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.

 

[cbourl]

Its full, and you are Gold - and its not an especially prime property - Pre Covid I booked Hilton Tel Aviv base room, and as a regular twice or three times a year ( Gold, then Diamond), get a Plaza Executive Suite or Studio Suite in prime August, Passover or Hannukah/Xmas

 

[DC3]

… I booked Hilton Tel Aviv base room, and as a regular twice or three times a year ( Gold, then Diamond), get a Plaza Executive Suite or Studio Suite in prime August, Passover or Hannukah/Xmas

Interesting. Thank you for your trip report.

 

[drross]

Great to hear Travelzoo was acceptable and up gradedable

 

[drross]

Breakfast in Brisbane - the self service buffet is back in Vintaged. Oscar and his staff did a great job. Masks were Being worn by everyone. And no coffee tax for Diamonds

 

[DC3]

Breakfast in Brisbane - the self service buffet is back in Vintaged. Oscar and his staff did a great job. Masks were Being worn by everyone. And no coffee tax for Diamonds

I guess that the EL is still closed?

 

[drross]

I guess that the EL is still closed?

Indeed

 

[Tlee]

Property: Hilton Darwin
Status: Diamond
Room booked: King Guest Room
Rate: Points
Received: King Executive Room with View

A 5-night stay over the new year eve. This is my second visit. Received a greeting SMS from the hotel before the day of arrival (as well as a call from NT government checking my PCR report). Can choose the standard rooms at 19F and 20F (where the Executive Lounge located) through the online check-in. Assigned to a standard room in the end.

The drinks and canapé are served between 5 PM and 7 PM. The breakfast is served at the restaurant downstairs, PepperBerry. Of which appears to be a popular choice for dinner during the holiday season. Tried to walk in but told that no seats available until 8:45 PM. It seems that there are reserved tables for in-house guests.

The room is quite spacious. However, it seems that the hotel hasn’t figure out how to use the space. A recliner is put awkwardly in the corner (the desk is on the other side). The remaining space is probably broad enough for two people doing yoga and still maintaining social distancing.

TV does not have Chromecast. Even though the restaurant is modern, the room shows the aged. The lady attending the Executive Lounge is quite accommodating. (e.g. introducing the foods for when the new guests arrive)

 

[oz_ally]

TV does not have Chromecast.

I haven't had a chance to use my newly acquired Hilton Diamond status yet (from becoming Virgin Plat) - was going to use it on a trip to Perth I had booked this month. Well that fizzled.

Anyway regarding chromecasts etc in hotels and it would be handy if they were provided and I'm sure others have thought of this before - I have an original Telstra TV that I keep for traveling along with an HDMI cable. Since doing that I have never found a motel that I've stayed at that doesn't have a free HDMI spot. Plug in the Telstra TV - connect it to hotel wifi (pray that it is actually fast enough!!) and all good to go with all my streams. Works a treat - happy days - or evenings really

 

[dairyfloss]

I haven't had a chance to use my newly acquired Hilton Diamond status yet (from becoming Virgin Plat) - was going to use it on a trip to Perth I had booked this month. Well that fizzled.

Anyway regarding chromecasts etc in hotels and it would be handy if they were provided and I'm sure others have thought of this before - I have an original Telstra TV that I keep for traveling along with an HDMI cable. Since doing that I have never found a motel that I've stayed at that doesn't have a free HDMI spot. Plug in the Telstra TV - connect it to hotel wifi (pray that it is actually fast enough!!) and all good to go with all my streams. Works a treat - happy days - or evenings really

It’s a great idea! You can also just carry an HDMI powered Chromecast dongle to plug into any HDMI TV port for about $50, as well. Streams any compatible service from any device (iOS, Android, PC, etc)

Just don’t forget to unplug and take it with you when you check out!

Cheers,
Matt.

 

[oz_ally]

It’s a great idea! You can also just carry an HDMI powered Chromecast dongle to plug into any HDMI TV port for about $50, as well. Streams any compatible service from any device (iOS, Android, PC, etc)

Just don’t forget to unplug and take it with you when you check out!

Cheers,
Matt.

Yes that would be good too. I only take my Telstra TV because I recently bought the new Chromecast with Google TV so leave that in my telly and just keep the Telstra TV with my suitcase so I don't forget to take it each time. Funny but the last place I stayed at - Circle on Cavill at the Gold Coast - a kind person had left their HDMI cable and a power board next to the TV. I don't think it was something supplied by the hotel. I left them both there for the next person. I must remember to add a double adaptor to my suitcase supplies because sometimes I have to unplug something in order to plug in my Telstra TV. And yes you are right - don't forget to unplug it and take it home!

 

[Flashback]

Yes I've made that mistake once. Now I leave part of it (not plugged in) in an obvious place and that's my reminder to grab the rest on checkout!

 

[Berlin]

Property: West Hotel Sydney, a Curio Collection by Hilton hotel
Status: Diamond
Room booked: King Guest Room
Rate: $265
Received: Standard room with motorway view the first night, then upgrade to a gorgeous suite

This was the last of our long term stays upon return to Australia while waiting for our tenants to vacate our actual apartment in Sydney. We arrived on a Saturday and hence the hotel was fully booked so no upgrade whatsoever for us. The lovely front office clerk noticed the amounts of luggage we had and considering this hotel’s tiny standard rooms, he offered us an upgrade to one of their four suites from day two which was excellent.

Unfortunately, this experience shows why I would very very strongly recommend to anyone with Hilton Diamond or even Gold status to avoid this property at all cost: Out of 150 odd rooms, there are only 4 suites that are essentially double the size and the remaining standard rooms are all really really tiny for a hotel of this class. Views range from straight at the motorway which we had the first night to out on Sussex or to the inner courtyard, ie. at someone else’s room. All not ideal. We noticed that our upgrade was really just an exception as plenty of other Diamond members got simply “upgraded” to a high floor room of the same tiny size we had the first night (it was clearly visible on the neatly “coloured” guest list at breakfast).

Speaking of breakfast: Even Diamond members have to pay extra for the hot options which I know is technically Hilton policy but believe most Australian Hilton properties do not enforce. The West is often priced just slightly cheaper than the main Hilton Sydney and the latter offers way more opportunities to get upgraded to a larger room as has rooms with an actual view so as someone holding status, I’d always prefer the Hilton over this.

Pros of the property: Best service by reception/ guest services of any of the nice hotels we’ve stayed recently. The phone always got picked up promptly and requests like a bucket of ice and the likes arrived lightening fast, even on the weekends. All staff including housekeeping was always really friendly and welcoming which did not go unnoticed. We also appreciated the individual bathroom amenities, the huge upgraded suite and overall design of the hotel which was very fancy albeit a bit too dark for my liking.

Cons: The size of the standard rooms is ridiculous and chances for upgrades are slim with only 4 suites in total. Contrary to the rest of the hotel, service at breakfast was total shambles with one or two staff members run off their feet while the others were continuously chit chatting while pretty much everything on the buffet was constantly running out and the used tables never cleared. Hot options were $10 extra even for Diamonds, coffee tax strictly enforced and the free black coffee and/or milk constantly empty.

 

[DC3]

Interesting article from LoyaltyLobby, for those holidaying at the Hilton, Denarau, Fiji:

Coronavirus Outbreak At Hilton Fiji & Out Of Quarantine Rooms

Covid-outbreak at the Hilton Fiji and hotel is mixing and matching negative and positive guests.

loyaltylobby.com

 

[kyle]

Property: West Hotel Sydney, a Curio Collection by Hilton hotel
Status: Diamond
Room booked: King Guest Room
Rate: $265
Received: Standard room with motorway view the first night, then upgrade to a gorgeous suite

This was the last of our long term stays upon return to Australia while waiting for our tenants to vacate our actual apartment in Sydney. We arrived on a Saturday and hence the hotel was fully booked so no upgrade whatsoever for us. The lovely front office clerk noticed the amounts of luggage we had and considering this hotel’s tiny standard rooms, he offered us an upgrade to one of their four suites from day two which was excellent.

Unfortunately, this experience shows why I would very very strongly recommend to anyone with Hilton Diamond or even Gold status to avoid this property at all cost: Out of 150 odd rooms, there are only 4 suites that are essentially double the size and the remaining standard rooms are all really really tiny for a hotel of this class. Views range from straight at the motorway which we had the first night to out on Sussex or to the inner courtyard, ie. at someone else’s room. All not ideal. We noticed that our upgrade was really just an exception as plenty of other Diamond members got simply “upgraded” to a high floor room of the same tiny size we had the first night (it was clearly visible on the neatly “coloured” guest list at breakfast).

Speaking of breakfast: Even Diamond members have to pay extra for the hot options which I know is technically Hilton policy but believe most Australian Hilton properties do not enforce. The West is often priced just slightly cheaper than the main Hilton Sydney and the latter offers way more opportunities to get upgraded to a larger room as has rooms with an actual view so as someone holding status, I’d always prefer the Hilton over this.
View attachment 268148
Pros of the property: Best service by reception/ guest services of any of the nice hotels we’ve stayed recently. The phone always got picked up promptly and requests like a bucket of ice and the likes arrived lightening fast, even on the weekends. All staff including housekeeping was always really friendly and welcoming which did not go unnoticed. We also appreciated the individual bathroom amenities, the huge upgraded suite and overall design of the hotel which was very fancy albeit a bit too dark for my liking.
View attachment 268149View attachment 268150
Cons: The size of the standard rooms is ridiculous and chances for upgrades are slim with only 4 suites in total. Contrary to the rest of the hotel, service at breakfast was total shambles with one or two staff members run off their feet while the others were continuously chit chatting while pretty much everything on the buffet was constantly running out and the used tables never cleared. Hot options were $10 extra even for Diamonds, coffee tax strictly enforced and the free black coffee and/or milk constantly empty.

So it sounds like there has been no improvement at the restaurant since my only visit years ago

 

[Berlin]

So it sounds like there has been no improvement at the restaurant since my only visit years ago

No, restaurant was a real mess and the upcharge for a hot breakfast even for Diamonds is ridiculous. Big shame as service in the hotel otherwise was excellent and way better even than at the main Hilton Sydney (e.g. guest services phone line picked up instantly every single time and requests delivered to the room in no time).

 

[Quattro]

Interesting article from LoyaltyLobby, for those holidaying at the Hilton, Denarau, Fiji:

Coronavirus Outbreak At Hilton Fiji & Out Of Quarantine Rooms

Covid-outbreak at the Hilton Fiji and hotel is mixing and matching negative and positive guests.

loyaltylobby.com

We were at Hilton Denarau from the 2/1/22-8/1/22. I can confirm there is NO way they have any grip on what's unfolding (unknowingly to guests) at their resort.

We had a great time there, but my word, I was exceptionally cautious around their staff and ESPECIALLY the check-in lobby. Most of which is spot on in that article and rings true to what I suspected.

We are Hilton Gold, got a nice upgrade and the service (outside the lobby) was great. The service at check-in lobby, absolutely sub-par of any Hilton I've ever been to. This is what rang my alarm bells - they all looked a little flustered at all times.

 

[Spacetravel]

Property: West Hotel Sydney, a Curio Collection by Hilton hotel
Status: Diamond
Room booked: King Guest Room
Rate: $265
Received: Standard room with motorway view the first night, then upgrade to a gorgeous suite

This was the last of our long term stays upon return to Australia while waiting for our tenants to vacate our actual apartment in Sydney. We arrived on a Saturday and hence the hotel was fully booked so no upgrade whatsoever for us. The lovely front office clerk noticed the amounts of luggage we had and considering this hotel’s tiny standard rooms, he offered us an upgrade to one of their four suites from day two which was excellent.

Unfortunately, this experience shows why I would very very strongly recommend to anyone with Hilton Diamond or even Gold status to avoid this property at all cost: Out of 150 odd rooms, there are only 4 suites that are essentially double the size and the remaining standard rooms are all really really tiny for a hotel of this class. Views range from straight at the motorway which we had the first night to out on Sussex or to the inner courtyard, ie. at someone else’s room. All not ideal. We noticed that our upgrade was really just an exception as plenty of other Diamond members got simply “upgraded” to a high floor room of the same tiny size we had the first night (it was clearly visible on the neatly “coloured” guest list at breakfast).

Speaking of breakfast: Even Diamond members have to pay extra for the hot options which I know is technically Hilton policy but believe most Australian Hilton properties do not enforce. The West is often priced just slightly cheaper than the main Hilton Sydney and the latter offers way more opportunities to get upgraded to a larger room as has rooms with an actual view so as someone holding status, I’d always prefer the Hilton over this.
View attachment 268148
Pros of the property: Best service by reception/ guest services of any of the nice hotels we’ve stayed recently. The phone always got picked up promptly and requests like a bucket of ice and the likes arrived lightening fast, even on the weekends. All staff including housekeeping was always really friendly and welcoming which did not go unnoticed. We also appreciated the individual bathroom amenities, the huge upgraded suite and overall design of the hotel which was very fancy albeit a bit too dark for my liking.
View attachment 268149View attachment 268150
Cons: The size of the standard rooms is ridiculous and chances for upgrades are slim with only 4 suites in total. Contrary to the rest of the hotel, service at breakfast was total shambles with one or two staff members run off their feet while the others were continuously chit chatting while pretty much everything on the buffet was constantly running out and the used tables never cleared. Hot options were $10 extra even for Diamonds, coffee tax strictly enforced and the free black coffee and/or milk constantly empty.

Thanks for the report!
I've stayed here many times (last time was exactly 12 months ago this weekend) and had a very different experience on every front.
- Never had a room upgrade beyond a "high floor". Besides when I went for opening week and booked a twin room that they were unable to accommodate at check in, so provided us 2 side by side rooms.
- Reception have been friendly but certainly noticed it start to slide on my last couple visits, especially when I was there Jan 2021, the phone to reception not answered and app messages went unanswered for several hours, each request I physically had to present in person to reception.
- Breakfast, I think when they first opened they up charged on breakfast but then it was removed/ or just not billed on checkout because its been a while since I paid for it. Sad to see that it has returned.

Personally, while small I don't mind the rooms and the roof speakers are a nice touch (and great for pranks on visitors).

I do agree with the sentiment that where price is similar the main Hilton is significantly better for status benefits, which is generally the case across all properties, I've always had the best status recognition at Hilton properties vs the other brands.

 

[Spacetravel]

Property: Hilton Sydney
Status: Diamond
Room booked: King Superior Room
Rate: $257 - Travel and Save (Early check in and late check out inc) x 2 nights - stacked with amex spend $500/$80 offer
Received: King Superior Room, 2 standard bottles of water in room
When: December 2021

I generally really enjoy my stays at this property, usually very successful with room upgrades (even if its just a higher floor or better view) and find the staff competent and professional.
This stay, probably due to covid, not as good as normal. The staff were just "ok". I wanted to find out the cost to bring an additional guest to the lounge, I've done this before for a fee but forgot how much, maybe $30-$60? Nobody was able to answer me, the front desk told me to ask at the lounge, the lounge told me to ask the front desk, magic told me to go back to the lounge, after a HUACA magic told me what felt as a go away answer it would be $200 for an additional guest to the lounge, yes the executive lounge, not an additional room at the hotel. After asking another staff member in my travels they told me I couldn't bring anyone period because the lounge had a booking system and it was booked out for any additional guests. I arrived (didn't have to book it anywhere) and the lounge was about 10-15 people total both nights.

Unfortunately I got zilch in the way of upgrades. Despite the property seemingly fairly quiet.
Also I had forgotten about the fact my rate actually included late check out, when I requested it I was "only" offered 1PM, despite having a rate that includes late check out + diamond + hotel appearing fairly empty. Previously I am regularly provided between 2-4PM and even had 2PM as a silver at this same property.

Also my fault, I left something in the room, noticed a couple hours later and contacted the hotel. They didn't have any record of it and also followed up again the following days and it never turned up. Appears house keeping would have thrown it because it was pretty obvious item in an obvious location (electric tooth brush in a large case left on the bathroom sink). Again previously better experience, I've left a keyring behind that fell off and likely was on the floor and it showed up.

Breakfast: I didn't attend

In room mini bar is empty still due to covid. Funny because this was likely the ONE time ever I actually would have paid the exorbitant price to use it. The benefit was I was able to use it as a regular fridge for a change.

So overall looks like the hotel is a bit rusty at the moment. I have another stay coming up, hopefully it will be better this time around.

Additional note: The standard checkout time for Hilton Sydney is now 11 am, I could be mistaken but I thought check out time previously pre covid it was 12pm?

 

[QF_Flyer]

I'll throw my 2c in. This was back in November 2021, I'd just returned from the UK and my OH flew to meet me in SYD (we live in VIC, so when booking I'd originally banked on spending a week in NSW on my return, but when that requirement didn't materialise I chopped it to two days just for a jet-lag recovery break).

Property: Hilton Sydney
Status: Diamond
Room booked: Junior Suite
Rate: $440 per night - Suite Escape rate, paid using 2x Amex cards at checkout for the spend $400 get $80 back promo, so net cost was ~$720 for two nights.
Received: Junior Suite, bottle of champagne and canapés (just checked a photo, was a plate of macarons) on arrival (OH had to nudge them to provide these, although they were part of the rate) plus the usual bottles of water (4x total IIRC).
When: November 2021.

No upgrade, which is about right for this property (not sure there was anything higher available to upgrade me to in this instance, in fairness - I had a quick look in app before arrival and there wasn't much left available at all).

Sent the hotel a message the day before (while I was still in the UK) just to remind them my OH was named as a second guest and that she'd be checking in before me, this was all good, they confirmed quickly via in app message. When I arrived (around 20:00 on the Sunday evening) they checked my vaccination status and I had a room key within about 5 mins to head up and join her.

Exec lounge was open but not - both Sunday and Monday at the time they called to take an order for eligible guests for in-room drinks/canapés - 4x glasses of fizzy wine and a plate of semi-decent canapés provided each time. Exec lounge was open but unstaffed, I popped in for a soft drink a few times during the stay.

Didn't bother with breakfast, after night one I'd eaten about 20 meals on flights and in lounges anyway and after night two I was heading to the airport pretty early, so extra time in bed was welcome before the standard Qantas toasted sandwich. Also due to early departure I didn't bother enquiring about a late checkout, but they've usually been accommodating in the past.

So anyway no complaints, I booked the suite to work from the room on the Monday and have a bit of space for two days I'd be spending almost entirely in the room, so with the special rate and Amex deal the price was good (and justified it by turning it into a mini-break haha). I always find this hotel is one of those ones I like but for no real reason - it's got nothing "wow" in my mind, but it's good nonetheless, even if the rates are sometimes ridiculous.

 

[Spacetravel]

Property: Hilton Sydney
Status: Diamond
Room booked: King Guest Room
Rate: $278 X2 points rate (pushing up my balance for an upcoming award stay)
Received: King Deluxe Room + 2 drink vouchers for Marble Bar, 1PM Late Checkout.
When: Jan 2021

So I just finished another stay at Hilton Sydney. This time around was a bit better than my last stay up thread. The check in agent was much better than the last (except they failed to mention Glass was closed), upgraded me 1 room type and something new for me at this property, 2 x vouchers for Marble Bar. I value my late checkout, probably more than any other status benefit. It's a shame the second time in a row, while again the property seemed fairly quiet the max late checkout without additional cost they would give me is 1PM, which previously has always been at least 2PM.

Breakfast: Glass was closed and breakfast was served in the adjacent event rooms. The person checking me in for breakfast did mention something strange, they said to make up for breakfast being in the other room they would upgrade me to a full breakfast. I've always been provided a full breakfast with no upcharge in this property. Was this just to make me feel like they were doing me a favour or is there a breakfast upcharge being introduced here? Also the usual coffee tax was charged.