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.

 

[Deleted member 29185]

I gave up on this hotel after too many disappointing experiences as diamond but after reading your positive report I'm tempted to make a booking

Hmmm, H-SYD still can't upgrade everyone to a suite and they also cannot make a dogbox into something palatial, no matter what they call the room. I'm afraid unless I read more reports about most elites getting a suite upgrade, I won't be convinced.

I have booked two night in Jan at IC and to be honest, I do like the fact I know what I'll be getting. Booked the best suite with my AMB guaranteed upgrade to club for an average $334 a night (AMB weekend cert.). Hilton is min of $270 for a dogbox with a probability of no upgrade of any significance (an upgrade in name only, is not an upgrade in my books) with a suite purchase circa $550 on the dates needed.

I think the Hilton upgrade lotto works reasonable well at most hotels in Oz.....just not SYD.

 

[boomy]

Hmmm, H-SYD still can't upgrade everyone to a suite and they also cannot make a dogbox into something palatial, no matter what they call the room. I'm afraid unless I read more reports about most elites getting a suite upgrade, I won't be convinced.

Naturally if all the suites (SYD had 5 different types) are booked on the day of check in then there is nothing the hotel can do about it but what I couldn't bare at Hilton SYD was the staff lying to my face saying there are no better rooms available while the HH website clearly showed plenty of availability on the day, and it happened more then once!

I think the Hilton upgrade lotto works reasonable well at most hotels in Oz.....just not SYD.

I totally agree. It seems status is not well recognised in SYD for some reason.

 

[BLK343]

Status: Gold
Property: Hilton Singapore
Date: 7-11 August 2014
Rate: S$183/night + taxes
Room booked: King
Received: Executive King

4 bottles of water each day. Great service @ the Executive Lounge

 

[Danger]

Naturally if all the suites (SYD had 5 different types) are booked on the day of check in then there is nothing the hotel can do about it but what I couldn't bare at Hilton SYD was the staff lying to my face saying there are no better rooms available while the HH website clearly showed plenty of availability on the day, and it happened more then once!

My experience is similarly poor at the Hilton Sydney.

Property: Hilton Sydney
Date: mid-week in October for one night
Room booked: King Hilton Deluxe Plus
Rate: Hilton Macquarie $179
Received: King Hilton Deluxe Plus (ie. no upgrade), two bottles of water, full breakfast, late check-out plus one hour

This was a relatively last minute reservation and with the changes to Hilton Macquarie I wanted to use my last remaining $99 card. I've long thought that Hilton Sydney is one of the Hilton properties that enjoys being flippant with the room upgrade benefit for Diamonds, happy to 'upgrade' a Diamond from a king room to a king plus room. So I was kind of pleased that this time I was able to book a plus room, anxious to see what the upgrade would be from there. Well, it was nothing. There was no mention of any kind of upgrade when I checked in at 11pm so when I got to my room I called Magic who confirmed my room type is exactly the one I booked. I asked to speak to the duty manager and asked why no upgrade had been given despite the fact a number of superior room types - including the king master suite - were showing as available on the website. The duty manager replied that even though the website was showing rooms as available the hotel was almost fully booked and that some of the rooms available on the website were themselves booked. What's more, he added that the hotel was keeping a certain number of superior room types available for "last minute bookings". When I reminded him it was after 11pm he stood by his position that late bookings were still possible. Interestingly, he added that the "standard room" for Diamond upgrades was the king junior suite, all of which were booked. Never mind the fact that at least four king master suites were showing as available, I was not getting an upgrade, period. It was one of those Hilton stays that remind me how much I treasure my Hyatt top tier status where I'm guaranteed the "best available room below a suite" not just "upgrades to a preferred room type".

 

[Deleted member 29185]

It was one of those Hilton stays that remind me how much I treasure my Hyatt top tier status where I'm guaranteed the "best available room below a suite" not just "upgrades to a preferred room type".

Trouble as I see it is that even if Hilton had the Hyatt terms, at HSYD, it would still mean a dogbox room. At least Hilton allow suite upgrades and I must admit, the 2 or 3 genuine upgrades I've had at HSYD have been to the King Suite, which was very nice, but for the last year or so I too receive the same spiel from the front desk.......no suite upgrades available (even though plenty of options appear on line for sale). The last upgrade I had to argue about as I had booked for 3 in a standard guest room with a rollaway bed, but that plus the rooms standard furniture of king bed, desk and chaise meant one could hardly move......after threatening to leave and check in elsewhere, they relented and we settled on a "paid" upgrade to the King Suite (I think the payment was an extra $100, but can't be sure). I sincerely dislike arguing with the desk as it seems very tacky to me, but I honestly believe the dogbox rooms should not be sold for anything more than 2 people. The $70 rollaway charge is an insult in itself, but jamming it into a room clearly too small to take it is a hazard to their guests.

 

[Aeolus]

I must be one of the lucky ones at HSYD. They always welcomed me back warmly and upgrades, though not all suites, have always come through. 2 weeks ago, I couldn't get into the Deluxe Plus rooms but the staff at the exec lounge rang up housekeeping to ensure I have the mattress topping as per the Deluxe plus bed which I thought was a very nice gesture.

 

[Zephyrana]

The $70 rollaway charge is an insult in itself, but jamming it into a room clearly too small to take it is a hazard to their guests.

It sounds like this would be a fire hazard too, in the sense of hindering evacuation.

 

[Deleted member 29185]

It sounds like this would be a fire hazard too, in the sense of hindering evacuation.

Yes, that's mainly what I was referring to. I believe NSW fire dept does have very strict requirements about number of guests to room size.

 

[Deleted member 29185]

and upgrades, though not all suites,

Which is what I experience as well, except a non-suite upgrade at HSYD IMHO is not an upgrade as such. I must admit to getting a corner dogbox as an upgrade once, but it wasn't much bigger than a non-corner dogbox. The majority of rooms are very small, and there's diddly squat they can do about it.

 

[Moopere]

Which is what I experience as well, except a non-suite upgrade at HSYD IMHO is not an upgrade as such. I must admit to getting a corner dogbox as an upgrade once, but it wasn't much bigger than a non-corner dogbox. The majority of rooms are very small, and there's diddly squat they can do about it.

Mmm I'm interested in why a second Hilton has never appeared in Sydney. Melbourne has two and both seem to do a decent trade. Given the often high asking price of rooms at SYD they must be filling up the hotel. I'd have thought that a good strategy would be to build or take over another CBD location with newer facilities ... or refurb to current standards. Aside from the tiny rooms I find the service and location at SYD really hard to beat, but if a HSW style hotel opened up in the CBD I'll swap to that in an instant.

 

[grilled_cheeze]

Has anyone ever had any upgrade luck as an HH Gold at the Adelaide Hilton when booking a standard twin room?

From what I can see on the website, there doesn't look to be an Exec Twin Room. Otherwise, if there's no suitable upgrade room, are they still likely to grant access to the Exec Lounge?

 

[GCC]

Status: Gold
Property: HOTP
Date: 19 August 2014
Rate: A$249
Room booked: King Deluxe
Received: King Executive

 

[Aeolus]

HotP is fast becoming my favourite for MEL. 2 out of 2 upgrades to Relaxation suites from King Deluxe

 

[FuzzyAUS]

HotP is fast becoming my favourite for MEL. 2 out of 2 upgrades to Relaxation suites from King Deluxe

It has been my preference for years, however the last couple of times I have stayed at the langham to get some stays up there for the benefits when I stay in Hong Kong

 

[GoldCanyon340]

Property: Hilton Sydney
Status: Diamond
Booked: King Guestroom Plus
Received: King Executive
Stay: 2 nights

Ok, interesting. No problem with the upgrade on check in and the rooms are very good (I don't get why people complain about small hotel rooms in cities such as SYD and HKG when you should be out enjoying the actual city - but that's another thread I guess). First night in the Executive Lounge was fine: food and beverages better than HSW and Adelaide and Mrs 340 enjoyed the abundant prawns on offer. Breakfast downstairs was not too shabby, being offered a window seat on a table set for four overlooking George Street and QVB. Really friendly and attentive staff in Glass and they are a credit to the hotel. Second night in the Executive Lounge and it morphed into the VA Lounge in PER: I could not order a drink for myself and Mrs 340 (having to come back to get the second part of the drinks order) and then a lady on the table next to us was refused a double shot in her gin and tonic. Seriously?

 

[DC3]

Property: Hilton Sydney ...........
I could not order a drink for myself and Mrs 340 (having to come back to get the second part of the drinks order) ........

What was that all about? Are they now handing over one drink at a time in the EL, even if the order is for two people?

 

[GoldCanyon340]

What was that all about? Are they now handing over one drink at a time in the EL, even if the order is for two people?

Certainly from one person (there being a bar for spirits and wine at HSYD). The other person behind the bar was just pouring so I am at a loss. It is certainly going to feedback. I don't appreciate being treated in such a manner when I am stone cold sober.

 

[boomy]

Property: Hilton Sydney
Status: Diamond
Booked: King Guestroom Plus
Received: King Executive
Stay: 2 nights

Ok, interesting. No problem with the upgrade on check in and the rooms are very good (I don't get why people complain about small hotel rooms in cities such as SYD and HKG when you should be out enjoying the actual city - but that's another thread I guess).

When people travel to a certain city on regular basis they don't always feel like going out and sometimes just want to relax in the room.
Unlike HKG where small rooms are the norm, in SYD there are plenty of hotels in Hilton's price range that offer much bigger rooms.

Second night in the Executive Lounge and it morphed into the VA Lounge in PER: I could not order a drink for myself and Mrs 340 (having to come back to get the second part of the drinks order) and then a lady on the table next to us was refused a double shot in her gin and tonic. Seriously?

I was taking to some people working at Hilton (not SYD) the other day and was told they struggle with too many people getting drink in the lounge.
I'm not sure if your experience is related to a new policy or it was just a case of bad service. I will be in SYD later this week and will check it out myself.

 

[coolumbla]

i will investigate tonight but it will only be me

 

[anat0l]

Property: Hilton Sydney
Status: Diamond
Booked: King Guestroom Plus
Received: King Executive
Stay: 2 nights

Ok, interesting. No problem with the upgrade on check in and the rooms are very good (I don't get why people complain about small hotel rooms in cities such as SYD and HKG when you should be out enjoying the actual city - but that's another thread I guess).

There's enough on this forum to court the fact that people do not like the size of the rooms in Hilton Sydney when there are other properties of similar star rating which have larger rooms. Also, IMO the Hilton Sydney room design needs a bit of a life to it, or rather the carpet does for a start.

That said, more people likely complain about the fact that Diamonds have a poor "hit rate" for suite upgrades at this property compared to other Hilton properties in Australia (or overseas for that matter); this feeling is somewhat compounded by the small rooms. One might argue that the occupancy of the Hilton Sydney is what makes this quite difficult (along with possibly more aggressive "last minute room" hedging compared to other properties), but so be it.