK).

Drinks in lobby bar and breakfast included. It is indeed good to be the king!!

Noice Enjoy!

 

[Kefci2000]

Noice Enjoy!

Exec lounge is closed for works so have to suffer free coughtails in the Lobby bar.

Suite looks exactly like the one you stayed in in HK.

This plus First on a380 is making a very memorable trip

 

[jetlagger]

Exec lounge is closed for works so have to suffer free coughtails in the Lobby bar.

Suite looks exactly like the one you stayed in in HK.

This plus First on a380 is making a very memorable trip

Well done! Great hotel, great location. Have fun!
I was at the Sheraton next door, last month - also was treated very well, though that is for another thread.:mrgreen:

 

[Kefci2000]

Now feel obligated to drop a few hundred at the casino and restaurants !