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.

 

[Kolo]

Status: Diamond
Property: Hilton Millenium Bangkok
Date: 29 Sept - 5 October
Room Booked: Standard
Room Received: Executive

Got everything as expected plus more: upgrade, lounge, free internet, water bottles replaced each day. Enjoyed the stay. Quite liked the location. First stay in BKK so wasn't sure what area would be the best, and in hindsight happy with the choice. Easy to get to the tourist highlights, and don't care much for the bustle of shopping areas. Shuttle boats easy and frequent with good connection to Skytrain. Stayed in once night for dinner at Prime which was superb. Lounge great for coughtails, pretty good for breakfast with a comprehensive range of choices, although one morning we were early and the food in the bain maries was cold. It appears they pre-cook and chill the food and expect the BMs to heat the food, so that was disappointing. Would prefer the items to be cooked fresh. (They do cook the eggs on the spot). We'd recommend this hotel.

 

[Major]

Status: Diamond
Property: Hilton Millenium Bangkok
Date: 29 Sept - 5 October
Room Booked: Standard
Room Received: Executive

Got everything as expected plus more: upgrade, lounge, free internet, water bottles replaced each day. Enjoyed the stay. Quite liked the location. First stay in BKK so wasn't sure what area would be the best, and in hindsight happy with the choice. Easy to get to the tourist highlights, and don't care much for the bustle of shopping areas. Shuttle boats easy and frequent with good connection to Skytrain. Stayed in once night for dinner at Prime which was superb. Lounge great for coughtails, pretty good for breakfast with a comprehensive range of choices, although one morning we were early and the food in the bain maries was cold. It appears they pre-cook and chill the food and expect the BMs to heat the food, so that was disappointing. Would prefer the items to be cooked fresh. (They do cook the eggs on the spot). We'd recommend this hotel.

This is a great Hilton. The view from the lounge is fantastic and the service is outstanding

 

[PrincessK]

Are we becoming too fussy?
Though seriously these sorts of irregularities appear to becoming more prevalent in Hiltons notably across Australia of late.

I know much of that sounds pedantic, and it probably was, but in combination it all added up to being enough to just make me think the service was poor across the property.

At a bare minimum, as a Diamond ( or even a non-status guest) I do expect my room to be ready 2.5 hours after the official checkin time.

 

[Hvr]

This is a great Hilton. The view from the lounge is fantastic and the service is outstanding

Have never had a good stay at the Hilton Millennium BKK and have given it a couple of goes. Am currently in Double Tree BKK and loving it, will write a report soon.

 

[jetlagger]

I know much of that sounds pedantic, and it probably was, but in combination it all added up to being enough to just make me think the service was poor across the property.

At a bare minimum, as a Diamond ( or even a non-status guest) I do expect my room to be ready 2.5 hours after the official checkin time.

I totally agree.
It was a general question, even to myself, whom I often find the small details can become major annoyances & especially IMO for elite & loyal guests, the properties in question should try a little harder in improving the guests level of satisfaction.. within their available working parameters of course.

 

[boomy]

At a bare minimum, as a Diamond ( or even a non-status guest) I do expect my room to be ready 2.5 hours after the official checkin time.

You are absolutely right. There is no excuse for a room not being ready by 2pm, especially when the latest checkout, even for diamond members, at Hilton Brisbane is 1pm.

 

[Hvr]

Status: Diamond
Property: HOTP
Date: 16 Oct
Room Booked: Standard
Room Received: Relaxation Suite

Used points to book this room and was greeted with a very nice welcome back Mr Hvr, very good to see you again etc. Upgraded to relaxation suite which was quite good for a short stay (checked in about 7pm and left at 5am). There was a trainee front desk person learning and the instruction was quite good without disrupting the check in process. Because I was using points it was a slightly different process and this was explained to the trainee.

The importance of Diamond members was explained in a way that was informative for the trainee and demonstrated that the trainer was genuine in her approach towards me.

Food was ok in the executive lounge but since I wasn't drinking alcohol I was totally ignored by the staff. Those who were drinking alcohol were constantly being asked if they would like a refill or to try another type of wine etc.

I had to keep getting up to get another bottle of Diet Coke and topping up the ice in my glass. At one stage there were four empty bottles on my table.

This is quite normal behaviour in the HOTP EL so I wasn't surprised, just disappointed.

The EL staff let down the hotel in this regard whereas the front desk staff are extremely professional and you know they are highly competent in their role.

 

[Hvr]

Status: Diamond
Property: DoubleTree Bangkok
Date: 17 and 20 October
Room Booked: Standard
Room Received: Executive

This is a very new hotel in Sukhumvit and they really do want to impress visitors. I think I've mentioned before that they look after Diamond level members and both visits here were impressive.

The warm cookie starts the journey and a very quick check in meant I was quickly in my upgraded corner room. The Evelyn and Crabtree bathroom products are very nice and the leftovers made it home.

There was a sweet tray in my room with four different treats ranging from jelly to a cake topped with DoubleTree written on the icing.

There is no executive lounge here but free standard drinks are offered at the Mosaic bar between 6-8pm.

Breakfast downstairs is a little disorganised but the food is great as is the service.

Late check out, not a problem for Diamond guests, yes sir 2pm is fine.

The staff are genuinely friendly and happy to see you with a big smile.

The Sukhumvit Hilton is basically out the back door and the staff member who walked me over there introduced me to the staff as a Diamond guest who was coming to check in.

 

[hummel]

Status: Diamond
Property: DoubleTree Bangkok
Date: 17 and 20 October
Room Booked: Standard
Room Received: Executive

This is a very new hotel in Sukhumvit and they really do want to impress visitors. I think I've mentioned before that they look after Diamond level members and both visits here were impressive.

The warm cookie starts the journey and a very quick check in meant I was quickly in my upgraded corner room. The Evelyn and Crabtree bathroom products are very nice and the leftovers made it home.

There was a sweet tray in my room with four different treats ranging from jelly to a cake topped with DoubleTree written on the icing.

There is no executive lounge here but free standard drinks are offered at the Mosaic bar between 6-8pm.

Breakfast downstairs is a little disorganised but the food is great as is the service.

Late check out, not a problem for Diamond guests, yes sir 2pm is fine.

The staff are genuinely friendly and happy to see you with a big smile.

The Sukhumvit Hilton is basically out the back door and the staff member who walked me over there introduced me to the staff as a Diamond guest who was coming to check in.

Thanks for your experiences Hvr, I've got a room booked there and Sukhumvit Hilton and have been tossing up between the two...

 

[Hvr]

Status: Diamond
Property: Hilton Sukhumvit Bangkok
Date: 18 October
Room Booked: Standard
Room Received: Small suite

So once introduced to the check in staff I was taken to the executive lounge and offered a drink with apologies that my room wasn't yet available but that I was welcome to stay there until it was (which was about 10 minutes).

Once the check in process was completed and I finished possibly the best hot chocolate I've had in Thailand I was escorted to my suite, shown around and reminded of the executive lounge times and where breakfast would be served. There was no problem asking and receiving a late check out.

I asked for a firm pillow and a couple of minutes after I arrived in my room a person from housekeeping arrived with the most amazing pillow I have ever slept on.

There was a wide variety of food in the EL and the Diet Coke was kept topped up.

Breakfast was excellent and lasted me until dinner.

There is a bit of staff crossover between DoubleTree and Hilton which could be a problem if they perceived there to be a difference in required service standards, however, they strive to treat people to the higher Hilton standard at both properties so this works well.

 

[Hvr]

Status: Diamond
Property: Conrad Bangkok
Date: 21 October
Room Booked: Standard
Room Received: Executive

I have stayed at the Conrad BKK several times and have decided to use it for my last night in BKK. Save the best for last as it were.

Once the staff know you're a Diamond you're taken to your room for check in which also allows them to show you the room. As mentioned previously I was asked about check out time and 3pm was of course available.

There was a fruit tray and chocolate selection for me on the table and they were very nice thank you. I love dragon fruit and it was very easy to eat a whole one. The Conrad really does think of everything it was explained to me that the complimentary water was in the fridge. I have mentioned this at a previous stay there so either they've looked at their notes or changed their procedure.

However it came about the outcome was appreciated.

The bathroom products, Aromatherapy Associates from Singapore are wonderful and also came home with me. The actual bath was huge and had a lovely view of the city. Although, in a city used to sights of various types I decided it was better to keep the window shutters closed whilst availing myself of the luxurious bath.

The EL was just the way it should be done, I barely had time to finish my drink before I was asked if I would like it refreshed. The staff were efficient without being officious.

Breakfast in the EL the next morning was just as good, as I arrived a prized window seat opened up. The staff member saw me looking at it and arranged for it to be prepared for me. Done within 30 seconds and time to enjoy a delicious breakfast. They have a real pop up toaster which meant it was easy for me to get my toast and (self supplied) Vegemite done just right.

Check out was done with typical efficiency and best wishes and a hope to see you back soon.

 

[JessicaTam]

Who was working the lounge in HOTP? Wish was going on holiday for a while, so it is possible that her replacement was not up to her excellent standard.

 

[turtlemichael]

Status: Diamond
Property: Hilton Berlin
Date: Sept 30-Oct 1and Oct 18-23
Rate: Great Getaway promotion 94 euros pn
Room Booked: Hilton King
Room Received: Executive King
Received water daily and nuts. Excellent internet connection. Front desk very helpful with supplies after BA lost our luggage. We liked this hotel very much. The room was small but well designed with comfortable bed. The bathroon was cramped with shower over a slippery bath. The style and colouring reminded me of the IC Sydney - browns and beiges everywhere. Hotel is well located on the U bahn in old East Berlin and a 10 euro taxi ride to the hauptbahnhof. It is easily walkable to the Brandenberg Gate. The executive lounge served a very good breakfast and evening coughtails 6.00pm-8.30pm were self serve. There was a full range of spirits and the snacks were very good to o. All up,t he best Hilton I've experienced in Europe so far.

 

[anat0l]

Status: Diamond
Property: Hilton Berlin
Date: Sept 30-Oct 1and Oct 18-23
Rate: Great Getaway promotion 94 euros pn
Room Booked: Hilton King
Room Received: Executive King
Received water daily and nuts. Excellent internet connection. Front desk very helpful with supplies after BA lost our luggage. We liked this hotel very much. The room was small but well designed with comfortable bed. The bathroon was cramped with shower over a slippery bath. The style and colouring reminded me of the IC Sydney - browns and beiges everywhere. Hotel is well located on the U bahn in old East Berlin and a 10 euro taxi ride to the hauptbahnhof. It is easily walkable to the Brandenberg Gate. The executive lounge served a very good breakfast and evening coughtails 6.00pm-8.30pm were self serve. There was a full range of spirits and the snacks were very good to o. All up,t he best Hilton I've experienced in Europe so far.

Funny enough, about a couple of months ago, my parents flew into TXL from LHR on BA, and one of my mum's bags was left behind in LHR (went on the flight the next day).

 

[QF029]

Hvr do you prefer the DoubleTree or Hilton? Would you think the Hilton is worth an extra 10k points a night?

 

[Hvr]

Hvr do you prefer the DoubleTree or Hilton? Would you think the Hilton is worth an extra 10k points a night?

I think I prefer the DoubleTree because the shampoo etc are IMHO better. No, the only real difference is lounge access in the Hilton. Quality of fittings is much the same.

 

[marki]

Are we becoming too fussy?
Though seriously these sorts of irregularities appear to becoming more prevalent in Hiltons notably across Australia of late.

Must agree with you the experiences are getting worse not only in Oz but my last stay in the UK. And Arrgh !!! I am staying at the Hilton in Sydney this November I really hope this is not what is waiting for us,

 

[cgoh]

Hilton treats me really well for the last two stays!

Status: Diamond
Property: HOTP
Date: 24 October
Room Booked: Standard King
Room Received: Relaxation Suite

What else can I say about this Hotel, they look after elites really well and I love their check in angels, always remember who I am and always joked about HOTP being my second home!

Status: Diamond
Property: Hilton KL Sentral
Date: 27 October
Room Booked: Standard
Room Received: Grand Executive Suite with private balcony and a large Jacuzzi

8th stay this year at this hotel, and at 100% success rate for upgrade. Love the balcony and the jacuzzi, I am going in for a dip later

 

[hgwells01]

Status: Diamond
Property: HOTP
Date: 25/26 October
Room Booked: Standard Guest Room
Room Received: Relaxation Suite

I can't remember when HOTP has not given me an upgrade to a relaxation suite in the last two years and that includes when I book for a week in Mar on points and pay! Perfect service again, lovely to see Trevor on the door and the desk angels greeted me by name.

 

[turtlemichael]

Status: Diamond
Property: Hilton Dresden
Date: Oct 25 - 28
Rate: Great Getaway promotion 86 euros pn
Room Booked: Standard Queen
Room Received: Executive Queen

This hotel is superbly located just steps from the Frauenkirche in Dresden's Old Town. We awoke to the sound of horses pulling tourist carriages on the cobblestones - not usual at a Hilton. Received water daily and two chocolates. Excellent internet connection. Room was small and dated but good bed. Hotel itself was very East German in style and layout with long corridors and it was 170 steps from the lift to the room. I counted them. The hotel had numerous restaurants including a decent steakhouse. Option to eat breakfast in the lounge or restaurant was given. Both were good though the lounge was cramped around the food display. Evening drinks 6.00pm- 8.00pm on the weekend were self serve with a wide sprit selection. Canapes were a bit tired. All up, pleasant hotel and a winner for its fantastic location near everything particularly at the rate I got. Dresden has once again become a great tourism city.