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.

 

[Milboo]

Hilton Adelaide
2 rooms
Aside from advance texts, no real acknowledgement of Diamond status. Nothing in room at all - admittedly they did change the room for me but nothing moved when we went out later.

Had to ask for upgrade too.

 

[kermatu]

Property: Hilton Auckland
Date: Late July, two nights.
Status: Diamond
Booked: King Harbour View
Received: King Harbour View.

Late arrival (after midnight). Received the room I selected in online check-in earlier in the day (or day before). Specific apology for no upgrade but the usual bottle of wine was in the room as compensation. Plus three bottles of water (two from turndown, and chocs).

Staff everywhere great and most remembered me from previous stays. The doormen and concierge staff in particular.

Full buffet breakfast in the restaurant. Coffee tax initially advised (upon being seated) until Ana-Marie saw me and put a stop to that nonsense. Made it clear to staff anything I wanted was fine. Eggs (as already included in buffet), coffees, or items off the menu. All the staff there are great, not just to me, but very friendly with others too. They've added some Asian options to the buffet, which is pretty good overall.

Received four vouchers which I was able to use in the one sitting. Very specific drinks available on the Hilton Honours Menu -- gone are the days when I could get any drink and usually one more thrown in, followed by a generous tip to the barman or waiter. Pours were a bit stingy too. While I obviously can't complain at following the rules, it actually summed up my experiences in the Bellini bar in the evenings over a few stays this year - staff friendly enough but not at all proactive in going around to ask for orders or refills. Some customers who were eating one of the bar meals were getting up to order drinks during their meals. Bar was never so crowded as to justify this, in my opinion.

Other than that, and the steep price for a standard room, a very good stay.

 

[Moopere]

Property: Hilton PER
Date: 28-30 July, 4-6 Aug
Status: Diamond
Booked: Standard queen
Received: 3 nights in King Deluxe and 1 in Queen Suite
Price: $124-145/night


Never been here before but took a punt. Normally this property is out of my price range, but mid winter specials are hard to ignore.

After having stayed 4 nights I really like this property, though it desperately needs an exec lounge, the ticket they give you for a free drink and tapas at the bar is a nice touch, but not really an approximation of a normal lounge experience.

Diamond recognition here is excellent! Really. The staff are all top notch and remind me of why I usually stay at HH properties. Though the building is aging, the rooms are warm, welcoming and in good condition. The suite was particularly impressive, plenty of space and really well done. I'm a sucker for a king size bed though, so didn't press my luck trying for a Queen suite on the second stay - happy enough to stay in the king room.

I should mention that I appreciated the room upgrades on all my nights as the hotel on all four nights was showing as sold-out.

Valet parking is laughably overpriced at $55/night, but, the concierge is right on top of the job and cars appear and disappear within 5-10 minutes which is excellent and convenient.

 

[boomy]

I usually book directly with Hilton so forgive me for the stupid question but when booking with other websites do we still get points and stays credited?

(Booking.com have promo spend €225 get €75 back)

 

[drross]

I usually book directly with Hilton so forgive me for the stupid question but when booking with other websites do we still get points and stays credited?

(Booking.com have promo spend €225 get €75 back)

usually not boomy - but you could hit Hilton up for their price match guarantee - not sure you'd have any success though

 

[Aeolus]

H-PER
Booked: King Guestroom
Received: King Suite
Queen Suite remained elusive, was told there's less Queen suites than King and apparently if you book King Deluxe, if there's an upgrade, it won't be the Queen suite either due to the queen bed.
I informed Jono this trip that he has a fan club and showed him some of our posts. He was beaming and extremely touched. I think he deserves more accolades/recognition on Hilton feedback site besides AFF so that he can at least be recognised by Hilton and be rewarded for his fantastic customer service.

 

[Princess Fiona]

H-PER
Booked: King Guestroom
Received: King Suite
Queen Suite remained elusive, was told there's less Queen suites than King and apparently if you book King Deluxe, if there's an upgrade, it won't be the Queen suite either due to the queen bed.
I informed Jono this trip that he has a fan club and showed him some of our posts. He was beaming and extremely touched. I think he deserves more accolades/recognition on Hilton feedback site besides AFF so that he can at least be recognised by Hilton and be rewarded for his fantastic customer service.

I must be the odd one out here. I don't like the Queen suites and I would refuse one as an upgrade.
The bed is tiny and even although I travel alone mostly I love being able to spread out with twelfty pillows across a massive king bed

 

[Aeolus]

To be honest PF, I don't know if I'ld like it either but it's just ticking off every room type and somehow the queen suite remains elusive .

 

[Moindardt]

Property: Hilton Residences Surfers Paradise
Date: Last weekend
Status: Diamond
Booked: 3 Bedroom Apartment Ocean View Orchid Tower
Received: 3 Bedroom Apartment Ocean View Orchid Tower

Heard a lot of bad things about this place so followed the advice and insisted on Orchid Tower in booking. We were put on the 47th which had a lovely view towards the south. Exec Lounge for all 6 (Wife and 4 kids) and it was very nice. I ate in the restaurant one day and with one of the kids the next day. Once they saw Diamond, they didn't even comment on charging the extra which was a surprise. The parking was $20 per day (unlimited in and out). I just realised that they didn't charge us for both cars, just the one. The bar is very nice but no tv so we had to go upstairs to watch the game which was annoying. It is also a bit inconvenient.

One of the kids was sick on Saturday and vomited all over the carpet. I rang housekeeping and someone was in the room in less that 5 mins with cart in tow. For 3am, that is pretty amazing service.

Friends of ours stayed in the Boulevard Tower on level 9ish. They had a terrible time with the lifts. It really ruined their stay. Luckily, being on the 47th, we were always first in the lift. We did hear quite a few complaining about it and they did have a sign downstairs about busy times. As many have pointed out, the lifts are the single biggest problem.

Overall, we had an excellent stay with excellent recognition.

 

[kermatu]

Property: Hilton PER

... though it desperately needs an exec lounge, the ticket they give you for a free drink and tapas at the bar is a nice touch, but not really an approximation of a normal lounge experience.

Completely agree. The night I used my two vouchers the bar was a bit of a zoo, and while lucky to get a seat there was so much noise and movement that it was actually uncomfortable (for someone wanting a quiet drink and chance to catch up on emails etc). Admittedly that's fine for a bar to be lively of an early evening - but it's not a great substitute for a lounge. Nevertheless, the fact it acknowledges there's no lounge and offers some alternatives is worth appreciating.

 

[kermatu]

Property: Hilton Cairns
Date: Late July, five nights. $280 p/n
Status: Diamond
Booked: Exec Spa Suite
Received: Exec Spa Suite.

Decided to take a few days off between business travel to have my winter warmup in Cairns and return to a favourite old hotel. My favoured room (922) was marked as pre-assigned on online check-in so happily confirmed it. Hotel was full and didn't want an upgrade to 930 anyway.

Arrived close to midnight. Received all the usual paraphernalia: two bottles of water plus local chocolate block (2 bottles of water also in room already); a breakfast card stating full breakfast downstairs (never looked at once by the Cafe Sunrise staff); wifi details and notice of Exec Lounge rules/hours/benefits (sad to see Tara no longer there but Anne, Gemma and Naoki still going strong).

All staff fantastic as usual, with many remembering me by name and remembering breakfast preferences downstairs or in the lounge, and my usual order of drinks and what I change to through the evening. Naoki in particular managed the lounge extremely well, without any of the hiccups which some guests encounter when Gemma is running it in her own style! Cold canapes changed every night and the hot options now expanded to three and generally good with decent variety. A rare case of a genuine enhancement - in the true sense of the word.

Lounge now open from breakfast to 4:30pm, then 5pm to 8pm. 10:30 - 16:30 is water, coffee, soft drinks, and token biscuits. I only stopped in twice during this time and rarely saw anyone there, but nice to have the option and I think it's a low cost improvement to the hotel.

Had a superb spa treatment for the first time in a couple of years at the aiga spa - was a very reasonable price.

Housekeeping staff all remembered me and delivered extra waters and coffee pods.

A couple of negatives: breakfast now clearly includes a coffee tax (I didn't test as I had one in room and then in the lounge after breakfast); and other than basic eggs, anything else a bit more special that used to be free would now incur a charge - french toast, eggs benny etc.

And room service OK but a bit hit and miss. Had the seafood platter 3 nights (from main restaurant menu, not room service one, but kindly delivered anyway) but quantity and price varied each night -- in the opposite direction you'd expect. Complained third night and got a significant discount, but disappointed in this deterioration.

Overall though a lovely stay. It continues to feel more of a family-run hotel than a large chain. They've also acted, in time, on pretty much every suggestion I've ever given them - large or small - so I feel it worthwhile giving them feedback.

 

[Moopere]

I think he deserves more accolades/recognition on Hilton feedback site besides AFF so that he can at least be recognised by Hilton and be rewarded for his fantastic customer service.

Good lord! After all these years of patronising HH I had no idea there was a Hilton feedback site! Is this the Tripadvisor tie-in that they seem to have going or a dedicated Hilton feedback site? I'm all up for providing feedback for outstanding service and H-PER certainly left me feeling well looked after.

On the Queen suites - yes, the bed feels rather small given the -massive- king sized beds in the king rooms. Its a bit strange actually as the bedroom itself is very large indeed (at least the corner rooms are) and could easily fit a big king sized bed. The suite itself though is fabulous, very spacious and really well appointed.

 

[Cynicor]

Hilton Chester
Booked base room, some cheap rate.
Received presidential suite!

 

[foggy]

Hilton Chester
Booked base room, some cheap rate.
Received presidential suite!

is the presidential suite double the base room? in price?

 

[Cynicor]

is the presidential suite double the base room? in price?

No idea, tbh.

 

[boomy]

Hilton Chester
Booked base room, some cheap rate.
Received presidential suite!

Nice! Any photos?

 

[kermatu]

Property: Hilton Auckland
Date: Early August, two nights.
Status: Diamond
Booked: King Harbour View
Received: Bow Suite Floor 7.

Arrived just before 3pm and advised of the upgrade. Lovely greeting from Alice at front desk and the doormen as usual. Unfortunately just as I was about to get room keys was told guest still in there, had a late checkout (4pm). I decided just to wait but room wasn't available until 5:15pm which was a bit poor. No extra vouchers offered so I could have a free coffee in the bar. But was at least able to sit there with a coffee and do some work (it was set up for high tea so space a bit limited).

Room and view though were great and worth waiting for. No water in room - and when I returned after evening dinner/meeting the turndown service was missed. 4 bottles of water brought straight up after quick call.

Full buffet breakfast in the restaurant. Coffee tax and any charge for extra special menu items waived for me (staff have instructions from Ana-Marie!).

Similar average experience as last visit in the bar though - received four vouchers, but wine pours were minimal and table service very slow. I've given some feedback to the GM. Given it is a lovely, comfortable bar, it would be a viable alternative to an Exec Lounge if only the offerings were a little more generous (eg, any drink available via a voucher, and a share plate of food like at the Parmelia Hilton). Given the Pullman just up the road grants me most of this plus has a peaceful Exec lounge, I am directing more business there.

Still - the upgrade, lovely welcome and treatment at breakfast in particular made me happy.

 

[coolumbla]

Property: Hilton sydney
Date: today
Status: Diamond
Booked: hilton exec plus
Received: king suite

Welcome Mr C
seeing as it's your 25th stay we've upgraded you to the King suite

Always happens when I'm going to be on my own!


upgrades here are few and far between in my experience

nice touch though as it was probably the last time i stay here .Prices are getting ridiculous!

But with this i might give it another chance


C

 

[coolumbla]

Property: Hilton sydney
Date: today
Status: Diamond
Booked: hilton exec plus
Received: king suite

Welcome Mr C
seeing as it's your 25th stay we've upgraded you to the King suite

Always happens when I'm going to be on my own!


and my 25th stay luggage tag just arrived!

Ok I'm easily swayed I might stay again!


upgrades here are few and far between in my experience

nice touch though as it was probably the last time i stay here .Prices are getting ridiculous!

But with this i might give it another chance


C

 

[moa999]

Property: Hilton sydney
Date: Fri 25/8
Status: Gold
Booked: Guestroom plus $195
Received: Deluxe w/ exec

Unlike previous stays Hilton App showed an upgrade the day before to a Deluxe xx08 corner room with the long hallway, which stuck through the next day and checkin, so I figured no Exec.

But on check-in gave me slip with lounge access checked, although no bottle of wine (not that it was needed) in room.

A few minor quibbles in room (wifi login didn't work, no mini-bar contents and something else in the fridge), and no turn down (although maybe gold doesn't get this). Does anyone have an email for the manager as I have a few comments on how it was handled -- but otherwise a good stay.

Catering in the Exec Lounge was mixed.
Some fresh prawns and good looking salads.

But the only hot items were those small brown beef balls with tomato sauce and the small yellow chicken dumplings - both look like they've come in a big bag from Costco.

A first night staff member behind the bar getting some training from a more experienced but both were very friendly.

Do you have a photo of the 25th luggage tag??