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.

 

[JessicaTam]

I have since heard back from the HSP GM who was suitably horrified at my experience. I will still stay in August, so stay tuned for the next instalment. It can only get better!

 

[eric2011]

---

FWIW, I have found the [much older] CP, and Marriott in Surfer's Paradise to be substantially superior to the [newer] Hilton.

Don't know when you last stayed at the CP but it is really starting to be an embarrassment. I stay on almost a weekly basis and it is getting very tired and aged. It would be more than 5 or 6 years since any sort of maintenance both in the rooms and common areas. They have priced the rooms to the max and can't increase them more so have now started to charge for car parking which has added an extra $15 to the already overpriced rooms ( based on the quality of the venue).

 

[Deleted member 29185]

I have since heard back from the HSP GM who was suitably horrified at my experience. I will still stay in August, so stay tuned for the next instalment. It can only get better!

Trouble is, all the issues you've mentioned have been reported over and over, ever since the place opened. What's that been? 5 years or so? HSP know of these problems and they've known for a long time. Feigning "horror" does not mean they intend to change anything......in fact they haven't for the past 5 years, so why would we expect that to change now? I couldn't find a post that I made way back, but it discussed the telephone never answering issue, it discussed the non-working phones in the room, it discussed TV not working, it discussed filthy windows and rubbish and laundry piled up in the foyers, it discussed lifts full of cleaners and staff that would not vacate them for guests leaving said guests waiting in the filthy foyers for a 1/2 hour or more etc etc. I did however find this report and I also noticed the refusal to make a eggs benedict has been bemoaned since 2012.

Honestly JT, I'd be amazed if you find anything better when you return, but I do hope you do. I've no idea if the rumour about Hilton pulling out is true, and I'd absolutely hate to see Au lose a Hilton.......but I honestly think it's possibly the only thing they can do. Nothing else has worked. Sometimes the hotel offers a good stay experience, sometimes it's atrocious and I really doubt anyone there has any drive to change that. It's really bizzarre.

 

[DC3]

... the refusal to make a eggs benedict has been bemoaned since 2012 ...

Similar to HSYD, where Glass refuses to do the eggs benedict for the buffet breakfast (only available on the a la carte menu), and you have to get the individual components from the buffet to put it together yourself.

 

[moa999]

They normally have some pretty average eggs Benedict on the hot station

 

[marki]

They normally have some pretty average eggs Benedict on the hot station

Not what I would be calling EB the egg needs to be runny not rock hard

 

[Aussie_flyer]

Not what I would be calling EB the egg needs to be runny not rock hard

I tried the EB on the buffet, absolutely appalling, rubbery eggs which are obviously VERY VERY cheap and the tiniest bit of very average hollandaise. Glass Sydney breakfast is pathetic, I can't believe they charge $44 for it.

 

[Princess Fiona]

Similar to HSYD, where Glass refuses to do the eggs benedict for the buffet breakfast (only available on the a la carte menu), and you have to get the individual components from the buffet to put it together yourself.

I can confirm that Parmelia Hilton PER does a beautiful Eggs Benedict cooked to order. No charge

 

[JessicaTam]

I can confirm that Parmelia Hilton PER does a beautiful Eggs Benedict cooked to order. No charge View attachment 71798

As does HSW.

 

[kermatu]

As does HSW.

As does Auckland, with amazing smoked salmon.

 

[penegal]

Don't know when you last stayed at the CP but it is really starting to be an embarrassment. I stay on almost a weekly basis and it is getting very tired and aged. It would be more than 5 or 6 years since any sort of maintenance both in the rooms and common areas. They have priced the rooms to the max and can't increase them more so have now started to charge for car parking which has added an extra $15 to the already overpriced rooms ( based on the quality of the venue).

About 2 years, but they recognised my status and a much better soft product than the Hilton. Agree it is a dump, and needs a Renno.

 

[QF WP]

I have since heard back from the HSP GM who was suitably horrified at my experience. I will still stay in August, so stay tuned for the next instalment. It can only get better!

Heard the story (GM reply) from straitman last night

As there will be you and straitman there at the same time as me, will be interesting to see if the GM does come through with the offer ...

 

[straitman]

May 26th - 30th HSP
Booked a King Hilton via 4 different bookings
Gov't Rate
I chose badly in that I got a 5th floor Relaxation Suite rather than higher up as I didn't understand the numbering. Fortunately it was around the corner a little from the night clubs so the noise was minimal. We were offered a room change but declined.
There were quite a few other issues but I'll leave all of them until I've finished communicating with the GM who was certainly keen to hear the story. (The lounge bar opened early on Fri and Sat for all the FT people as a result of the discussions and we were allowed a few extras into the lounge)

May 31st HSW
Booked a King Hilton
Gov't rate of $230
Received an option at online checkin of several different 2 BR apartments including our preference of 1817 or 1917.

 

[cove]

Straitman would I qualify for the government rate seeing they take so much for so little?
I still have zero Hilton loyalty points because I went the stay 4 nights and pay for three in Brisbane using a Citi CC. Have never felt the love with Hilton.

 

[ckbag]

Trouble is, all the issues you've mentioned have been reported over and over, ever since the place opened. What's that been? 5 years or so? HSP know of these problems and they've known for a long time. Feigning "horror" does not mean they intend to change anything......in fact they haven't for the past 5 years, so why would we expect that to change now? I couldn't find a post that I made way back, but it discussed the telephone never answering issue, it discussed the non-working phones in the room, it discussed TV not working, it discussed filthy windows and rubbish and laundry piled up in the foyers, it discussed lifts full of cleaners and staff that would not vacate them for guests leaving said guests waiting in the filthy foyers for a 1/2 hour or more etc etc. I did however find this report and I also noticed the refusal to make a eggs benedict has been bemoaned since 2012.

Honestly JT, I'd be amazed if you find anything better when you return, but I do hope you do. I've no idea if the rumour about Hilton pulling out is true, and I'd absolutely hate to see Au lose a Hilton.......but I honestly think it's possibly the only thing they can do. Nothing else has worked. Sometimes the hotel offers a good stay experience, sometimes it's atrocious and I really doubt anyone there has any drive to change that. It's really bizzarre.

I have been staying in this property on a monthly basis for the last 12 months due to work and never had problems with things not working or major service issues. So maybe the issues you mention were from the earlier years when it first opened?

I stay here because of its central location and its a newish hotel compared to sofitel/marriott which have old rooms.

 

[Deleted member 29185]

I have been staying in this property on a monthly basis for the last 12 months due to work and never had problems with things not working or major service issues. So maybe the issues you mention were from the earlier years when it first opened?

So you've had 12 stays with few problems? That doesn't mean to say the other recent reports of service delivery failures were lies, does it? I actually agreed with you as I stated "Sometimes the hotel offers a good stay experience, sometimes it's atrocious", but to suggest the issues are a thing of the past is not entirely supported.

 

[straitman]

I have been staying in this property on a monthly basis for the last 12 months due to work and never had problems with things not working or major service issues. So maybe the issues you mention were from the earlier years when it first opened?

ckbag,

Have you not read the comments above:?:

There were quite a few issues this weekend over quite a few individuals.

On a positive note the GM appears to be responding to things appropriately and is keen to sort out the issues. Having said that I went through many issues with a previous GM but many appear to have reappeared.

A possible cause for some of this is that the Operations Manager left a few weeks ago and he was very good with these things.

 

[vitagen]

I'm staying at HSW tomorrow night if anyone is around? Just checked my booking and it's still showing Standard Guest room anyone know if my upgrade should have posted already I'm a HHD? Do they process on the day or the night before?

 

[Aeolus]

I'm staying at HSW tomorrow night if anyone is around? Just checked my booking and it's still showing Standard Guest room anyone know if my upgrade should have posted already I'm a HHD? Do they process on the day or the night before?

Check on the day itself after 8am. HSW is very generous for return guests and this week is rather quiet for them so you might score a good upgrade.

 

[vitagen]

Sweet! Originally had a relaxation suite but room wasn't ready so they moved me to a King Yarra suite! Pretty nice!