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.

 

[Moopere]

Interesting experience. I'm HH Gold and booked a points booking for Lagoon View/Pool when we stayed for the 1 night in January, no upgrade received (did receive breakfast) and occupancy rates weren't very high.

I also requested late checkout but would only give me till 2pm and then allowed me to the the 'departures lounge'.

I had a similar experience late December - also as gold. No upgrade and stingy late checkout. I also booked on points. One wonders if it was the points booking or the Gold status which is the nub of the similar experience here.

Would I stay again? Only if rates are sub-$200 otherwise I'd find somewhere else.

Mmm. I'm in two minds. Wife and I had a bit of a snoop at some of the other chains along that strip in Nusa Dua. I thought that mostly the competition was 'ok', wife wasn't that impressed. The Conrad themselves view their only 'real' competition is the new St. Regis a fair bit further south. Given the per night pricing of the St. Regis I think the Conrad might be kidding themselves a little bit there ... We didn't go far enough for a peek at the St. Regis so I can't comment other than the big price difference.

 

[boomy]

The Conrad themselves view their only 'real' competition is the new St. Regis a fair bit further south. Given the per night pricing of the St. Regis I think the Conrad might be kidding themselves a little bit there ... We didn't go far enough for a peek at the St. Regis so I can't comment other than the big price difference.

The St. Regis brand is generally at least one or two levels above Conrad, more similar in style to Waldorf Astoria.

I was very interested to check out St. Regis Bali but couldn't justify the price, especially compared to Conrad.

 

[QF WP]

Yikes!

This is so unlike the experience I last had at ADL more than a year ago that I am wondering if they have suffered a GM change? Anyone know?

According to my "standard" email just received (with some personalisation in the middle) the GM is:

Thank you for taking the time to complete our electronic guest questionnaire following your recent stay at the Hilton Adelaide and thank you for your continued loyalty. It is through this valuable tool that we are able to gain first hand feedback of our performance thus allowing us to monitor and improve our services by focusing on your needs as a guest in the hotel. Thank you also for the positive ratings of our services and facilities, which will be shared with the team. I did note your positive comments regarding Lisa from the Executive Lounge and I will be sure to pass on your feedback to her personally. My team and I look forward to the opportunity of welcoming you back to the Hilton Adelaide again soon. Sincerely, Peer Norsell General Manager Hilton Adelaide

 

[Aeolus]

Receiving extra special love from HSW again. I didn't do OLCI but on arrival, before I even got to the reception, the front desk staff already brought up my booking on the system and was handed the access cards as quick as OLCI. Extremely impressed!

 

[jackthomas]

Receiving extra special love from HSW again. I didn't do OLCI but on arrival, before I even got to the reception, the front desk staff already brought up my booking on the system and was handed the access cards as quick as OLCI. Extremely impressed!

HSW have certainly been stepping it up since I first got status a few years ago, which is a refreshing opposite direction of most AUS Hiltons, can also spy that you scored my favourite suite!

 

[Aeolus]

HSW have certainly been stepping it up since I first got status a few years ago, which is a refreshing opposite direction of most AUS Hiltons, can also spy that you scored my favourite suite!

I'm extremely lucky to have that room mainly but not quite up there with the likes of Straitman yet where a particular room on a particular floor is always reserved for him

 

[esseeeayeenn]

Made a booking for tonight at the Parmelia Hilton in Perth.
Booked a King Deluxe Room.
Checked my stay just after lunch to find I had been upgraded to the King Premier Suite.
So of course I checked in online immediately.
Will report further tomorrow.

 

[Moopere]

HSW have certainly been stepping it up since I first got status a few years ago, which is a refreshing opposite direction of most AUS Hiltons, can also spy that you scored my favourite suite!

I'll have to give them another go. Haven't stayed at HSW now for about 18 months. After a really great start I found that they descended quickly once the opening GM moved on and then descended further still once HoTP finished up. That, together with steadily increasing rates made me give them the big 'meh' and I actually stayed at the DT MEL instead (never say never was the take home msg for me there) - which surprised me with their decent status recognition. pity they don't have an EL though.

 

[NT2010]

Property: Doubletree by Hilton Melbourne
Status: Diamond
Date: 8 Feb to 11 Feb
Rate: about $250 per night
Booked: Basic Twin Room
Received: Very Basis Twin Room on level 6 directly opposite the lifts

This is my first stay at this hotel on Flinders St and it is the worst non-upgrade stay I have ever received. The room is noise due to the lift and so small with a small window open directly to a building next door (about a couple of meter away completely blocking any view or stopping any sunlight..). The cupboard has no doors so it provide no "privacy" when hanging things there. The housekeeper failed to empty the bin twice in three days...
I can understand the hotel is quite full but was not very impressed to see the ordinary budget tourist staying at higher floors and/or away from the lifts. The Check in guy did notice that my profile has "away from the lifts" as request but they still put me next to the lifts... Also, there was not recognition on my Diamond Status, nor any token gift. On the second day I did notice a lady pushing around with trolley full of small chocolate boxes and cards for Diamonds (she confirmed when I asked her). Not sure why I missed out.

 

[nonpop]

Property: Doubletree by Hilton Melbourne
Status: Gold (via SM)
Date: 9 Feb to 11 Feb
Rate: $205 per night
Booked: Queen room
Received: Corner Queen room on level 12 overlooking Flinders street.

Was welcomed as a a Gold.
Advised continental breakfast free with a paid upgrade to hot (from memory they said $6).
2 x bottles water daily + turn down service inc chocolates.
Overall a good stay (much improved).
Rooms are small in comparison to HSW

 

[Princess Fiona]

Property: Hilton Sydney
Status: Diamond
Date: 24th Feb
Booked: King Exec Govt Rate
Received: King Exec

Now keep in mind I only usually post the exceptional stuff on here good and bad. This is in the latter category.
No upgrade of any kind offered or mentioned at any point during the process. Online check-in showing room type booked, eventually pre-allocated room type booked. At the front desk I enquire about a Diamond Upgrade and was offered a King Suite at $200 supplement. At the time of check-in both Relaxation Suites and King Suites available to book on website.
A bit poor really, have sent an email to the Guest Relations manager and GM.
I'm a relatively frequent guest here, BIB Diamond and I need somewhere to put my giraffe !!

 

[jackthomas]

Property: Hilton Sydney
Status: Diamond
Date: 24th Feb
Booked: King Exec Govt Rate
Received: King Exec

Now keep in mind I only usually post the exceptional stuff on here good and bad. This is in the latter category.
No upgrade of any kind offered or mentioned at any point during the process. Online check-in showing room type booked, eventually pre-allocated room type booked. At the front desk I enquire about a Diamond Upgrade and was offered a King Suite at $200 supplement. At the time of check-in both Relaxation Suites and King Suites available to book on website.
A bit poor really, have sent an email to the Guest Relations manager and GM.
I'm a relatively frequent guest here, BIB Diamond and I need somewhere to put my giraffe !!

Very poor, agreed... My last stay I was also given room I booked but asked for a suite in the lounge which was granted. Really hoping that H SYD haven't gone back to how they were 2 years ago... They've been so so good for the last 6 months or so.

 

[Deleted member 29185]

Property: Hilton Sydney
.......was offered a King Suite at $200 supplement. At the time of check-in both Relaxation Suites and King Suites available to book on website.
A bit poor really,

Given a lot of positive comment about H-SYD of late, this is indeed disappointing to hear.

I'm really unsure about this tactic. Great to get as a HH benefit for sure, but as a paid upgrade is still a nice option. We also had this offer some time back (can't remember the price) and we accepted it as it actually made it a suite purchase at a great rate. I feel for the hotel (to a degree). They have either dogbox rooms or suites. I guess they've decided they can't upgrade all diamonds to suites and perhaps rather than a blanket ban on suite upgrades, this paid upgrade option seems to be what works for them. Still sucks when you know they're available but they won't upgrade you.

 

[esseeeayeenn]

Given a lot of positive comment about H-SYD of late, this is indeed disappointing to hear.

I'm really unsure about this tactic. Great to get as a HH benefit for sure, but as a paid upgrade is still a nice option. We also had this offer some time back (can't remember the price) and we accepted it as it actually made it a suite purchase at a great rate. I feel for the hotel (to a degree). They have either dogbox rooms or suites. I guess they've decided they can't upgrade all diamonds to suites and perhaps rather than a blanket ban on suite upgrades, this paid upgrade option seems to be what works for them. Still sucks when you know they're available but they won't upgrade you.

I don't feel for the hotel.
No one compelled them to offer free upgrades (subject to availability) as a benefit of Diamond status.
Having offered it they have an obligation to provide it, according to the terms and conditions of their loyalty programme, which they wrote.

 

[Deleted member 29185]

I don't feel for the hotel.
No one compelled them to offer free upgrades (subject to availability) as a benefit of Diamond status.
Having offered it they have an obligation to provide it, according to the terms and conditions of their loyalty programme, which they wrote.

I like the sentiment but I disagree with your comments. HH is a companion scheme to the Hilton brand. H-SYD is no longer owned by Hilton so they had no input into the Ts&Cs of the scheme (which were in place before the sale). There is also no obligation to provide a suite as an upgrade. IIRC the wording is something along the lines of "upgrades may include suites". Many hotels don't give suites as an upgrade and Conrad Rangali specifically have a policy of no upgrades unless they're bought upgrades. On just about any HH special offering, there is a list of hotels who have chosen to "opt out" of the special, which tends to suggest to me that HH has very little ability to "direct" a hotel to do something.

 

[boomy]

Property: Hilton Sydney
Status: Diamond
Date: 24th Feb
Booked: King Exec Govt Rate
Received: King Exec

Now keep in mind I only usually post the exceptional stuff on here good and bad. This is in the latter category.
No upgrade of any kind offered or mentioned at any point during the process. Online check-in showing room type booked, eventually pre-allocated room type booked. At the front desk I enquire about a Diamond Upgrade and was offered a King Suite at $200 supplement. At the time of check-in both Relaxation Suites and King Suites available to book on website.
A bit poor really, have sent an email to the Guest Relations manager and GM.
I'm a relatively frequent guest here, BIB Diamond and I need somewhere to put my giraffe !!

They should have offered you relaxation room as per one level (not include suites) upgrade policy HSYD loves to quote so much.

While HSYD suites are very nice, relaxation rooms are still 100 times better than those dogbox exec rooms.

 

[esseeeayeenn]

I like the sentiment but I disagree with your comments. HH is a companion scheme to the Hilton brand. H-SYD is no longer owned by Hilton so they had no input into the Ts&Cs of the scheme (which were in place before the sale). There is also no obligation to provide a suite as an upgrade. IIRC the wording is something along the lines of "upgrades may include suites". Many hotels don't give suites as an upgrade and Conrad Rangali specifically have a policy of no upgrades unless they're bought upgrades. On just about any HH special offering, there is a list of hotels who have chosen to "opt out" of the special, which tends to suggest to me that HH has very little ability to "direct" a hotel to do something.

The buyers bought the Hilton brand and the HH scheme is an important part of the brand.
It attracts loyal guests. They're neither legally nor morally entitled to take the benefits of the brand and discard the liabilities.
In any event they would have done their due diligence and been well aware of both when they made the decision to purchase.
It's business. Dealing at arms length. No room for sympathy.

 

[Deleted member 29185]

The buyers bought the Hilton brand and the HH scheme is an important part of the brand.
It attracts loyal guests. They're neither legally nor morally entitled to take the benefits of the brand and discard the liabilities.
In any event they would have done their due diligence and been well aware of both when they made the decision to purchase.
It's business. Dealing at arms length. No room for sympathy.

As I said, I agree with your sentiments, but not with your assertion that they are "obliged" to upgrade to suites. They're actually not obliged to do anything of the kind.

I only mentioned the sale of H-SYD because you stated that no one compelled them to offer certain terms, which they wrote......no they didn't. They would have certainly done their due diligence, which would have had them actually read the Ts&Cs of the programme, which they've done and are implementing various changes (including breakfast in Glass) which still comply with the terms.

I've just looked at the HH terms with regard to upgrades for diamonds and here they are:

1. Space-available upgrade to a preferred room
2. [SUP]6[/SUP]Restrictions and exclusions apply. Not all benefits apply at all properties. See Terms & Conditions for details.
3. Upgrades for Diamond HHonors guests may include the next-best available room from the room type booked. Upgrades may also be rooms with desirable views, corner rooms, rooms on high floors, rooms with special amenities, rooms on Executive Floors, or suites, as identified by each property. Upgrades exclude executive suites, villas and specialty accommodations (which may include, but not limited to, "Vista" and "Villa" accommodation types), subject to the discretion of the hotel.

As much as I like H-SYD to upgrade diamonds to suites (I have been a recipient of a King Suite upgrade a couple of times), it is simply incorrect to state so emphatically that it's "business" and/or that they're "obliged" to give suite upgrades. That simply is just not true. It is exactly why I wrote that I'm in two minds over the offer that PF received. As I stated, I've had that offer as well, and accepted it as it actually represented very good value. So they can refuse to upgrade to a suite (in fact they can upgrade to the exact room you booked, just on a higher floor....and only then if there's one available) and an option to purchase a suite upgrade is a valid consideration....at least IMHO. Look at it like a Nor1 upgrade at the check in counter.

 

[hummel]

Any recent stays at Doubletree Melbourne? Just made a booking there for this Saturday night, rates had come down from $450 to $230. Still a lot it seems for a DT but a man needs a bed!

 

[boomy]

Any recent stays at Doubletree Melbourne? Just made a booking there for this Saturday night, rates had come down from $450 to $230. Still a lot it seems for a DT but a man needs a bed!

Wow still very high! I booked DT for this Sunday for $139 (booking made in Jan).