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.

 

[boomy]

A friend is thinking of joining myself and my family for a night at the Brisbane Hilton. As a diamond will she receive my benefits as well if I book both rooms?

Yes. Both rooms should receive the benefits.

 

[Cynicor]

But they don't have to- it's the hotel's choice. Experience is that all but the stingiest of hotels will give benefits for 2 rooms.

 

[Deleted member 29185]

But they don't have to- it's the hotel's choice. Experience is that all but the stingiest of hotels will give benefits for 2 rooms.

Agree. A room upgrade is probably the one thing most likely not to be granted for both, but my experience is most other benefits (including lounge access and breakfast) is often permitted.

 

[boomy]

Property: Athenee Palace Hilton Bucharest
Booked: King Guestroom
Rate: LEI305 or AUD98
Received: Junior Suite

Room was booked for two but there were 3 of us checking-in at 7am, been upgraded to J.Suite on 2nd floor. Room was not ready, staff apologises and allocated the same room type on the 5th floor with much better views. "You can all have breakfast in the lounge located on your floor or in the restaurant. Would you like housekeeping to arrange the sofa bed?" That was so generous! Although the booking was clearly for 2 only (extra person cost more) she didn't let me ask for anything but offered all in advance, that's how customer service should be!

At breakfast we received special amenities to the table (three glasses of energiser juice and their signature muesli, both not offered as part of the buffet). We also got personalised service, our waiter was in charge of the whole section but basically ignored everyone else while giving us all the attention. I assume they treat all diamonds this way, it felt more of Conrad breakfast service. The buffet selection was very good, both in quality and quantity.

Back to room, it was decent size but the bathroom too small and needs to be refurbished. I've noticed housekeeping tripled all bathroom amenities and left a plate with Cozonac and small bottle of Tuica (tradition Romanian cake and spirit) on the table, nice touch!

Evening canapés in the lounge were mix of Romanian dishes, cooked prawns and sushi. Lounge was not busy and by 8:30 when staff were about to clear out there were only us and two couples left. Someone came to ask if we would like to have any more food and I said we will just grab last drink but the guy said he will keep all drinks out until they close down so no rush. If only all hilton lounges were that generous...

 

[QF WP]

My understanding is yes (but not having done it myself), if you book both rooms then both should receive Diamond benefits.

 

[rfur78]

My understanding is yes (but not having done it myself), if you book both rooms then both should receive Diamond benefits.

recent stay at HSW, second room was treated to all diamond perks apart from the full breakfast downstairs.

 

[BLK343]

Property: Hilton Times Square
Date: 23 Dec 2 nights
Status: Diamond
Booked: King Hilton Room
Rate: USOC U$160
Received: King Hilton Room

Property: Hilton Times Square
Date: 31 Dec 1 night
Status: Diamond
Booked: King Hilton Room
Rate: 80k points
Received: King Hilton Mobility Access

Quite disappointed at this cat 9 establishment. No Diamond recognition at check in and overall service and attitude of staff quite appalling. Care factor Nil! Although property is couple steps from Times Square, I wouldn't rate this as a Cat 9 category. Rooms are quite large in comparison but nothing to rave about. Definitely a North America/Canada standard, coffee provided but no kettle to make a cup of tea. Understandably, one could use the coffee maker for hot water but had to ask for a kettle. Everything seems to be on demand; no night slippers provided as you would normally see in Aus, Asia or European Hilton.

Breakfast quite a disappointment with only a small sample. Choice I would consider available at a business hotel. When asked for a tea spoon to stir my tea, I was offered a table spoon as the staff couldn't be bothered checking at the back.

New Years Eve was chaotic as expected at this establishment (and I've learned my lesson - never again) unless you really want to experience the Times Square like packed animals! Only rooms available via the HH App were Mobility Access rooms. Chose the highest floor available and knowing that the App states, better rooms may be available. Upon check in, I asked the agent to be moved to another room and was told that since I checked in via the App, nothing can be done! (as if!)

Left a review on TripAdvisor and this morning, I received an email from the Front Office Director stating that negative reviews affects them and asked me to remove the review for 20k points or $100! What a joke. Just wondering whether anyone has experienced this before?

 

[BLK343]

Property: Hilton Toronto
Date: Dec 1 night
Status: Diamond
Booked: King Hilton Room
Rate: USOC C$165
Received: King Hilton Executive

Quite nice properly with lavish lobby. Status recognised at checkin and breakfast vouchers provided since the lounge was closed during our stay

 

[Virgin Bart]

Property: Hilton Toronto
Date: Dec 1 night
Status: Diamond
Booked: King Hilton Room
Rate: USOC C$165
Received: King Hilton Executive

Quite nice properly with lavish lobby. Status recognised at checkin and breakfast vouchers provided since the lounge was closed during our stay

I understand the lounge here is closed on Friday and Saturdays.

Was the breakfast good? Staying next month.

 

[BLK343]

Property: Conrad New York
Date: Dec 4 nights
Status: Diamond
Booked: Deluxe Suite
Rate: USOC S$228
Received: Hudson River View Suite

As mentioned by a few AFFers, Conrad is definitely the pick. A stone throw from the Hudson River, Brookfield Place mall, various eateries. Rooms very spacious being all suites. Staff very attentive. Breakfast was an improvement from other North American Hiltons but still not to the standard we experience in Aus or Asia. Just makes me realise how spoiled we are in Aus and Asia.

Had an awesome meal at North End Grill just outside the Conrad. Bit on the high side but good quality and this is a non tipping establishment

 

[BLK343]

I understand the lounge here is closed on Friday and Saturdays.

Was the breakfast good? Staying next month.

The lounge was closed during Christmas and NY.Good breakfast spread compared to North America but not to Aus standards

 

[BLK343]

Property: Hilton Niagara Falls
Date: Dec 1 night
Status: Diamond
Booked: King Whirlpool Studio Canada/US views
Rate: HHonors Discount C$222
Received: 2 Bedroom Tower Suite w Canada/US Falls view

Great view from the room. The 2 Bedroom Tower Suite may sound a great upgrade but looks quite tired and cannot be compared to Straitman's default room at HSW!

 

[BLK343]

Property: The Beverly Hilton
Date: Jan 4 nights
Status: Diamond
Booked: King Hilton Room
Rate: 60k points/night
Received: King Hilton with Balcony

Looks can be deceiving from the outside. The hotel is quite luxurious and room spacious. We were there as they were preparing for the Golden Globes. Throughout our NYC & Canada stays, Beverly Hilton offered the best breakfast with an omelette station.

 

[moa999]

Left a review on TripAdvisor and this morning, I received an email from the Front Office Director stating that negative reviews affects them and asked me to remove the review for 20k points or $100! What a joke. Just wondering whether anyone has experienced this before?[/COLOR]

That's a new spin on Make it Right

 

[kermatu]

That's a new spin on Make it Right

I would amend the TripAdvisor review to include this latest info - perhaps they will double the offer!

 

[Daver6]

Left a review on TripAdvisor and this morning, I received an email from the Front Office Director stating that negative reviews affects them and asked me to remove the review for 20k points or $100! What a joke. Just wondering whether anyone has experienced this before?

You should point out that it isn't the negative reviews that affect them but their coughpy service and attitude.

I wonder how TripAdvisor feel about this kind of behaviour?

 

[boomy]

Left a review on TripAdvisor and this morning, I received an email from the Front Office Director stating that negative reviews affects them and asked me to remove the review for 20k points or $100! What a joke. Just wondering whether anyone has experienced this before?[/COLOR]

So what did you end up taking, 20K points or $100?

 

[BLK343]

So what did you end up taking, 20K points or $100?

None at this stage.

Response from Hilton Times Square:
"I completely understand and agree with you, I would expect better service. My intention was not to offend you, but to offer you compensation.
Thank you for your feedback, I have taken corrective action.

If you return to our Hotel, please let me know ahead of time so I can set up and confirm an upgrade for you.

Regards-


OSCAR ARGUETA I DIRECTOR-FRONT OFFICE OPERATIONS"

Another insult as I've been compensated before but not bribed to remove my reviews!

 

[cove]

BLK343 I can tell you we enjoyed our stay at Marriott Marquis in Times Square. Four nights for about $1600 AUD using the Citi Prestige deal was excellent. I rarely stay at a Hilton ....just once in 2016.

 

[JessicaTam]

Property: DT Melbourne
Date: Jan 2017
Status: Diamond
Booked: King
Received: City view king

This was a last minute decision to stay here as prices were pretty good ($160). I hadn't been here for a year or more, so thought it time to give them another try considering the positive reports online. I was pleasantly surprised. The duty manager was welcoming and offered a cookie (which I declined) as well as bottles of water (I took one). In the end he offered me a bottle of wine :shock: which I also declined as I would not have finished it and could not take it with me (HLO int flight). So I ended up with a beer which was nice.

I found four bottles of water in my room as well as a nice little box of chocolates. I headed out for dinner and when I came back asked at the bar to buy a beer to take upstairs - "This one's on me" was the reply. We had a chat and it seems DT is keen to compensate for no EL as it must be hurting them. The 14th floor is still empty, and whilst HH apparently want the space for an EL, the building owner is contemplating several options - apartments/EL/meeting rooms.

Breakfast was the full buffet with an offer of eggs cooked to order. I had a coffee and was not charged (accidentally it seems).

On check out I recognised Justin, the new Front Desk Manager. Justin used to be Duty Manager at HSW so we had a good catch up. I commented on the improvements and he said it was a conscious effort from HH to provide a consistent service for HH members across Australia. I also suggested drinks vouchers for Diamonds a la HH PER/AKL and it sounded like something that is being considered.

I asked if not being charged for coffee was the norm and in a subsequent email he has explained that there is a charge. So I was just lucky.

I will be back.