General Discussion on Australian Hilton properties

[simongr]

Ahh - now I understand about wifi at HOTP. At HSW it is just "bill to the room" and then it generally doesnt appear on the bill.

Have to say I am very impressed with HSW. I have a great getaway prepaid booking (work trip) followed the next day by a two day award (family trip) and I originally had a standard rate booking for the work trip ($100 more that I would have to pay personally). They had previously arranged for both the standard rate and award to be in a two room suite. They have now (at my request) cancelled the standard rate room and put my great getaway night into a two room suite as well.

 

[beardoc]

Re: How do Hilton treat you as an Elite?

Status: HH Diamond
Property: Hilton Surfers Paradise Hotel and Residences
Rate: ​$207.20 (minus 20%)
Booked: King Hilton Guest Room
Upgraded: King Executive Guestroom
Received: Executive lounge benefits, Large fruit platter, two 500ml bottles of San Pellegrino water on ice in the room, a very nice note from the GM and all the usual freebies (Wi-Fi for 5 devices!), late checkout to 3pm offered when requested without problem.

Initially I was a bit disappointed that I hadn't been upgraded to a suite (I have been a little bit spoilt with suite upgrades at HSW and SYD recently). But this is a lovely hotel, and a very competent service. Executive lounge does feel a little bit odd and it really needs a Nespresso machine on par with Sydney and HSW, but I enjoyed my time here very much.

I received a survey recently about my stay at HSP where I mentioned a few problems (I was trying not to be too DYKWIA when writing the above review) as well as the positives - I have just gotten off the phone with a fairly high-level person at HSP where we spent about half an hour discussing how things were, what was good, what was not so good, and how they're listening to people. It was lovely to bend the ear of someone in HSP about their ethos for the hotel, and it was a massively positive discussion.

An interesting point was made - they tend not to upgrade people to suites because they identified that the suites that they have in the hotel (not the Residences) have a big noise problem, as they face a number of nightclubs. As such, the Executive Rooms are in their opinion the best rooms for views and for quiet relaxation. But they're doing something about that in the future.

One of the things that I appreciate about Hilton (and to a large degree QF) is that they put a huge amount into service recovery. They're masters at it, I reckon. As a result, I'm thinking of returning the the HSP in January, whereas I would have had to have a great reason to do it before. Stunning work, Hilton.

 

[DC3]

Re: How do Hilton treat you as an Elite?

I've found that the HOTP Relaxation Suite provides some extra space and the bathroom is much larger than the standard rooms and with a walk-in shower. I've stayed a number of times and always have breakfast in the restaurant, instead of the lounge (can be taken in either, and complimentary as Diamond). Sounds like they didn't mention that either. Always a good buffet, eggs to order.

I've never tried checking-out in the EL, but it's odd that they don't check-out there anytime. I've checked-out in the HSW EL though, without any trouble. Might be worth sending the GM some feedback on your stay.

The HOTP room rate is usually a lot better (maybe half price?) than HSW and has undercover parking ($20 I think). An older property but can be more convenient, depending on where I need to go in Melbourne,

 

[turtlemichael]

Re: How do Hilton treat you as an Elite?

I've found that the HOTP Relaxation Suite provides some extra space and the bathroom is much larger than the standard rooms and with a walk-in shower. I've stayed a number of times and always have breakfast in the restaurant, instead of the lounge (can be taken in either, and complimentary as Diamond). Sounds like they didn't mention that either. Always a good buffet, eggs to order.

I've never tried checking-out in the EL, but it's odd that they don't check-out there anytime. I've checked-out in the HSW EL though, without any trouble. Might be worth sending the GM some feedback on your stay.

The HOTP room rate is usually a lot better (maybe half price?) than HSW and has undercover parking ($20 I think). An older property but can be more convenient, depending on where I need to go in Melbourne,

They didn't mention the restaurant but I knew of that choice for breakfast. I wanted to try the club on my single night stay.

 

[jetlagger]

Re: How do Hilton treat you as an Elite?

Status: HH DiamondComments: Nice suite on 19th floor with a great view. Liked the pleasantly dated style of the hotel and the suite. Really poor water pressure in the room. No recognition of Diamond status at check-in (maybe apart from "welcome back" but it was my first time there). No note from the GM, no water, no fruit, no nothing. Went for lunch in the restaurant at 1.00pm. "Sorry, we're closed now" despite advertised hours as until 2.30pm 7 days. Had a sandwich in the lounge. Did not do the evening drinks but breakfast in the lounge was basic but adequate. Ordered morning paper did not arrive. Tried to check out in the executive lounge after seeing a long queue at Reception. "Sorry, we don't do check-outs at breakfast time as we are too busy". I would have thought that is when most people want to check-out? All up, the price would need to be good to get me back. I have a 4 night booking in a while at a good rate but HSW is currently $150 a night more expensive. If the difference reduces I'll cancel HOTP.
Overall impression: Totally underwhelmed. Reminded me of an American Hilton.

Doesn't sound like a good/pleasant all round experience from my interpretation - Perhaps a letter to GM mentioning of the issues you raised here would be most appropriate..

 

[Moopere]

Re: How do Hilton treat you as an Elite?

HOTP true to form then it seems. Consistency is what they seem to lack. They appear to be great, or ... not so great and it varies from stay to stay. I agree with other posters though, email to the GM, and cc to hhonors in syd (for the Diamond related stuff). I usually get an email if not a phone call the next day when I leave feedback (both good and bad).

I'd like HOTP to lift its game to somewhere near HSW - because I actually really like the hotel. The wood/brown tones and the lobby lounge are really great.

 

[TonyHancock]

Re: How do Hilton treat you as an Elite?

Usual form letter from the GM (havent had one of those in a while at HSW) which I actually see as a bit pointless now.

I agree. I think it is a bit like the CSM on a flight robotically reading names from the pax manifest.

 

[Moopere]

Re: How do Hilton treat you as an Elite?

I agree. I think it is a bit like the CSM on a flight robotically reading names from the pax manifest.

Yeah, you know, I get that and for a long time thought the same. But I'm not sure now. I think it is a tiny tiny thing but the collection of these types of tiny little things can help set a tone I think and perhaps its not only a benefit to the Pax/guest but also to the service delivery people ... ie; does it send a terribly subtle message out?

We've lost almost all the small pleasantries in society now. Mostly these were always just wrote (robotic if one prefers) but its part of a societal ritual I think, and now they are gone things seem somehow ruder overall.

 

[MYT105]

Re: How do Hilton treat you as an Elite?

Stayed at HOTP again this week after three nights at HSW last week/weekend where the hotel staff were simply brilliant on every level from arranging a double room apartment, bringing hot chips into the lounge for boygr and generally being super.

As usual booked King Hilton Guest and got the relaxation suite. I havent had 913 before so that was a change...

Usual form letter from the GM (havent had one of those in a while at HSW) which I actually see as a bit pointless now.

I am there for the first time next week for 3 night so will be interesting to see if I get upgraded or anything, booked a King Hilton guest room, but a HH Gold I hope for an upgrade to include lounge.

 

[simongr]

Re: How do Hilton treat you as an Elite?

Which nights? I am actually there next Thursday night - but arriving fairly late.

 

[turtlemichael]

Re: How do Hilton treat you as an Elite?

How often you stay as distinct from your status has to be a large factor in your treatment. Simongr's regularly at the Melbourne hotels and they look after him, as they should, a good customer. That makes business sense. There is one guy on the PC FT board who regularly stays at the Intercontinental Opera. he gets the best upgrades, treatment etc. The two times I stayed there I thought it was a poorly run dump! As an infrequent stayer, I just wish they'd do what they say the do - give you the minimal benefits, have the restaurant open when it should be, allow you to check out as they advertise. These things influence me as to whether I'll come back.

 

[MYT105]

Re: How do Hilton treat you as an Elite?

Simon,

I am there Monday night, checking out Thursday morning. So I will miss you, would have been good to meet some one form AFF.

 

[simongr]

Re: How do Hilton treat you as an Elite?

How often you stay as distinct from your status has to be a large factor in your treatment. Simongr's regularly at the Melbourne hotels and they look after him, as they should, a good customer. That makes business sense. There is one guy on the PC FT board who regularly stays at the Intercontinental Opera. he gets the best upgrades, treatment etc. The two times I stayed there I thought it was a poorly run dump! As an infrequent stayer, I just wish they'd do what they say the do - give you the minimal benefits, have the restaurant open when it should be, allow you to check out as they advertise. These things influence me as to whether I'll come back.

In addition I emailed the GM on Friday to pass on my thanks to the team in making my stay and particularly mrssimongr's stay fantastic.

 

[simongr]

Re: How do Hilton treat you as an Elite?

Certainly seems that the upgrade process isn't automated. Perhaps they hadn't read enough of your OnQ profile/info when doing the manual upgrades. I suspect that the argument that they might sell them was not entirely accurate...

I do think though that allowing the upgrade to be managed by the property to be a dilution of Diamond benefits as a program. I don't get proportionally more upgrades flying to MEL on QF409 rather than QF415 simply because I fly that flight a lot. If a guest is important to the group they should be important to the group.

In the context of Hilton if I stay at the HSW 10 times for two nights and just scrape Diamond with other properties am I worth more to the Hilton group (as reflected by my treatment at HSW) than another Diamond that has 100 stays but only once stays at HSW?

 

[beardoc]

Re: How do Hilton treat you as an Elite?

I suspect that the argument that they might sell them was not entirely accurate...

I suspect you're right on this. I got the feeling it was a little bit of a spiel, and relatively well practiced due to Diamond members acting like the guy in that YouTube video.

 

[straitman]

Re: How do Hilton treat you as an Elite?

The HOTP room rate is usually a lot better (maybe half price?) than HSW and has undercover parking ($20 I think). An older property but can be more convenient, depending on where I need to go in Melbourne,

I don't think the difference is that dramatic.
I just booked 11th Oct and HSW was the cheaper. I have some more bookings to do shortly so will advise the outcome.

HOTP parking is $27 for self parking (multi entry) and $45 for valet.

 

[oz_mark]

Re: How do Hilton treat you as an Elite?

Certainly seems that the upgrade process isn't automated.

..

I do think though that allowing the upgrade to be managed by the property to be a dilution of Diamond benefits as a program.

AFAIK, it has always been a manual process, at least at the hotels I have had a behind the scenes tour at. Not sure how something that has always been is a 'dilution'.


Suites are nice when you get them, but the program doesn't make any guarantees that you will.

 

[DC3]

Re: How do Hilton treat you as an Elite?

I don't think the difference is that dramatic.
I just booked 11th Oct and HSW was the cheaper. I have some more bookings to do shortly so will advise the outcome.

HOTP parking is $27 for self parking (multi entry) and $45 for valet.

HOTP - nothing under $247. Must be something on around there that night?

 

[k3nnis]

Re: How do Hilton treat you as an Elite?

Afl? Finals?

 

[straitman]

Re: How do Hilton treat you as an Elite?

Afl? Finals?

They should be long over by then.