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.

 

[Deleted member 29185]

Ahh, I saw a dog coming down the lift!

Was it tall enough to reach the buttons?

 

[markis10]

I guess incidentals would also include the parking......@ $55 certainly puts a hole in $100 bond.

Thats a very good point, I avoid using hotel parking like the plague.

 

[hgwells01]

Status: Diamond
Property: Hilton on the Park
Date: 15 April - 18 Apr
Booked: King Hilton Guestroom
Received: Relaxation Suite

I can't remember when I've not been upgraded now at HOTP, next stay is at HSW will be interesting to see if I get an upgrade there next week.

 

[anat0l]

Any reason why properties take a cursory bond anyway?

They scan the card to take an imprint of your card, so they have full carte blanche to charge the card if they need to anyway.

I know several properties (including Hiltons) sometimes hold a charge of $1, because they know all they need is a credit card imprint.

 

[Ric]

Status: Gold
Property: Hilton Milan
Date: 3 - 7 Apr
Booked: King Hilton Guestroom
Received: Junior Suite
Rate: 125 EUR inclusive of tax
Free WiFi plus Executive Lounge access

 

[markis10]

Any reason why properties take a cursory bond anyway?

They scan the card to take an imprint of your card, so they have full carte blanche to charge the card if they need to anyway.

I know several properties (including Hiltons) sometimes hold a charge of $1, because they know all they need is a credit card imprint.

They take a bond to check if you have funds, not much point having a card number with no credit available.

 

[serfty]

Any reason why properties take a cursory bond anyway?

They scan the card to take an imprint of your card, so they have full carte blanche to charge the card if they need to anyway.

I know several properties (including Hiltons) sometimes hold a charge of $1, because they know all they need is a credit card imprint.

Different managements have different policies - on check-out from the HOP last week I found something quite interesting. They were training a new staff member and due to discussion involving me swapping my MAQ card (that I had presented for pre-auth) for an Amex, I found there are different procedures in place for different elite status levels.

 

[johnself]

Status: Diamond
Property: Hilton South Wharf
Date: 28 March - 3rd April
Booked: King Hilton Guestroom
Received: King Hilton Guestroom

Hotel fully booked and no upgrades available over the long weekend - understandable and didn't mind the standard room(the exec rooms are no better when Diamond with lounge access)


Status: Diamond
Property: Hilton on the Park
Date: 3rd April - 19th April (Long Stay!)
Booked: King Hilton Guestroom
Received: Relaxation Suite

Excellent stay in all respects and met a fellow AFFer for the first time (JessicaTam).

Status: Diamond
Property: Hilton South Wharf
Date: 19 April - 22 April
Booked: King Hilton Guestroom
Received: Yarra Suite

So far excellent!

 

[simongr]

Must have missed you on Wednesday night

 

[straitman]

Status: Diamond
Property: Conrad Centennial Singapore
Date: 16 - 18 April
Booked: Diamond Standard Room Reward
Received: Executive Room
Rate: 40,000 points per night
Water, Internet, Fantastic lounge service.



Status: Diamond
Property: Hilton Hanoi Opera Hotel
Date: 18 - 21st April
Booked: King Hilton Deluxe Room
Received: King Executive Room
Rate: Varied per night but average of approx $US130.90 per night
Water, Internet & very good executive lounge lounge staff with great canapés.

1. On arrival the staff had a debate whether we should be checked in down stairs or up at the lounge. It really didn't matter but not something that should be debated in front of the guest.
2. Room air conditioning barely adequate after being repaired, Room refrigerator useless even after being replaced once and room internet varies between hopeless and unusable. Exec lounge internet OK.
3. My HH profile is for a room away from the lifts and there is only one room closer to the lifts.
4. Curtains in the room very poor condition.
5. Overall quite disappointing as with not much extra effort these are things that could easily be sorted out.

 

[straitman]

Status: Diamond
Property: Hilton Hanoi Opera Hotel
Date: 18 - 21st April
Booked: King Hilton Deluxe Room
Received: King Executive Room
Rate: Varied per night but average of approx $US130.90 per night
Water, Internet & very good executive lounge lounge staff with great canapés.

1. On arrival the staff had a debate whether we should be checked in down stairs or up at the lounge. It really didn't matter but not something that should be debated in front of the guest.
2. Room air conditioning barely adequate after being repaired, Room refrigerator useless even after being replaced once and room internet varies between hopeless and unusable. Exec lounge internet OK.
3. My HH profile is for a room away from the lifts and there is only one room closer to the lifts.
4. Curtains in the room very poor condition.
5. Overall quite disappointing as with not much extra effort these are things that could easily be sorted out.

An update.

This morning I presented the duty manager with a comments sheet about our experience and he immediately resolved to sort things out and move us to a suite. As many say it is not all about getting it right all the time but about service recovery when things go wrong.

Tonight we have been moved to a lovely suite where the internet and the refrigerator work. The air conditioning is better though still not what I would consider normal but it is certainly better than our previous room. The staff here are brilliant and the exec lounge service, food and drinks and really great. Well done Hilton Hanoi Opera.

 

[mella2007]

Status: Gold
Property: Hilton Sydney
Date: 19th April
Booked: King Guest room
Received: King Executive Room, Personalised letter at check in, 2 bottles of water, Fruit, Phone call plus face to face chat with Manager (who knows me there now from many previous stays)
Rate: $278 Advance Purchase

Really a perfect stay. Always a pleasure at this hotel. The staff are fantastic, management brilliant and personalised service.
Executive Lounge found me some hairspray after I yet again needed static spray (a female thing!) for my dress! Great to catch up with the Duty Manager again. Very nice personalised letter upon check in welcoming me back. Usual benefits inc breakfast options, lounge etc etc

A few exciting plans happening within Hilton in Australia over the next 12 months which will be of benefit for many who enjoy the brand

 

[Moopere]

This morning I presented the duty manager with a comments sheet about our experience and he immediately resolved to sort things out and move us to a suite. As many say it is not all about getting it right all the time but about service recovery when things go wrong.

So true. Thanks for the update Bill - very relevant to me as I'm heading out to this property later this year and your first comment had me scratching my chin and pondering alternatives. I feel somewhat reassured now.

 

[Deleted member 29185]

The air conditioning is better though still not what I would consider normal

I often wonder if this is a money saving exercise. I noted Mirage Port Douglas had warm air cond (even at the coldest setting) although still cooler than outside (ie it was more comfortable with windows shut than open). I'm not certain about whether there are savings with chilled water plants or whether it's just a case of not big enough to keep up!

 

[Flashback]

Status: Gold
Property: Hilton Narita Airport
Rate: 11,000 JPY
Date: 20th April
Booked: Queen Guest room
Received: Queen Deluxe Plus room, 2 bottles of water, 2 vouchers for American breakfast, 2 vouchers for Health Club.

Quite a busy hotel, saw crews for Korean, Emirates, Air Canada, United (I think) and possibly one other too. That was all in the space of about 30 minutes, too! Shuttle bus to/from Narita is handy if wanting to get out of the hotel. The room is massive, which is nice. Not really much more to say about this property. Bog standard really, nothing bad but nothing stood out either.

 

[straitman]

So true. Thanks for the update Bill - very relevant to me as I'm heading out to this property later this year and your first comment had me scratching my chin and pondering alternatives. I feel somewhat reassured now.

There is a new HGI opening in Hanoi so that may be a consideration.

 

[Fifa]

Property: Conrad Centennial Singapore
Date: 16 - 18 April

Property: Hilton Hanoi Opera Hotel
Date: 18 - 21st April

Wow - you two get around.
Weren't you in Singapore and Vietnam last month too?

 

[Fifa]

A few exciting plans happening within Hilton in Australia over the next 12 months which will be of benefit for many who enjoy the brand

Do tell

 

[Fifa]

Status: Gold
Property: Hilton Narita Airport
Rate: 11,000 JPY
Date: 20th April
Booked: Queen Guest room
Received: Queen Deluxe Plus room, 2 bottles of water, 2 vouchers for American breakfast, 2 vouchers for Health Club.

Quite a busy hotel, saw crews for Korean, Emirates, Air Canada, United (I think) and possibly one other too. That was all in the space of about 30 minutes, too! Shuttle bus to/from Narita is handy if wanting to get out of the hotel. The room is massive, which is nice. Not really much more to say about this property. Bog standard really, nothing bad but nothing stood out either.

Thanks for the update Flashware.
We are staying there later this year for one night and I hope we get the same upgrade.
I've booked an AAA rate for 7,600 yen. Bargain when you consider it will include breakfast

 

[jetlagger]

An update.

This morning I presented the duty manager with a comments sheet about our experience and he immediately resolved to sort things out and move us to a suite. As many say it is not all about getting it right all the time but about service recovery when things go wrong.

Tonight we have been moved to a lovely suite where the internet and the refrigerator work. The air conditioning is better though still not what I would consider normal but it is certainly better than our previous room. The staff here are brilliant and the exec lounge service, food and drinks and really great. Well done Hilton Hanoi Opera.

[/COLOR][/COLOR][/COLOR][/COLOR][/COLOR][/COLOR][/COLOR][/COLOR][/COLOR][/COLOR][/COLOR][/COLOR][/COLOR][/COLOR][/COLOR][/COLOR]

Well done Bill,
As you well know, the recovery action is usually fairly consistent with HI, though as you mentioned the minor hard & soft product flaws should have been ideally sorted before the guest arrives.
Must have been a slight comical charade regarding the check in debate.
I've had a few of those 'fawlty towers" moments myself in certain hotels.
Wish you & Sue a pleasant trip & look forward to your updates.