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.

 

[netgrom]

A friend is thinking of joining myself and my family for a night at the Brisbane Hilton. As a diamond will she receive my benefits as well if I book both rooms?

Technically no only the member + 1 guest are entitled to the benefits. However, in some cases they may upgrade both room although that varies from hotel to hotel someone may be able to comment specifically on Brisbane as a recent Diamond who booked 2 rooms in Perth. Very unlikely you will receive breakfast for both rooms.

 

[annielee]

im no diamond (only gold), but for a recent stay at Hilton Tokyo, booked 3 rooms, and all rooms are upgraded to Deluxe with free breakfast for all as well..

 

[jbman]

Left a review on TripAdvisor and this morning, I received an email from the Front Office Director stating that negative reviews affects them and asked me to remove the review for 20k points or $100! What a joke. Just wondering whether anyone has experienced this before?

Report to Trip Advisor?

 

[Cynicor]

Technically no only the member + 1 guest are entitled to the benefits. However, in some cases they may upgrade both room although that varies from hotel to hotel someone may be able to comment specifically on Brisbane as a recent Diamond who booked 2 rooms in Perth. Very unlikely you will receive breakfast for both rooms.

Actually, I suggest it is more than likely to receive breakfast for both rooms. The only hotel I know of where I can practically guarantee you won't is CM Rangali.

 

[BLK343]

Report to Trip Advisor?

Reported to TripAdvisor and they will hopefully investigate the property in question

 

[yohy?!]

Conrad Bangkok
Date: 26th Dec 6 nights
Status: Diamond
Booked: Executive Room
Rate: 5,000thb per night
Received: Executive Room
No upgrade as hotel fully booked, daily fruit plate and complimentary elephant plush toy. Exec lounge staff very welcoming.

 

[albyd]

Property: Hilton Sydney
Date: Dec 13 1 night
Status: Diamond
Booked: King Hilton Deluxe Plus Room
Rate: $359
Received: King Hilton Deluxe Plus Room
No upgrade given when I asked. They were happy to sell me an upgrade for $200 and told me it was usually worth $400 which was declined.
Diamond benefits including breakfast at Glass were honored. Not surprised at the result given reports on this thread about HSYD's stinginess with giving diamonds upgrades.
[/QUOTE]

 

[boomy]

Property: Hilton Sydney
Date: Dec 13 1 night
Status: Diamond
Booked: King Hilton Deluxe Plus Room
Rate: $359
Received: King Hilton Deluxe Plus Room
No upgrade given when I asked. They were happy to sell me an upgrade for $200 and told me it was usually worth $400 which was declined.
Diamond benefits including breakfast at Glass were honored. Not surprised at the result given reports on this thread about HSYD's stinginess with giving diamonds upgrades.

[/QUOTE]

I suggest you write HSYD feedback. Not giving diamond an upgrade when there are rooms available is wrong and offering you to pay "only $200" is an insult! If they would try to pull this stunt on me I would be angry. It's one thing to say "we can only offer executive/relaxation room but if you like further upgrade to suite it will be $200 more" but to deny an upgrade and then trying to upsale one is despicable.

 

[Deleted member 29185]

Actually, I suggest it is more than likely to receive breakfast for both rooms. The only hotel I know of where I can practically guarantee you won't is CM Rangali.

Breakfast for 3 happily given by Conrad Rangali for us two years ago!

I can however state that Hilton Taupo would not entertain more than 2 comp continental breakie and it was rubbish and not worth paying (they wanted an extra NZ10 for hot which consisted of a boring selection of three items). In fact, I believe this is the only Hilton branded property we have stayed at that has not given the number of breakfasts commensurate with the number of people in the booking.

 

[dfcatch]

None at this stage.

Response from Hilton Times Square:
"I completely understand and agree with you, I would expect better service. My intention was not to offend you, but to offer you compensation.
Thank you for your feedback, I have taken corrective action.



If you return to our Hotel, please let me know ahead of time so I can set up and confirm an upgrade for you.

Regards-


OSCAR ARGUETA I DIRECTOR-FRONT OFFICE OPERATIONS"

Another insult as I've been compensated before but not bribed to remove my reviews!

Is this the chap that sent you the initial request?

Would you mind PM'ing me the initial response if you don't feel comfortable posting the whole thing online?

 

[dfcatch]

Property: Hilton Sydney
Date: Dec 13 1 night
Status: Diamond
Booked: King Hilton Deluxe Plus Room
Rate: $359
Received: King Hilton Deluxe Plus Room
No upgrade given when I asked. They were happy to sell me an upgrade for $200 and told me it was usually worth $400 which was declined.
Diamond benefits including breakfast at Glass were honored. Not surprised at the result given reports on this thread about HSYD's stinginess with giving diamonds upgrades.

[/QUOTE]

I would write to Hilton Worldwide ([email protected]) with a complaint on that.

As Boomy says - they can technically deny you a decent upgrade, and claim that they have upgraded "1 category", say to Exec Room. But you are, under brand and program standards, entitled to an upgrade if one is available.

In fact - if you would like - please PM me with your reservation details and I will raise it with Hilton Corporate myself.

 

[Cynicor]

Breakfast for 3 happily given by Conrad Rangali for us two years ago!

I can however state that Hilton Taupo would not entertain more than 2 comp continental breakie and it was rubbish and not worth paying (they wanted an extra NZ10 for hot which consisted of a boring selection of three items). In fact, I believe this is the only Hilton branded property we have stayed at that has not given the number of breakfasts commensurate with the number of people in the booking.

You had 3 rooms, or 2 rooms with 3 people, or just 3 in one room? The original post was about 2 rooms with breakfast for all.

 

[Deleted member 29185]

You had 3 rooms, or 2 rooms with 3 people, or just 3 in one room? The original post was about 2 rooms with breakfast for all.

CR - We had 1 room with 3 people and was extended 3 complementary breakfasts rather than two. I'd assume a breakfast is a breakfast, it gets consumed the same, no matter which room the guest sleeps in, but granted it was not exactly what you wrote.

H-TUO - We had a 3 bedroom apartment with 6 of us. Continental b/fast for 2 only.

 

[Daver6]

I would write to Hilton Worldwide ([email protected]) with a complaint on that.

As Boomy says - they can technically deny you a decent upgrade, and claim that they have upgraded "1 category", say to Exec Room. But you are, under brand and program standards, entitled to an upgrade if one is available.

In fact - if you would like - please PM me with your reservation details and I will raise it with Hilton Corporate myself.

This could fall into a similar category to what I experienced in Boston. There was a higher room available but I was told its not available for an upgrade (as a diamond). Obviously, sounds like complete rubbish to me.

Thinking about them asking you to remove the TripAdvisor negative review. I'd be inclined to now add the additional bribe they offered you to the review. People should be aware that the property is getting negative reviews removed by bribery.

 

[BLK343]

Is this the chap that sent you the initial request?

Would you mind PM'ing me the initial response if you don't feel comfortable posting the whole thing online?

PM sent. Thank you

 

[QF WP]

Well they're not treating anyone like an Elite at the moment. True, they advised that there are systems changs happening over a 3 hour period on their (USA) Saturday, but I've been unable to check-in now for over 8 hours. The stupid thing is they keep sending me messages asking me to check-in, so I think it's been fixed, sign in and still get to the last page and after clicking on the final confirmation page, I get:

Oh no! Our system is experiencing a little technical hiccup. We're working hard to fix it, so please check back later.

 

[straitman]

Well they're not treating anyone like an Elite at the moment. True, they advised that there are systems changs happening over a 3 hour period on their (USA) Saturday, but I've been unable to check-in now for over 8 hours. The stupid thing is they keep sending me messages asking me to check-in, so I think it's been fixed, sign in and still get to the last page and after clicking on the final confirmation page, I get:

This is Hilton remember.

A worse web site than either Qantas or Virgin Australia. :shock:

Good when it works but so often it doesn't.

 

[Dannyism]

Property: Hilton Parmelia Perth
Date: 19 Dec 2 nights
Status: Gold
Booked: Base Room
Rate: Sale fare ~90aud/night
Received: Upgrade one level
Breakfast: Full buffet comp.

 

[boomy]

Two separate stays last week at HSW:

1st stay: King Guestroom ---> Relaxation Suite.
2nd stay: King Guestroom ---> Yarra Suite.

Hotel was busy with holidaying families (it's that time of the year) so felt lucky with upgrades assuming suites were in high demand.

 

[QF WP]

I have them in the opposite order boomy - just checked in and told them (and showed screenshots) of my attempts over an 8 hour period to check-in yesterday using both the App and website. They are rushing the cleaning of my Yarra Suite for tonight and pre-assigned a Relaxation Suite for my 2 night stay later this week. Diamond does work sometime (plus my stay history).

Two separate stays last week:

1st stay: King Guestroom ---> Relaxation Suite.
2nd stay: King Guestroom ---> Yarra Suite.

Hotel was busy with holidaying families (it's that time of the year) so felt lucky with upgrades assuming suites were in high demand.