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]

When I stayed earlier in the year I only received vouchers for beer or wine so was under the impression the coughtail offer had already ended. Shame they are charging for coffee now considering the last time I was staying there only 2 -3 tables occupied at breakfast so not a lot of extra work load.

They must’ve bended the rules on the coughtails for me until this last stay. Breakfast area completely full the last day I was here. Anyway, slight improvement is the butter which they’ve upgraded to Pepe Saya. Made me miss QF int J/F looking at it!

 

[Deleted member 29185]

Property: Hilton Parmelia Perth


Genuinely torn about whether to stay here again or not. I don’t like the old hotel, and lack of lounge. But service is good, and service recovery is the best I have experienced.

Acceptable service recovery is good ... no need for service recovery is infinitely better!

You've required service recovery for two trips running, which no matter which way that's viewed, it's not good in my books. There was an upgrade available and you were promised an upgrade (unless unavailable I read your comment to mean) to make up for previous service issue(s), was given said upgrade and then had it pulled for no apparent reason.

I know some on AFF love Parmelia, but I personally can't see the attraction except maybe keeping up the required stays/nights for requal. An old hotel, an expensive hotel (at least it was the last time I looked) and a hotel without a lounge (which to me, is more in keeping with a DoubleTree).

 

[QF WP]

Property: Hilton Parmelia Perth
Date: July 2018
Status: Diamond
Booked: Queen Suite
Rate: Under $200. One night.
Received: King Premier Suite 10th floor, them Queen Suite 10th floor, then King Premier Suite 10th floor.
Benefits: Several waters, platter of fruit, and bottle of wine. Two sets of tapas vouchers. Full breakfast. No charge for juice or coffee.

So a mixed but ultimately excellent stay. Prior to arrival emailed hotel to say how much I appreciated the service recovery from Amanda on my previous stay. Got nice email back, confirming I would unequivocally get the room I booked this time or a King Premier Suite upgrade.

Two days out saw in my account and the app that I had indeed been upgraded to the King Premier Suite.

Get to hotel - Queen Suite. Ok, that’s what I booked, but when I mentioned to the agent (no idea who she was) that I thought I was upgraded I was just ignored. Totally dismissive.

Only one night so was happy enough. The Queen Suite was nice. But then I got a text asking if I was enjoying my stay and was there anything I need. I’m clearly becoming grumpy in my young-to-middle age and/or a bit DYKWIA. So told them I found the promise of an upgrade only to be revoked was really poor. And that I wouldn’t be returning given both the Hyatt and the IC treat me far better with lower status.

Within minutes I get emails and a text offering to make it right. To cut to the chase, Oswaldo, the guest relations manager, explained the issue, met with me later in the evening to apologise and facilitate a move to a King Premier Suite. It was terrific. In addition to the wine and fruit, he gave me an extra tapas voucher.

Once again, terrific service recovery.

Had breakfast early. No Jono in the restaurant, but was really well looked after. Had fresh juice and a barista coffee without charge. Not the norm however and suspect I got lucky with new staff!

Genuinely torn about whether to stay here again or not. I don’t like the old hotel, and lack of lounge. But service is good, and service recovery is the best I have experienced.

@kermatu your post both disappoints and intrigues me. I'd love to know what reason Oswaldo gave for the downgraded upgrade (but understand if you don't want to share). My wife says I'm becoming grumpier in my middle age and I agree - I get grumpy when published benefits are not delivered - simple. Agree, service recovery is important but it shouldn't be needed if the staff get it right the first time (or at least apologise and make it good). Poor staff attitude needs to be weeded out.

My main reasons for staying are the Diamond benefit (with Queen Suite in my profile), the service from Front Desk, Bar and Breakfast staff an the proximity to some of my clients (St Georges Terrace) and Hertz. I can live without the Exec Lounge as the view would be of buildings anyway (on all sides so no escape). Will similarly post my experiences later this month. Hoping Jocelyn and Jono are around...

 

[kermatu]

Hoping Jocelyn and Jono are around...

Tuesday and Friday morning only for Jocelyn.
Will respond to other comments in a bit.

 

[pjm99au]

I have around 150 stays at the Parmelia Hilton over the past 6 years. I’ve definitely noticed a reduction in recognition service standards over the past 4 months. It was coming off such a high base for such a long time that it is quite noticeable.

The room upgrades still consistently come through but the front desk personal interactions that were so notable have definitely declined. Some other strange happenings like a small toblerone bar was in place rather than the plate of the season usually found in the room with the waters. Jono was his usual enthusiastic self at breakfast on Wednesday. Not sure if there has been a change in GM

 

[dxwell]

I’m clearly becoming grumpy in my young-to-middle age and/or a bit DYKWIA

No, I think it is very important to provide what is a fair evaluation of your stay. We don't do this enough and sometimes suffer sub-par experiences in Aus. They may well use your response in training new staff.

 

[kermatu]

So just to respond to some comments on my feedback re the Parmelia.

The rates I got were pretty good. For premium suites outright. Otherwise - and as I’ve said before - I agree the hotel feels old and tired, smelly when it rains. No executive lounge is a big drawback for me. Location is ok, but no view from any room best I can tell.

I should be clear that my problems were not catastrophic fails. I got the room I booked, and in the first instance an upgrade to what i considered to be an inferior room. I wasn’t denied entry, overcharged or abused by anyone.

In times past I’d have let these go, especially as they were short stays (two nights and one night). But I am coming to the view if you just let it pass you miss out, and the service provider doesn’t face any penalty. I’m not one for posting much feedback on general travel websites (but obviously do on AFF).

One thing I failed to mention (by omission not intent) on the most recent stay was that when online check in opened I was still showing as King Premier Suite. When I tried to check-in, about 30 hours before arrival, I got a message saying ‘that room is not available. We have no rooms to show you. You can continue checking in and we’ll give you a room on arrival’ or something similar.

Oswaldo did give a reason for the problem. He said there was a maintenance issue and the room was not going to be ready for my arrival time of 5pm, so the system gave me my original room. I didn’t push him, as we were already in my new room (a King Premier Suite after all). It was maybe 7pm at the time.

I’m sceptical of the maintenance excuse. It’s been used on me before at the Conrad Tokyo. Seems fishy. But I’ve no proof.

The thing that probably irritated me the most was the dismissive attitude of the check in lady. I didn’t catch her name. She also charged my credit card a $100 incidentals fee, which I don’t recall happening before (but I could be wrong on that).

 

[pjm99au]

The thing that probably irritated me the most was the dismissive attitude of the check in lady. I didn’t catch her name. She also charged my credit card a $100 incidentals fee, which I don’t recall happening before (but I could be wrong on that).

This is my recent experiences also. Last two Perth stays I’ve had to go through the whole $100 precharge process. Both times I’ve questioned why if I’ve checked in on line and also what the point of on line check in is if I have to get my credit card out.

I haven’t checked the Hilton marketing regarding online check in but if I recall correctly it talked to just walking up to the counter and getting a key.

 

[drross]

I'm sure i've had emails from Hilton stating that

 

[kermatu]

This is my recent experiences also. Last two Perth stays I’ve had to go through the whole $100 precharge process. Both times I’ve questioned why if I’ve checked in on line and also what the point of on line check in is if I have to get my credit card out.

I haven’t checked the Hilton marketing regarding online check in but if I recall correctly it talked to just walking up to the counter and getting a key.

I may be confusing my hotel chains, but I thought as a top tier guest any charge was waived irrespective of hotel / chain policy. Certainly happened to me at my recent Accor stays in NZ (Novotel and Pullman) and pretty sure at the Auckland Hilton and the old HSW. I have been charged at Conrads however.

 

[Deleted member 29185]

The $100 hold is always done at DT-CNS, whereas H-CNS never does it (ymmv).
I've always put this down to DT being a tour group hotel and subject to numerous "runners". They even asked me at the bottle shop if I was in a tour group. When I quizzed them why, they said I wouldn't be able to book the grog to the room if I were in a tour group (otherwise, no worries).

 

[kermatu]

The $100 hold is always done at DT-CNS, whereas H-CNS never does it (ymmv).
I've always put this down to DT being a tour group hotel and subject to numerous "runners". They even asked me at the bottle shop if I was in a tour group. When I quizzed them why, they said I wouldn't be able to book the grog to the room if I were in a tour group (otherwise, no worries).

Good point. Will be at H-CNS soon and yes, never been charged there either.

 

[Deleted member 29185]

H-CNS a bit exxy tonight. I'm (reluctantly) at DT.

Mind you, the hotel is chockers and I've still received a nice uograde. Currently having the voucher bites and drinks!

 

[kermatu]

I’m not at H-CNS yet but it must be full this weekend as I have been forewarned that I’ve been bumped from my booked room. And not in an upwards direction. Will post more during / after the stay.

 

[Deleted member 29185]

I heard a para-swimming event is on and most hotels are full. May be right .. or not. I haven't checked.

 

[QF WP]

I’m not at H-CNS yet but it must be full this weekend as I have been forewarned that I’ve been bumped from my booked room. And not in an upwards direction. Will post more during / after the stay.

. Then again there is always this offer currently on AmEx (hope you have one @kermatu and you have this offer)

New [Amex] statement credits

 

[kermatu]

. Then again there is always this offer currently on AmEx (hope you have one @kermatu and you have this offer)

New [Amex] statement credits

Thanks. Did not get that offer. Didn’t spend over $600 in any event!

 

[burmans]

Not really elite, only silver but at the Doubletree Resort in Penang have just been upgraded to a Seaview Suite, somewhat happy. Probably helps they are close to full with a conference and they probably all paid bottom dollar. This is a very recently refurbished resort, can recommend highly.

 

[Aeolus]

Not really elite, only silver but at the Doubletree Resort in Penang have just been upgraded to a Seaview Suite, somewhat happy. Probably helps they are close to full with a conference and they probably all paid bottom dollar. This is a very recently refurbished resort, can recommend highly.

Aiming to try it this year. Pics please?

 

[kermatu]

Good point. Will be at H-CNS soon and yes, never been charged there either.

Ha! So having confidently stated I’d never been charged, I was asked for my card for a pre-charge. To be fair, was after midnight and not a front desk staffer I knew. When I indicated I’d never been charged before and am a Diamond, she agreed to leave it.