Article: Why Hotels Nickel-and-Diming Elite Members Is So Short-Sighted

[AFF Editor]

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https://www.australianfrequentflyer.com.au/hotels-nickel-and-diming-elite-members/

Why Hotels Nickel-and-Diming Elite Members Is So Short-Sighted is an article written by the AFF editorial team:

Why Hotels Nickel-and-Diming Elite Members Is So Short-Sighted

Hotels go to great lengths to make their elite members feel valued, yet some create unnecessary friction by adding petty extra charges to what is supposed to be a complimentary breakfast. It's short-sighted and does nothing to endear long-term loyalty.

www.australianfrequentflyer.com.au

You can leave a comment or discuss this topic below.

 

[aikman]

In the heat of the moment people may vow never to return to that hotel again but I suspect most will forgive and forget.

 

[Rayesfeg]

I can't express how much I agree with every one of your points in the article. Sneaking in these charges erodes the benefit of holding a status with a chain.
I am an ex Hilton-Diamond member and have given up with the program completely - there were a few things I didn't like but what tipped me over the edge was the barista coffee 'tax'. It was more so out of principal that I walked away from it.
I appreciate the recognition of having status, but seriously, charging for an ordinary coffee.... come on.

A few months after falling down the status ladder, I received a call from the Hilton retention team offering me a reduced threshold to bring me back up to Diamond status. I explained why I had moved away from the program, and the person agreed with me that these small things create friction.
Once a chain thinks they can get away with something small like this, it won't be long before they start adding on other charges too.
Thanks to Hilton charging for a simple coffee, they have lost me a customer who would ordinarily always book Hilton without question. (I still do book Hilton occasionally, but now my eyes are 'wide open' and I consider all my options).

 

[drron]

I certainly move on if I am nickel and dimed. The first time was Hilton in 2004. A. Combination of many things but the immediate cause was when they devalued Honors and comped some diamonds an extra free night. A fellow I had introduced to Hilton and status matched to diamond yet I with 7 years of diamond qualifying with stays, nights and points did not. So they lost $US 10000 at least every year.

Next was Marriot. I was LTP with Starwood when they took over. I was given LTP with Marriot but those with as many nights and spend but with Marriot were given LT titanium. Those of us coming from SPG were told that there would be no way for us to get that status. I continued to stay at former SPG properties that treated us very well until the GMs from the SPG side started retiring.

So now IHG.

 

[Ansett Nostalgic]

I certainly move on if I am nickel and dimed. The first time was Hilton in 2004. A. Combination of many things but the immediate cause was when they devalued Honors and comped some diamonds an extra free night. A fellow I had introduced to Hilton and status matched to diamond yet I with 7 years of diamond qualifying with stays, nights and points did not. So they lost $US 10000 at least every year.

Next was Marriot. I was LTP with Starwood when they took over. I was given LTP with Marriot but those with as many nights and spend but with Marriot were given LT titanium. Those of us coming from SPG were told that there would be no way for us to get that status. I continued to stay at former SPG properties that treated us very well until the GMs from the SPG side started retiring.

So now IHG.

How are you finding IHG status?

 

[drron]

How are you finding IHG status?

Fine. Treated well. 2027 will be the big test as with 7 months with no travel I will drop to Platinum from diamond. I have though got to 40 nights so will have lounge access for next year.

 

[Austman]

Hilton Sydney now doesn't even offer the required 2 x bottles of water to elite guests.

Instead they have installed a water filter in each guest room (at the bathroom basin). Apparently as part of their "Travel with Purpose commitments". They claim it's to cut down on plastic water bottle waste. But they could of course use glass water bottles. And they are happy to sell you glass bottles of water for $8.00 each.

Hilton Sydney is also known to be mean with space available upgrades, despite such rooms still being sold at check-in time.

The result for me, as a Diamond on my recent 3 nights stay, was that my welcome recognition as a Diamond elite was a purple key wallet. That was it!

 

[markis10]

Hilton Diamond in Australia has been a waste of time for years, but it’s still worth it overseas. I couldn’t care about the odd paid coffee, as a high tier member in Accor/Marriott/Hilton and IHG I want places to stay where my business is appreciated, Hilton comes a long last on that score locally.

 

[JessicaTam]

I was Diamond with HH for many years. Their continued removal of benefits lost me in the end.

Breakfast included -> Breakfast included but no barista coffee -> Breakfast included but no barista coffee or hot buffet -> No breakfast but here's a credit that won't actually cover any food items we sell at breakfast (USA).

I am now top tier with GHA and IHG. Apart from HI MEL Airport* barista coffee is still freely available. I am using up the last of my HH Diamond status and points so they still get a few stays out of me.

*Now on my 'do not stay' list.

 

[ramboflyer]

A few weeks ago we stayed at the Capri by Fraser in Brisbane. We are members of Fraser Hospitality. The rate we paid included a hot breakfast. The only eggs on offer were scrambled. On the first morning a friend asked for fried eggs and then was charged an extra $15! he was not happy. Apart from this the breakfast was fine but I did have to point out the coffee was no longer hot one morning.
It is a nice modern hotel and the staff were excellent. I will stay again but avoid ordering different eggs!

 

[Seat0B]

I'm Platinum with Accor and I totally agree with the points made in the article - so short sighted to cheese off people over these small charges. And If they are charging you $4 for mushrooms, you can bet they only paid $1 to buy those - so it's an even bigger insult when you compare to the profits they make from high tier loyalty members.

 

[kpc]

The last 2 Hiltons I stayed in Oz as Diamond were Darwin and Surfers Paradise. In Darwin, only offered free continental bfast and had to pay to upgrade to full. We declined. The Exec lounge was very good and we had dinner there 1 night.

Surfers Paradise was very good with free hot breakfast with eggs cooked to order. Lounge was busy but OK.

Hilton Diamonds are treated very well in Asia and usually in Europe. America is terrible!

 

[Happy Dude]

In the heat of the moment people may vow never to return to that hotel again but I suspect most will forgive and forget.

Ah yes. The QR contradiction a fine example, most recently.

 

[esseeeayeenn]

As a Diamond member of Accor, I haven't encountered any such issues ... yet.
I still get free breakfast including barista coffee, throughout Asia Pacific including Australia.
The benefits are much less in Europe, breakfast is only on weekends, but the free minibar is a plus!
Swings and roundabouts.

 

[Holiday.with.Ken]

Pros and cons. There’s no perfect loyalty programme and no perfect hotel. Unless you can name one?

 

[TeeBee]

Why Hotels Nickel-and-Diming Elite Members Is So Short-Sighted is an article written by the AFF editorial team:

Why Hotels Nickel-and-Diming Elite Members Is So Short-Sighted

Hotels go to great lengths to make their elite members feel valued, yet some create unnecessary friction by adding petty extra charges to what is supposed to be a complimentary breakfast. It's short-sighted and does nothing to endear long-term loyalty.

www.australianfrequentflyer.com.au

You can leave a comment or discuss this topic below.

So true. I used to be a Diamond member with HH and whilst service are generally good at Hilton Sydney, I couldnt believe they charged me for barista coffee at breakfast unless I go with the free filtered coffee. It ruined the otherwise pleasant experience with a bit of a sour taste after.

I’ve completely stayed out of Hilton and my loyalty is now with Accor as a Platinum member. At least as a Platinum member with Accor, your barista coffee and breakfast is all complimentary in Asia Pacific region.