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.

 

[maaz]

Property: Hilton Garden Inn, Cuzco
Date: Sept 2018
Nights: 3
Status: Gold
Booked: Double double (cheapest option)
Received: Double double
Extra benefits: 2 x Pisco sour or Lemonade, 2 free waters in room each day
Hotel was full on night 2 so they offered to upgrade us to a Double double (scenic view) on the 3rd night. We accepted.

Property: Hilton Garden Inn, Cuzco
Date: Sept 2018
Nights: 1
Status: Gold
Booked: Double double (cheapest option)
Received: Double double (scenic view)
Extra benefits: 2 x Pisco sour or Lemonade, 2 free waters in room each day.
Internet: Excellent. We watched the Eagles win the AFL Grand Final on WatchAFL live streaming. Not one buffer and a great result too.

It looks like nobody else has reported in Hilton Cuzco so I thought I would take a few photos. Overall it was a good experience. The hotel is very nice, newly built I think and it is easy distance from the airport (~20 SOL ~ AUD8.50) It sits up a very big hill (very hilly everywhere actually in Cuzco) but it is an easy walk to the main part of town (downhill) to go for dinner and sightseeing and then only ~6SOL (AUD2.50)for the trip back up the hill.

 

[albyd]

Hilton Hawaiian Village
Diamond
October 2018 (7 nights)
Booked: Ocean Front room with 2 x double beds
Received: Ocean Front room with 2 x double beds 31st floor (highest in the tower)

Was told I’d been upgraded but I knew I got just what I’d booked though they looked for a suite in Ali tower but all towers fully booked.

Received $20/day diamond dining credit and was all amalgamated for our stay which was nice in bringing the cost down a little.

Got seating prioriry as a diamond at the Trropic restaurant for dinner which was a nice perk.

Also claimed my Amex spend $400/get $80 credit - made wearing the 3% currency fee more palatable.

Pretty happy with our stay and we’ll go back again.

 

[boomy]

Property: Garden Inn Munich City West
Booked: King Room
Received: King Room
Rate: 40,000 points

Visiting Munich during Oktoberfest will always be tricky when it comes to finding decent accommodation at reasonable price. I chose this hotel over some better Hiltons in town because of the location - walking distance to the main event (and to train station).

While I don’t like using points for mid-tier Hiltons the rate for our stay was €438 per night! Suddenly using 40k looks like great value.

So far the positives, now the negatives and unfortunately there were plenty:

1. At check in was told we can’t get complimentary breakfast because on MyWay benefits I chose to receive bonus points and preferences can be changed only up to 24h prior to check in. Firstly, I never chose the points, it must have been the system default. Secondly, I’ve stayed at GI properties before and always given the option to select at check in. When asking to speak with duty manager was told he is not in house. Same answer was given the next day.
2. The internet was completely unusable.
3. When returning to the room late at night we discovered the aircon was faulty. There was no technician to check it at that time and no other room to give us as hotel was fully booked. Staff at front desk didn’t seem apologetic at all, they just didn’t care.
4. Maybe the most annoying thing, at 8am we were woken up to loud knocks on the door saying “housekeeping”, this despite the clear DND sign on the door. We went to sleep very late and hungover so that early wake up was brutal.

I’m not usually the one to write feedbacks after stays (neither good or bad) but this time I had to let Hilton know how badly this property is run.
Will update on their response once I hear back from them.

 

[hydrabyss]

Any idea if it's a regular Wed thing?
Some resorts to weekly drinks of this sort.

I think it may be a yearly thing as I remember mention of it being in glass last year and possibly something in the lounge the year before.

I would not mind attending one at some stage but unfortunately and if I remember they always seem to be on a Wednesday night and my partner works Wednesdays and Thursdays.

 

[hydrabyss]

Generous offer from HSYD. Attended one last year but it was limited to diamonds and lifetime diamonds. Wonder how many more would turn up with Golds included this round

View attachment 139934

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I always miss these but then most of my stays are on a Friday to Monday night.

I take it they are still treating you well with upgrades.

 

[Aeolus]

I always miss these but then most of my stays are on a Friday to Monday night.

I take it they are still treating you well with upgrades.

It’s more regular than annual but I only made it roughly once a year, I would have missed it again but this time I received some personal reminders. Usually there are special events too at the lounge leading up to Christmas, such as whiskey tasting, Zeta coughtail night etc.

Re: room type, I’ll just say I have absolutely nothing to complain about.

 

[hydrabyss]

It’s more regular than annual but I only made it roughly once a year, I would have missed it again but this time I received some personal reminders. Usually there are special events too at the lounge leading up to Christmas, such as whiskey tasting, Zeta coughtail night etc.

Re: room type, I’ll just say I have absolutely nothing to complain about.

I had a close call a few weeks ago on a Friday night with only a deluxe room showing on my reservation. I figured I have had a good run and accepted it was a busy night and selected an end room on level 28. Upon arrival I was checked in by the new guest relations manager who upgraded the room to a Junior Suite.

Who is the best to ask regarding future events.

 

[serfty]

Firstly, I never chose the points, it must have been the system default. Secondly, I’ve stayed at GI properties before and always given the option to select at check in.

While a diamond gets both points and breakfast at Hilton and DT, for many of the other brands, including GI, you do need to choose. This is an account benefit and I have always selected my preferred option before arrival. Generally breakfast but occasionally points; whatever it is, I don't leave it to whims or chance.

 

[boomy]

While a diamond gets both points and breakfast at Hilton and DT, for many of the other brands, including GI, you do need to choose. This is an account benefit and I have always selected my preferred option before arrival. Generally breakfast but occasionally points; whatever it is, I don't leave it to whims or chance.

Yes, you need to chose and so far I was always able to chose at check in during all my GI stays in Europe, USA and Asia. The check in agent in Munich was in bad mood, probably had a bad day, didn’t show any flexibility nor did she let me speak with her supervisor which is unacceptable.

 

[boomy]

Property: Hilton Vienna Plaza
Booked: King Guest room
Received: King Plaza Executive Room

The positives:
Extra large rooms.
Proper shower in bathroom.
Very nice lounge with quality canapés.
Good breakfast with a-la-carte table service.
Great location close to metro and tram stations.
High quality dinner food and service at their restaurant.

The negatives:
None. Our stay was flawless. Definitely one of the best I’ve been to and nice surprise to find such a quality Hilton in Europe.

 

[boomy]

Property: Hilton Prague Old Town
Booked: King Guest Room
Received: King Executive Room

This hotel is all about location, right at the entrance to old town walking distance to most attractions.

The rest was ok but after staying at Hilton Vienna this property was a letdown with small rooms, small lounge, crowded restaurant at breakfast.

We did enjoy the service, particularly from the exec lounge manager and restaurant team at dinner. After spending some time in Germany and Austria it was nice to finally see staff smiling and engaging.

The canapés at lounge were not the best however the local Czech red wine was surprisingly good. On the night of arrival we had dinner at the hotel restaurant, tried couple of local dishes which were very good and not expensive. The breakfast at the same restaurant was typical Hilton buffet plus egg station.

They offer valet parking for €30 which is same rate as self park.

I would return to this hotel, mainly for the excellent location and friendly staff.

 

[liamsal]

Conrad Hong Kong
September 2018 (4 nights)
<snip>
Overall service was pretty hit and miss, especially in the lounge bar. Had to constantly wave down servers who were busy talking behind the bar when we wanted refills and to order food. Had several drinks come out as the wrong thing too. Similar experience in the Garden Cafe (where breakfast is served, near the pool). Service in the lounge was great but pretty disappointed about the service elsewhere. Sent in feedback after receiving an email asking how the stay was and got a pretty generic reply saying we will train staff better.

Update on this - after receiving the generic response from Conrad, I replied thanking them and also provided more feedback. I got an email about a week later from a Hilton Guest Relations asking if I'd been contacted by the hotel directly. I replied saying initially yes but after replying I never received a second response. Received another email from Guest Relations a few hours later apologizing and offering a $200USD gift card to be used at any Hilton worldwide.

 

[boomy]

Property: Hilton Dresden
Booked: Double Guest Room
Received: Queen Executive Family Room

This hotel is again all about location. If the Hilton we stayed in Prague was at the entrance to old town this one is smack in the heart of old town.

Back in Germany so was the service, not very warm but efficient. Got few levels upgrade to large corner room with sofa on the top floor with fantastic view.

Executive lounge was packed but we found seats on the commune bar table. Standard canapés and drinks, the cheese selection was a standout.

Breakfast at restaurant, packed again but we got seats soon enough. Decent buffet selection.

This hotel doesn’t offer valet parking. Self parking cost €25 and spaces are limited. We literally got the last spot after someone just got out when we arrived.

Overall solid Hilton with great location in town.

 

[JessicaTam]

Property: Hilton Prague Old Town
Booked: King Guest Room
Received: King Executive Room

This hotel is all about location, right at the entrance to old town walking distance to most attractions.

The rest was ok but after staying at Hilton Vienna this property was a letdown with small rooms, small lounge, crowded restaurant at breakfast.

We did enjoy the service, particularly from the exec lounge manager and restaurant team at dinner. After spending some time in Germany and Austria it was nice to finally see staff smiling and engaging.

The canapés at lounge were not the best however the local Czech red wine was surprisingly good. On the night of arrival we had dinner at the hotel restaurant, tried couple of local dishes which were very good and not expensive. The breakfast at the same restaurant was typical Hilton buffet plus egg station.

They offer valet parking for €30 which is same rate as self park.

I would return to this hotel, mainly for the excellent location and friendly staff.

That is one of my favourite hotels in Europe.

 

[kermatu]

Property: Conrad Centennial Singapore
Date: October 2018 -- 2 nights
Status: Diamond
Booked: Base room
Received: Executive Room, 29th floor.
Benefits: Several waters, bowl of fruit, chocolates, newspapers, turn down service (all standard), plus a bottle of red wine and plate of sweet treats.

Arrived around 1am - let them know in advance which I think explains the bottle of wine. Greeted by name before could even get to the desk. Had done online check-in (upgrade already showed) so did not need to give passport or credit card — though that may be because I’m a return guest. Was advised that a pre-authorisation payment would be taken.

No concern with accessing level 31 lounge. Was well ‘policed’. Didn’t go to Oscars for breakfast but was available.

Late checkout to 3pm granted with no fuss.

Only one minor niggle - had to ask 3 times for the Spa the Refinery amenity to be delivered. When it was, there was an apologetic note and two sets.

 

[wannabeinvestmentbanker]

Update on this - after receiving the generic response from Conrad, I replied thanking them and also provided more feedback. I got an email about a week later from a Hilton Guest Relations asking if I'd been contacted by the hotel directly. I replied saying initially yes but after replying I never received a second response. Received another email from Guest Relations a few hours later apologizing and offering a $200USD gift card to be used at any Hilton worldwide.

Wow that is an excellent result by Hilton. I've always found the EL service to be great but agree in terms of breakfast. I've voiced the ordinary breakfast offering through the post-stay surveys but never received any follow up. I have another stay mid November and will likely be my last as a Diamond before becoming a Marriott/SPG man

That is one of my favourite hotels in Europe.

I even think the other Hilton in Prague almost edges out the tiny, dated Hilton in the old town. For me Canary Wharf, Bankside or Barcelona Diagonal Mar are top quality in Europe.

 

[boomy]

Property: Waldorf Astoria Berlin
Booked: King Deluxe Room
Received: King Junior Suite

Great location in the west side close to shops, restaurants, train and metro stations.

After staying mostly at Hiltons on this trip it was nice to feel the touch of luxury at WA. Was lucky to score double upgrade to J.Suite which was more than big enough for two people.

Their fantastic spa run by Guerlain is complementary for golds and diamonds. We spend couple of hours there each night and both agreed that if have to chose between spa or exec lounge we’ll rather have access to quality spa.

Breakfast at restaurant is a-la-carte plus buffet, everything set up very stylish with table service.

The hotel offers valet parking for €38.

Overall it was perfect stay. The hotel is great and service was fantastic. I’ve tried quite a few hotels in Berlin (Hilton/Hyatt/SPG) but none came close to be as good as the WA.

 

[kermatu]

Property: Mumbai Airport Hilton
Date: October 2018 -- 2 nights
Status: Diamond
Booked: Base King Guest room approx $200 per night (which is high for India).
Received: King Presidential Suite - top floor (L5); best room in hotel
Benefits: Multiple bottles of water in every room, small plate of chocolates, newspapers, turn down service, Exec lounge access, free airport transfer (only used on arrival).

Wow. My best ever upgrade. From basic room up three levels to Presidential Suite. I’ll give a bit of info given I don’t recall anyone posting about the hotel before.

It is within a few hundred metres of the airport terminal, but across the usual chaotic Indian roads so a car or rickshaw is pretty much essential to get there. Regular rate for the hotel car is 1250 rs plus tax (so about $30) which is crazy given a rickshaw would be under 100 rs. As a diamond I was told in advance it would be 1000 rs all inclusive which I accepted just for convenience of having someone at the terminal and was about double the cost of a cab or Uber. In the end it was waived.

Hotel is convenient for airport but at least 60 to 90 minutes from much of the city. Fortunately my first day in Bombay was seeing two sets of old friends / acquaintances in Bandra which is 15 minutes from the airport so it worked ok for me for two nights. I then moved to a hotel in south Mumbai for the remainder of my time.

On arrival close to midnight was met by three staff members like a long lost relative. Through security screening (standard now for all hotels in India). Handed over my passport but was then escorted straight to the Suite and given a tour, told of my Diamond benefits. A minute later my bags and passport were brought to me. At no time was my credit card required and in fact I was not charged anything until checkout.

Exec lounge pretty small but not crowded. I only used it for breakfast so did not see what the evening canapés were like. Breakfast offerings quite poor. But I asked for some fresh parathas to be made first morning, and on second for some poori bhaji — all was provided from the restaurant downstairs with no charge. Guess you just need to know what to ask for and they’ll do it.

Didn’t use but hotel has the most extensive 24 hour room service menu. Pretty much everything Indian and western available. The Taj President Hotel I stayed at later also had a similarly extensive 24/7 menu.

One night a week the hotel has a midnight buffet. Apparently quite special. Sadly not on while I was there. Also didn’t make us of the spa or pool.

Was picked up by the driver of a family friend so didn’t use 2nd transfer.

Some pics to follow. Didn’t spend a huge amount of time at the hotel, but have no hesitation recommending it for anyone with a need to be near the hotel or in nearby suburbs. But not a place to stay if your main business or purpose is in the old Bombay proper.


Work desk
Entrance
Dining room. Guest bathroom on the left. There was also a small kitchen to the side, with cooking facilities.

 

[kermatu]

Bedroom


Main bathroom with separate bath and shower.

Lounge room.


Inner courtyard.

 

[Deleted member 29185]

Pretty impressive kermatu. I have no idea what you ordered for breakfast ... I guess I had better go and Google it!