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.

 

[Aeolus]

I have been staying at the Sydney Hilton for a number of weeks on and off now. The reception started to recognise me and upgrades began to flow even as a Silver member, the key is to be nice to them.

 

[JMFK]

I have been staying at the Sydney Hilton for a number of weeks on and off now. The reception started to recognise me and upgrades began to flow even as a Silver member, the key is to be nice to them.

But they're normally so gloomy!

 

[anat0l]

I have been staying at the Sydney Hilton for a number of weeks on and off now. The reception started to recognise me and upgrades began to flow even as a Silver member, the key is to be nice to them.

For most properties, if you're a regular, you'll generally start to be better looked after, especially when staff start to recognise you.

 

[boomy]

For most properties, if you're a regular, you'll generally start to be better looked after, especially when staff start to recognise you.

I agree this should be the way in boutique hotels but in chain hotels the staff should look first and foremost at the status. Otherwise, what's the incentive for loyalty to the brand?
I think the way it goes at Hilton SYD, that you need to be a regular in order to get a smile from the staff and maybe an upgrade, is not the right way.

 

[markis10]

I agree this should be the way in boutique hotels but in chain hotels the staff should look first and foremost at the status. Otherwise, what's the incentive for loyalty to the brand?
I think the way it goes at Hilton SYD, that you need to be a regular in order to get a smile from the staff and maybe an upgrade, is not the right way.

Should they, when most chain hotels are franchises anyway, from a business sense it makes sense to look after the regulars? At the end of the day a chain allows you to spread your loyalty around, at the expense of one particular property if there are a few chain hotels in the one locale ie Darwin.

I don't have any issues with a hotel giving its best treatment to the customer that stays the most at that hotel, not upgrading elite when the rooms are still on offer for booking is a different story altogether.

 

[boomy]

Should they, when most chain hotels are franchises anyway, from a business sense it makes sense to look after the regulars? At the end of the day a chain allows you to spread your loyalty around, at the expense of one particular property if there are a few chain hotels in the one locale ie Darwin.

I don't have any issues with a hotel giving its best treatment to the customer that stays the most at that hotel, not upgrading elite when the rooms are still on offer for booking is a different story altogether.

But why giving the cold shoulder to people who stay only once or twice a month? Not talking only about upgrades, it's more of a general attitude. I never felt very welcomed at Hilton SYD, just another customer.
At least most Hiltons in Australia do get it right, that's why I'm still a loyal customer.

 

[anat0l]

I agree this should be the way in boutique hotels but in chain hotels the staff should look first and foremost at the status. Otherwise, what's the incentive for loyalty to the brand?
I think the way it goes at Hilton SYD, that you need to be a regular in order to get a smile from the staff and maybe an upgrade, is not the right way.

They do look at status. The only thing is that you probably will only expect to get exactly to the letter (including the T&Cs) what it says you are entitled to.

Which of course means that if they don't want to upgrade you, they won't and quote "subject to availability" to go with (notice how conveniently that the availability is never defined, i.e. is it defined in terms of, "is there a room of this type," or, "do our load controls show that we have a room available at this type for this kind of customer", let alone an upgrade could just mean a higher floor or corner room, not an improved class type). At least, to the letter, a Diamond is entitled to Executive Lounge access irrespective of the room type received. There aren't any conditions on that.

Realistically, you have a point but then people also make a distinction between whether a brand or a property (or particular property) is actually worthy of your business. It is not part of your benefits that as a Diamond you get the extra smile or two (along with your complimentary bottle of water), but if a property's staff doesn't want to treat you with a modicum of professionalism and a good attitude (which should apply irrespective of status), then you make a decision whether that property deserves your business or not.

For me, at Hilton SYD, getting the staff to smile is rather easy, especially if you simply apply the golden rule (i.e. do unto others etc.). Some of them may not do it from the outset, probably because they might risk offending someone who doesn't smile and think that it'd be too weird to smile at someone who is a stranger (certain cultures are like this). Getting an upgrade, unless you know the staff and/or are a regular, for sure - that's almost impossible (regular to Executive is rather easy; anything higher than Executive is very difficult).

 

[boomy]

Realistically, you have a point but then people also make a distinction between whether a brand or a property (or particular property) is actually worthy of your business. It is not part of your benefits that as a Diamond you get the extra smile or two (along with your complimentary bottle of water), but if a property's staff doesn't want to treat you with a modicum of professionalism and a good attitude (which should apply irrespective of status), then you make a decision whether that property deserves your business or not.

That's correct. And in a city that offers almost any hotel brand you can think of, not making elites feel welcomed (combined with offering very small "executive" rooms) is a big mistake IMO and I know many HH members (myself included) that don't consider this property as their first option anymore.

 

[anat0l]

That's correct. And in a city that offers almost any hotel brand you can think of, not making elites feel welcomed (combined with offering very small "executive" rooms) is a big mistake IMO and I know many HH members (myself included) that don't consider this property as their first option anymore.

Mistake it may be, but somehow they're still packing them in. It's going to take a recession before they get it.

 

[boomy]

Mistake it may be, but somehow they're still packing them in. It's going to take a recession before they get it.

I'm not sure that even that will help. Judging by the past, they will probably give away plenty of points and free night certificates in all kinds of crazy promotions to keep people coming, like they did in 2008.

 

[turtlemichael]

But why giving the cold shoulder to people who stay only once or twice a month? Not talking only about upgrades, it's more of a general attitude. I never felt very welcomed at Hilton SYD, just another customer.
At least most Hiltons in Australia do get it right, that's why I'm still a loyal customer.

I'd stay at Sydney Hilton about 4-6 times a year so I am a long way from being a regular. My stays tend to be longer than average (5-8 days) and the only time I have had an outstanding upgrade was a single night stay before an overseas trip. However, my experience of the staff there is different. I have no relationships with the front desk people who seem to be different each time. As for EL and restaurant staff I see the same faces, have a chat and get treated well. The discussion covers where we've been, what their kids are up to, how their studies are going and general small talk. I always feel welcome and the establishment of an albeit superficial relationship is the main reason I keep going back.

 

[Cynicor]

Conrad SIN
2 rooms, 17-21 and 18-22 April
Booked base king and base twin
Received exec king and exec twin

Standard helpful staff, offers to assist with this and that, late checkout to 4 and 3 pm respectively.

Overall a good hotel but the breakfast and lounge drink offerings just aren't quite as good as the competition here, I feel. As a Diamond though, they work out cheaper as I only have to pay the base rates. I choose the Fullerton or Pan Pac when coming with a partner though.

 

[turtlemichael]

Status: Diamond
Property: Hilton Reading
Rate: 64 pounds AP
Dates 17-18 April
Booked: Hilton Queen
Received: Hilton Queen, Two waters, breakfast, wifi. Nothing additional to the requirements.

A really nice new Hilton. I had a rate of 94 pounds but noticed the AP rate of 64 pounds three days in advance so grabbed it. The hotel is a mile off the M4 at Junction 11 and about 27 miles from LHR. We chose it because we were coming from the West Country and wanted a convenient place before a lunchtime flight. There was no upgrade though the hotel was very empty on the Thursday before Easter. ( I have come to never expect any meaningful upgrade from Hilton and don't even bother to ask now). Room was well equipped with good bathroom and bed and the best wifi I've had in any hotel. There is nowhere to eat within walking distance, the hotel appears to be on the edge of a new estate, but the meal was excellent -top hotel quality and reasonably priced. Breakfast was as good as any Hilton in my experience and the staff were friendly and helpful. All up, it is an excellent place to stay for an overnighter if heading to LHR from the West and a good bit cheaper than the Hiltons at the airport. Given lighter than normal traffic on Good Friday morning we were checking in at T5 45 minutes after checking out of the hotel.

 

[BLK343]

Status: Gold
Property: Hilton South Wharf
Rate: $204
Dates 18-21 April
Booked: King Hilton Guestroom
Received: King Yarra Suite

Smooth check in. Fantastic room with great views of the city & Yarra river. No complimentary water. Pretty good selection of canapes from 5-7pm. Spirits on demand (and agree) as compared to Hilton Surfers Paradise where bottles available for free pour. Choice of having breakfast at the Executive Lounge or downstairs at Nuevo 37

 

[JessicaTam]

Status: Gold
Property: Hilton South Wharf
Rate: $204
Dates 18-21 April
Booked: King Hilton Guestroom
Received: King Yarra Suite

Smooth check in. Fantastic room with great views of the city & Yarra river. No complimentary water. Pretty good selection of canapes from 5-7pm. Spirits on demand (and agree) as compared to Hilton Surfers Paradise where bottles available for free pour. Choice of having breakfast at the Executive Lounge or downstairs at Nuevo 37

I am still waiting for my first Yarra Suite upgrade. Well done.

 

[BLK343]

I am still waiting for my first Yarra Suite upgrade. Well done.

Thanks JessicaTam ... Very surprised based on your status and fantastic runs at other Hilton establishments. I would have expected you to have experienced the Relaxation Suite or even 2 bedder

 

[Fifa]

Status: Diamond
Property: Hilton Darwin
Rate: $135 pn
Dates 18-20 & 21 April (2 x stays)
Booked: King Guest Room
Received: King Guest Room (1st stay), Double Guest Room with water view (2nd stay)

First stay:
Our room overlooked the city (and down to the pool)
Had to ask for water. Bottle of shiraz delivered in evening with a welcome note.
Little Easter eggs on the table at breakfast on Saturday.

Second stay:
I had to ask for a water view.
Water x 2 finally delivered at 19:25 with a welcome note from the Operations Manager. No wine on this stay.

Summary:
Nicely refurbished, well laid out rooms with modern bathrooms (shower, no bath).
Fast wifi
Exec lounge closed for refurbishment so evening drinks and canapés, if you could call them that (a small plate of deep fried food) were served in the bar downstairs. No one explained what we were entitled to but were able to order a variety of beers, cider and spirits.
Staff tried hard but the service was hit and miss and is not polished. (seems like they are on Darwin time)
Breakfast staff were friendly and eager to please.
I had to ask if refreshments were included for exec guests during the day and they were, but some staff were a little confused about it all! No afternoon tea snacks offered.
Pool is tiny (the photo on their website is very deceiving) and not very appealing.

 

[Fifa]

Status: Diamond
Property: Doubletree by Hilton Darwin
Rate: $118 pn
Date: 20 April
Booked: King Guest Room
Received: King Guest Room

I wouldn't stay here again. No upgrade - I asked about a water view but was told there were no rooms available. Instead got a room on a high floor overlooking a unit block and construction site.
2 x DT cookies given on check-in (over 30g of fat in each!) plus little Lindt bunnies which were a nice touch.
Workmen were sanding verandah railings with an electric sander on the floor above us when we arrived (Easter Sunday!).
Brand new bathroom with similar fittings to the Hilton, but bedroom was tired with the same old Holiday Inn furniture from its previous life.
2 x bottles of water in room
Slow wifi
Terrible reception/picture on what looked like a reasonably new Samsung TV.
Breakfast was quite good with cooked to order eggs and a very friendly waiter.
The pool was not available this morning - the water was cloudy and dirty and we were told it needed chemicals:shock:. Why didn't they clean it overnight?

 

[QF WP]

Status: Diamond

Property: Perth Parmelia

Rate: $185 AAA

Dates: 22 & 23 April

Booked: Hilton Queen

Received: Hilton Queen Suite (xx07), with usual two waters daily, breakfast, wifi. Also had welcome back card and Choc chip cookie with pouring chocolate, small pear juice and (I think) a nashie (sp??).

 

[muppet]

Status: Diamond
Property: HSW
Rate: $168 pn 3 night advance purchase rate
Dates: 21-24 April
Booked: King Guestroom
Received: Relaxation Suite - initially a Deluxe King Guestroom (as worded at checkin - pretty sure there's no deluxe category) but I asked if any suites were available and viola!

I get it's a cheap rate - but having stayed over 25 stays (at least 50 nights) in this hotel, surprised to not even get an executive room during an obvious slow time for business travellers. No water in room (fair enough, I requested a swap to the suite) and none delivered when requested.

Very happy with this hotel. Will always return. Except when I know it will be busy as they've tightened the upgrades. If a normal room, I'd prefer HOTP or Intercontinental.