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.

 

[kermatu]

Property: Hilton Munich City
Date: 4 nights, mid-October 2014
Status: Gold
Booked: King Executive
Received: Junior Suite

Decent upgrade but lost any view, and was right under the gym where everything could be heard, so a bit disappointing. Hotel showing real signs of age but decent location on top of S Bahn station.

Block of chocolate in room as a gift. No water, but just took bottles from the lounge. Full breakfast (excellent) downstairs. Staff across the board were terrific, including the concierge assisting me take my suitcase from the lobby, down a lift, then a flight of stairs and down the escalator in the station onto the platform for the airport train. Great service.

Lounge good. 3 hours for canapés. Good wines, beers and spirits. Food ok but one of the 2 hot options was soup which barely anyone had. Depending on the lounge manager it was either all shut at 9 on the dot, or kept open till all food gone and the beer fridge re-opened on request.

As an aside, I'd never get a job in a German hotel. I am neither young nor attractive.

As a second aside, my best stay in Germany was at the Hyatt Regency in Dusseldorf. Phenomenal hotel. If there's a Hyatt thread will post there.

 

[Deleted member 29185]

Property: Hilton Washington
Date: 22-25 October 2014
Status: Diamond
Booked: King Room
Received: King Room

There was a conference or two at the hotel, so no upgrade possible. Two bottles of water at checkin, which were not replaced during the stay. The exec lounge was pleasant enough with a continental breakfast available. The evening drinks were a cash bar with some basic nibbles. I didn't worry about visiting in the evening after the first night.

View attachment 37008

That room looks pretty tacky. I don't think I'll be racing to stay there.

 

[slc767338]

Date: 2nd July 2014

Status: Diamond

Property: Hilton London Stansted Airport

Booked: Double Hilton Guest Room

Received: Double Hilton Suite

Rate: £42


Obligatory Free Diamond breakfast plus 2 bottles of still and sparkling respectively. Nice place to stay for a night or two if you find yourself in Stansted or thereabouts but not for much longer than. No exec lounge sadly :shock:

 

[kyle]

Property: Conrad Macao
Date: 1 night, November 2014
Status: Gold
Booked: Double Queen City View
Received: Double Queen Suite
Rate: 16,000 points + $580 HKD

Extremely efficient check-in and check-out. Escorted to room by person checking us in. Love the clear plastic rubber duck with two dice inside and a teddy bear at turndown service. Nice selection of western and Chinese varieties at breakfast.

 

[boomy]

Status: Diamond
Property: Hilton Sydney
Booked: King Deluxe
Received: King Executive
When I checked in at 3pm there were two staff members at the counter and we had an interesting conversation.
Staff #1: Welcome back Mr. B, we have upgraded you to an Executive room.
Me: Thanks. Can you check if there are any Relaxation rooms available?
Staff #1: (checking her system) We have, but can only give you an extra upgrade for a fee this time.
Me: Nah it's ok, I thought I'll try my luck in case you have some extra availability today.
At this point I was about to leave and go up to my room but then staff #2 decided to join the conversation.
Staff #2: Actually we are at 98% capacity today, only 10 rooms left for sale, that's why we can't give you a better completely upgrade this time.
Me: (checking the HH app) I see rooms are offered as low as $199 tonight and all room types are still available. Also, is the rate usually so low when there are not many rooms left?
Staff #2: The rate is low because hotel wants to sell all the remaining rooms.
Me: Interesting... I made my reservation weeks ago and the rate was only $20 higher. How come next week I see the rate is $270 higher (more then double) on the same day?
Staff #2: We have 2 big groups checking in so we will be almost full.
Me: I'm a bit confused, you say the hotel is almost full today and also next week but the rates are totally different, how come?
Staff #2: I'm not sure, I'll have to check.
Me: Is it possible there are more then 10 rooms available tonight?
Staff #2: No, I checked that already.
Me: Ok then, I think we are done here.
I don't like being told stories that clearly are not accurate at best. It's not the first time I hear staff members making up things to justify the lack of proper upgrades. What I don't understand is why they feel the need to do that, especially when they already give a complementary upgrade to the next level. There is really no need to try and be over-creative with silly excuses.
Despite the rocky start I end up having a pleasant stay. The exec lounge was not very busy and the staff there provided excellent service. Breakfast in the restaurant was good as usual. I wasn't offered, nor I received a newspaper in the morning but there were plenty available in the restaurant.

 

[jackthomas]

Status: Diamond
Property: Hilton Sydney
Booked: King Deluxe
Received: King Executive
.

This is disappointing for sure, did they offer any sort of other incentive or apology later on? I would ask to speak to the hotel manager for sure, purely because of the mixed messages provided.

I have a stay at HSW tomorrow night and according to my booking, i've only been upgraded from a King Hilton to a King Hilton City View, despite Executives still being available... Hopeully will try my luck for an upgrade to an exec room. Anybody think there is much point? Will let you know how I go.. Am A gold.

 

[Princess Fiona]

This is disappointing for sure, did they offer any sort of other incentive or apology later on? I would ask to speak to the hotel manager for sure, purely because of the mixed messages provided.

I have a stay at HSW tomorrow night and according to my booking, i've only been upgraded from a King Hilton to a King Hilton City View, despite Executives still being available... Hopeully will try my luck for an upgrade to an exec room. Anybody think there is much point? Will let you know how I go.. Am A gold.

You can always ask. The treatment of Diamonds at SYD regarding upgrades is pretty poor IME but I suppose there's no harm in trying.

 

[jackthomas]

You can always ask. The treatment of Diamonds at SYD regarding upgrades is pretty poor IME but I suppose there's no harm in trying.

Sorry, I should have pointed out I meant South Wharf in Melbourne, It's my first stay at this hotel, but have another 3 stays booked going ahead.. So hopefully they will see that and reflect on it.

Will let you know how I go tomorrow afternoon.

 

[Princess Fiona]

Sorry, I should have pointed out I meant South Wharf in Melbourne, It's my first stay at this hotel, but have another 3 stays booked going ahead.. So hopefully they will see that and reflect on it.

Will let you know how I go tomorrow afternoon.

Good luck
(My reading skills have deserted me tonight )

 

[JessicaTam]

Good luck
(My reading skills have deserted me tonight )

Are your reading skills proportionate to the amount of wine left in the bottle? Mine tend to be. :mrgreen:

 

[Princess Fiona]

Are your reading skills proportionate to the amount of wine left in the bottle? Mine tend to be. :mrgreen:

I wish I had that excuse
Sadly I'm catching up on AFF tonight in between swotting up on some lectures and workshops I'm giving later in the week
Perhaps opening a bottle might improve my comprehension of both

 

[boomy]

This is disappointing for sure, did they offer any sort of other incentive or apology later on? I would ask to speak to the hotel manager for sure, purely because of the mixed messages provided.

I thought about writing a letter to let the management know about the misleading information I was given but I'm afraid I would be required to give names and I don't want to cause trouble to anyone so I let it go.

 

[turtlemichael]

I thought about writing a letter to let the management know about the misleading information I was given but I'm afraid I would be required to give names and I don't want to cause trouble to anyone so I let it go.

Sadly, I've been through many similar converation not only in Sydney. I now no longer bother. I just accept the free internet and lounge access as the Hilton Diamond benefits.

 

[boomy]

Sadly, I've been through many similar converation not only in Sydney. I now no longer bother. I just accept the free internet and lounge access as the Hilton Diamond benefits.

I know exactly what you mean, I also gave up long time ago but this time the story was so farfetched that it only took a few seconds of research on a smartphone to dismiss it.
They should at least try harder

 

[jackthomas]

Success!!

November 6-7
Property: Hilton South Wharf
Room Booked: King Guest Room
Rate: $280 AUD
Room Received: 2 Bedroom Suite City View.


Was upgraded in the system to a Guestroom City View, but none were ready and this is all that was left, I guess i got lucky.
Was told however I couldn't access the Exec lounge as it was booked out?

 

[turtlemichael]

I know exactly what you mean, I also gave up long time ago but this time the story was so farfetched that it only took a few seconds of research on a smartphone to dismiss it.
They should at least try harder

Lest I appear to be a world weary traveller I do react to some things on occasions. I recall being told in Hilton Brisbane on check-in that I had been upgraded to an Executive Room. I responded that that was what I actually booked. The duty manager overheard the conversation and upgraded me to a suite, one of the few they have. So you can luck out despite some hotels' policies.

 

[boomy]

Status: Diamond
Property: HSW
Booked: King Guestroom
Received: Kind Yarra Suite
My first stay at this property and so far I'm impressed. The suite was lovely with great open views. No card or any special gifts in the room, I guess it takes time to "earn" this stuff here
I went to check out the lounge and met a very familiar face from what used to be my second home (Hilton Brisbane). What can I say about the lounge? It's huge and impressive. Extensive selection for afternoon tea, not just dry cookies like in other lounges (note HSP). Almost every seat has a power point next to it (note HSYD), White Rabbit beer at dinner (note HBNE), nice sushi (note HADL) and even live entertainment!
Had breakfast in the restaurant and was surprised to see there is no one who makes eggs to order. I was told the restaurant is being refurbished but I can order whatever I want and it will be delivered to my table. Isn't that a great service? I end up having eggs Benedict and washed them with freshly squeezed juice. The girls working there were very nice and chatty, with a signature smile showing they live in one of the best cities in the world!
All in all a great first stay. Next week I'm booked at HOTP, also for the first time and it will be interesting to see if they can raise the high bar HSW set.

 

[hummel]

Status: Diamond
Property: HSW
Booked: King Guestroom
Received: Kind Yarra Suite
My first stay at this property and so far I'm impressed. The suite was lovely with great open views. No card or any special gifts in the room, I guess it takes time to "earn" this stuff here
I went to check out the lounge and met a very familiar face from what used to be my second home (Hilton Brisbane). What can I say about the lounge? It's huge and impressive. Extensive selection for afternoon tea, not just dry cookies like in other lounges (note HSP). Almost every seat has a power point next to it (note HSYD), White Rabbit beer at dinner (note HBNE), nice sushi (note HADL) and even live entertainment!
Had breakfast in the restaurant and was surprised to see there is no one who makes eggs to order. I was told the restaurant is being refurbished but I can order whatever I want and it will be delivered to my table. Isn't that a great service? I end up having eggs Benedict and washed them with freshly squeezed juice. The girls working there were very nice and chatty, with a signature smile showing they live in one of the best cities in the world!
All in all a great first stay. Next week I'm booked at HOTP, also for the first time and it will be interesting to see if they can raise the high bar HSW set.

FWIW I found HSW a better hotel in terms of decor etc but HOTP much better for service.

The fact that HSW is pricing outside of my budget may have something to do with it as well...

 

[Deleted member 29185]

FWIW I found HSW a better hotel in terms of decor etc but HOTP much better for service.

The fact that HSW is pricing outside of my budget may have something to do with it as well...

Good to hear! I've usually stayed at HSW when in MEL, but there has been such a plethora of good anecdotes about HoTP here lately that we decided to stay there instead of HSW next week!

 

[Cynicor]

Will be back with another update for Conrad Bali next in a fortnight, but I see they have already upgraded me from the lowest room type to the highest resort room type on offer again.

And I forgot to mention that last stay I asked them to organise me transport to seminyak twice, but neglected to ask how much the car would be (40min trip in hotel car, longer than airport transfer).

They comped them both nights! Amazing diamond treatment at this place.