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]

My partner and I walked into the lounge just after 6pm, no seats could be found anywhere.

Couple of weeks leading to Christmas, it was overflowing to the extent that the lounge door actually had to close and people turned away. Didn't ask what compensation was offered as I wasn't there.

 

[QF WP]

i thought as much with the latter comment in your thread about it. Was hoping that they had changed, but not to be. I refuse to stay there - thankfully most of my visits to SYD trips are day trips so I don't need to even think about staying. On the few per year I do overnighters, I'd rather stay at the Holiday Inn Parramatta than face the fishbowl rooms, poor CS on front desk due to lack of upgrades, issues with Glass and a chocka Exec Lounge.

Oh sorry - SYD HH. I've corrected my post

 

[Isochronous]

Date: 31 Jan to 3 Feb
Hotel: Hilton Antwerp Old Town
Status: Diamond
Booked: Standard King
Received: Family Suite, Beer and Chocolates

 

[hydrabyss]

Couple of weeks leading to Christmas, it was overflowing to the extent that the lounge door actually had to close and people turned away. Didn't ask what compensation was offered as I wasn't there.

One of my stays before christmas it must have been close to capacity and I remember mention of them organising vouchers for zeta bar I think incase. The lounge manager was standing at the door with a clip board.

My stay last week I would have thought no seats left and having to leave as we did not feel like standing around would have been classed as full and possibly given a voucher for downstairs. Unlike Brisbane when no seats are left they sent us down to the bar with vouchers.

 

[hydrabyss]

i thought as much with the latter comment in your thread about it. Was hoping that they had changed, but not to be. I refuse to stay there - thankfully most of my visits to SYD trips are day trips so I don't need to even think about staying. On the few per year I do overnighters, I'd rather stay at the Holiday Inn Parramatta than face the fishbowl rooms, poor CS on front desk due to lack of upgrades, issues with Glass and a chocka Exec Lounge.

Although Syd Hilton is more a business hotel lately it feels like the tourist numbers are way up and I would guess they are running at close to capacity. Plus with around 50-70 diamonds staying most nights upgrades seam hard to get at the moment.

Front desk issues I feel are more from the fact they have a high staff turnover and even though I stay around once a fortnight I still get surprised when occasionaly I dont recognise anyone at the desk.

 

[boomy]

I refuse to stay there - thankfully most of my visits to SYD trips are day trips so I don't need to even think about staying. On the few per year I do overnighters, I'd rather stay at the Holiday Inn Parramatta than face the fishbowl rooms, poor CS on front desk due to lack of upgrades, issues with Glass and a chocka Exec Lounge.

Some people (not me) get fantastic treatment at HSYD and they should obviously keep staying there but many others don't. If all those who are disappointed (I'm talking about Gold/Diamond members who stay there frequently) will move their stays to other hotels (no shortage of equal/better ones in SYD) them maybe management will eventually improve treatment. It's a numbers game and the only way to force change is by reducing revenue.

 

[moa999]

I think SYDs problem is not many suites and lots of Diamonds (previously mentioned 50-60 a night on average).

Those that seem to get the suites are the frequent stayers and those booking the more expensive rooms (eg deluxe plus rather than guestroom plus) - and I can understand the hotel giving the best rooms to its most valuable customers..
although they do always seem to reserve some for last minute bookings.

Mind you I think other hotels do the same thing. My one and only suite upgrade as SPG Gold at Westin Melbourne was when I checked in at 1130pm

 

[Moopere]

My main issue with HSYD is their consistency - my last stay as reported here was classic goodness, except Glass but as I said I have a funny feeling this is not directly related to HH but maybe something unhappy behind the scenes. I had heard an anecdotal snippet that HADL was doing the same, at least for a time, where status breakfasts where _only_ in the lounge ... whether or not you had normal access rights (ie; gold in a non exec room).

I really think that SYD would benefit from the introduction of a DT somewhere in the CBD, ala MEL, to help keep HSYD honest ... of course, whilst that would probably serve customers, it wouldn't do the incumbent any favours

 

[bullerdude]

Property: Hilton NY Fashion District
Status: Gold
Room Booked: King Bed High Floor
Price: ~USD$170/night - 16 nights
Received: King Bed High Floor (18th of 22 floors)

Received vouchers for hot buffet breakfast for all 16 nights but was given an option to change for an $18 voucher in a nearby Deli or 1000 HHonors points for entire stay. Decided to stick with hot buffet breakfast voucher but may swap a few days with deli voucher when we head out early. Bad part was they had given me one voucher only and it is one voucher per person - they realised their mistake and told me I could ask for more at any time.

Kevin, how would you rate the hotel and the included breakfast from your stay? Considering staying there in summer.

 

[straitman]

i thought as much with the latter comment in your thread about it. Was hoping that they had changed, but not to be. I refuse to stay there - thankfully most of my visits to SYD trips are day trips so I don't need to even think about staying. On the few per year I do overnighters, I'd rather stay at the Holiday Inn Parramatta than face the fishbowl rooms, poor CS on front desk due to lack of upgrades, issues with Glass and a chocka Exec Lounge.

Some people (not me) get fantastic treatment at HSYD and they should obviously keep staying there but many others don't. If all those who are disappointed (I'm talking about Gold/Diamond members who stay there frequently) will move their stays to other hotels (no shortage of equal/better ones in SYD) them maybe management will eventually improve treatment. It's a numbers game and the only way to force change is by reducing revenue.

I'm with QF WP and simply don't bother about Sydney Hilton. As far as I'm concerned it simply doesn't exist as it's such poor value and so unreliable with its service standards.

 

[Deleted member 29185]

I'm with QF WP and simply don't bother about Sydney Hilton. As far as I'm concerned it simply doesn't exist as it's such poor value and so unreliable with its service standards.

Add another one here.

I get the part about them looking after their regulars, but when they totally ignore other diamonds then there's not much incentive for other diamonds to become regulars, is there? I have absolutely no intention playing the upgrade lottery at H-SYD simply because the chances are almost nil of receiving a genuine upgrade and the normal rooms are rubbish. There are plenty of better SYD options IMHO.
Mind you, I'm now applying the exact same logic to HSW, who appear to be doing a H-SYD style of upgrade policy ... except their base rooms are considerably better.

 

[drross]

Cairns Hilton 2/2/17

busy for Chinese New Year ...the place was always crowded. Staff excellent. Lounge and breakfast downstairs. No coffee tax either

 

[straitman]

Cairns Hilton 2/2/17

No coffee tax either

Got to love that part.

 

[eric2011]

Reading with interest about H-SYD. At least with H-SYD, as a plat we get some form of an upgrade plus EL access, perks such as breakfast etc. I am also IHG Spire ambassador and with this elite level you would expect something. Very disappointing when you are lucky to get an upgrade, barely 1 class up, no suites or "relaxation rooms" no comp breakfast etc and no way can you get any club or EL access. I am very disillusioned with IHG altogether. More so than with Hilton

 

[kamchatsky]

Date: 31 Jan to 1 Feb
Hotel: Hilton Adelaide
Status: Gold
Booked: Standard King
Received: Executive Floor with access and also free breakfast at cafe downstairs (or at lounge)

They are always consistent in providing EL access and free breakfast.

 

[Deleted member 29185]

I am very disillusioned with IHG altogether. More so than with Hilton

Very true, which is why I couldn't be bothered with IHG status. This doesn't stop me staying at IC Circular Quay though. I find it still attractive to buy the benefits through paying the rate and buying AMB membership. IMHO, there is no comparison between the IC and H-SYD. IC walks all over H-SYD and is worth spending just a bit more on and having club access and a stunning view to boot. (I also prefer the Circ. Quay location, but that's purely a personal preference).

 

[Aeolus]

Hilton Bali Resort
Booked: Base room via 30K redemption/night x 2 nights
Received: Exec King Deluxe Ocean View
Decided to try this resort as I was unable to get into Conrad but so glad I did. There are a number of positives this Hilton has over Conrad such as better beach, bigger exec lounge with uninterrupted views of the ocean. On check-in, I also received an invitation to a hosted evening of canapes and drinks. I didn’t meet the GM in that event but had a good chat with the Guest Loyalty director and discovered the hosted evening is a weekly event – nice touch! The Duty Manager walked me to the assigned room and spent considerable time going through the room to make sure everything is in good working order when he found out it was my first visit. Unlike the Conrad, the resort is very secluded so you will need transportation to go anywhere but for a 2 nights' stay, I find that the resort offers sufficient facilities to not go anywhere. Overall, superb service and great redemption value.
The temporary executive lounge while the exec lounge undergo renovation for 2 weeks


The exec lounge, front building is the outdoor section and the adjoining building at the back is the indoor section, total seating over 120.


Conrad Bali
Booked: Standard Room x 1 night
Received: Conrad Suite
Managed to squeeze in a night’s stay for my last night in Bali. One of the executive lounge staff recognised my name and made arrangements with the front desk for me to be checked in at the suite itself, even made a decorative turtle from towels to my great delight. I had a feeling the Suite upgrade was a special one-of due to a short stay but it was the personal service and welcome by the staff that made the stay extra special. The Conrad Suite entrance that was being built the last time I was there last Nov is now completed but not yet in operation. The entrance is fairly narrow and looking at it, I think the setup is only meant for luggage drop offs/pick up and waiting area with check-in at the exec lounge or in the suite itself.

The new Conrad Suite entrance:

 

[k_sheep]

10-11 Feb
Property: Hilton Brisbane
Status: Diamond
Room booked: 2x base rooms
Rate: Govt, $169 and $189 per room per night
Received: 2x executive rooms on the top floor with all benefits. Free bottle of bubbles.

Coffee tax levied unfortunately. But given the price we paid, I can't really complain! Even splurged on parking the first night ($58). Second night was weekend so over to King George carpark for $5

 

[JessicaTam]

Property: HH CNS
Status: Diamond
Date: Feb 2017
Booked: King
Received: Balcony king. Chocolates.


Coffee tax: I asked if there was a charge and was told there was. But they were so quiet that I think they wanted to give the barista something to do! So in this case I wasn't charged.

 

[JessicaTam]

Property: DT CNS
Status: Diamond
Date: Feb 2017
Booked: Std double
Received: Balcony sea view double. Drink and ‘bar snack’ vouchers. Bottled water.

This was a great room. I haven't had an ocean view room before at the DT.

The vouchers are new, and as my next post will show, may be a growing trend with DT in AU.