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.

 

[Daver6]

Hilton Gatwick
Status: Diamond
Booked: Cheapest room
Received: Junior suite

Arrived at the hotel about 7:20pm and there was a decent size check-in queue. Went to the EL to check-in and was upgraded to an exec room. Asked about suite availability and mention I'll be checking out at 5am. Upgraded to the junior suite. Pretty happy with that.

Lounge is small and quite packed. Food offering was average. After 4 days of solid drinking in London, I was that keen on alcohol but still had a beer. Went to the lobby bar for a burger for dinner.

Would happily stay here again. Pics to come in my TR thread later.

 

[Daver6]

Hilton Orly Airport
Status: Diamond
Booked: Cheapest room
Received: suite

Big check-in queue again at about 8pm. Offered some minor room upgrade. Enquired for and received the suite. Was told a VIP (I assume maybe some gift or not) was in the original room and did I want it moved. I said yes and was told housekeeping would do so. Never arrived.

Suite was pretty average. More like a larger room. No carpet. No separate shower. No EL at this property. Had dinner in the lobby bar. Understaffed, slow service and average food.

Gave feedback after the stay as I received an email requesting feedback. Heard nothing back after giving a negative revue.

Airport shuttle is good and relatively frequent. Would look for alternatives next time and only consider if the price is better than another option.

 

[Daver6]

Hilton New Orleans French Quarter/St Charles
Status: Diamond
Booked: King Deluxe
Received: Exec room

No suites available after asking.

Disappointing stay. Had to ask how to get premium internet as not obvious (they use codes). EL offerings were abysmal. Wine served in those clear plastic picnic cups. Breakfast, no tables set-up. Plastic picnic cutlery and paper plates are used. Swimming pool is in the basement and not really an area you want to be. Spa next to the pool was disgusting. Dirty. In room wifi signal was weak and internet really slow. Room was tiny. I actually think this was a pretty small room compared to many others at the property. Again, shower over bath and poor water pressure and not that hot (thankfully New Orleans is).

On day two, raised my concerns with a duty manager who clearly wasn't interested. Didn't ask for my name or room number. Just made excuses. Emailed the diamond people. Someone called the room at 8:30am the next morning (fast asleep, do not disturb sign on the door) and mentioned something to MrsDaver6about being from Hilton world wide and about some points being offered. When I woke I saw an email back from the diamond email address telling me someone from the hotel would be in contact. Never happened.

Positives, location. Just outside the French Quarter.

Wouldn't stay here again.

 

[Daver6]

Hilton Boston Downtown
Status: Diamond
Booked: Deluxe King
Received: Deluxe King

Asked about an upgrade at check-in and told the hotel was full and our room was an upgrade. I asked how receiving what I booked is an upgrade. Much squirming. Had requested some extra amenities online to be in the room. They weren't. Only one robe. Checked and there were Deluxe King Plus (one level up) available.

Went to reception to discuss with the duty manager. Expressed disappointed at amenities not being in the room. Received an apology. Asked about lack of second robe. Told that's normal. I explained the room was clearly booked for two, were we meant to share? Another would be sent up with the amenities. Explained I didn't like being lied to about my room being an upgrade. Received another apology. Asked why not upgrade when there is availability online. She said there are no rooms left. I asked that if I booked what I saw online, would I receive that room. Answer is yes. So I explained there is a room available. Manager said no rooms are available for upgrades. I queried then what "space available upgrade" actually means. Didn't get anywhere. She then said the only difference is the deluxe plus room has a renovated bathroom. She said its smaller and has an internal view and mines actually better. Suspect that was to just appease me, who knows. Could no longer be bothered arguing. Told I'd get 20k points for the other stuff ups.

The amenities were brought up, but no second robe. Had to call for that to be delivered. Sigh

Oh, and I didn't realise when booking this hotel that there is no EL. Instead you get a voucher for a continental breakfast (or can be used as a $10 voucher) in the restaurant. Silly me. I just assumed that at $500 AUD a night in the middle of downtown Boston there would be an EL.

Curtains barely covered the windows properly. Gets pretty light in the morning. Bedside table only on one side of the bed due to room layout.

Having said all that, the room was a decent size and quite comfortable. Location is excellent.

Might stay here again. Boston hotels were all expensive.

Next stop is Hilton Singapore. Looking forward to a better experience there than the last three.

 

[Fifa]

Hilton Kuala Lumpur
Status: Diamond
Booked: King Hilton Deluxe
Received: Grand Executive Suite

I'm on a roll! This stay is for three nights - the first and third nights are in my name and the middle night is in my +1's name (both Diamond).
We have been upgraded for all three nights.
The room is an unusual shape with a toilet and basin off the entry, dining/lounge room then through a study area with walk in robe, and onto the bedroom with a large open bathroom (the doors can be slid closed). Timber floors and really modern touches that I like.

The staff at this hotel are exceptional. It could easily be a Conrad.
Off to afternoon tea in the lounge now...

 

[Buzzard]

Currently staying at HSW.
Status: Diamond
On checkin, the hotel can find no record of my booking either by name or HHonors number. Funnily enough my friends who checked in yesterday had the same problem but unlike me they had their reservation number so lesson learned.
As a Diamond was offered a discount rate of $300/night instead of $500+ with lounge access (hello, i get that as a Diamond) which I accepted on the condition the matter is rectified when I provide my reservation details.
Shortly after settling into my room I provide the number (had to ring +1 at home) don't get any sort of apology but am told i got an upgrade from Guestroom Plus to a King Deluxe. Huh??
I got the room they were going to charge me $300 for and what the heck is a King Deluxe at HSW? Never heard of such a room, but I stand to be corrected.

 

[JessicaTam]

Hilton Kuala Lumpur
Status: Diamond
Booked: King Hilton Deluxe
Received: Grand Executive Suite

I'm on a roll! This stay is for three nights - the first and third nights are in my name and the middle night is in my +1's name (both Diamond).
We have been upgraded for all three nights.
The room is an unusual shape with a toilet and basin off the entry, dining/lounge room then through a study area with walk in robe, and onto the bedroom with a large open bathroom (the doors can be slid closed). Timber floors and really modern touches that I like.

The staff at this hotel are exceptional. It could easily be a Conrad.
Off to afternoon tea in the lounge now...

I like the layout of those rooms. KL know how to look after their high status guests ...

Currently staying at HSW.
Status: Diamond
On checkin, the hotel can find no record of my booking either by name or HHonors number. Funnily enough my friends who checked in yesterday had the same problem but unlike me they had their reservation number so lesson learned.
As a Diamond was offered a discount rate of $300/night instead of $500+ with lounge access (hello, i get that as a Diamond) which I accepted on the condition the matter is rectified when I provide my reservation details.
Shortly after settling into my room I provide the number (had to ring +1 at home) don't get any sort of apology but am told i got an upgrade from Guestroom Plus to a King Deluxe. Huh??
I got the room they were going to charge me $300 for and what the heck is a King Deluxe at HSW? Never heard of such a room, but I stand to be corrected.

... and HSW appear not to be able to. Very poor. And out of character.

 

[Deleted member 29185]

Currently staying at HSW.
Status: Diamond
am told i got an upgrade from Guestroom Plus to a King Deluxe. Huh??
I got the room they were going to charge me $300 for and what the heck is a King Deluxe at HSW? Never heard of such a room, but I stand to be corrected.

You might see Lisa there Buz. No fabulous upgrade for her either. Just a city view. Basically every stay we have is upgrade disappointing. Seems one needs to be a very regular guest to receive one of the "special" upgrades which get bandied around here so often. FWIW, HSW seems to be in all kinds of difficulty dealing with Mel. Cup.

 

[RoMambai]

Currently at the Doubletree Johor Bahru
Status: Gold
Booked: Redeemed a standard room for 10,000 points per night (fantastic value imo)
Recieved: Complementary breakfast in the restaurant (which is the stuff of legend), internet and fruit platter.

Still the best place to stay in JB. Does a roaring trade with Chinese tour groups. Pool and gym oklah. Wasn't given access to the EL. At 10,000 points per night, this place is a steal.

 

[Buzzard]

Coffee tax at HSW for Diamonds since 1 October.
When I queried my upgrade as a Diamond, I was told that even though a KH Plus is the same type of room as the KH Deluxe I was given, it is an upgrade because the Deluxe rooms are on floors 7 to 15 whilst the Plus are on 5 & 6. I was also told that had I booked the cheaper Guest Room as a Diamond I would have ended up with the Deluxe anyway.

 

[Daver6]

Hilton Singapore
Status: Diamond
Booked: King Deluxe
Received: King premium room

Arrived early and checked-in in the EL. No suites available and room not ready (10:30am). Waited in the EL till midday for the room. Was well looked after. The premium rooms have a renovated bathroom. Offered breakfast either in the EL or full downstairs at no extra cost. EL breakfast was pretty good with hot food. Tried downstairs this morning. More variety but busy.

Chalk and cheese compared to US Hiltons. Would definitely stay here again. Previously stayed at the Conrad. Both great hotels.

 

[Moopere]

Coffee tax at HSW for Diamonds since 1 October.
When I queried my upgrade as a Diamond, I was told that even though a KH Plus is the same type of room as the KH Deluxe I was given, it is an upgrade because the Deluxe rooms are on floors 7 to 15 whilst the Plus are on 5 & 6. I was also told that had I booked the cheaper Guest Room as a Diamond I would have ended up with the Deluxe anyway.

Penny pinching and verbal malarkey. I can get that at any number of mid range hotels at half the price. Its the reason I've not stayed at a hilton property in Australia for a year (DT excepted as they haven't so far decided to play these funny games with me).

I'm sure they won't miss me. I wish them well in their continuing pursuit of high priced below par product and services.

btw, enjoying DT KUL immensely as I always do. Hilton KL is lovely also. I keep my status in HH only for Asia where the pricing is good and the service impeccable.

 

[drross]

Hilton Gatwick
Status: Diamond
Booked: Cheapest room
Received: Junior suite

Arrived at the hotel about 7:20pm and there was a decent size check-in queue. Went to the EL to check-in and was upgraded to an exec room. Asked about suite availability and mention I'll be checking out at 5am. Upgraded to the junior suite. Pretty happy with that.

Lounge is small and quite packed. Food offering was average. After 4 days of solid drinking in London, I was that keen on alcohol but still had a beer. Went to the lobby bar for a burger for dinner.

Would happily stay here again. Pics to come in my TR thread later.

had a similar very quick stay there last year - really quite enjoyable ad would definitely stay again

 

[GoldCanyon340]

Hilton Kuala Lumpur
Status: Diamond
Booked: King Hilton Deluxe
Received: Grand Executive Suite

I'm on a roll! This stay is for three nights - the first and third nights are in my name and the middle night is in my +1's name (both Diamond).
We have been upgraded for all three nights.
The room is an unusual shape with a toilet and basin off the entry, dining/lounge room then through a study area with walk in robe, and onto the bedroom with a large open bathroom (the doors can be slid closed). Timber floors and really modern touches that I like.

The staff at this hotel are exceptional. It could easily be a Conrad.
Off to afternoon tea in the lounge now...

There's great staff at this hotel.

 

[Isochronous]

So many conflicting reviews about this hotel, I can see why. Were you given a reason for no upgrade?
If hotel not full they should give you at least one level up. Even the stingy "real" Waldorf properties do that.

I was told they were fully booked.

It was a 6 night booking but I'm surprised that they really were sold out of Executive Rooms and Junior Suites for the whole period. Some respect should have been shown for a Diamond booking 2 rooms for 6 nights each, at Deluxe level (i.e. already above the base Superior room).

Location of this hotel is fantastic - backs on to Covent Garden so you truly are in the heart of London. I suspect they trade off the location - that being said, the rooms are renovated and the staff friendly, but the breakfast could benefit from greater variety and certain areas of the hotel (e.g. gym, lobby areas) are in need of a makeover.

 

[Isochronous]

Conrad London St James
Hhonors Status: Diamond
Booked: King Superior
Received: Upgraded to King Deluxe

This is a great hotel which is walking distance to Westminster, Big Ben, and Buckingham Palace. Breakfast spread was excellent, the fresh strawberries on offer as part of the fruit buffet went particularly well with the waffles.

All areas of the hotel and room are very modern, including rainforest shower and separate bath. Only downside is the small gym and lack of sauna/steam room.

Across the road from St James Park Tube Station, so very convenient for PT

 

[boomy]

Conrad London St James
Hhonors Status: Diamond
Booked: King Superior
Received: Upgraded to King Deluxe

This is a great hotel which is walking distance to Westminster, Big Ben, and Buckingham Palace. Breakfast spread was excellent, the fresh strawberries on offer as part of the fruit buffet went particularly well with the waffles.

What's their current policy on the a-la-carte menu for diamonds? When stayed there earlier this year they were in transition from offering it for free to charging a set amount. Wondering what they ended up doing because their a-la-carte menu was very good.

 

[Isochronous]

What's their current policy on the a-la-carte menu for diamonds? When stayed there earlier this year they were in transition from offering it for free to charging a set amount. Wondering what they ended up doing because their a-la-carte menu was very good.

For breakfast you mean?

I didn't expressly ask and wasn't offered. The waitress did offer me eggs cooked to order, but when I asked for an omelette I was told that wasn't included.

 

[boomy]

For breakfast you mean?

I didn't expressly ask and wasn't offered. The waitress did offer me eggs cooked to order, but when I asked for an omelette I was told that wasn't included.

Yes I was talking about the breakfast. If they didn't offer you the menu then it's definitely not complementary anymore. At least can order fried eggs...

 

[Ewing]

What's their current policy on the a-la-carte menu for diamonds? When stayed there earlier this year they were in transition from offering it for free to charging a set amount. Wondering what they ended up doing because their a-la-carte menu was very good.

As a Diamond staying there from the 17-21 October, I was offered a choice of breakfast in the lounge or restaurant.

While there seemed to be pricing in the lounge for a la carte items, there certainly wasn't a charge in the restaurant for the omelettes that I ordered.

An excellent hotel. I'm just disappointed that I only discovered the excellent afternoon tea that's provided in the lounge on my last day!