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.

 

[Cruiser Elite]

Frankly, in China I don't care too much about EL. The food outside is soooo good that I'm not going to miss western canapés. Drinks at Long Bar will do just fine

That view will certainly change once you have experienced a number gut destroying food poisoning episodes that China so readily throws up.

 

[Danger]

While I completely agree the Hilton Sydney overcharges and doesn't care too much for everyday Diamonds, I do wonder why people are disappointed when they don't get a suite. It's been a few years now since Hilton downgraded the Diamond room benefit (which didn't have suites anyway). Under the terms of the program now, you're not entitled to a suite.

It will be interesting to see how Hyatt's new World of Hurt handles their new upgrade benefit for the top tier that is, apparently, supposed to include suites.

 

[Aussie_flyer]

While I completely agree the Hilton Sydney overcharges and doesn't care too much for everyday Diamonds, I do wonder why people are disappointed when they don't get a suite. It's been a few years now since Hilton downgraded the Diamond room benefit (which didn't have suites anyway). Under the terms of the program now, you're not entitled to a suite.

It will be interesting to see how Hyatt's new World of Hurt handles their new upgrade benefit for the top tier that is, apparently, supposed to include suites.

Its the LIE that is more offensive.... 'we have upgraded you to an EXECUTIVE ROOM!!!' - well thats not an upgrade.

 

[boomy]

Under the terms of the program now, you're not entitled to a suite.

HSYD have many options beside full size suites like: corner rooms, relaxation rooms, junior suites but not only they seldom offer them but also often lie to guests when saying all the better rooms are fully booked.

 

[Danger]

Its the LIE that is more offensive.... 'we have upgraded you to an EXECUTIVE ROOM!!!' - well thats not an upgrade.

HSYD have many options beside full size suites like: corner rooms, relaxation rooms, junior suites but not only they seldom offer them but also often lie to guests when saying all the better rooms are fully booked.

I'm totally with you on the lies. However, under the terms now, a higher floor is considered an upgrade. Or a room with a better view. Or a room away from the elevator. Correct me if I'm wrong but no Hilton has to give anyone anymore than that to satisfy the terms of the program.

Under Hyatt Gold Passport top tiers were guaranteed a club room (if available). No such love at Hilton.

 

[straitman]

HSYD have many options beside full size suites like: corner rooms, relaxation rooms, junior suites but not only they seldom offer them but also often lie to guests when saying all the better rooms are fully booked.

They only get away with it because people continue to go back again and again.

A bit like the coffee tax. One cancelled booking due someones annoyance would pay for a lot of coffee.

 

[mingzie]

I also don't see why lack of suites are a problem. You can't really expect to be given a suite being new to a hotel when they have so many loyal/diamond members staying.

Also, they are allowed to allocate rooms to sell after using their Diamond upgrade quota. At a high occupancy hotel such as this where people are willing to splash large amounts of cash, they are practically giving up $500+ of revenue if they choose to upgrade you for 4 nights. They also are not obliged to upgrade you anything above one category.

This hotel is actually honest - not in the sense that what the FD staff tell you is true, but that it assigns preupgrades to members where they can, then keep a few to sell. Keep in mind it is completely your choice whether you want to stay for $400+. So choosing to pay that much in a city with 100 decent hotels and then complaining you paid that much, is a bit silly. This hotel is also known to upgrade repeat stayers, which is completely reasonable! If there are 2 Diamonds, and one has stayed 20 times vs first timer, who do you think they should give the upgrade?

Valid complaint is lack of wine in room upgrade, however I believe this was doubled up for you to a full bottle.

You can not expect late checkout (3pm+) if occupancy is always high at this hotel. The longer you take to checkout, the longer someone else will have to wait to check in. 2pm is already decent at this location.

Some might see accidental anniversary chocolates as a negative, I think they are a positive Although I can see how your experience would be marred as it would make it seem like you received the wrong room.

If you want to have an enjoyable experience

- Don't pay an amount you think is a rip off, and expect a suite upgrade. No hotel is obliged to upgrade you anything above one category.
- Enjoy the free breakfast buffet (higher quality than most breakfast imo even with cost cutting) as a Diamond
- Enjoy the executive lounge (better than a lot I've tried overseas even in APAC)
- Understand the staff lie because they have to, to survive on their job. They too have to meet performance quotas and can't just give out suite upgrades to everyone. Therefore they soften the blow with things like 'normally we would upgrade you but none are available'. You can either choose to DYKWIA and show them the availability chart etc. or realise that this hotel is a business. If they were honest and said 'we'd rather sell the suite and make $1000', or 'you aren't valued as much as other loyal guests', people would get annoyed very quickly.
- Understand that this hotel upgrades regulars, because if you have to choose between upgrading a regular and upgrading a new guest, you'd choose the regular.
- Don't pay a rate you think is a rip off, because you have 100 other hotels to choose from. If you are staying because of elite status, then its not a rip off, because you chose the benefits (breakfast, lounge etc.) over the other hotels, probably because you valued what you were getting over the price premium.

You are in the right to submit a stay feedback/complaint and say that the room was downgraded and anniversary chocolates provided accidentally, and suite was available.

However realise - you were still provided with a full bottle of wine, anniversary chocolates were yours complimentary, and that the hotel is in their right to not upgrade you above one category and is allowed to sell that suite.

I might be one of the only people who doesn't mind that the staff lie, but I understand why they do it. Personally, I'm going to keep coming back to this hotel because the value proposition as a Diamond surpasses that of other hotels in the vicinity, for me personally. If a staff member tells me suites are booked out, I'm not going to DYKWIA and tell them they are available. I just accept that they don't want to upgrade me. If I don't enjoy that, there are 100s of other hotels who want my business.

 

[serfty]

Oops. Fixed

I guess you have been looking at too many cruise options lately ...

 

[boomy]

That view will certainly change once you have experienced a number gut destroying food poisoning episodes that China so readily throws up.

Food poisoning can happen anywhere and with the frequency of your travel to China the odds are stacked against you. I had bad food poisoning in London, New York and Sydney but never in Asia (so far).

 

[moa999]

Agree with much of that.
HSYD is like many of the US Hilton's.. a cough load of elites staying every night, good occupancy and not a large number of relaxation/corner/suite rooms.

It seems you have the best chance of getting an upgrade if you are a frequent stayers and/or are booking the more expensive rooms/rates.

I've a number of times previously booked a hotel room at 6/7pm when plans have changed, so can understand a hotel keeping some availability

 

[Daver6]

While I completely agree the Hilton Sydney overcharges and doesn't care too much for everyday Diamonds, I do wonder why people are disappointed when they don't get a suite. It's been a few years now since Hilton downgraded the Diamond room benefit (which didn't have suites anyway). Under the terms of the program now, you're not entitled to a suite.

It will be interesting to see how Hyatt's new World of Hurt handles their new upgrade benefit for the top tier that is, apparently, supposed to include suites.

My expectation was not (edited) an upgrade to a suite. My expectation was an upgrade, not a downgrade. In my case, my booking entitled me to a room on the top four floors. Those rooms are the same as executive rooms in terms of size, fit out and amenities. The only difference is the exec room grants you EL access, as does diamond status.

I was moved to a room on a lower floor and told that's an exec room and hence an upgrade. Not a corner room, better about it at all. The upgrade condition is very clear on this issue. You will be upgraded to a preferred room if the is one available. There were better rooms available and they didn't do so.

I intend to write to both the hotel and diamond email address about this.

 

[mingzie]

My expectation was an upgrade to a suite. My expectation was an upgrade, not a downgrade. In my case, my booking entitled me to a room on the top four floors. Those rooms are the same as executive rooms in terms of size, fit out and amenities. The only difference is the exec room grants you EL access, as does diamond status.

I was moved to a room on a lower floor and told that's an exec room and hence an upgrade. Not a corner room, better about it at all. The upgrade condition is very clear on this issue. You will be upgraded to a preferred room if the is one available. There were better rooms available and they didn't do so.

I intend to write to both the hotel and diamond email address about this.

Then this is a reasonable way to go about a complaint (you were downgraded). Its completely reasonable to complain about this, as they shouldn't be doing this to Diamond members who already have lounge access.

And no, you will be upgraded to a preferred room one category above is the verbiage. The one category removal was only taken out on March 1, after your stay commenced.

 

[oz_mark]

At check-in told I'd been upgraded to an executive room. Now I know for a fast the deluxe plus and executive rooms are the same, except the executive room comes with EL access (this was confirmed to me in writing previously when I asked about the difference). At this point I let the check-in agent know that as a diamond, this is exactly what I've book and not an upgrade. I asked about a suite but told non-available. I had briefly checked online just prior and knew there were, but wasn't sure what type. The agent told me they can only upgrade to a relaxation suite and not higher and that there were no relaxation suites available. I pointed out the wording says "space available" upgrade and there was clearly space available.

Under the T&Cs getting a room on the Executive Floor when you have not actually booked it, is considered an upgrade.

Upgrades for Diamond Hilton Honors Members may include upgrades up to “junior”, “standard” or “one-bedroom” suites. Upgrades may also be rooms with desirable views, corner rooms, rooms on high floors, rooms with special amenities or rooms on Executive Floors Upgrades. Upgrades exclude executive suites, villas and specialty accommodations

 

[Deleted member 29185]

And no, you will be upgraded to a preferred room one category above is the verbiage. The one category removal was only taken out on March 1, after your stay commenced.

Forgive me for being lazy (I should go and check) but are you saying that as of 1 March, the option to award a suite is no longer an option unless the booked room is just one category below ... and this is right across the Hilton brand? I received a suite from a base booking at DT-CNS only a fortnight ago but you're suggesting that's now an impossible dream?

(My bolding in the quote)

 

[Daver6]

Under the T&Cs getting a room on the Executive Floor when you have not actually booked it, is considered an upgrade.

Definition of the word upgrade

raise (something) to a higher standard, in particular improve (equipment or machinery) by adding or replacing components.

Giving the same, by the very definition above, is therefore not an upgrade.

 

[mingzie]

Under the T&Cs getting a room on the Executive Floor when you have not actually booked it, is considered an upgrade.

As Diamond members we already have access to the executive floor. If a room is on a lower floor (but gives executive lounge access), does not include wine, does not include 2pm late checkout, and is the same size and amenities, that is a downgrade.

Forgive me for being lazy (I should go and check) but are you saying that as of 1 March, the option to award a suite is no longer an option unless the booked room is just one category below ... and this is right across the Hilton brand? I received a suite from a base booking at DT-CNS only a fortnight ago but you're suggesting that's now an impossible dream?

(My bolding in the quote)

Quite the contrary, in fact it is a bit of a revaluation as they removed the verbiage stating one category upgrade and now state it as upgrades to preferred room, which may include junior, standard or one bedroom suites but excluding executive suites.

Golds are now supposed to be able to be upgraded to rooms that include executive lounge access, not necessarily ones on the exec floor.

So in a way, we do have a bit more DYKWIA power in the sense that we can say a suite is available and is included in the T&C (if that is your thing). However, it is confusing as it lists 'executive suite' as an exclusion. That entirely depends on the naming convention of the hotel and it is even more confusing since most hotels with suites offer lounge access. Also not too sure on how a simple T&C change will force hotels skirting rules/stinging to change how they upgrade. I don't think the new wording will have much effect at all, generous hotels will continue to be generous (they weren't following the one category upgrade rule before anyway).

Definition of the word upgrade


Giving the same, by the very definition above, is therefore not an upgrade.

I have to agree with the guest - a Dlx Plus -> Exec room (non corner) at the Hilton Sydney as a Diamond is a downgrade, whether the wine was eventually provided or not. You can't move a Dia down floors in a room with no wine or late checkout (dlx plus also has 2pm late checkout) and tell them they've been upgraded.

 

[Daver6]

I have to agree with the guest - a Dlx Plus -> Exec room (non corner) at the Hilton Sydney as a Diamond is a downgrade, whether the wine was eventually provided or not. You can't move a Dia down floors in a room with no wine or late checkout (dlx plus also has 2pm late checkout) and tell them they've been upgraded.

I wasn't aware of the late checkout benefit. I went on the second last day to request a late check-out and was given 1pm (which was of no use to me as I had a meeting finishing at 2pm and wanted a quick shower). They eventually made a massive deal out of it and gave me 2:30pm.

 

[oz_mark]

As Diamond members we already have access to the executive floor. If a room is on a lower floor (but gives executive lounge access), does not include wine, does not include 2pm late checkout, and is the same size and amenities, that is a downgrade.

No. You have, and I quote "Executive Floor Lounge Access".

also

If you are a Hilton Honors guest with Diamond status, you and up to one additional registered guest in the same room will always enjoy complimentary access to the Executive Floor Lounge, even if you do not receive a room upgrade to the Executive Floor.

 

[Danger]

My expectation was an upgrade to a suite . . .

Then I think you're staying at the wrong chain.

The upgrade condition is very clear on this issue. You will be upgraded to a preferred room if the is one available. There were better rooms available and they didn't do so.

But "preferred room", under Honors T&Cs, can be something as simple as a room on a higher floor, or a room with a slightly better view, or a room with a fluffy bathrobe.

And no, you will be upgraded to a preferred room one category above is the verbiage. The one category removal was only taken out on March 1, after your stay commenced.

I stand to be corrected but I don't recall anything in the T&Cs of late saying "one category" upgrade.

 

[JessicaTam]

I have just booked a room 12/3 at the MEL DT for $104, prepaid. Gov't rate was $113.

Oh, and based on my last stay, coffee tax is well and truly in place.