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]

Based on years of loyalty to HSYD I can say this statement is absolutely 100% incorrect!

Not in PF's, my, or numerous other AFF member experiences.

Just read this thread.

I didn't say they have a stellar record - but for them to claim that they don't just isn't accurate.

 

[dfcatch]

Giving HSyd a go tomorrow night on a King Guestroom Plus rate at about $200.
Today got offered what i booked on Lev 22-26 via the app.

Not expecting more than a Deluxe High Floor.

Diamond this year (was Gold at least stay at HSyd last year)

I never check in via the app. Upgrades technically are the discretion of the front desk (even though sometimes the app will do it (or show it early).

 

[Deleted member 29185]

This is even ignoring the fact that Hilton Sydney routinely does in fact upgrade to the suite types mentioned.

Based on years of loyalty to HSYD I can say this statement is absolutely 100% incorrect!

Not in PF's, my, or numerous other AFF member experiences.

Just read this thread.

I didn't say they have a stellar record - but for them to claim that they don't just isn't accurate.

I think you'll find that boomy actually agrees that H-SYD gives suite upgrades. I don't necessarily believe judging their past policy to be any indication of their present policy....that can change on a whim of the owners, you just have to look at the Glass inclusion for that. I know many Gold HH members that have also enjoyed the gold status complementary breakfast in Glass but I hear that's no longer offered to them due to a policy change, so would H-SYD be "just not accurate" in telling current gold guests that they do not offer breakfast in Glass as the status complementary continental breakfast?

As much as we all may like to vent over this issue, it's been debated ad nauseum for years and they don't tend to be changing their attitude (despite the odd positive news about stays from time to time). HH is governed by the jurisdiction of New York state so are you going to lodge a writ (or whatever it is) in NY to force them to adopt what you believe the Ts&Cs are actually saying? I think one thing we often tend to forget, is that Hilton in Australia often goes over and above the bare minimum stated by HH. We accept that with a smile but when they strictly apply the Ts&Cs as they read them, we are genuinely disappointed......but surely that's life. Don't like it, don't stay there.

 

[Deleted member 29185]

There's a huge difference between their base room and an executive room.

If you've ever been in one of their base rooms - you'd know.

Can you elaborate a bit more on what the difference is please? Genuine question as from what I can tell is its just a different floor level and perhaps different amenities.

I'd also like to (genuinely) hear the answer to this. The reason being, I've been in both a base room and an exec room and I couldn't pick any difference. Reading dfcatch state there is a "huge difference", has me wondering if they actually have genuine exec rooms but I received a badge engineered exec room. It would certainly confirm suspicions that is what they do. I must admit to thinking all exec rooms in H-SYD must be the same as a guest room with perhaps an additional mirror or something hanging on the wall.

 

[puppysparkes]

Reply received from HSYD
"However, as you may be able to appreciate the hotel does have a limited number of upgrades to Executive Rooms, Relaxation Rooms and Junior Suites, and I sincerely regret that complimentary suite upgrades for your recent stay was unavailable. In line with the Hilton HHonors Terms & Conditions Relaxation Suites, King Suites and Master Suites are not included in the Hilton HHonors complementary upgrade benefits"

Except I have been upgraded to all of the above room types as a comp upgrade benefit.

What a big pile of excrement!

 

[serfty]

FWIW the addition of a couple of bath robes or larger / better toileteries when other rooms of the same size don't have these can make that room "preferred".

Even side by side on the same floor ...

"Quick, we have a Diamond coming, bung some robes into their room" ...

 

[Simo]

I have had some awesome experiences at HIlton as a Diamond and other staff which have really just followed the guidelines and that is fine.

 

[moa999]

Giving HSyd a go tomorrow night on a King Guestroom Plus rate at about $200.
Today got offered what i booked on Lev 22-26 via the app.
Not expecting more than a Deluxe High Floor.

Hotel - Hilton Sydney
Status - Diamond
Booked - King Guest Plus $200
Received - King Deluxe Plus

This morning no change to the app. By lunch had been pre-allocated a Deluxe Plus x13 room and had a choice of a bunch on 40-44.

As advised went straight to the Exec Lounge on arrival at just after 3. Bunch of furious tapping as the staffer looked for a room. Didn't push it and ask for a suite, and was given an x03 Deluxe Plus room with bath and views of Sydney Tower and to heads.

Mini bottle of St.Hallet Faith Shiraz 2014 in room.

 

[JessicaTam]

Property: HH CNS
Date: Feb 2016
Status: Diamond
Rate: Gov't
Booked: Hilton King
Received: Exec king high floor, water/mountain view.

Extra water provided during the stay. At breakfast I asked for a coffee and was provided one with no mention about a charge. At checkout I saw a $3 fee, which I commented on. It was subsequently removed.

Nice chocolate and a personal welcome note from the GM.

 

[drross]

Many thanks. More used to H LAX and DT KUL where you get an email suggesting that

HSW also send an email...sometimes

 

[Aeolus]

I seem to receive the best upgrades from HSW and HSYD, not sure if it's something to do with my onQ profile. I have tried all the rooms at HSYD as I moved from nobody to Diamond over the years. The basic room on lower floors are tiny, there is a subtle diff between exec floor king guestroom and their lower floor ones and a bit more improvement in their deluxe plus rooms. I haven't stayed at Deluxe Plus for a while but did recall getting 500ml St Halletts red in those rooms everyday plus if you stay at the higher floors (41 and above I think?) you get plush bath mats instead of the normal ones. There is an extra big deluxe plus room next to Ronald's suite on 43rd floor (room 4311 or 4313 can't remember exactly) that's worth asking for if they can't give out the relaxation room or better. Main drawcard for HSYD is the location, try the QT for bigger room at around that price range. My colleague did just that and came running back to HSYD.

 

[Moopere]

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".

Indeed!

A long lasting bad taste remains with me from years ago after being 'upgraded' at HSYD into an exec room on the 27th floor ... 27 is almost the bottom of the habitable floors in this hotel .. I can't remember where the accommodation starts, buts its around 25-26-27. Nothing against the lovely airline hosties I shared the floor with, but you know 'something' is up when you've been upgraded to a floor full of contract rate guests. The noise from the Zeta bar downstairs was unbearable.

As everyone has already stated, because of the nature of the rooms at this hotel they can basically say anything, on any given day, to suit their own purposes when it comes to upgrades - I've stayed all over the place, on different floors, some exec, some not, and I really can't tell the difference ... perhaps the soaps are a bit bigger in the nominated 'exec' rooms?

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.

I was recently rather impressed at DT MEL. Its such a small thing really, but goes to show that sometimes small things are enough ... at least for me. DT MEL has 2 floors nominated as "HHonors" floors. Theres even a little placard to remind you of this when you get out of the elevator. They are quite high up, maybe near the top, which is always important to me as I'm sensitive to street noise. I'm not at all sure, having only stayed the once, if there is anything particularly special about the room themselves, though I was lucky enough to snag one with a window (not to be automatically assumed at this hotel). I asked for an upgrade at checkin and there wasn't one available, but, given I was booked against a P+P 'interior' room, I certainly felt like I'd been upgraded and left the hotel the next day with a smile and quite happy.

HSYD could well benefit from a similar idea I think, because status guests who know the hotel well walk in already knowing that this hotel likes to 'game' you.

Why would they do that when they seem to be consistently running at high occupancy? Certainly not to be "fair" to status members.

Certainly their rack rate would indicate this, but I wonder sometimes - as a recently posted lament by me ponders. Overnight, in late January, they halved their rack rate ... this smacks of 'trying it on' with a ridiculous rack rate followed by the certain realisation that they were facing operating an empty hotel.

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.

I really dislike this practise. For a relatively small return (in the scheme of running a hotel) they seriously annoy status customers who, by the very fact they hold decent status, means they are good paying clients.

I got hit by this at HSW 18 months or so ago and haven't stayed there since. It doesn't take a lot of pondering to realise that better rooms -are- available, but that they don't want to give you one. In my case I was offered an upgrade from a base to an exec at an upgrade price more than the rack rate (when combined with my already booked base rate). I told them to cancel my original booking and I'd take the exec room at the listed rack price. In the end, they relented and I got the exec room as an upgrade... but all this malarkey just made me feel like I was being played.

I'm not by nature a DYKWIA, but at the same time, I hate being gamed, I'm really sensitive to it. As per Marki's experience above, I've learned now to not get too flustered by this type of behaviour, I'll take my time, at check-in, pull my phone, check the website for both rates and availability and enter into a discussion about it - asking, if it becomes necessary, for the duty manager.

SYD desperately needs a DT in my view. Somewhere else in the chain to think about if HSYD is in one of its all too often experienced 'phases'

 

[Deleted member 29185]

In my case I was offered an upgrade from a base to an exec at an upgrade price more than the rack rate (when combined with my already booked base rate).

Now that would utterly p*ss me off as well. It is very different though, to being offered a really huge apartment in lieu of a dogbox for roughly half the going rate of the King Suite (when combined with the already booked room rate). I guess there will always be debate over this practice, but at the end of the day, I still maintain that it has merit for the guest in certain circumstances. The fact that it's not consistently offered (either as a paid upgrade or as a status complementary upgrade) though, will still see me staying elsewhere in SYD. FTR, I'd suggest I've managed a suite upgrade (by one method or the other) about 1/2 the number of times I've stayed, although I also haven't stayed there in years because of the size of the guest rooms one is likely to get.

 

[hydrabyss]

Received an email after my last Syd hilton stay to fill out a Hilton survey.Was surprised to receive an email back from the GM thanking me for the positive response. I never send positive feedback regarding any good experiences so will spend the time and do so from now on. It works on my partner everytime.

 

[Moopere]

Now that would utterly p*ss me off as well. It is very different though, to being offered a really huge apartment in lieu of a dogbox for roughly half the going rate of the King Suite (when combined with the already booked room rate). I guess there will always be debate over this practice, but at the end of the day, I still maintain that it has merit for the guest in certain circumstances.

Oh sure. I'm always mindful as well that I'm only an irregular staying Gold so can't expect the same sort of care as a regular staying Diamond guest. I think a lot of it comes down to how its handed at check-in tbh.

I remember staying at the Millennium BKK, got an upgrade to an exec room from a base (as always at this property) very happy as the exec room/lounge is a really good upgrade here, but in this instance I was travelling with my partner and wanted to try a suite. I asked them about this and one was offered a paid upgrade from the upgraded exec to a lovely suite - I didn't even for a moment insist or get annoyed because they didn't offer the suite as a freebie. I felt like they had already gone the distance and offered me a decent status based upgrade. The nominal fee for going from that to a suite (I cant remember, it might have been AU$100 a day or a bit more) was gratefully accepted.

 

[dfcatch]

I'd also like to (genuinely) hear the answer to this. The reason being, I've been in both a base room and an exec room and I couldn't pick any difference. Reading dfcatch state there is a "huge difference", has me wondering if they actually have genuine exec rooms but I received a badge engineered exec room. It would certainly confirm suspicions that is what they do. I must admit to thinking all exec rooms in H-SYD must be the same as a guest room with perhaps an additional mirror or something hanging on the wall.

Caveat - I've only seen inside a guest room - I didn't stay in one myself - but it was vastly smaller than the rooms I've had when in an "Exec Room".

Luckily - most of my stays have been in a Relaxation Room, Relaxation Suite or King Junior Suite. But generally an Exec room has been the base room that I've booked, so I expect my upgrades were based on that (as opposed to the experiences on AFF at the same timeframe of those who only booked base guestrooms).

I don't disagree with your other post - but the defeatist attitude is what allows them to get away with this cough.

Let people vent - let them bad-mouth the chain, the program and the property, let them vent on social media and tripadvisor, and for my part - I'm more than happy to vent directly when I'm at the appropriate conferences with the people from the actual programs - and I'll use them as examples of poor program behaviour.

Everyone who wants to vent - should be allowed to vent.

We here on AFF should only be dismissive of the issues when the issues are genuinely not the fault (or poor performance) of the hotel/airline etc.

Just because something may be permitted in the T&Cs doesn't mean that it's good behaviour by the hotel/airline/car company etc.

We should all be constantly demanding the highest customer service performance from these companies and the best status recognition that they can provide.

That's why this VERY THREAD exists.

By all means - if you're over the poor recognition provided by H-SYD and have personally already moved on - that's great - for you.

But that doesn't mean that all other criticism of them should be shut down simply because you (and I, and a lot of others on AFF) have accepted that they are cough.

I'm more than happy for potential HHonors members, or potential H-SYD guests to stumble upon and find this thread and its criticisms if they do decide to consult the Google prior to confirming their reservation at H-SYD.

THAT is how you change poor behaviour. And THAT is why legitimate criticism here should be allowed to run its course.

 

[DC3]

Caveat - I've only seen inside a guest room - I didn't stay in one myself - but it was vastly smaller than the rooms I've had when in an "Exec Room" ....

I noticed the caveat, but does anyone know where the larger Executive Rooms are located? The Guest Plus, Deluxe, Deluxe Plus and Executive Rooms that I have stayed in at HSYD all seem to be the same size.

I know that in some hotels, there may be larger rooms on the corners of the building.

 

[Daver6]

To be hones, from the images here Hilton Sydney Hotel | Sydney Hotels Accommodation | Rooms & Suites and the extreme fluff in the descriptions, they look physically identical in size.

I've decided to actually email HSYD and find out exactly what is the difference between the five different room types that all sound the same to me. Will report back if I receive a response.

 

[Moopere]

To be hones, from the images here Hilton Sydney Hotel | Sydney Hotels Accommodation | Rooms & Suites and the extreme fluff in the descriptions, they look physically identical in size.

I've decided to actually email HSYD and find out exactly what is the difference between the five different room types that all sound the same to me. Will report back if I receive a response.

Good job, I'm sure they will answer and it will be interesting to hear the result.

For mine, though I rarely stay at HSYD nowadays, I have previously stayed there a lot and though in general I've managed an Exec upgrade, its not always been the case. The 'exec' rooms I've been allocated have been so small that I doubt you could realistically make the lower rated 'guest' rooms any smaller ... not in Australia anyway. Perhaps you'd get away with it in Europe (?) Whilst I haven't paced out or tape measured the rooms, if there is in fact any difference it must be so small as to not be perceptible.

 

[Daver6]

To be hones, from the images here Hilton Sydney Hotel | Sydney Hotels Accommodation | Rooms & Suites and the extreme fluff in the descriptions, they look physically identical in size.

I've decided to actually email HSYD and find out exactly what is the difference between the five different room types that all sound the same to me. Will report back if I receive a response.

Kudos to them for a swift response

Dear David,

Thank you for your email.

With regards to the below rooms, the main differences are in the room layout themselves. The Guest Room/Plus is 28sqm with no bath tub in the room, while the Deluxe/Plus also has a bathtub (separate to the shower). Deluxe and Executive Rooms are 30sqm.

The Deluxe Room is guaranteed to be above Level 27 and the Deluxe Room Plus is guaranteed to be above level 40. Our Executive Rooms are the same set up as the Deluxe Room, with the Executive Benefits being the main difference.

The biggest difference in terms of room sizes occurs in our suite categories, this is where there is the biggest difference in price. For example the difference between our Guest Room Plus and our Deluxe Room is $50 per night (depending on high or low season) however the difference between the Guest Room Plus and our Relaxation Room (our entry level suite) is around $350 per night. The room size increases from 28sqm to 48sqm.

If you have any further questions about our rooms please let me know and I will be pleased to assist.

Kind regards,

So there you have it folks. Still not that clear on the difference between guest room and guest plus.