How do Hilton treat you as an Elite?

QF WP

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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.
 

Daver6

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What router did you purchase for this? Was it something like a Mango?

Similar. I went for the GL-AR750S-Ext Slate. I specifically wanted external antennas. They're regularly discounted (all GL.inet products) on Amazon and with Prime Day coming up, highly likely to be again.
 

jjonnboy

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Date: May 2021 (2 nights)
Hotel: Hilton Cairns
Booked: King Guest Room, on points
Received: King Executive Room
Status: Diamond

Received a room on L9, which had been totally refurbished. Looked very fresh and clean. Good views of Trinity Inlet.

Drinks in the EL were constantly being topped up, by the three (great) staff. Gemma has now retired I heard. Plenty of canapés on offer.

Restaurant breakfast was busy, but there were plenty of staff.

Unfortunately, the in-room wifi was not workable. It has been that way since I can remember.

Edit: As dia, ordered an omelette from the breakfast a la carte menu for no charge
Good news, I stay there all the time, mostly because of excellent checkouts. Do you know which L9 rooms have been totally refurbished or which you stayed in, since all rooms were in need of refurbishment?

I've stayed across L8,9 extensively for the last 6 years with zero issue with wifi, but you say "It has been that way since I can remember"? That does not reconcile with my experience, and have you raised that issue with management?
 
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DC3

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… Do you know which L9 rooms have been totally refurbished or which you stayed in, since all rooms were in need of refurbishment?

I've stayed across L8,9 extensively for the last 6 years with zero issue with wifi, but you say "It has been that way since I can remember"? That does not reconcile with my experience, and have you raised that issue with management?
As to refurbishment progress, I have no information, but the finished product looks very good. All of the rust/corrosion/mould is gone and the room was completely redone.

I can only comment on the wifi issues as experienced and my experience has not been good, although leaving the door open and sitting in the room entry helps. 🤣.

Certainly no wifi issues over the road at the former Sofitel. Anyway, it’s a known issue at the front desk. I have mentioned it previously in Hilton feedback and the GM always responds.

Anyway, I never rely on hotel wifi in Oz as I have plenty of device data. However, I will use it when available.
 
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jjonnboy

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As to refurbishment progress, I have no information, but the finished product looks very good. All of the rust/corrosion/mould is gone and the room was completely redone.
So worn brown carpet and scratched brown cabinetry gone? Is there new TV, streaming because that was an issue of late? Any pictures? I'm looking forward to checking it out next month.
 

DC3

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So worn brown carpet and scratched brown cabinetry gone? Is there new TV, streaming because that was an issue of late? Any pictures? I'm looking forward to checking it out next month.
Yes, new carpet and black cabinets. Didn’t use the TV. No photos taken. Room and bathroom look good now.
 

JessicaTam

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Property: HH Queenstown
Date: June 2021, 2 nights.
Status: Diamond
Booked: King deluxe lakeview
Received: King deluxe lakeview

On checkin I was told the room wasn't ready. That's fine - it was 2.30 and checkin in is from 3pm. By 4.30 still no room so I went to enquire how long. "We are short staffed, and don't know". At this point I was offered a drinks voucher. I got to my room at 5pm. Apart from the 'thanks for being a diamond' at checkin, there was no other acknowledgement of status. I.e. no amenity or welcome letter. No upgrade even though there were suites available to book. The lakeview room is great though, with a large lounge area. And it does indeed have a good view of the lake - and the arriving aircraft. :). [I did raise a couple of small maintenance issues on the first morning, which were not addressed during my stay.]

On the first morning I was offered a full breakfast, with a coffee tax strictly enforced. I declined the coffee. I commented on this to a reception staff member that this was poor considering the delay checking in the day before. They then offered me coffee at breakfast for the 'rest of my stay'.

On the second morning I was told that as I diamond I could have a continental breakfast and could pay extra to upgrade. When I commented that I had had a full breakfast the day before with no extra charge I was waved through. They did not question me when I said no charge for coffee.

Overall, a very underwhelming experience. In my travels through NZ, people have been very grateful for any tourist business they can get. The ZQN HH was the exception. They must be busy enough to be able to take their guests for granted.
 

justinbrett

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Property: HH Queenstown
Date: June 2021, 2 nights.
Status: Diamond
Booked: King deluxe lakeview
Received: King deluxe lakeview

On checkin I was told the room wasn't ready. That's fine - it was 2.30 and checkin in is from 3pm. By 4.30 still no room so I went to enquire how long. "We are short staffed, and don't know". At this point I was offered a drinks voucher. I got to my room at 5pm. Apart from the 'thanks for being a diamond' at checkin, there was no other acknowledgement of status. I.e. no amenity or welcome letter. No upgrade even though there were suites available to book. The lakeview room is great though, with a large lounge area. And it does indeed have a good view of the lake - and the arriving aircraft. :). [I did raise a couple of small maintenance issues on the first morning, which were not addressed during my stay.]

On the first morning I was offered a full breakfast, with a coffee tax strictly enforced. I declined the coffee. I commented on this to a reception staff member that this was poor considering the delay checking in the day before. They then offered me coffee at breakfast for the 'rest of my stay'.

On the second morning I was told that as I diamond I could have a continental breakfast and could pay extra to upgrade. When I commented that I had had a full breakfast the day before with no extra charge I was waved through. They did not question me when I said no charge for coffee.

Overall, a very underwhelming experience. In my travels through NZ, people have been very grateful for any tourist business they can get. The ZQN HH was the exception. They must be busy enough to be able to take their guests for granted.
It’s a shame that none of the NZ properties have executive lounges - you’d think at least Auckland would.

I note the Christchurch hotel is still closed which is a little surprising.
 

JessicaTam

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It’s a shame that none of the NZ properties have executive lounges - you’d think at least Auckland would.

I note the Christchurch hotel is still closed which is a little surprising.
At least HH AKL and DT CHC give you drinks vouchers instead.

Edit: I will be trying the DT WLG next month, so it will be interesting to compare.
 
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justinbrett

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At least HH AKL and DT CHC give you dinks vouchers instead.

Edit: I will be trying the DT WLG next month, so it will be interesting to compare.
You'll at least get a cookie!

I've got a big NZ trip planned in August - will be going to AKL, ZQN and WLG (and CHC if they open in time).

AKL charge a hefty fee but good value for points redemptions.
 

Yipchoi

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Date: June 2021 1 night
Hotel: Hilton Adelaide
Booked: King Room
Received: King Executive Room
Status: Diamond

Exec Lounge still closed but 6 comp drinks vouchers issued and comp Full Hot Buffet B'Fast served in the main restaurant.
2 Bottles of water upon check-in
 

QF WP

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HH Diamond
Nights: 3
Property: Parmelia Hilton Perth
Room booked: Twin Hilton Guestroom
Rate: HH Travel & Save ($204 per night)
Received: card from GM and fruit platter, free breakfast, access to Exec Lounge

After an 18 month hiatus from Perth, had a 4 night trip (last night was available under Diamond but wanted $390 as fully booked). Wasn’t going to spend that much.

Saw Jocelyn still there on Front Desk and Paola the Brazilian Breakfast server in the restaurant.

No upgrade to Queen Suite as some are still undergoing renovations so none available.

The renovations are fantastic:

Front Desk
261859C9-4CEB-433E-9A98-C5033797A978.jpeg

Foyer
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New Executive Lounge
FEDD45A4-76CF-4774-A870-238A277094AE.jpeg

Looking from back of Lounge to front door and servery 680AD908-03A0-4041-B274-E3EE5840FB09.jpeg

D65BA5CB-724B-4F9C-93DF-5F4EF961E1C5.jpeg D9940404-4D40-47A0-8BD6-6CA25BD5C9E4.jpeg
25C50123-0196-45CB-9BE3-125F6EEA0A9E.jpeg

Room:
1FDC77BD-396F-41E0-B441-164F3519A49E.jpeg
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Diamond amenity
BFB0B462-5EAA-4E8D-9649-C64D7D0FCFF0.jpeg
 
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QF WP

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HH Diamond
Nights: 1
Property: DoubleTree Northbridge (Perth)
Room booked: Twin Guestroom
Rate: HH Prepay & Save ($144.50 per night)
Received: Warm 🍪 and
free breakfast, 2 bottles comp water

Suited me both on wallet and the fact I had appointment nearby next morning

My second stay and friendly staff at Front Desk. Lots of places to eat and some great walking tracks through parks

16503BCC-B7C1-480D-8A08-6FBCDA7CF9B3.jpeg
FD6675B6-80CF-4EAF-AA1C-0E5C7626E7EB.jpeg
E73089A0-7BC5-4D00-B24B-6397DDD4EA6D.jpeg
0A2791C6-2FE9-45A1-B615-012C0F9F32EC.jpeg
CE938D12-6F37-4DAE-AAEA-D51C86F28A20.jpeg
 

Danger

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HH Diamond
Nights: 3
Property: Parmelia Hilton Perth
Room booked: Twin Hilton Guestroom
Rate: HH Travel & Save ($204 per night)
Received: card from GM and fruit platter, free breakfast, access to Exec Lounge


View attachment 250436

Swan Draught?? Wow. Are you sure this wasn't the staff drinks fridge at the Ibis Budget near the airport?
 
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Property: HH Queenstown
Date: June 2021, 2 nights.
Status: Diamond
Booked: King deluxe lakeview
Received: King deluxe lakeview

Apart from the 'thanks for being a diamond' at checkin, there was no other acknowledgement of status. I.e. no amenity or welcome letter. No upgrade even though there were suites available to book. The lakeview room is great though, with a large lounge area. And it does indeed have a good view of the lake - and the arriving aircraft. :).
Wow, I'm sorry to hear you had such a poor experience and hope this experience isn't permanent.

HH Queenstown has been my favourite ever HH property. I've always received 10/10 service here, not to mention the actual property is incredible too.

Its sad they enforce the coffee tax and breakfast tax :( their buffet is also really good.
 
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JessicaTam

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Wow, I'm sorry to hear you had such a poor experience and hope this experience isn't permanent.

HH Queenstown has been my favourite ever HH property. I've always received 10/10 service here, not to mention the actual property is incredible too.

Its sad they enforce the coffee tax and breakfast tax :( their buffet is also really good.
I also posted a review on TripAdvisor. Looking at other reviews it seems my experience is very much the norm, not the exception.
 

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