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.

 

[Princess Fiona]

You must be very unlucky as we've basically never stayed at this property without getting a room upgrade. I actually thought that it's rather the usual to get one

Nope definitely not.
I would have stayed here more than 50 times and rarely receive one.

 

[Ryan Bingham]

Nope definitely not.
I would have stayed here more than 50 times and rarely receive one.

I wouldn't say 50x, but I received an upgrade the 1st time I checked in as a Diamond (thanks to the Velocity Plat status match) and never again.

And I'm not talking about moving me up 6 floors to an Exec level room. As Julia Roberts (Vivian) said in Pretty Woman: "That's just geography." I get the EL access regardless.

 

[Berlin]

Nope definitely not.
I would have stayed here more than 50 times and rarely receive one.

Wow- I must be very lucky with this property then! Shame that I now live back in Sydney so no need (though we had a lovely inner city holiday at home last year and got a lovely high floor suite).

 

[bits]

Property: Hilton Sydney
Date: 26-28 Jan 23
Room booked: King Room
Rate: Award room (91,000pts + ~$56)
Received: King Executive Room, 12pm 'late' check out.

Occupancy quite high given the Australia Day public holiday and also a conference group in on subsequent days, so no notable upgrade to speak of. The prawns in the executive lounge were a bit ordinary on first night, but very large and nicer on the Saturday night.

 

[ChrisFlyer]

Property: Hilton Sydney
Date: 26-28 Jan 23
Room booked: King Room
Rate: Award room (91,000pts + ~$56)
Received: King Executive Room, 12pm 'late' check out.

Occupancy quite high given the Australia Day public holiday and also a conference group in on subsequent days, so no notable upgrade to speak of. The prawns in the executive lounge were a bit ordinary on first night, but very large and nicer on the Saturday night.

Gold or Diamond?

 

[bits]

Gold or Diamond?

Diamond

 

[Freq Flier 2013]

Hilton Melbourne LQS
Gold
4 nights (M-F, Dec)
Rate: average about $245/n
Booked King Superior
Received King Premier, corner location

Didn't need early check-in but no problems with a delayed checkout (think it was 12pm instead of 11am which is all I'd asked for). Stay otherwise quite standard - basic breakfast covered but $10 upgrade fee for the full buffet, plus $5 for barista coffee. Random as the $10 upgrade at Hilton Sydney included the barista coffee on my most recent stay, but nonetheless.

Did you get upgrade and given access to the executive lounge?

 

[ChrisFlyer]

Did you get upgrade and given access to the executive lounge?

Upgrade as noted in the post, which wasn't to an Exec room, so no lounge.

 

[liamsal]

All stays as Diamond

Hilton Surfers Paradise
February ‘23 (1 night)
Rate: $160 Govt
Booked Guest Room
Received Deluxe Room
Was checked in and my card charged well before I arrived at the hotel oddly
Queried about an upgrade at check in and was told Deluxe was an upgrade and the best they could do despite there being 15+ paid upgrades available on the app
Did not ask for/need early check in/late check out

DoubleTree Flinders St
February ‘23 (1 night)
Rate: $296
Booked Flinders St Station View Room
Received Flinders St Station Room
Again I asked about an upgrade at check in a I could see paid options available on the app and was told that was an upgrade. I had to show them my email confirmation that I actually booked that room and they called the duty manager to come and verify the details. 5 minutes later and they offered a Skyline River View room, but said they don’t normally offer these upgrades. Thankfully I had booked a rate incl. breakfast so wasn’t charged to have the full buffet
Did not ask for/need early check in/late check out

Hilton Little Queen St Melbourne
February ‘23 (1 night)
Rate: $345
Booked Premier Room
Received Premier Room
I thought ahead and messaged a day before about an upgrade and was told they allocate the night before check in. Upon arrival was given my original booked room. I queried about an upgrade and was told none available despite seeing several paid upgrades on the app
Room not ready until normal check in time
Asked for a late checked out and was offered complimentary 1hr, any longer and would need to pay
Continental breakfast incl, $10 extra pp for full buffet

Pretty underwhelming stays imo

Off to Cairns later this week so fingers crossed something better up there

 

[Daver6]

All stays as Diamond

Hilton Surfers Paradise
February ‘23 (1 night)
Rate: $160 Govt
Booked Guest Room
Received Deluxe Room
Was checked in and my card charged well before I arrived at the hotel oddly
Queried about an upgrade at check in and was told Deluxe was an upgrade and the best they could do despite there being 15+ paid upgrades available on the app
Did not ask for/need early check in/late check out

DoubleTree Flinders St
February ‘23 (1 night)
Rate: $296
Booked Flinders St Station View Room
Received Flinders St Station Room
Again I asked about an upgrade at check in a I could see paid options available on the app and was told that was an upgrade. I had to show them my email confirmation that I actually booked that room and they called the duty manager to come and verify the details. 5 minutes later and they offered a Skyline River View room, but said they don’t normally offer these upgrades. Thankfully I had booked a rate incl. breakfast so wasn’t charged to have the full buffet
Did not ask for/need early check in/late check out

Hilton Little Queen St Melbourne
February ‘23 (1 night)
Rate: $345
Booked Premier Room
Received Premier Room
I thought ahead and messaged a day before about an upgrade and was told they allocate the night before check in. Upon arrival was given my original booked room. I queried about an upgrade and was told none available despite seeing several paid upgrades on the app
Room not ready until normal check in time
Asked for a late checked out and was offered complimentary 1hr, any longer and would need to pay
Continental breakfast incl, $10 extra pp for full buffet

Pretty underwhelming stays imo

Off to Cairns later this week so fingers crossed something better up there

I'm so over hotels lying about no rooms available for an upgrade when there clearly are.

Not a HH hotel, but recently at The Jefferson in Richmond VA. Booked via Amex FHR which gets you an upgrade from your room. At check-in told no suites available so no upgrade. I pointed out that I could book several on their website right now. Suddenly I'm given a suite. Honestly, instead of being wowed you just land up resenting the hotel for not providing what they advertise.

 

[desafinado74]

All stays as Diamond

Hilton Surfers Paradise
February ‘23 (1 night)
Rate: $160 Govt
Booked Guest Room
Received Deluxe Room
Was checked in and my card charged well before I arrived at the hotel oddly
Queried about an upgrade at check in and was told Deluxe was an upgrade and the best they could do despite there being 15+ paid upgrades available on the app
Did not ask for/need early check in/late check out

DoubleTree Flinders St
February ‘23 (1 night)
Rate: $296
Booked Flinders St Station View Room
Received Flinders St Station Room
Again I asked about an upgrade at check in a I could see paid options available on the app and was told that was an upgrade. I had to show them my email confirmation that I actually booked that room and they called the duty manager to come and verify the details. 5 minutes later and they offered a Skyline River View room, but said they don’t normally offer these upgrades. Thankfully I had booked a rate incl. breakfast so wasn’t charged to have the full buffet
Did not ask for/need early check in/late check out

Hilton Little Queen St Melbourne
February ‘23 (1 night)
Rate: $345
Booked Premier Room
Received Premier Room
I thought ahead and messaged a day before about an upgrade and was told they allocate the night before check in. Upon arrival was given my original booked room. I queried about an upgrade and was told none available despite seeing several paid upgrades on the app
Room not ready until normal check in time
Asked for a late checked out and was offered complimentary 1hr, any longer and would need to pay
Continental breakfast incl, $10 extra pp for full buffet

Pretty underwhelming stays imo

Off to Cairns later this week so fingers crossed something better up there

That is a disgrace ! I wonder if HH properties in Asia are better when it comes to upgrades etc ?

 

[JessicaTam]

That is a disgrace ! I wonder if HH properties in Asia are better when it comes to upgrades etc ?

The term 'infinitely' springs to mind.

 

[Berlin]

That is a disgrace ! I wonder if HH properties in Asia are better when it comes to upgrades etc ?

That sucks- but I’m not surprised because Hhonours has become less and less attractive over the years.

And that Hilton in Surfer’s: Had so many bad experiences there (including a ridiculous “room service charge” for some ice cubes to the room, repeatedly) that we’re now actively avoiding it. Plus- what a dumb pool they got in the shade of its own building for most of the day, nah. Much prefer the renovated JW Marriott which is absolutely gorgeous. And has a water slide for the 40+ year olds

 

[Moindardt]

All stays as Diamond



Hilton Little Queen St Melbourne
February ‘23 (1 night)
Rate: $345
Booked Premier Room
Received Premier Room
I thought ahead and messaged a day before about an upgrade and was told they allocate the night before check in. Upon arrival was given my original booked room. I queried about an upgrade and was told none available despite seeing several paid upgrades on the app
Room not ready until normal check in time
Asked for a late checked out and was offered complimentary 1hr, any longer and would need to pay
Continental breakfast incl, $10 extra pp for full buffet

Thanks for this. Was just about to book but if they treat the Diamond this bad I'll book somewhere else. Gotten sick of rewarding hotels for terrible service and not delivering benefits they should.

 

[airly]

All stays as Diamond

Hilton Surfers Paradise
February ‘23 (1 night)
Rate: $160 Govt
Booked Guest Room
Received Deluxe Room
Was checked in and my card charged well before I arrived at the hotel oddly
Queried about an upgrade at check in and was told Deluxe was an upgrade and the best they could do despite there being 15+ paid upgrades available on the app
Did not ask for/need early check in/late check out

DoubleTree Flinders St
February ‘23 (1 night)
Rate: $296
Booked Flinders St Station View Room
Received Flinders St Station Room
Again I asked about an upgrade at check in a I could see paid options available on the app and was told that was an upgrade. I had to show them my email confirmation that I actually booked that room and they called the duty manager to come and verify the details. 5 minutes later and they offered a Skyline River View room, but said they don’t normally offer these upgrades. Thankfully I had booked a rate incl. breakfast so wasn’t charged to have the full buffet
Did not ask for/need early check in/late check out

Hilton Little Queen St Melbourne
February ‘23 (1 night)
Rate: $345
Booked Premier Room
Received Premier Room
I thought ahead and messaged a day before about an upgrade and was told they allocate the night before check in. Upon arrival was given my original booked room. I queried about an upgrade and was told none available despite seeing several paid upgrades on the app
Room not ready until normal check in time
Asked for a late checked out and was offered complimentary 1hr, any longer and would need to pay
Continental breakfast incl, $10 extra pp for full buffet

Pretty underwhelming stays imo

Off to Cairns later this week so fingers crossed something better up there

After reading your post, I don't think I will stay for 1 night ($200) to keep my Gold status.

 

[liamsal]

Sadly Cairns wasn’t much better (again both as Diamond)

DoubleTree Cairns
1 night (Feb ‘23)
Booked: Dbl Superior Room with Balcony
Received: Guest Room (was actually downgraded)
A few days prior to the trip, I no longer needed a 2x bed room so contacted the hotel and asked to swap to a King. They said yes and swapped me into a King Deluxe Room (which was a downgrade but I wasn’t fussed as I asked for a room change). I could see this change in the app too.

The morning of the stay I checked the app and saw my room had been changed from King Deluxe to a King Guest (and still said ‘you’ve been upgraded!’ which was rather funny). At check in reception confirmed I was in a King Guest. I told them I had actually been downgraded and showed them the app and my original booking email. They said they had a Dbl room on a higher floor available otherwise they had no other room types due to the renovations.

I said I was pretty disappointed and they mentioned they had a free happy hour from 5-6pm with free drinks to make up for the renovations (available to anyone, not just Diamonds). I asked if I was going to be compensated at all for the room difference and was told there was nothing they could do.

Shortly after getting up to the room I received a bottle of wine, chocolate and small platter with welcome letter from the GM.

Funnily enough I received 2 text messages several hours after I had checked out asking me how my stay was. I replied to the first letting them know I had already checked out and got the second message an hour or so later.


Hilton Cairns
1 night (Feb ‘23)
Booked: King Executive Room
Received: King Spa Room
Arrived late so didn’t use the lounge. Was given a complimentary bottle of wine and chocolate at check in. Full buffet was included as was barista coffee for Diamonds. Received late check out of 2:15pm. The recognition here was much better but again could see several higher room types available as paid upgrades at time of check in.

—-

For those following at home, I got a ‘how was your stay’ email after my DoubleTree stay in Melbourne and gave them some feedback. Received a reply from someone at the hotel apologizing and offering 25k HH points. They also stated all Hilton brands across Australia no longer offer commentary full buffet breakfast for Diamonds (only continental). Maybe Brisbane, Surfers and Sydney just like looking after the regulars.

 

[Flashback]

Sadly Cairns wasn’t much better (again both as Diamond)

DoubleTree Cairns
1 night (Feb ‘23)
Booked: Dbl Superior Room with Balcony
Received: Guest Room (was actually downgraded)
A few days prior to the trip, I no longer needed a 2x bed room so contacted the hotel and asked to swap to a King. They said yes and swapped me into a King Deluxe Room (which was a downgrade but I wasn’t fussed as I asked for a room change). I could see this change in the app too.

The morning of the stay I checked the app and saw my room had been changed from King Deluxe to a King Guest (and still said ‘you’ve been upgraded!’ which was rather funny). At check in reception confirmed I was in a King Guest. I told them I had actually been downgraded and showed them the app and my original booking email. They said they had a Dbl room on a higher floor available otherwise they had no other room types due to the renovations.

I said I was pretty disappointed and they mentioned they had a free happy hour from 5-6pm with free drinks to make up for the renovations (available to anyone, not just Diamonds). I asked if I was going to be compensated at all for the room difference and was told there was nothing they could do.

Shortly after getting up to the room I received a bottle of wine, chocolate and small platter with welcome letter from the GM.

Funnily enough I received 2 text messages several hours after I had checked out asking me how my stay was. I replied to the first letting them know I had already checked out and got the second message an hour or so later.


Hilton Cairns
1 night (Feb ‘23)
Booked: King Executive Room
Received: King Spa Room
Arrived late so didn’t use the lounge. Was given a complimentary bottle of wine and chocolate at check in. Full buffet was included as was barista coffee for Diamonds. Received late check out of 2:15pm. The recognition here was much better but again could see several higher room types available as paid upgrades at time of check in.

—-

For those following at home, I got a ‘how was your stay’ email after my DoubleTree stay in Melbourne and gave them some feedback. Received a reply from someone at the hotel apologizing and offering 25k HH points. They also stated all Hilton brands across Australia no longer offer commentary full buffet breakfast for Diamonds (only continental). Maybe Brisbane, Surfers and Sydney just like looking after the regulars.

Yes, well it is well known that the T&C's only allow for free continental breakfast so anything over and above that has been received in the past is purely goodwill.

 

[Berlin]

All just rather disappointing. I won't be using my Diamond status much this year and definitely won't be chasing for next year. Instead, we're doing our best (and are well on track to) fulfill our 60 Hyatt nights this year to continue our Globalist status there. Lots of new properties and brands even coming to Hyatt all the time so finally their coverage gets better and better which is great.

 

[desafinado74]

Looks like Diamond is only good in Asia and parts of Europe and Middle East.

I read that Marriott Bonvoy ain't much better. Like Berlin, I am going to look closely at the Hyatt status now. ( The Hyatt Centric properties actually look pretty nice! )

 

[Ryan Bingham]

We had a great experience with Conrad Hong Kong pre-Covid, but it's been downhill across the portfolio since then.

It might be beginner's luck, but my experience with IHG Diamond at the end of last year made me convert 40,000 pts to Ambassador since I wasn't going to make Diamond through qualification alone.

I'll gamble for the 1 night to retain Diamond offer that has been reported elsewhere to keep my Hilton active, but won't actively seek.