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.

 

[boomy]

I've done a review of our extended stay at Hilton Cape Town City Centre in my travel report thread if its of interest.
South Africa, Mauritius and Italy.

Nice review.

Booked that hotel for my parents using points (5th night free) and they got nice suite upgrade with Table mountain views but they were less impressed with the location, especially when concierge told them it’s better not walk outside after 7pm! They also said executive lounge was always crowded and constantly run out of food early with no restocking.

For my trip to CT I chose to split the week long stay between one of the seaside towns (where the little penguins are) and Franschhoek wine region to enjoy more relaxing atmosphere.

If staying in town I’d probably go for Radisson Waterfront or one of the other hotels around Victoria, which seems better location for tourists than Hilton.

 

[meanies]

Just had an interesting experience checking into Hilton Sydney. Diamond member.

Booked a Relaxation Room. At checkin, the lady starting going on about how there is a Relaxation Suite available and how nice it is. Then said I could be upgraded for the low price of $80 / night! Was happy enough with the room I booked so turned it down but I did query as to why they're charging for a suite, when it's a stated Diamond benefit.

She said that Hilton Sydney won't upgrade to Suites. Upgrades are only available between different types of rooms or suites. I.E. She said I should have booked either a base room and possibly get upgraded to the Relaxation Room, or book a Relaxation Suite and maybe get upgraded to a King Suite.

Has anyone else come across this? For what it's worth, I've never once been upgraded at Hilton Sydney but I do tend to book above the base room anyway.

 

[Deleted member 29185]

Just had an interesting experience checking into Hilton Sydney. Diamond member.

Booked a Relaxation Room. At checkin, the lady starting going on about how there is a Relaxation Suite available.

For what it's worth, I've never once been upgraded at Hilton Sydney but I do tend to book above the base room anyway.

So you didn't get any upgrade, even though one was clearly stated as being available?

 

[meanies]

So you didn't get any upgrade, even though one was clearly stated as being available?

Yes.. that pretty well sums it up!

 

[Daver6]

Yes.. that pretty well sums it up!

I'd contact the diamond line and request an explanation for that. Not good enough IMHO.

 

[Danger]

I don't think the Honors T&Cs have been breached, here. The T&Cs say "Space-available upgrade to a preferred room". But if Hilton Sydney doesn't consider the relaxation suite as a preferred room, then it wouldn't be offered. The T&Cs are much looser in this regard than they were about six or seven years ago. (There is also the complication that "room" and "suite" are often two different categories at hotels, including Hilton, where the two are listed separately when you look at a property's website. In other words, the T&Cs could be read - correctly, I think - as saying that an upgrade to a suite is never a benefit (although it may well happen).)

Also see this post from May 2017 in response to essentially this exact situation:

Not really, the hotel says it does award upgrades on premium suites but rarely. Furthermore, the T&C states that upgrades can include standard or junior suites (relaxation room/junior suites) and executive suites can be excluded (which although not very clear could easily cover relaxation suites, king suites and master king) which is completely true, and that this determination is subject to the discretion of the hotel, which is completely allowed. I mean, nothing is outside the T&C, technically they're allowed to move you one floor up or in the corner of the same room type and they'd still be within the terms.

 

[meanies]

I don't think the Honors T&Cs have been breached, here. The T&Cs say "Space-available upgrade to a preferred room". But if Hilton Sydney doesn't consider the relaxation suite as a preferred room, then it wouldn't be offered. The T&Cs are much looser in this regard than they were about six or seven years ago. (There is also the complication that "room" and "suite" are often two different categories at hotels, including Hilton, where the two are listed separately when you look at a property's website. In other words, the T&Cs could be read - correctly, I think - as saying that an upgrade to a suite is never a benefit (although it may well happen).)

Also see this post from May 2017 in response to essentially this exact situation:

It's certainly interesting. Having been burnt before in the hope of an upgrade, I tend to book the minimum room I'll be happy with. So not overly upset.

But still, if I've booked the top of the 'room' category, I think it's fair to assume the next 'space available' room would be a suite of some variety.

Yes, more than likely within their T&C's but not really within the spirit I guess.

 

[hydrabyss]

It's certainly interesting. Having been burnt before in the hope of an upgrade, I tend to book the minimum room I'll be happy with. So not overly upset.

But still, if I've booked the top of the 'room' category, I think it's fair to assume the next 'space available' room would be a suite of some variety.

Yes, more than likely within their T&C's but not really within the spirit I guess.

Just had an interesting experience checking into Hilton Sydney. Diamond member.

Booked a Relaxation Room. At checkin, the lady starting going on about how there is a Relaxation Suite available and how nice it is. Then said I could be upgraded for the low price of $80 / night! Was happy enough with the room I booked so turned it down but I did query as to why they're charging for a suite, when it's a stated Diamond benefit.

She said that Hilton Sydney won't upgrade to Suites. Upgrades are only available between different types of rooms or suites. I.E. She said I should have booked either a base room and possibly get upgraded to the Relaxation Room, or book a Relaxation Suite and maybe get upgraded to a King Suite.

Has anyone else come across this? For what it's worth, I've never once been upgraded at Hilton Sydney but I do tend to book above the base room anyway.

Have you had many stays at the hotel as I am a little surprised a further upgrade was not given but then they only allow so many rooms to be allocated to upgrades.

With the high number of diamonds that stay these days I find long weekends to be avoided as many times I have not been upgraded till check in and then only due to asking for an exec room if available.

 

[boomy]

She said that Hilton Sydney won't upgrade to Suites.

This statement is a blunt lie!

HSYD can and do upgrade diamonds to suites, even if one booked the cheapest room. It does not happen often and some guests are treated better than others but it doesn’t change the fact that front desk / executive lounge duty manager have the authority to do that.
The person who checked you in should at least ask their duty manager about suite upgrade availability and under no circumstances telling lies to guests and trying to push paid upgrades in order to boost their own bonus revenue.
I hope you will write a sharp feedback to the HH Diamond desk about your experience to not let HSYD employees get away with this dodgy behaviour.

 

[meanies]

This statement is a blunt lie!

HSYD can and do upgrade diamonds to suites, even if one booked the cheapest room.

So I asked in the lounge this morning as to why I was having a paid upgrade pushed on me and the lady backed up what the front desk told me.

As a Diamond, I'm eligible for an upgrade to the Relaxation Room or the Junior Suite. As the Junior Suite wasn't available, no upgrade for me. She said the Relaxation Suite and above are not available for Diamond upgrades as they 'need to be able to sell something'.

So seems to be official policy.

Sydney is my home city, so pretty much only staying here for leisure. Might reconsider as I can get all the benefits elsewhere for less money.

 

[boomy]

So I asked in the lounge this morning as to why I was having a paid upgrade pushed on me and the lady backed up what the front desk told me.

As a Diamond, I'm eligible for an upgrade to the Relaxation Room or the Junior Suite. As the Junior Suite wasn't available, no upgrade for me. She said the Relaxation Suite and above are not available for Diamond upgrades as they 'need to be able to sell something'.

So seems to be official policy.

Not surprised employees back each other, however that statement remains incorrect. While suite upgrade is not an official diamond benefit (unlike SPG where it’s an official platinum benefit) they do have the authority to upgrade and there is enough evidence of diamonds who got suites at HSYD even from base room bookings (when lower room types were available).

The correct approach at check in if diamond request a suite is to first ask the duty manager then if the answer is no, be honest and tell the guest there are suites available but unfortunately can’t offer free upgrade this time. To say that HSYD don’t upgrade to suites (as a rule) is a lie.

 

[DAC1]

Status: Gold
Hotel: Hilton Surfers Paradise
Booked: Guestroom
Received: Deluxe Room
Rate: $298
Received: Minor upgrade, water, welcome note, full breakfast and parking included.


It has been a few years since my last stay (although I used to stay at least once a quarter) and I was pretty disappointed. Breakfast is the same (and no extra gold tax for a full breakfast, unlike BNE up the road) and upgrade was as usually received however I can’t help but feel like the hotel has lost even more of its shine. Less towels supplied in the room (and the towels that are there are of poorer quality). Was incredibly glad though that parking was included for free and to an extent, this kept me satisfied. The staff were also incredible as usual, and are probably the reason that I’ll return next time I want to stay on this part of the coast.

 

[BLK343]

Status: Diamond
Hotel: Conrad Hong Kong
Booked: King Deluxe
Received: King Executive Harbour Suite
Rate: A$437/night

After reading a lot of positive feedback about the Conrad Hong Kong, decided to give it a go. As expected, rate weren't cheap but based on the upgrade received, couldn't be happier.

On the day of stay, Online check in showed upgrade to a King Executive Harbour room on the 58th floor. Didn't lock it as I was concerned of the noise based on the fact that the Executive lounge is above my pre- assigned room. Once landed in HK, whilst lining up for Immigration, decide to check app and was now pre-assigned a King Executive Harbour Suite. Wasted no time to complete OLCI!

Room amenity was a good bottle of Perrier Jouet Champagne. Plate of fruit, mini chest with chocolates and mini tartlets refilled daily.

 

[foggy]

Status: Diamond
Hotel: Conrad Hong Kong
Booked: King Deluxe
Received: King Executive Harbour Suite
Rate: A$437/night

After reading a lot of positive feedback about the Conrad Hong Kong, decided to give it a go. As expected, rate weren't cheap but based on the upgrade received, couldn't be happier.

On the day of stay, Online check in showed upgrade to a King Executive Harbour room on the 58th floor. Didn't lock it as I was concerned of the noise based on the fact that the Executive lounge is above my pre- assigned room. Once landed in HK, whilst lining up for Immigration, decide to check app and was now pre-assigned a King Executive Harbour Suite. Wasted no time to complete OLCI!

Room amenity was a good bottle of Perrier Jouet Champagne. Plate of fruit, mini chest with chocolates and mini tartlets refilled daily.

Sweet upgrade, how many nights was the stay?

 

[BLK343]

Sweet upgrade, how many nights was the stay?

3 nights

 

[liamsal]

Hilton Perth
4 nights over Easter long weekend
Diamond
Booked Queen Hilton Deluxe Plus
Received Queen Hilton Deluxe Plus

There was 3 of us staying in the room so staff offered to put in rollaway bed for free (normally $65 p/n). Also given daily tapas/drinks cards for 3 guests and daily buffet breakfast for all 3 guests. When we went to breakfast each morning they made us sign a slip saying we had to pay for the third guest as it wasn't included. Was going to question this when we checked out but we weren't charged. Initially given a late check out of 2pm (normal check out is 12p), however when pushed they offered 6pm which was perfect for our redeye flight.
Overall pretty wrapped with the recognition and how well we were looked after.

 

[Deleted member 29185]

Hilton Perth
When we went to breakfast each morning they made us sign a slip saying we had to pay for the third guest as it wasn't included. Was going to question this when we checked out but we weren't charged.

Did the rate booked include breakfast? If so, and if the booking was for 3 people, it is a peeve of mine that many hotels say the rate includes breakfast, yet they then say any additional over 2 has to pay extra. IMHO that is simply incorrect. It should not be our problem if their system can't handle a breakfast rate for 3 people and instead just assumes 2 in the initial pricing.

If however, the rate did not include breakfast and you refer to the diamond breakfast perk, than I believe that is genuinely only for two people and if the hotel decides to extend it to cover more, than that's a bonus, but if they don't, I doubt you'd have any grounds to query it.

 

[Pele]

Status: Gold
Hotel: Hilton Adelaide
Booked: King room
Received: Executive King room. Executive floors are 16,17,18 with the lounge on the 16th.
Rate: A$179/night

Decent hotel. Could have a continental breakfast in the lounge. If i wanted full breakfast in the main area it would be $10 extra. Lounge breakfast was enough for me. Didnt need an early check in or late check out so cant comment on that. Evenings in the lounge had beer/wine and some spirits and plenty or snacks. Was never too crowded. Used the gym, was ok and uncrowded. There was a pool/sauna and running track but never got a chance to use them.

Pele.

 

[liamsal]

Did the rate booked include breakfast? If so, and if the booking was for 3 people, it is a peeve of mine that many hotels say the rate includes breakfast, yet they then say any additional over 2 has to pay extra. IMHO that is simply incorrect. It should not be our problem if their system can't handle a breakfast rate for 3 people and instead just assumes 2 in the initial pricing.

If however, the rate did not include breakfast and you refer to the diamond breakfast perk, than I believe that is genuinely only for two people and if the hotel decides to extend it to cover more, than that's a bonus, but if they don't, I doubt you'd have any grounds to query it.

Don't believe it included breakfast, it was just the cheapest HH discount rate. I did notice I was sent an updated bill after checking out which included the daily breakfast charges for the third guest. When checking in I was advised breakfast was included for all 3 of us so I'll shoot them an email and see what they say.

 

[Lord_Lenny]

Status: Diamond
Hotel: Hilton Adelaide
Booked: King room
Received: Executive King room.
Rate: Points redemption

This was my birthday trip with Lady Lenny to see the Impressionist exhibition at the gallery and the Visa is still recovering from the battering it took in Europe over New Years so this was a pure points stay. I checked the app before we boarded our flight in Sydney but it was only showing an upgrade to an executive room. We were far too tired on arrival to bother chasing a suite upgrade.

Room was nice, good view of the airport , 2 bottles of water were left each day, we went straight to bed on Friday and were out for drinks/dinner on Saturday so didn't check out the exec lounge. Breakfast in the main restaurant was very crowded, lots of pensioners who seemed to kind of know each other so everyone was a little slow moving. Selection was good, and we got a table as soon as we arrived both times so nothing to complain about.

A good stay overall, nothing amazing, nothing disappointing, I was quite happy with it.