Hilton HHonors - Free breakfast for you, but not your spouse

Recent stay at Hilton Tokyo Bay where the reservation was for one person, but my spouse decided to go along too (an HHonors benefit clearly stated in writing).

Upon arrival I was given coupons for breakfast, but I did not realize that each coupon was only good for one person until the next morning when I handed it over to the executive lounge attendant (after filling our plates).

She informed me that I needed two coupons or I would have to pay for my wife. We left and I spoke to the assistant manager on duty, who informed me that it was their hotel's policy to honor my wife's stay at the hotel for free, but that any other benefits (use of the lounge, etc.) would have to be paid. He specifically noted that this was up to the hotel's discretion.

This is outrageous IMO. As an HHonors diamond member for many years I have traveled around the US and many other countries and never encountered this problem. In my experience, other properties under similar circumstances have quickly handed over additional coupons for my spouse to use.

I am not sure what the charge for breakfast and drinks would have been, but the principle of it struck me -- they invite me to have breakfast but leave my wife in the room alone (enjoying the privilege to be there for FREE)?

I plan to file a complaint with appropriate people, but wanted to hear if anyone else has had similar experiences?

I have occasionally have made errors excluding my wife from the reservation. After the intitial questioning, there has never been a problem with additional benefits like breakfast for my wife. Being at the Exec. Lounge, I see it as there should be even less trouble versus certs at a restaurant. You should have spoken to a manager if you already didn't. I always try to resolve any issues before I leave a hotel.

I have never had a problem like this that I could not resolve at the property. I agree that talking to the manager would be good. Additionally, when some dufus makes decisions like this I like to take out a pen and paper and write down what he says. I ask him for his name and title as well. I use phrases like, "let me make sure I heard you correctly as I will be making a report." If anything, when I post the report here at FT I can say, "Sparky the manager said..." IMO, you were mistreated and this person should be held accountable.

I didn't have to go as far from home to have this happen. Three weeks ago at the HGI CLE Airport. "Breakfast coupon for the member only", although travelling with my wife and son, and no pantry voucher despite departing too early to use the breakfast. Discussion with the manager did not resolve the issue and I wasn't going to press it due to the early departure.

I believe this had everything to do with the low rate I was paying. Stayed there a week later at double the price = breakfast for 3.

THe HHonors rules say the breakfast is for all members of the room... If they let your wife in for free, then she's included in the room.

My wife does very little business travel on her own yet she is a HHonors Diamond level member. Simply enroll her as your spouse with Hilton and they will send her a card based on your tier level.

Highly unusual that they made such a big issue over this. When we travel as a family (1 child), he is always offered lounge access, breakfast as well.

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Unfortunately, as cheap as it seems, at hotels outside of the U.S. the breakfast benefit does not apply to additional occupants of the room. And inside the U.S., the breakfast benefit for "all occupants" applies only if the hote has an executive lounge that you don't get access to. At least that's the way I read it.

Of course, at least in the U.S., breakfast is standard for everyone in the room, IME.

Read and weep. (http://www.hilton.com/en/hhonors/terms.jhtml#hilton_hhonors_membership_tiers)

<font face="Verdana, Arial, Helvetica, sans-serif" size="2">At US Hilton hotels, and at Conrad and Doubletree hotels with Towers or Executive Levels, Diamond VIPs will be provided with a guest room on the Towers or Executive Level floor, whenever possible. In cases when Towers or Executive Level accommodations have been fully booked, Diamond VIP members will be offered either (1) the use of the Towers or Executive Level lounge, including complimentary continental breakfast each morning or (2) personalized certificates for each day of the stay for all occupants of the members room valid for complimentary continental breakfast in the hotel coffee shop or all-purpose restaurant. At hotels without a Towers or Executive Level, Diamond VIPs will receive complimentary continental breakfast each day of the stay. And in hotels at which a complimentary breakfast is a benefit for all guests, Diamond VIPs will be offered a special amenity as an expression of our appreciation.

At Hilton hotels outside the U.S. with Executive Floors, Diamond VIPs will be provided with a guest room on the Executive Floor, whenever possible. In cases when there are no Executive Floors or where Executive Floor accommodations have been fully booked, Diamond VIP members will be offered a complimentary continental breakfast each morning or an alternative special amenity.</font>

I've had it happen at two maybe three properties that I use, it's very inconsistant as to when it happens, sometimes they will give two, and on the next visit only one coupon.

It happens, and it's always explained that it's only for the member when they are not giving two. We usually are leaving before brerakfast so it's no huge deal.

<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by Rut Dog:
Unfortunately, as cheap as it seems, at hotels outside of the U.S. the breakfast benefit does not apply to additional occupants of the room...

At Hilton hotels outside the U.S. with Executive Floors, Diamond VIPs will be provided with a guest room on the Executive Floor, whenever possible. In cases when there are no Executive Floors or where Executive Floor accommodations have been fully booked, Diamond VIP members will be offered a complimentary continental breakfast each morning or an alternative special amenity.</font>

Nice policy, huh? This is essentially what the assistant manager said -- "we have the right to decide what to give you." While I understand their right to decide, I was not happy with their decision to exclude my wife.

I was particulary not happy that they did not inform me they had excluded her until we showed up for breakfast. The coupon was written half in Japanese and half in English, so it was not clear that it was only valid for one person.

While I could have pressed the issue further during the stay with a manager, my wife did not want me to cause a bigger scene over a rather simple breakfast buffet. Felt rather embarrassed having to beg for free food at the lounge. http://www.flyertalk.com/forum/smile.gif

Bottom line is that it didn't make sense to me that they would invite one half of the room's occupants for breakfast. Next time I'll ask first, before heading to the lounge, but thought this was a good warning to pass along to others.


[This message has been edited by elbidercni (edited 07-21-2003).]

Something must have changed - last April we stayed at Hilton Tokyo Bay on an award stay. I'm HH-Gold and we (me, wife, and 7-year old son) were all allowed complimentary breakfast in the executive lounge each day of our stay.

At Hilton hotels outside the U.S. with Executive Floors, Diamond VIPs will be provided with a guest room on the Executive Floor, whenever possible. In cases when there are no Executive Floors or where Executive Floor accommodations have been fully booked, Diamond VIP members will be offered a complimentary continental breakfast each morning or an alternative special amenity.

Not to nitpick but this only seems to state the breakfast policy when one is not given a room on the exec. floor room as a Diamond. Like I said earlier, this has never happened to me outside of the US as I have stayed at Hiltons in Europe and Asia.

<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by elbidercni:
Nice policy, huh?</font>Yes, it is a rather lame policy, and I suspect the differences between US and non-US hotels has to do with the fact that these Hilton (US) and Hilton Worldwide (non US) are actually two different companies.

And I've been in that situation many times with my wife ("Just let it go, honey.").

Why is this thread still going on; MilesAddict provided the answer. Just set up a mutual account and you will each have a Diamond Card. Sounds sure easy.

MilesAddict: thanks for the advice.

marc

<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by Marq:
...Just set up a mutual account and you will each have a Diamond Card. Sounds sure easy....MilesAddict: thanks for the advice...</font>

While I appreciate the idea for an additional diamond card, I do not think that would solve this issue.

The problem is that when one person is listed in the reservation it seems that the individual hotel (at least outside the US) has the right to make whatever decisions they want with regard to additional room occupants (regardless of whether they have a silver/gold/diamond card in their name or not -- I don't see how that has any relevance in this situation).

Edited to note: she actually does have a HHonors Gold card in her name.

[This message has been edited by elbidercni (edited 07-21-2003).]

If I've understood the situation correctly, elbidercni (having breakfast in the hotel's exec lounge and having to present breakfast coupons to the lounge attendants), it's certainly a new one for me--but my experience is limited to primarily Europe.

Never needed a coupon in any European lounge (breakfast was available to anyone with lounge access); coupons were only used/needed for restaurant breakfast visits (and, yes, limited to the number of guests shown in the room rate--i.e. usually one). Perfectly acceptable and understandable, IMO.

A situation in which a lounge attentant approaches me (while I'm in the lounge holding an already-filled b'fast plate) and insists on a b'fast coupon or cash will not be a pleasant one for anyone involved.

--Grog--

[This message has been edited by Grog (edited 07-21-2003).]

I was denied more than one breakfast coupon at the DT in Honolulu as a Gold .Wife and 2 kids were registered with me. I thought maybe it was a DT thing. They actually upgraded me to a really great room, but we had to go around the corner for breakfast (Eggs n' Things) which my 10 year old highly recommends.