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.

 

[Danger]

Property: Hilton Sydney
Date: mid-week in October for one night
Room booked: King Hilton Deluxe Plus
Rate: Hilton Macquarie $179
Received: King Hilton Deluxe Plus (ie. no upgrade), two bottles of water, full breakfast, late check-out plus one hour

This was a relatively last minute reservation and with the changes to Hilton Macquarie I wanted to use my last remaining $99 card. I've long thought that Hilton Sydney is one of the Hilton properties that enjoys being flippant with the room upgrade benefit for Diamonds, happy to 'upgrade' a Diamond from a king room to a king plus room. So I was kind of pleased that this time I was able to book a plus room, anxious to see what the upgrade would be from there. Well, it was nothing. There was no mention of any kind of upgrade when I checked in at 11pm so when I got to my room I called Magic who confirmed my room type is exactly the one I booked. I asked to speak to the duty manager and asked why no upgrade had been given despite the fact a number of superior room types - including the king master suite - were showing as available on the website. The duty manager replied that even though the website was showing rooms as available the hotel was almost fully booked and that some of the rooms available on the website were themselves booked. What's more, he added that the hotel was keeping a certain number of superior room types available for "last minute bookings". When I reminded him it was after 11pm he stood by his position that late bookings were still possible. Interestingly, he added that the "standard room" for Diamond upgrades was the king junior suite, all of which were booked. Never mind the fact that at least four king master suites were showing as available, I was not getting an upgrade, period. It was one of those Hilton stays that remind me how much I treasure my Hyatt top tier status where I'm guaranteed the "best available room below a suite" not just "upgrades to a preferred room type".

 

[jetlagger]

Status: Gold



Property: Hilton Kuala Lumpur
Dates: October 3-4
Booked: King Hilton Deluxe
Received: King Executive Lake View
Notes: On arrival, a porter saw me walking through the lobby, and assisted me with my bags - first to the desk, and then to my room. Check in was very business-like, with no 'personal' interaction. The porter asked "where is your girlfriend?" when in the lift, and when informed that she was back home in Australia, he commented "well that's ok, we can get you a 'girlfriend' while you're here" :shock:

LOL.. I once stayed in a hotel in KUL many years back & as I used to take the lift to my room on the 9th floor, the lift always made an 'unscheduled" stop on the 4th floor where there used to be a harem of Russian looking girls offering every conceivable comfort addition to the room option. :shock: :mrgreen:
I declined the random offers though.
I've had countless proposals throughout my hotel stays in Philippines, several times I have let the management know of my displeasure of soliciting ladies & men escort options.
Concierge, porters, reception or otherwise.

 

[anat0l]

LOL.. I once stayed in a hotel in KUL many years back & as I used to take the lift to my room on the 9th floor, the lift always made an 'unscheduled" stop on the 4th floor where there used to be a harem of Russian looking girls offering every conceivable comfort addition to the room option. :shock: :mrgreen:
I declined the random offers though.
I've had countless proposals throughout my hotel stays in Philippines, several times I have let the management know of my displeasure of soliciting ladies & men escort options.
Concierge, porters, reception or otherwise.

Sounds like a bit of underground prostitution happening. And some of the hotel staff in the right positions are all in cahoots for a cut.

 

[jetlagger]

Sounds like a bit of underground prostitution happening. And some of the hotel staff in the right positions are all in cahoots for a cut.

Exactly! Without naming names it occurs in the major chains as well as the smaller independents.
Totally out of order. :evil:
Back on topic.. :arrow:

 

[DC3]

Spotters Fee involved, perhaps.

 

[jetlagger]

Spotters Fee involved, perhaps.

Evidently yes!

 

[boomy]

Property: Hilton Sydney
Date: mid-week in October for one night
Room booked: King Hilton Deluxe Plus
Rate: Hilton Macquarie $179
Received: King Hilton Deluxe Plus (ie. no upgrade), two bottles of water, full breakfast, late check-out plus one hour

This was a relatively last minute reservation and with the changes to Hilton Macquarie I wanted to use my last remaining $99 card. I've long thought that Hilton Sydney is one of the Hilton properties that enjoys being flippant with the room upgrade benefit for Diamonds, happy to 'upgrade' a Diamond from a king room to a king plus room. So I was kind of pleased that this time I was able to book a plus room, anxious to see what the upgrade would be from there. Well, it was nothing. There was no mention of any kind of upgrade when I checked in at 11pm so when I got to my room I called Magic who confirmed my room type is exactly the one I booked. I asked to speak to the duty manager and asked why no upgrade had been given despite the fact a number of superior room types - including the king master suite - were showing as available on the website. The duty manager replied that even though the website was showing rooms as available the hotel was almost fully booked and that some of the rooms available on the website were themselves booked. What's more, he added that the hotel was keeping a certain number of superior room types available for "last minute bookings". When I reminded him it was after 11pm he stood by his position that late bookings were still possible. Interestingly, he added that the "standard room" for Diamond upgrades was the king junior suite, all of which were booked. Never mind the fact that at least four king master suites were showing as available, I was not getting an upgrade, period. It was one of those Hilton stays that remind me how much I treasure my Hyatt top tier status where I'm guaranteed the "best available room below a suite" not just "upgrades to a preferred room type".

You should have come back at 11.59pm just to see the reaction on his face

Seriously now, this hotel is a disaster. I hear & read so many complains about it that I'm starting to wonder if it will soon take HSP's place as the worst Hilton in Australia.

 

[Princess Fiona]

You should have come back at 11.59pm just to see the reaction on his face

Seriously now, this hotel is a disaster. I hear & read so many complains about it that I'm starting to wonder if it will soon take HSP's place as the worst Hilton in Australia.

I never usually get any upgrades at Hilton SYD unless I pay for them via the NOR1 system.
I only received upgrades on my last two stays as I had booked a Relaxation Room to begin with and ended up with a King Suite and Relaxation Suite respectively.

 

[jetlagger]

Property: Hilton Sydney
Date: mid-week in October for one night
Room booked: King Hilton Deluxe Plus
Rate: Hilton Macquarie $179
Received: King Hilton Deluxe Plus (ie. no upgrade), two bottles of water, full breakfast, late check-out plus one hour

This was a relatively last minute reservation and with the changes to Hilton Macquarie I wanted to use my last remaining $99 card. I've long thought that Hilton Sydney is one of the Hilton properties that enjoys being flippant with the room upgrade benefit for Diamonds, happy to 'upgrade' a Diamond from a king room to a king plus room. So I was kind of pleased that this time I was able to book a plus room, anxious to see what the upgrade would be from there. Well, it was nothing. There was no mention of any kind of upgrade when I checked in at 11pm so when I got to my room I called Magic who confirmed my room type is exactly the one I booked. I asked to speak to the duty manager and asked why no upgrade had been given despite the fact a number of superior room types - including the king master suite - were showing as available on the website. The duty manager replied that even though the website was showing rooms as available the hotel was almost fully booked and that some of the rooms available on the website were themselves booked. What's more, he added that the hotel was keeping a certain number of superior room types available for "last minute bookings". When I reminded him it was after 11pm he stood by his position that late bookings were still possible. Interestingly, he added that the "standard room" for Diamond upgrades was the king junior suite, all of which were booked. Never mind the fact that at least four king master suites were showing as available, I was not getting an upgrade, period. It was one of those Hilton stays that remind me how much I treasure my Hyatt top tier status where I'm guaranteed the "best available room below a suite" not just "upgrades to a preferred room type".

Not much enchantment offered on that occasion. Thought Diamond would/should be treated better, esp. as you mentioned the fact that better category rooms were showing as available.

 

[dzinh]

Has anyone escalated the no upgrade foe Diamond's at Hilton? I'm booked in for Hilton Sydney next month and not liking the sound of no upgrades for Diamond's when availability is showing.

 

[Princess Fiona]

Has anyone escalated the no upgrade foe Diamond's at Hilton? I'm booked in for Hilton Sydney next month and not liking the sound of no upgrades for Diamond's when availability is showing.

No I haven't, as I've been told the hotel is run by Hilton themselves and not a franchise I suspect such protests may fall on deaf ears.
IME I have never not received a NOR1 upgrade when requested and the prices are usually fairly reasonable so my advice is to either book a room you want to stay in or else tick the NOR1 boxes
YMMV

 

[Deleted member 29185]

Has anyone escalated the no upgrade foe Diamond's at Hilton? I'm booked in for Hilton Sydney next month and not liking the sound of no upgrades for Diamond's when availability is showing.

Although an upgrade is a diamond benefit, an upgrade to a suite is only one of the options available to the individual hotel. In
HSYDs case it seems upgrades are more in name than reality due to many rooms being built identically. I've been upgraded there to a king suite, a corner exec (slightly larger) and a standard exec. All the rooms I've had, have been tastefully decorated, but with the exception of the king suite (which is huge), the others are très petite .

 

[anat0l]

No I haven't, as I've been told the hotel is run by Hilton themselves and not a franchise I suspect such protests may fall on deaf ears.
IME I have never not received a NOR1 upgrade when requested and the prices are usually fairly reasonable so my advice is to either book a room you want to stay in or else tick the NOR1 boxes
YMMV

Kind of interesting how this property is run by Hilton themselves. How long has it been like this?

I wouldn't say it would fall on deaf ears as such, but properties will always use capacity and last minute bookings as excuses.

FT bloggers are famous for tweeting the Hilton rep with a shot of the booking and rates page in response to not getting an upgrade.

Thankfully Diamond grants EL access irrespective of room type.

 

[Princess Fiona]

Kind of interesting how this property is run by Hilton themselves. How long has it been like this?

I wouldn't say it would fall on deaf ears as such, but properties will always use capacity and last minute bookings as excuses.

FT bloggers are famous for tweeting the Hilton rep with a shot of the booking and rates page in response to not getting an upgrade.

Thankfully Diamond grants EL access irrespective of room type.

A quick google search turned up this:

http://soac.fbe.unsw.edu.au/2007/SOAC/hotelsasciviclandmarks.pdf

Unless the hotel has been sold since it is both owned and managed by Hilton Corp.
Besides that it must be true as dfcatch told me

 

[turtlemichael]

Status: Diamond
Property: Hilton Athens
Dates: 15-18 October
Booked: King guest
Received: King executive

There are lots of very positive comments on this hotel but I think I missed the wow factor. Seemed like a good solid Hilton, nothing more. Was checked in on arrival at 10.00am (brownie points) and advised that as the rate did not include breakfast, breakfast in the restaurant would be charged. Also, for the first time I was asked for Govt ID which I had. No problem there. Room was on the Exec floor but with a non-Acropolis view. It was largish and well laid out but a very hard bed and a shower with very variable water pressure and temperature. No spare pillows in the room until requested. It looked dated. Benefits were a bottle of sparkling water a day, a small bottle of wine and a bowl of fruit which was still too raw to eat after three days. By the line up of returned bowls outside doors the next morning, this was the standard. The lounge has the fantastic view of the Acropolis but evening drinks (early at 5.00-7.00) were wine and beer with just one warm nibble (met balls, pasta) and a couple of cold things. Average quality too. Breakfast was better and more varied. The buffet in the restaurant (too tired to go out) was very basic quality and expensive. All up, ok but I have stayed at better.

 

[Flashback]

Not much enchantment offered on that occasion. Thought Diamond would/should be treated better, esp. as you mentioned the fact that better category rooms were showing as available.

I've had this happen at a few properties. Some times they've even showed me the screen at the check-in desk showing no availability, while the website is still offering rooms. I guess it's the whole overselling concept on the basis that someone may not check-in. I've given up arguing if I don't get an upgrade, just accepted getting what I had paid for - it's not worth the hassle.

Status: Diamond
Property: Hilton Athens
Dates: 15-18 October
Booked: King guest
Received: King executive

There are lots of very positive comments on this hotel but I think I missed the wow factor. Seemed like a good solid Hilton, nothing more. Was checked in on arrival at 10.00am (brownie points) and advised that as the rate did not include breakfast, breakfast in the restaurant would be charged. Also, for the first time I was asked for Govt ID which I had. No problem there. Room was on the Exec floor but with a non-Acropolis view. It was largish and well laid out but a very hard bed and a shower with very variable water pressure and temperature. No spare pillows in the room until requested. It looked dated. Benefits were a bottle of sparkling water a day, a small bottle of wine and a bowl of fruit which was still too raw to eat after three days. By the line up of returned bowls outside doors the next morning, this was the standard. The lounge has the fantastic view of the Acropolis but evening drinks (early at 5.00-7.00) were wine and beer with just one warm nibble (met balls, pasta) and a couple of cold things. Average quality too. Breakfast was better and more varied. The buffet in the restaurant (too tired to go out) was very basic quality and expensive. All up, ok but I have stayed at better.

Interesting. Did you bump into kpc at all while you were there?

 

[Moopere]

Accor plat is next to worthless in my view, but an spg match would be welcome

 

[turtlemichael]

Interesting. Did you bump into kpc at all while you were there?

Apparently I did but I didn't know it at the time.

 

[Deleted member 29185]

Accor plat is next to worthless in my view, but an spg match would be welcome

I'm not sure if we have a specific SM thread here on AFF ( and just maybe it would be counter-productive) but I was granted IHG plat as a SM to my HH diamond, which was off the back of a VA SM and of course Accor is available through a Europcar SM (also available through a VA SM), but I wasn't successful with an SPG match from anything ( but in the new year I will most likely try the SPG gold route).

It's really worked well for both me and the hotels and I've recently picked up a contract that will see me frequently in areas that only have IHG properties (HI and CP) as well as some areas popular with point breaks :mrgreen:. My other travel will still require Hilton and increasing SPG (in particular Pt Douglas).

 

[mushypeas]

Status: Gold
Property: Hilton Cairns
Dates: 17-20 October
Booked: King Deluxe
Received: King Spa Deluxe

great hotel, good service - prompt check in, complimentary internet, no bottled water upon arrival however the next 2 days had the water present. also provided complimentary executive lounge access albeit very small - good service within lounge, no self service for spirits (learnt hard way when one of the staff went off) but other than that, was a great stay. valet parking is also very reasonable at $15/night and room service was good quality and promptly delivered! late checked out requested and granted until 1pm too

also requested some roses to delivered to the room, they were able to turn around a dozen roses in 90 minutes which i thought was exceptional - christine the front desk supervisor was a superstar in that regard.

i'm nit picking but the only thing that soured the stay was charging me $9 to borrow 2 towels for the day.
next time ill likely stay at palm cove however if i decide to stay in town, this property would be on the list for sure.