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.

 

[Fifa]

Lucky!
Are the rooms still the same, or have they been refurbished?

Ours hadn't been refurbished- still the same classic Singapore style.

 

[CJEMNMAC]

Quick question re DT in Cairns..does anyone know if they offer breakfast for Gold Hhonors ?

Any info would be of great assistance..going to call them tomorrow but thought I might get a few experiences from people that have stayed

Thanks so much

 

[blackcat20]

Quick question re DT in Cairns..does anyone know if they offer breakfast for Gold Hhonors ?

Any info would be of great assistance..going to call them tomorrow but thought I might get a few experiences from people that have stayed

Thanks so much

We had no issue with restaurant breakfast as Golds.

 

[hydrabyss]

Sydney Hilton
Status: Diamond
Date: Sunday 30th Oct and Sunday 6th Nov both 1 night
Booked: Guestroom Plus
Received: Relaxation Room

Nearly 25 stays for the year at this hotel and definately notice the difference regarding upgrades and late checkout.

I have an upcoming stay this sunday and had booked an Exec room during the flash sale last week. I thought I would book a higher category room hoping to get above a relaxation room. Checked the booking today and for something different it shows relaxation room. First time I have had an upgrade show this early before the date which surprised me that they check that far in advance.

 

[jackthomas]

Property: Hilton BNE
Status: Diamond
Room Booked: Twin Guest room
Received: Twin Executive

Full breakfast in restaurant downstairs offered, staff in the lounge very very friendly. Looking forward to being back here next week.

 

[Moopere]

Property: Hilton South wharf
Status: Gold
Room booked: King Executive
Rate: $261 (flash sale)
Date: 11 NOV
Received: Relaxation Suite


Melbourne is -full- at the moment, November festivals, racing, theatre crowd and whatnot. Watched this one for a few days as asking was $700+. Finally a 'flash sale' for 4 hours made the exec room cheaper than every other available room (even base) so I took it up. Doubletree internal King rooms at this time were closing in on $400 a night (!!!!).

Never in all my years have I received an upgrade from an exec room to a suite in Australia (In Asia I've had suite upgrades from base rooms), but this was the one - given hotel bookings I was surprised. The hotel was asking big money for rooms, indicating they were getting close to capacity and once checked in, went up to the lounge and yep, busy, really busy - I've never seen it so full ... more strange then that I got the suite....perhaps they oversold the exec rooms during the flash sale and had capacity in the suites? Who knows - but thanks HSW!

Its a good place to get an upgrade too, the suites are gigantic and really lovely. Overlooking the city, views are priceless.

I haven't been to this hotel for over a year. Got sick of seriously underwhelming service and overpriced rooms (and yes, whinged incessantly about it here). Was refreshing to not only get the first suite upgrade, but along with that, helpful, cheerful faced staff who seemed to know their business. I was all the more surprised given Pax numbers. The staff were busy, no mistake.

Overall happiness level: high

Now, lest those who know me think I accidentally swallowed the blue pill due to the suite upgrade - was all perfect in wonderland? Not completely. Got to be fair and balanced: The hotel struggled, a lot, with service in the lounge. No plates, no cups, no glasses and often the white wine bottles were left empty in the ice bath with no replacements. Tabletops dirty. No-one staffing the front desk, so enquiries, check-ins, etc, not easy, and the computer there appeared to be 'locked' and unavailable for staff use even if you did grab someone for something.

The lounge -was- busy with guests, no doubt, it really was, but, my first mental image was of airline staff who sometimes prefer to hide behind the galley curtain. I don't know what the staff do behind the scenes in the kitchen in the lounge, I'm sure its mayhem and busy but my overall feeling, lounge wise, was that they lacked a lounge manager to keep things moving whilst they were under pressure.

So, for me, at least for now, HSW is out of the 'sin bin' haha. I only book exec rooms in Australia now with no expectations as upgrades, seem to be finished (bar this last lovely up). Been pondering how skillfully HH/Hilton has worked me with relation to this and status ... something TrippinTheRift has alluded to in another post on a different thread which I'll address separately.

 

[Aeolus]

Hilton Garden Inn DPS
Booked: One Bedroom Suite
Received: One Bedroom Suite
Stayed 1 night due to late arrival into DPS. 1-level upgrade would've been the presidential suite but apparently it was taken (which president would stay at Garden Inn?! ). Free hotel shuttle was a challenge unless you know what to look for so hope this info would help someone in future. The hotel partners with Bali Prasarana transport. Finding the agency was a real challenge due to lack of signage but it is practically next to Golden Bird transport agency (row of shops to the right as you exit the baggage claim, if you pass the duty free, you've walked too far). Suite was new and quite well planned out but nothing spectacular. Considering the proximity to the airport, it was amazingly quiet. Also, Uber ride to Conrad from this hotel was around IDR60K compared to 180K taxi at DPS.

Conrad Bali
Booked: Deluxe King Resort
Received: Conrad Suite
First visit and was blown away by the amazing service. It's low season so a major section of the suites have been closed for renovation (they are adding a porch and a reception area), so I was very lucky to score a suite and even more amazed that the staff were so apologetic allocating the suite as they were worried about the noise from the renovation which was not a problem at all. RIN was closed for lunch/dinner but was opened for breakfast which I much prefer over the main breakfast area. They are also building 5 new villas next to the Conrad Suite pool area. I had a sneak peek over the wall from the cabana and noticed the villas are about the size of the suites but come with a personal plunge pool and jacuzzi, completely fenced for privacy. Overall a fantastic stay, a lot of privacy due to low occupancy so a lot of time to monkey around with no one in close vicinity.

The villa (sorry for the blocked view, best I could do standing on the cabana taking the pic over the concrete wall!)

 

[JessicaTam]

Property: HH Perth
Status: Diamond
Booked: Queen Deluxe Plus room
Received: Queen Suite/King Suite
Date: November 2016
Rate: Some sale or other

This was AFF 10 in Perth, and the Hilton was AFF Central. I had two separate bookings of one night each. Someone had requested the Queen suite for the second night hence the staggered upgrade. I would have been happy to stay in the Queen suite as it was on the tenth floor and thus had a balcony. For the slight inconvenience the King suite was a massive step up. A very large dining/lounge area, which became AFF after-party central!

A voucher for two drinks each night. Turns out the voucher may cover any glass of wine on the menu if you talk to the right person. So I did enjoy the Veuve!

 

[JessicaTam]

Property: HH CDG
Status: Diamond
Booked: Twin room
Received: Twin room executive
Date: November 2016

We got to the hotel at 0800 and I was expecting to just drop off our bags and come back later to check in. However a room was ready, so I was happy to grab it. The receptionist said that it was on the exec floor so was technically an upgrade. She seemed apologetic that it was all she could offer me. After 48 hours travelling I would have been happy with a broom cupboard. The room was bigger than standard based on the 'you are here' map on the inside of the room's door. And it overlooked the runway.

.

At my 0800 checkin we were also offered breakfast. Not a very extensive spread, but still a range of cereals and yogurts along with scrambled eggs, bacon and sausages. And of course lots of various bakery items. Evening canapes was only a limited selection of items. However the two hot items kept changing so it was worth keeping an eye on. We ended up having enough to not need dinner. There was also a selection of wines and beers.

 

[JessicaTam]

Property: HH Köln
Status: Diamond
Booked: Twin room
Received: Twin room
Date: November 2016

Received a bar drink voucher (for one) and two coupons for the snack-shop adjacent to reception. No other recognition. In fact our room was a close to the elevator as any room could be, and no upgrade or mention of one.

The snack-shop was interesting as it had a range of soft drinks, wine, beer and sundry snacks as well as a range of personal care products. The coupons could be used on anything! From Coke to condoms.

Breakfast was a fabulous spread, and one of the best I have seen.

 

[Aeolus]

The hotel struggled, a lot, with service in the lounge. No plates, no cups, no glasses and often the white wine bottles were left empty in the ice bath with no replacements. Tabletops dirty. No-one staffing the front desk, so enquiries, check-ins, etc, not easy, and the computer there appeared to be 'locked' and unavailable for staff use even if you did grab someone for something.

The lounge -was- busy with guests, no doubt, it really was, but, my first mental image was of airline staff who sometimes prefer to hide behind the galley curtain. I don't know what the staff do behind the scenes in the kitchen in the lounge, I'm sure its mayhem and busy but my overall feeling, lounge wise, was that they lacked a lounge manager to keep things moving whilst they were under pressure.

HSW has the biggest lounge in Australia but has only 2 or at best 3 staff working during evening canapés. These poor hardworking people even have to run downstairs to the kitchen to pick up the food themselves so it's not much wonder if you hardly see them when the lounge is packed as one would be busy cleaning up and making drinks for guests while the other would be busy running between lounge and kitchen to replenish food etc. so sometimes service can be seen as a bit slack when the lounge is full.

 

[Moopere]

HSW has the biggest lounge in Australia but has only 2 or at best 3 staff working during evening canapés. These poor hardworking people even have to run downstairs to the kitchen to pick up the food themselves so it's not much wonder if you hardly see them when the lounge is packed as one would be busy cleaning up and making drinks for guests while the other would be busy running between lounge and kitchen to replenish food etc. so sometimes service can be seen as a bit slack when the lounge is full.

Mmm, fair cop. I made a big assumption and used the behind-the-galley-curtain comment based upon a certain amount of vocal noise that leaked out of the lounge 'galley' into the main area. I couldn't see anything of course and therefore didn't want to make further assumption ... it was the first thing that popped into mind however.

Regardless, I wasn't really having a direct stab at the staff - when they were out in the main area they were generally rushing about and looking under pressure. However, its a heads-up for management really, there must be a way to correct this (???). Also, why no lounge manager? Its one of the few Hiltons I've ever bumped into where you don't seem to be able to check-in at the lounge ... because there is almost never anyone sitting at the lounge counter/computer. Back when the hotel opened I never perceived the same problem. There was always someone at the desk, or close by and looking out to help check-in or outs and generally manage the other staff in the lounge. This seems to have quickly slipped by though and I haven't seen an obvious lounge manager for ages (though I haven't stayed at HSW for a year before this last stay).

 

[boomy]

However, its a heads-up for management really, there must be a way to correct this (???). Also, why no lounge manager? Its one of the few Hiltons I've ever bumped into where you don't seem to be able to check-in at the lounge ... because there is almost never anyone sitting at the lounge counter/computer. Back when the hotel opened I never perceived the same problem. There was always someone at the desk, or close by and looking out to help check-in or outs and generally manage the other staff in the lounge. This seems to have quickly slipped by though and I haven't seen an obvious lounge manager for ages (though I haven't stayed at HSW for a year before this last stay).

Technically any staff in the lounge can do check in/out.
Other lounges also don't have manager in the evening yet everything works fine. Problem at HSW is the lounge too big for only two staff members at evening service (the norm at most Hilton lounges).

 

[JessicaTam]

Mmm, fair cop. I made a big assumption and used the behind-the-galley-curtain comment based upon a certain amount of vocal noise that leaked out of the lounge 'galley' into the main area. I couldn't see anything of course and therefore didn't want to make further assumption ... it was the first thing that popped into mind however.

Regardless, I wasn't really having a direct stab at the staff - when they were out in the main area they were generally rushing about and looking under pressure. However, its a heads-up for management really, there must be a way to correct this (???). Also, why no lounge manager? Its one of the few Hiltons I've ever bumped into where you don't seem to be able to check-in at the lounge ... because there is almost never anyone sitting at the lounge counter/computer. Back when the hotel opened I never perceived the same problem. There was always someone at the desk, or close by and looking out to help check-in or outs and generally manage the other staff in the lounge. This seems to have quickly slipped by though and I haven't seen an obvious lounge manager for ages (though I haven't stayed at HSW for a year before this last stay).

I have had this a couple of times in the past. When I have commented on the lack of staff to the staff that were there, they have always asked for feedback to be sent.

So please write to HH and complain about the lack of staff, and how busy the staff that are there have to work to compensate.

 

[Princess Fiona]

I have had this a couple of times in the past. When I have commented on the lack of staff to the staff that were there, they have always asked for feedback to be sent.

So please write to HH and complain about the lack of staff, and how busy the staff that are there have to work to compensate.

I don't mean to be a wet blanket but surely you and others have already done this and going by the OP nothing has changed.
I think it's pretty poor form that part of the solution for staff shortages in an Executive Lounge is for the staff to ask for feedback to be sent by the guests.
If the same happened in public hospitals it would end up on the front page of No News

 

[kermatu]

I don't mean to be a wet blanket but surely you and others have already done this and going by the OP nothing has changed.
I think it's pretty poor form that part of the solution for staff shortages in an Executive Lounge is for the staff to ask for feedback to be sent by the guests.
If the same happened in public hospitals it would end up on the front page of No News

Spot on. (Although equating the staff and needs of a hospital with an exec lounge is - to be polite - a bit of a stretch!)

The lack of staff, cheap wines and spirits on request are pure money-savers. No amount of feedback will change that as long as the punters keep returning.

I really like HSW and am always very well looked after in the lounge and in general. But my last 4 stays in Melbourne this past month have been at the Sofitel -- far superior lounge service throughout the day. Minimum of 4 staff around at all times. Breakfast menu, a light lunch, top shelf self-pour spirits in the evening and excellent canapés (to be fair only marginally better than HSW). 100% success rate with upgrade to 48+ floor and a suite as well. Can be a bit more expensive for sure, but worth it (while I am Platinum anyway). And I've had deals which give me free dinners, spa treatments, and/or transfers to/from the airport - which make it on par for cost.

 

[DC3]

I have had this a couple of times in the past. When I have commented on the lack of staff to the staff that were there, they have always asked for feedback to be sent.

So please write to HH and complain about the lack of staff, and how busy the staff that are there have to work to compensate.

And pass it onto the GM, so he/she might get the head out the sand. If they appear to be doing nothing, not complaining lets them off the hook too easily.

 

[DC3]

I don't mean to be a wet blanket but surely you and others have already done this and going by the OP nothing has changed.
I think it's pretty poor form that part of the solution for staff shortages in an Executive Lounge is for the staff to ask for feedback to be sent by the guests ...

Yes, it looks like the EL staff are to bear the brunt of Management's (poor) decisions/lack of insight. Where is their pro-active Management?

 

[hydrabyss]

Stayed at Sydney sunday night and was surprised to see the prawns are back in the lounge.

 

[hummel]

Back at Hilton Foshan again.

Booked base room and got the 1 bedroom suite.

I hadn't been back since May but they remembered me and even the girls in the Exec lounge knew about my egg white Omelette!

Proof again that asian Hiltons know how to treat Gold/Diamond members.

Edit: Just extended my stay by 2 nights at this stage. Spoke to girls in Exec lounge - No problems sir please keep your suite! Even better I paid last stays bill on Visa to get the 5000pt bonus.

The only bad thing about this hotel is the wifi - Being China it is expected to have issues but can be unusable at times and does require a VPN (Swissotel around the corner connects through HK server)