How do Hilton treat you as an Elite?

[QF WP]

Just thought I'd create a thread for this - looking back over the last year, I thought I'd done a thread here as well as on Priority Club.

I'm a Gold member.

Friday, 22 May to Sunday, 31 May (yes, 9 nights)
Property: Hilton Cairns
Room booked: King Room
Rate: Travelzoo $135 package rate (included bottle of red wine)
Received: Upgrade to King Suite, card from GM and the wine, obligatory 2 free water bottles per day

Wednesday, 8 July
Property: Hilton Parmelia Perth
Room booked: King Room
Rate: Award room
Received: Upgrade to King Suite, card from GM and the obligatory 2 free water bottles

Thursday, 9 July
Property: Hilton Adelaide
Room booked: King Room
Rate: Award room
Received: Upgrade to Exec Floor, card from GM and the obligatory 2 free water bottles

Saturday, 11 July
Property: Hilton Brisbane
Room booked: King Room
Rate: Met Package (birthday present for Mrs LW, included 2 buffet breakfasts at Atrium Cafe & 2 tickets to Qld Art Gallery for Impressionists Showing from Metropolitan Museum New York - to get some culture)
Received: Upgrade to Exec Floor, card from GM and the obligatory 2 free water bottles

Got some more travel to do to Melbourne this Friday, so hoping to fly down Thursday night to sample the new Hilton.

 

[dfcatch]

Nice sound bite, but vastly different in maning to

Which bit is unclear - the HHonors benefits clearly say that Diamond members receive a space-available upgrade - period.

The T&Cs then go into detail as to what that upgrade may or may not look like.

But giving an upgrade to a better room is non-negotiable for the property if there are rooms available.

But they can choose to upgrade you to a preferred room with no obligation for a suite.

 

[dfcatch]

You're misunderstanding what I wrote. I've said I don't disagree with your feelings, I would be a little annoyed as well, but I also wrote that what was offered is better than a blanket NO to a decent upgrade request, which is an option open to them (H-SYD). The "Alice in Wonderland" stuff I referred to is a claim that H-SYD wrote the HH Ts&Cs...which they didn't and that H-SYD is "obliged to give a suite as an upgrade.....which they are not. Those two points are not speculation, they are fact. Both of us have reminded other members that they should book the minimum level room they'd be happy with, as we do realise that an expected/hoped for upgrade may not eventuate. To suggest (as jackthomas did) that making these comments are tantamount to defending H-SYDs policy is incorrect. FWIW, I've found H-SYD to be so flaky with their status benefit offerings that I just don't stay there anymore. That option is open to everyone, which is why I wrote ... "The policy is theirs to decide.....the choice of acceptance is yours to ponder". That wasn't directed at you PF, it was an overarching statement for everyone to consider.



Stating facts is not tantamount to defending a policy. It's simply correcting misinformation....or do you perhaps believe that H-SYD has an obligation to give a suite as an upgrade if they're available? If you do, then we're simply reading the same Ts&Cs in a different light and I'm always up to a debate about them.

PF's issue isn't that they refused to upgrade to a suite - but that they didn't offer/provide the Diamond upgrade at all, despite rooms being available.

Now - if the hotel offered an upgrade, but just not to PF's preferred type of room - that's a different story.

Agree with your general sentiment - but defeatist resignation should be tempered so that 2-bit marketing chicks masquerading as HH loyalty management don't misread that sentiment.

 

[DC3]

Where's the GM when you need him?

 

[Deleted member 29185]

PF's issue isn't that they refused to upgrade to a suite - but that they didn't offer/provide the Diamond upgrade at all,

Are you sure? Perhaps they did. Whether we see it being defeatist or realist is not the argument. The reality is they can provide the exact same room as booked, but claim it's on a "higher" floor and that's the upgrade. I don't accept that excuse any more than any one else (as they're still dogbox rooms no matter which floor they're on), which is exactly why I choose to stay elsewhere. SYD has some very nice hotels, but H-SYD is not one of them unless you happen to jag a suite upgrade which we all know does not always happen. I'm not sure if that is viewed as being deafest, but to me is being a realist. If we don't like it, don't stay there.....there are far better options IMHO. I really think the biggest issue is H-SYD seem to go through mood swings. For sometime now, we've been hearing of good status treatment, before that it was bugger all upgrades, no more Glass, $5 coffees and escalating rates. Now it seems it may be swinging back that way......next week it might be that Glass is off the diamond menu again and then we'll hear no end of tales of woe with that as well.........the answer is, don't stay there but if you do, be aware, there is truck loads of wriggle room in the HH Ts&Cs to allow them to do all this......and more.

I, as much as anyone, have benefited hugely from advice from AFF, but the advice must be accurate. One of the key things that makes AFF a truly worthwhile travel resource is factual advice and PF's post was exactly that, but some of the other posts about "they have no right", "they have obligations", "they wrote the rules" etc etc etc are just bunkum and part of what makes AFF so reliable is that when bunkum is inadvertently written, it's almost expected that others are "obliged" to correct the falsities or else have others being mislead. The fact we can usually do that without the open hostility and jibes about someones IQ is something to be proud of.......I'm struggling to see why this thread has gone so wayward and yet no one has been able to say that I'm incorrect in my assessment of the Ts&Cs or for that matter, H-SYDs past status misdemeanours indicate something different. I'm more than happy to acknowledge my errors, but so far, all I see is lot's of name calling and brow beating with absolutely nothing to back up it up.

 

[moa999]

Which bit is unclear - the HHonors benefits clearly say that Diamond members receive a space-available upgrade - period.
The T&Cs then go into detail as to what that upgrade may or may not look like.
But giving an upgrade to a better room is non-negotiable for the property if there are rooms available.

It also says upgrades can excludes suites at discretion of hotel...

Reality is Hilton Sydney has two different room types.

Small rooms - Guestroom plus, Deluxe (separate tub), Deluxe Plus (high floor), Exec room (lounge access). -- all under 25sqm

then the much larger rooms which are generally at least 50% to 400% more in price.
Large rooms - Relax Room 48sq, Junior Suite 52sq, Relax Suite 53sq, -- which are all essentially suites.
Super large rooms - King 86sq, Master 90sq

For a guest to simply book the highest cat small room (the Exec room) with an expectation of getting a substantially larger room every time is a bit much...
Yes it will happen from time to time, but there shouldn't be an expectation, even as a Diamond.

Book a basic Guestroom, and then not get an upgrade, then you have a valid complaint.

 

[blackcat20]

Are you sure? Perhaps they did.

My understanding is that she was offered a paid upgrade. That's not the same as an upgrade as a result of status. While you are not "entitled" to a suite, the Ts&Cs say you are entitled to a space-available upgrade. If the suite is the next room up that's available, then it should have been provided as an upgrade.

 

[Princess Fiona]

For a guest to simply book the highest cat small room (the Exec room) with an expectation of getting a substantially larger room every time is a bit much...
Yes it will happen from time to time, but there shouldn't be an expectation, even as a Diamond.

Book a basic Guestroom, and then not get an upgrade, then you have a valid complaint.

Is this a general assumption about everyone or specifically about my circumstances?
If the latter I can assure you that I certainly didn't book the highest cat small room and expect a suite. Can't think why that conclusion could be drawn.
In fact the lowest category of room available at time of booking 3 months ago was an Exec room. I rarely book them, no need to.

As I've said before I book the room category that I'm happy to stay in and that won't change now. If I really want a suite, I'll book a suite.
What I'm complaining about is the check-in experience and the follow up email which was blatantly untruthful. There is no exclusion of Relaxation/King Suites from comp upgrades. As swanning_it has mentioned above Hilton SYD do a fine line in changing their interpretation of T&C's at their pleasure. It's this that they need to be called out on.

EDIT: FWIW this isn't the first time I've not had a comp upgrade to a suite. Late last year, no upgrade at all from a King Deluxe Plus (not Exec). Dealt with entirely professionally at check-in and no complaint registered by me here or elsewhere.

 

[Cynicor]

My understanding is that she was offered a paid upgrade. That's not the same as an upgrade as a result of status. While you are not "entitled" to a suite, the Ts&Cs say you are entitled to a space-available upgrade. If the suite is the next room up that's available, then it should have been provided as an upgrade.

That's not the case under the T+Cs, and that is the point Swanning is trying to make. We cannot say they PF did not receive an upgrade to a "preferred room" such as a high floor.

What he has also been saying is that this is BS overall, but strictly within the T+Cs.

To be honest, even the old base room to "executive" room is sometimes a con, and I often don't know if there is a difference in the room itself, being guaranteed exec lounge regardless.

 

[blackcat20]

To be honest, even the old base room to "executive" room is sometimes a con, and I often don't know if there is a difference in the room itself, being guaranteed exec lounge regardless.

I'm not well-read in the whole HH thing (still learning). But an upgrade from a standard to an exec for a diamond is cough. Its the same room (maybe a higher floor) and they already have lounge access. So its really a non-upgrade that makes the hotel feel like they've done a good deed when really they've done nothing.

I also dont consider a high floor an upgrade. Same room, different level, is still the same room.

 

[Princess Fiona]

That's not the case under the T+Cs, and that is the point Swanning is trying to make. We cannot say they PF did not receive an upgrade to a "preferred room" such as a high floor.

What he has also been saying is that this is BS overall, but strictly within the T+Cs.

To be honest, even the old base room to "executive" room is sometimes a con, and I often don't know if there is a difference in the room itself, being guaranteed exec lounge regardless.

I can say definitely that I did not receive any kind of upgrade "preferred room" or high floor. Hilton SYD has also confirmed this in their reply to me.

 

[Cynicor]

Any reply to your reply pointing this out?

I think high floors, exec upgrades and "preferred rooms" are all bs but it's in the T+Cs. Luckily most Asian hotels go above and beyond, or I'd stay elsewhere.

 

[marki]

I can say definitely that I did not receive any kind of upgrade "preferred room" or high floor. Hilton SYD has also confirmed this in their reply to me.

I am happy to give my two cents about my supposed preferred treatment at the Sydney Hilton. Princess Fiona is right pointing out that it does not exist. This is in stark contrast to the rest of the world. (exception UK). Room upgrades, extra's like use of special facilities not open to everyone ( SPA treatments).
Therefore being mischievous by nature I did challenged it. Wrote a letter to the manager of the Sydney Hilton addressing him by name. Why a highly paid up member through real stays (Diamond)at the Hilton was treated like a non status person straight from the street.......etc etc
You won't believe it but for an extra 50dollars upgraded to the penthouse suite that took 15 min to walk through. Huge bath with view to the city skyline. (anyway true story) the essence is not to take cough delivered to you unceremoniously. But demand ceremony it turns out they do treat you like a Diamond and different to the person on the street. Sydney Hilton are not motivated to treat you like an elite. What a shame.

 

[Princess Fiona]

Any reply to your reply pointing this out?

I think high floors, exec upgrades and "preferred rooms" are all bs but it's in the T+Cs. Luckily most Asian hotels go above and beyond, or I'd stay elsewhere.

Not pointed out explicitly but I would bet my house that if a Diamond with a confirmed Exec Room booking had been given even so much as a TV in the bathroom it would have been counted as a complimentary upgrade.

From the email :

"I was sorry to note that we did not quite meet your expectations regarding room upgrades on your last few stays with us.
Please be assured that we value you as a Diamond Member and as always, we will always do our best to extend complimentary room/suite upgrades when availability allows."

 

[Princess Fiona]

I am happy to give my two cents about my supposed preferred treatment at the Sydney Hilton. Princess Fiona is right pointing out that it does not exist. This is in stark contrast to the rest of the world. (exception UK). Room upgrades, extra's like use of special facilities not open to everyone ( SPA treatments).
Therefore being mischievous by nature I did challenged it. Wrote a letter to the manager of the Sydney Hilton addressing him by name. Why a highly paid up member through real stays (Diamond)at the Hilton was treated like a non status person straight from the street.......etc etc
You won't believe it but for an extra 50dollars upgraded to the penthouse suite that took 15 min to walk through. Huge bath with view to the city skyline. (anyway true story) the essence is not to take cough delivered to you unceremoniously. But demand ceremony it turns out they do treat you like a Diamond and different to the person on the street. Sydney Hilton are not motivated to treat you like an elite. What a shame.

That's a great result for you.
I've received the King Premier Suite once too (upgrade from Relaxation Room IIRC) complete surprise and it was indeed lovely.

 

[Buzzard]

Since we are discussing upgrades, I was told by a staff member at HSW that the longer your stay, the less likely an upgrade as a room may not be available for the duration.
Whilst I understand that, it does make the/my Diamond status upgrade benefit somewhat worthless, as I discovered during a 5 night stay at HSYD.

 

[Deleted member 29185]

From the email:
"I was sorry to note that we did not quite meet your expectations regarding room upgrades on your last few stays with us.
Please be assured that we value you as a Diamond Member and as always, we will always do our best to extend complimentary room/suite upgrades when availability allows."

If you did pressure them, I'd bet my bottom dollar that the response would be "we upgraded you to a higher floor". Let's face it, they could give you the 7th floor (unimpressive) and claim they were going to give you the 6th floor before the "upgrade". The room types are the problem. H-SYD, if being fair dinkum, would take two floors and renovate them to larger base rooms. That'll allow an easy upgrade and be able to sell for a higher rate, but they'd lose rooms. Why would they do that when they seem to be consistently running at high occupancy? Certainly not to be "fair" to status members.

As I said from the start, the offer made does have some merit. If I were travelling alone, I'd reject it but if with family, I'd grab a King Suite for $200 over a dogbox without hesitation. Horses for courses.

 

[Princess Fiona]

As I said from the start, the offer made does have some merit. If I were travelling alone, I'd reject it but if with family, I'd grab a King Suite for $200 over a dogbox without hesitation. Horses for courses.

Oh absolutely, travelling with family would probably have taken it, if it's that or nothing.

Interestingly I came across this via the hotel's website

ROOMS & SUITES
The Hilton Sydney has 577 exquisitely furnished suites and rooms with 8 categories available:
o 81 Guestroom Plus
o 293 Deluxe Rooms
o 55 Executive Rooms
o 16 Relaxation Rooms
o 15 Corner Relaxation suites
o 8 King suites
o 4 Junior Suites
o 1 Master Suite

Makes the whole upgrade numbers game a bit curious.

 

[chg89]

Since we are discussing upgrades, I was told by a staff member at HSW that the longer your stay, the less likely an upgrade as a room may not be available for the duration.
Whilst I understand that, it does make the/my Diamond status upgrade benefit somewhat worthless, as I discovered during a 5 night stay at HSYD.

Oh dear , not looking forward to a upcoming 4 night stay at hsw now. Perhaps break up the stay with one night at dt ?

 

[hydrabyss]

Oh absolutely, travelling with family would probably have taken it, if it's that or nothing.

Interestingly I came across this via the hotel's website

ROOMS & SUITES
The Hilton Sydney has 577 exquisitely furnished suites and rooms with 8 categories available:
o 81 Guestroom Plus
o 293 Deluxe Rooms
o 55 Executive Rooms
o 16 Relaxation Rooms
o 15 Corner Relaxation suites
o 8 King suites
o 4 Junior Suites
o 1 Master Suite

Makes the whole upgrade numbers game a bit curious.

Noticed theres 104 rooms missing.Plus have yet to see an exquisitely furnished room.

 

[Buzzard]

Noticed theres 104 rooms missing.Plus have yet to see an exquisitely furnished room.

104 rooms set aside for upgrades