How do Hilton treat you as an Elite?

[cgoh]

I really don't think surname has anything to do with suite upgrades, but rather it really depends on whether you are a real diamond member or a cubic zirconia.

I am Asian and I am at 99% suite upgrade last year (2012) with Hilton, Double Tree, Conrad and W/A (hope I don't jinx myself). I have stayed at the following properties:

HSW (roughy 10 times ~ 22 nights).
HOTP* (roughly 15 times ~ 20 nights).
Conrad HK (3 times ~ 9 nights).
Hilton KL Sentral (6 times ~ 15 nights)
Intermark Doubletree KL (one ~ 3 nights)
Parmelia Hilton (5 times ~ 30 nights)
Hilton Sydney# (twice ~ 2 nights)
Hilton Singapore (twice ~ 4 nights)
Hilton Shanghai (once ~ 2 nights, no suite upgrade due to renovation)
W/A Shanghai (One ~ 2 nights)

* For HOTP, I became quite friendly with the front desk manager and always email her ahead of my arrival.
# I booked once for a colleague using my free night cert and suite upgrade was confirmed at time of booking. Did the same for SWMBO and got the same treatment.

Essentially, I was told that due to the influx of the number of status matched diamond, they have been selectively upgrading members, depending on the occupancy rate of the Hotel. I had a stay in Conrad HK during the October golden week where the hotel was fully booked, and I could check in 9am, check out 3pm the next day and had a suite. In short, they do definitely look at your stay history and decide which member has upgrade priority.

 

[zig]

Is there any rhyme or reason why people get bottles of wine? I never get one - here. I recall getting them in China though.

Often wondered about this myself. I have never received one here at a Hilton (I'm Gold) and don't expect one. I have on sometimes received a bottle of wine here at Intercontinental and Sofitel, but on other stays (at same status) have not received it. haven't been able to figure it out, but am always happy to receive

 

[mella2007]

Hilton coughet
Jan 6 to Jan 9 (3 nights)
2 Rooms booked
Booked: King Deluxe Plus Sea View
Rate: 12,000 points plus $45 and taxes per night per room (roughly $60)

Received: Separate Hhonors desk check in. Cold towels and drink served on arrival.
Told both rooms were "upgraded". Got to the rooms and one of them had a twin bed, the other a king...oldest wing in the hotel. I got quite annoyed as it wasn't an upgrade (it was lower than what I had booked, as well as the twin bed issue). Lady who took us up to the rooms said hotel was full and no king beds available. I said after booking 5 months ago, I expected the bedding config I booked, and my profile never has had a twin bed mentioned nor booked.
Took an hour to sort out another room that had a King bed, in an even worse room (overlooking the dumpster, horrible smell and no view whatsoever) Given two complimentary drinks for the "hassle" of which I said I didn't want...I just wanted the room I booked...and definitely no upgrade was given as she stated!
Asked to speak to Management twice of which I was told they were "busy". Also emailed Hhonors to no reply as yet. Half the bedroom flooded when having a shower, due to the water seeping through the tiles. Calls again and visiting the front desk didn't achieve anything.
2nd day I had enough and got really upset after floor flooded again and suitcase got wet. Finally found some sort of Manager and explained what happened at check in, the wrong room types and the poor service. "Miraculously" a suite had been found for me...so they moved our room within 10 mins...nice view, fairly large, but entire hotel very tired. Will write up more about it, including pics in a trip report.
Buffet breakfast given to both rooms, as well as late check out till 5pm for my room. Wifi also for both rooms, however very spotty connection and dropped in/out all the time.

Very tired Hilton...the worst I've stayed in. English skills by staff very very poor including Management. Issues with the bill with extra charges on it of which it took a while to get sorted.

 

[Cynicor]

Ah yes, Hilton coughet Arcadia. I think I left a less than glowing review here and on TA about it. What a hole, and Karon beach is only better than Patong because it is smaller. So glad DrRon recommended the Khao Lak Le Meridien, at which we spent the bulk of our time. I was thinking of going back as a diamond to give them a second chance but I'm not sure why I even had the thought now... Even the pools aren't that nice and there's nothing in the area that appeals.

 

[Deleted member 29185]

Issues with the bill with extra charges on it of which it took a while to get sorted.

Can you say what the extra charges were for?

This concerns me a bit as I've very occasionally had extra charges added to my bill. I always dispute them as I'm worried that it might end up listed with On-Q as something like "sucker here who doesn't check the bill.....rip a few extras into him".......of course it would be in a subtle sort of code.

 

[Cynicor]

Hilton Niseko Village

HH Diamond
Rate: AP breakfast and dinner ~31000 JPY/night.
Booked: 2 Rooms, twin room, only one available online due to poor website.
enailed prior to and after booking requesting king room for 1
Recieved: 2 twin deluxe rooms
Benefits: 2 bottles of water in both rooms each day, welcome back plate with some chivvied and banana bread in each room.

Misses- seen at entrance and staff ran inside, I presumed to get a trolley for our copious luggage (4 cases, 2 skis/snowboards). Person disappeared leaving us to lug it in form the slow- literally (arrived at 6pm- dark and snowy).
checkin- no king room, no mention of king room. All sold out, no apology. No mention of diamond, welcome back, explanation of diamond benefits or anything. Asked about the welcome drink as we had stayed before and she just said its on the breakfast card. Didn't explain our options. She did offer to have someone put two beds together which they did remarkably quickly at least.
rate included dinner- but told on checkin that reservations are essential. They haven't been before so we headed off to find dinner. Booked out at our first 2 restaurant choices until 8:45 which is unacceptable after a 36 hour transit (left home at 9am prev day). Finally found dinner at a buffet that was packed to the brim.
nonnewspaper next day, no replacement toiletries for our room (ended up stealing some soap from a housekeeping trolley.

Not sure what happened to the hotel, it's usually amazing. The rest of the stay has improved a little and, as I booked as 1 night and 7 nights I was just asked to give feedback on my first 'stay'. I told them all of the above and the same night 2 managers turned up while we were at dinner to apologise which was amazingly quick. It was probably only 3 hours from submitting the survey to them turning up.

plus side- the snow is even better than last year! Power is amazing and deep and I highly recommend people come to this Hilton, but don't hope for diamond benefits. Breakfast is free for everyone, deluxe rooms get Internet free anyway, everyone gets a welcome drink etc. there's not much to distinguish a diamond except your welcome drink can be a bit nicer than non golds/diamonds.

 

[Moopere]

Hilton coughet
Jan 6 to Jan 9 (3 nights)
2 Rooms booked
Booked: King Deluxe Plus Sea View
Rate: 12,000 points plus $45 and taxes per night per room (roughly $60)

Cant thank you enough for this feedback. Other web resources have a similar undercurrent for this hotel, but confusingly there are good reports splattered throughout, so I'd almost decided to give it a shot and hope for the best. Won't go near it now. Surely now that DT Surin Beach is operating they'll close the Arcadia and give it the broom and paint job overall, or just let it go, whatever is appropriate.

 

[Sprucegoose]

I really don't think surname has anything to do with suite upgrades, but rather it really depends on whether you are a real diamond member or a cubic zirconia.

I am Asian and I am at 99% suite upgrade last year (2012) with Hilton, Double Tree, Conrad and W/A (hope I don't jinx myself). I have stayed at the following properties:

HSW (roughy 10 times ~ 22 nights).
HOTP* (roughly 15 times ~ 20 nights).
Conrad HK (3 times ~ 9 nights).
Hilton KL Sentral (6 times ~ 15 nights)
Intermark Doubletree KL (one ~ 3 nights)
Parmelia Hilton (5 times ~ 30 nights)
Hilton Sydney# (twice ~ 2 nights)
Hilton Singapore (twice ~ 4 nights)
Hilton Shanghai (once ~ 2 nights, no suite upgrade due to renovation)
W/A Shanghai (One ~ 2 nights)

* For HOTP, I became quite friendly with the front desk manager and always email her ahead of my arrival.
# I booked once for a colleague using my free night cert and suite upgrade was confirmed at time of booking. Did the same for SWMBO and got the same treatment.

Essentially, I was told that due to the influx of the number of status matched diamond, they have been selectively upgrading members, depending on the occupancy rate of the Hotel. I had a stay in Conrad HK during the October golden week where the hotel was fully booked, and I could check in 9am, check out 3pm the next day and had a suite. In short, they do definitely look at your stay history and decide which member has upgrade priority.

Interesting view. If we accept your comments from Hilton, then are they not degrading their product by offering status match?

i can understand looking after the highest priority guest when stock is tight, but are you suggesting they do this when it is not?

 

[Kefci2000]

Hilton South Wharf.
Booked King, upgraded to Yarra Suite.
On balcony of exec loung enjoying a beer and the view

 

[cgoh]

Interesting view. If we accept your comments from Hilton, then are they not degrading their product by offering status match?

i can understand looking after the highest priority guest when stock is tight, but are you suggesting they do this when it is not?

I am definitely not suggesting that when stock is not tight. Look at my comment and I did mention when occupancy rate is high that's when they start looking at who to upgrade.

 

[mella2007]

Can you say what the extra charges were for?

This concerns me a bit as I've very occasionally had extra charges added to my bill. I always dispute them as I'm worried that it might end up listed with On-Q as something like "sucker here who doesn't check the bill.....rip a few extras into him".......of course it would be in a subtle sort of code.

The complimentary bottles of water. A room service charge we never had (for breakfast!) and double a nightly tax twice

 

[Deleted member 29185]

The complimentary bottles of water. A room service charge we never had (for breakfast!) and double a nightly tax twice

Thanks. We've experienced a charge for the complimentary internet, diamond upgrade (charged at Nor 1....but there was a mitigating argument there) and a bill for $6 which no one could explain and they couldn't reverse for some reason. I ended up paying it simply because I wanted to get going.

 

[turtlemichael]

Status: Diamond
Property: Hilton Cairns
Date: 12 January 2013
Rate: $153.00 AWA Rate
Booked: King Hilton Guest Room
Received: King Hilton Executive Room
Other: 2 small bottles of water, breakfast size jar of Kuranda honey.
Room overlooked the inlet and was comfortable apart from the bed- two singles pushed together which a huge ridge in the middle. The executive lounge is open three hours in the evening for drinks - very friendly service and an improved (from last August) selection of hot and cold nibbles. Lounge and hotel very quiet. Good breakfast in the restaurant. As well, very good dinner in Hanuman which I think is the best restaurant in the city. Ordered a margarita at the bar at 8.55pm told last orders as shut at 9.00pm. The margarita was undrinkable. Complained and the bar-person said first one she had made. No wonder they were shutting. All up, ok stay but rough around the edges.

 

[Deleted member 29185]

Status: Diamond
Property: Hilton Cairns
Date: 12 January 2013
Rate: $153.00 AWA Rate
Booked: King Hilton Guest Room
Received: King Hilton Executive Room
Other: 2 small bottles of water, breakfast size jar of Kuranda honey.
Room overlooked the inlet and was comfortable apart from the bed- two singles pushed together which a huge ridge in the middle. The executive lounge is open three hours in the evening for drinks - very friendly service and an improved (from last August) selection of hot and cold nibbles. Lounge and hotel very quiet. Good breakfast in the restaurant. As well, very good dinner in Hanuman which I think is the best restaurant in the city. Ordered a margarita at the bar at 8.55pm told last orders as shut at 9.00pm. The margarita was undrinkable. Complained and the bar-person said first one she had made. No wonder they were shutting. All up, ok stay but rough around the edges.

Pretty similar to my stay on the 8th except I ended up with 4 small waters + 1 sparkling water. Did you also get the welcome card from the manager? I don't think they've ever missed the card with my stays. I like Hilton Cairns. Despite being a Cat.5 hotel, it has a nice restaurant, nice pool area, nice bar, nice rooms, nice view (either side), nice lounge, friendly staff who do a good job, great valet parking rates, separate staff lift which means the 3 remaining lifts arrive fairly promptly and best of all it's well positioned for my work. Very hard to winge about anything here really (I've only had 5 nights though). I've found staff seem to leave new waters each time they visit the room, which is very much appreciated.

 

[drross]

Pretty similar to my stay on the 8th except I ended up with 4 small waters + 1 sparkling water. Did you also get the welcome card from the manager? I don't think they've ever missed the card with my stays. I like Hilton Cairns. Despite being a Cat.5 hotel, it has a nice restaurant, nice pool area, nice bar, nice rooms, nice view (either side), nice lounge, friendly staff who do a good job, great valet parking rates, separate staff lift which means the 3 remaining lifts arrive fairly promptly and best of all it's well positioned for my work. Very hard to winge about anything here really (I've only had 5 nights though). I've found staff seem to leave new waters each time they visit the room, which is very much appreciated.

I've had 4 stays there recently and agree that the staff are great.. Front desk, exec lounge etc and the supply of bottled water is great!

 

[turtlemichael]

Pretty similar to my stay on the 8th except I ended up with 4 small waters + 1 sparkling water. Did you also get the welcome card from the manager? I don't think they've ever missed the card with my stays. I like Hilton Cairns. Despite being a Cat.5 hotel, it has a nice restaurant, nice pool area, nice bar, nice rooms, nice view (either side), nice lounge, friendly staff who do a good job, great valet parking rates, separate staff lift which means the 3 remaining lifts arrive fairly promptly and best of all it's well positioned for my work. Very hard to winge about anything here really (I've only had 5 nights though). I've found staff seem to leave new waters each time they visit the room, which is very much appreciated.

Yep, had the manager's card. Didn't mention the pool which is a good area. I think it is a decent hotel particularly the food in Hanuman which to my mind is top notch. We go there quite often when not staying at the hotel. Good to see the club lounge food improvement too. The hotel's problem though is the same as for most of the hospitality industry in Cairns, transient and variable quality front line staff particularly in the waiting type positions. I think the desk staff are fine and helpful.

 

[QF WP]

Love Hilton CS who manually posted my missing points from my 19 to 26 Sept stay:


19 Sep 2012 Base Points 29569
19 Sep 2012 50% BONUS ON BASE POINTS 14784
19 Sep 2012 2012 Q3 TRIPLE YOUR TRIP SYSTEMWIDE OFFER 42240

Now to see whether they are reflected against my 2012 status or 2013? Hoping 2012, so will make a call to check.

 

[Sprucegoose]

Love Hilton CS who manually posted my missing points from my 19 to 26 Sept stay:


19 Sep 2012 Base Points 29569
19 Sep 2012 50% BONUS ON BASE POINTS 14784
19 Sep 2012 2012 Q3 TRIPLE YOUR TRIP SYSTEMWIDE OFFER 42240

Now to see whether they are reflected against my 2012 status or 2013? Hoping 2012, so will make a call to check.

Should be 2012.....

 

[QF WP]

They got wrong: No 1000 bonus points for the $50 restaurant meal promo for two stays (third stay, no meal). Staff really unsure about the whole deal but it is advertised in their flip card thingo in the room.

You're in trouble then, if the Fiji Hilton can post them without delay (although that says nothing for them posting the rest of my stay)

15 Oct 2012 1,000 POINTS HOTEL DINING OFFER 1000
15 Oct 2012 1,000 POINTS HOTEL DINING OFFER 1000
15 Oct 2012 1,000 POINTS HOTEL DINING OFFER 1000
15 Oct 2012 1,000 POINTS HOTEL DINING OFFER 1000
15 Oct 2012 1,000 POINTS HOTEL DINING OFFER 1000
15 Oct 20112 1,000 POINTS HOTEL DINING OFFER 1000

 

[QF WP]

Should be 2012.....

That's my hope, looking at the manual dates being correct. Fingers x'ed.