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.

 

[Princess Fiona]

104 rooms set aside for upgrades

Buzzard I think you might be onto something there :mrgreen:

 

[Princess Fiona]

Noticed theres 104 rooms missing.Plus have yet to see an exquisitely furnished room.

The master suite/ King Premier is really pretty swish but I wouldn't go as far as to say exquisite

I think the missing rooms may be the standard King/Twin guest rooms.

 

[Deleted member 29185]

Noticed theres 104 rooms missing.Plus have yet to see an exquisitely furnished room.

I wonder if the missing rooms are simple "guest rooms"? Do they have them or is the lowest category a "guest room plus"?

Makes for interesting thought though. I'd assume a fair chunk of the suites do regularly sell (otherwise, why waste real estate with them), so taking out a quantity of suites that have been sold at the rack rate, it doesn't leave many to play with, also assuming H-SYD would likely see quite a number of diamonds at any one time, adds to the problem. I've never stayed in a relaxation room, so I have no idea about how much better they are over the standard dogbox, but I read earlier in this conversation that boomy posted they are 100x better, so maybe that could be an option to use as the "general" upgrade room. Doesn't appear to be great options for Gold!

EDIT: Just noticed PF commented on the missing rooms possibly being "guest rooms". Sorry for doubling up.

 

[Deleted member 29185]

I'm not well-read in the whole HH thing (still learning). But an upgrade from a standard to an exec for a diamond is cough. Its the same room (maybe a higher floor) and they already have lounge access. So its really a non-upgrade that makes the hotel feel like they've done a good deed when really they've done nothing.

I also dont consider a high floor an upgrade. Same room, different level, is still the same room.

Hi BC, sorry, I missed your posts earlier and should have replied then, but to address your comments.......yes, the whole upgrade bit at H-SYD is cough and has been so for many years now. Many of us have been grappling with the H-SYD policy backflips for some time and this latest experience suffered by PF is just one more data point to evaluate their performance. Your point raised, "So its really a non-upgrade that makes the hotel feel like they've done a good deed when really they've done nothing", is very true and it's why this topic often raises the tempers and heat level as we know it's absolute rubbish being tried on as if we're all wood ducks.........but they can do it, well within their Ts&cS. I've previously had a so-called "upgrade" from a dogbox to a low floor dogbox which I was told most enthusiastically was an "executive" room with executive lounge access. Big deal, I get lounge access anyway and I could see absolutely no difference between the booked dogbox and the upgraded dogbox, which made me realise, the term "executive room" at H-SYD is likely an outright lie on many occasions. When they're backed into a corner, they simply rebadge in a figurative sense, a dogbox to a dogbox with a flashier name and add lounge access, which diamonds have anyway. It's why I feel both disappointment and possibility in the offer that PF received. The King Suite is a fabulous room and if one were to add $200 to the base room rate, it'd still be about half the King Suite rack rate. That actually has a lot of positive possibilities......except I see that far from a "guaranteed" offer and it seems it is only offered after some exchange of words which is yet another downside.

 

[boomy]

So many posts been written about lousy elite treatment at HSYD. I had similar experiences as PF with front desk bluntly lying to my face saying hotel is full when I could see plenty rooms available on the HH app.
While I don't expect to get a suite on every stay, I do expect bigger room such as relaxation room (if available at check in).

I used to be VERY loyal customer at HSYD but at some point got fed up with their attitude and moved on to stay in other hotels. There are so many options in SYD at Hilton's price range (corporate rates as well) so I really don't understand why people still choose to play that lottery game with upgrades. SPG for example, have three properties in the CBD and their programme offers standard suite upgrades for platinum members.

As long as there is only one Hilton brand in SYD, I don't believe the attitude will ever change. There are enough blindly loyal guests that will return no matter what.

 

[Punky]

Which bit is unclear - the HHonors benefits clearly say that Diamond members receive a space-available upgrade - period.

You are wrong. You are choosing to ignore the part where the hotel can exclude specialty suites, which it decides at its own discretion. You only have an entitlement to what might be called 'standard' suites.

 

[dfcatch]

It also says upgrades can excludes suites at discretion of hotel...

Reality is Hilton Sydney has two different room types.

Small rooms - Guestroom plus, Deluxe (separate tub), Deluxe Plus (high floor), Exec room (lounge access). -- all under 25sqm

then the much larger rooms which are generally at least 50% to 400% more in price.
Large rooms - Relax Room 48sq, Junior Suite 52sq, Relax Suite 53sq, -- which are all essentially suites.
Super large rooms - King 86sq, Master 90sq

For a guest to simply book the highest cat small room (the Exec room) with an expectation of getting a substantially larger room every time is a bit much...
Yes it will happen from time to time, but there shouldn't be an expectation, even as a Diamond.

Book a basic Guestroom, and then not get an upgrade, then you have a valid complaint.

No that's not how the program works, nor how the "suite exclusion" works, nor how Hilton Sydney themselves apply/give upgrades.

The correct reading of the T&Cs is that you book a room, as a diamond you get an upgrade. The hotel can elect to ONLY upgrade you to a preferred room (instead of that fancy suite which you have your eyes on).

They had rooms (non-suites) available and failed to offer/provide an upgrade.

This is even ignoring the fact that Hilton Sydney routinely does in fact upgrade to the suite types mentioned.

Please find the T&Cs which state "no upgrade will be provided if the only available rooms are suites"???

 

[dfcatch]

That's not the case under the T+Cs, and that is the point Swanning is trying to make. We cannot say they PF did not receive an upgrade to a "preferred room" such as a high floor.

What he has also been saying is that this is BS overall, but strictly within the T+Cs.

To be honest, even the old base room to "executive" room is sometimes a con, and I often don't know if there is a difference in the room itself, being guaranteed exec lounge regardless.

There's a huge difference between their base room and an executive room.

If you've ever been in one of their base rooms - you'd know.


PF was not upgraded to a "preferred room". There was no "upgrade" nor any "pretense".

Fact is they could have done the "swanning it double take" and claimed that it was in fact a "preferred upgrade". That didn't happen and is a pure hypothetical that didn't exist in this instance.

 

[dfcatch]

You are wrong. You are choosing to ignore the part where the hotel can exclude specialty suites, which it decides at its own discretion. You only have an entitlement to what might be called 'standard' suites.

No I didn't ignore it.

I quoted the stated status benefit.

I also quoted the T&Cs which provide the precise wording of the exclusion policy.

I ignored nothing and quoted the lot.

Either way - doesn't change the stated status benefit.

And either way, even allowing for the suite exclusions (whether reasonable or not), PF's experience is a failure to adhere to the policies of HHonors and those of H-SYD, as they failed to provide an upgrade even to a non-excluded room.

 

[Danger]

All this talk of games at Hilton Sydney reminds me of some of my past posts on the topic, like this one from August 2011:

Property: Hiton Sydney
. . .

I really like the Hilton Sydney but I think it's one of those Hilton properties that creates room categories purely for the purpose of meeting the HHonors upgrade benefit. Now that the wording has changed to "Upgrades for Diamond HHonors guests may include the next-best available room from the room type booked. Upgrades may also be rooms with desirable views, corner rooms, rooms on high floors, rooms with special amenities . . ." it's a lot easier for a property not to provide less than they would previously have to. I can't for the life of me work out the difference between a Guestroom and a Guestroom Plus or an Executive Room and a Deluxe Room. As far as I know every room has slippers and a bathrobe. Anyway, that's probably more for a thread on HHonors changes.

And this one from May 2013:

In my opinion, the Sydney Hilton is a perfect example of a property that creates room categories with a miniscule difference such that, if it so chooses, a status guest can be told they've been 'upgraded', only to be left scratching their head as to how.

What if my preference is for a room on a low floor? Next thing a 'one category upgrade' room will include those located closer or farther from the elevator.

I think high floors, exec upgrades and "preferred rooms" are all bs but it's in the T+Cs. Luckily most Asian hotels go above and beyond, or I'd stay elsewhere.

This "high floor" rubbish being an "upgrade" is why I always make my preference for a low floor when I stay at Sydney, just to create a problem for them.

 

[jackthomas]

Hilton SYD is the king of different room types that are actually the same room... The first 5 rooms are all the same but differs depending on floor level (and exec rooms have lounge access)

I've always had luck when the hotel was sold out, being the only time I've had King Suites...My next stay at H SYD is in 2 weeks and I'll report back.. I've had a suite on 10/10 stays there in the last 3 months so hopefully the luck continues...

 

[Cynicor]

There's a huge difference between their base room and an executive room.

If you've ever been in one of their base rooms - you'd know.


PF was not upgraded to a "preferred room". There was no "upgrade" nor any "pretense".

Fact is they could have done the "swanning it double take" and claimed that it was in fact a "preferred upgrade". That didn't happen and is a pure hypothetical that didn't exist in this instance.

Never been in any of their rooms, for a few good reasons. But I was talking about in general, and not at this hotel.

I am not and have not been defending the hotel, just stating that suites being available and not upgrading to them does not break the T+Cs necessarily.

Got the "high floor and exec" in Osaka yesterday, no idea if it is truly better than the base room and no plan to find out.

 

[JessicaTam]

Property: HSW
Date: Feb 2016
Status: Diamond
Rate: Gov't
Booked: Hilton Queen double
Received: Relaxation suite

On checking in I stated that I had booked a queen double as I thought I would have a friend staying too. I explained that I was alone and so did not mind the bedding configuration. Voila! Suite ensues.

I had breakfast in the restaurant and enjoyed eggs florentine cooked to order. I also asked for a latte in a mug and there was no mention of the coffee tax.


"That's not a mug - this is a mug!"

On checking out I gave feedback that it is nice not be charged for a coffee - especially when served in a bucket.

 

[JessicaTam]

Property: DT CNS
Date: Feb 2016
Status: Diamond
Rate: Gov't
Booked: Double double (cheaper than a king)
Received: High floor double double

Checked in at a bit before 10pm and had a nice chat to the receptionist. Upon being offered the choc-chip and walnut cookie I declined and suggested DT should make some nut free cookies. The receptionist then asked if I would like something else:



Just what the doctor ordered! Delivered to my room, no less.

At breakfast the next morning I asked for a latte and was told there was a charge. I was a little surprised and commented that I had not been charged before. The attendant chose not to charge me, which I appreciated.

Looks like the DT CNS is joining the coffee tax brigade, just as I thought it was a tax free haven.

 

[Daver6]

There's a huge difference between their base room and an executive room.

If you've ever been in one of their base rooms - you'd know.

Can you elaborate a bit more on what the difference is please? Genuine question as from what I can tell is its just a different floor level and perhaps different amenities.

 

[boomy]

This is even ignoring the fact that Hilton Sydney routinely does in fact upgrade to the suite types mentioned

Based on years of loyalty to HSYD I can say this statement is absolutely 100% incorrect!

 

[moa999]

Giving HSyd a go tomorrow night on a King Guestroom Plus rate at about $200.
Today got offered what i booked on Lev 22-26 via the app.

Not expecting more than a Deluxe High Floor.

Diamond this year (was Gold at least stay at HSyd last year)

 

[DC3]

... tomorrow night on a King Guestroom Plus rate at about $200... Not expecting more than a Deluxe High Floor.

By-pass the main reception desk on arrival. Do not stop here.
Got directly to the lift then to the EL (no card needed at this time).

Attract the attention of the EL staff in front of you at the desk. If they do no see you at first (as the door is sometimes locked, wait for another guest to enter/leave, and then you are now in to have your room issued.

You may well receive at least a King Exec Room, as an upgrade, with the possibility of scoring something even better.

It's been done before. Wish you the best of luck.

You are doing nothing untoward. You may check-in/check-out at either the main reception desk, or in the EL (provided that there are staff present).


PS: Enjoy the drinks and Canapes which will be out by 6.00pm. Breakfast in Glass the next morning

 

[cjd600]

Checked in at a bit before 10pm and had a nice chat to the receptionist. Upon being offered the choc-chip and walnut cookie I declined and suggested DT should make some nut free cookies. The receptionist then asked if I would like something else:

View attachment 66222

Just what the doctor ordered! Delivered to my room, no less.

that looks nicer than a cookie

 

[moa999]

By-pass the main reception desk on arrival. Do not stop here.
Got directly to the lift then to the EL (no card needed at this time).

Attract the attention of the EL staff in front of you at the desk. If they do no see you at first (as the door is sometimes locked, wait for another guest to enter/leave, and then you are now in to have your room issued.

PS: Enjoy the drinks and Canapes which will be out by 6.00pm. Breakfast in Glass the next morning

Many thanks. More used to H LAX and DT KUL where you get an email suggesting that