Hilton HHonors - Drake and Palmer House - no special treatment !!

This is a trip report for two stays 27th/28th/29th Dec at The Drake and 30th/31st Dec at the The Palmer House.

First of all let me say that I enjoyed my few days in Chicago, which is just excellent for shopping (especially with the current £-$ exchange rate).

Both hotels are superbly well placed: the Drake at the end of "the Magnificent Mile" and the Palmer House in the heart of "the loop"; and both are great for shopping. The Magnificent Mile has the department stores (Bloomingdales, Saks, Nordstrom, etc.) while the Loop has the discount shops (TJ Max, Filene's Basement, Nordstrom Rack, etc.).

My wife and I stayed at The Drake on points (and using point-stretcher), while at the Palmer House we opted to pay $89 per night (seemed a waste of points !!).

Both hotels are excellent, as are the club rooms at both (especially for breakfast).

My issue (with both hotels) is that when we checked in we were given standard rooms: small, non-Exec, no-status-acknowledged, bog-standard rooms. In fact in the case of the Palmer House the room was the smallest room I have ever seen, in any hotel, anywhere in the world. So small that opening the cabinet door for the TV blocked access to the bathroom :td:

In both cases I went back to check-in, reminded the staff that I'm a DIAMOND, and in both cases received a seemingly unavailable upgrade: at the Drake to a large room on the executive floor (10) and at the Palmer House to a bigger room on the Hhonors floor (21).

Absolutely not at all impressed !!

If I had been given these rooms in the first place, maybe with them also saying how busy they were and that they couldn't upgrade me any further, then I'd have been happy. In both cases they actually claimed to have upgraded us already .... in the case of the Palmer House: from what? .... the elevator !!

I have now had three stays as a Diamond (Athens, Cannes, Drake, Palmer House) and only at the Noga Hilton Cannes did I feel that my diamond "status" was recognised (and with an upgrade to a suite).

I had read so much good stuff about these hotels on FT, and especially their treatment of diamonds. :(

Diamond upgrades are on a space-available basis. Maybe that was really the best they could do.

While you were there, did you check on the web to see what room types were available?

Diamond upgrades are on a space-available basis. Maybe that was really the best they could do.

While you were there, did you check on the web to see what room types were available?

The point I making was that in both cases it wasn't "the best they could do".

I was happy with the rooms I eventually got (although felt that the Palmer House could have done better!!), but why stick me in a crappy room to start with ??

That's three times out of 4 stays as a Diamond ... makes me think that it might be their policy: "give them a standard room, and only upgrade if they complain, and then magically find a room that was previously not available!!"

Travel The World, sorry to hear about the late upgrades, at least you were able to get the "upgrades", so that part is positive.

I am curious did you request upgrade(s) in the comments section of your res (if you made res online) and/or did you include a note stating your status in comments section of res?
I also assume you did not present your HH card at check-in?

I have found my upgrade success rate to be pretty good (approx 80+%), as a Gold. Of course, I have not stayed at a lot of high traffic properties.
I always, when I want the upgrade, request an upgrade in comments section of res and then present my Gold card when checking in. That seems to help. Most times I have already been upgraded, a few times I have been upgraded at check-in once they see the Gold card and realize that I am "giving them a nudge".

While I know it would be nice and in a perfect world our status would be recognized automatically, I am willing to do the little extra on my part to ensure I receive any available upgrades.

As a follow up have you considered writing both hotels and letting them know of your disappointment(s)? I know one of the hotels, not sure which though, has an email address that many HH elites email to confirm their upgrade before they even arrive.

I was at the Palmer House Dec 28th to Jan 1st and was preupgraded to the 23rd floor, room 23-159. I simply called the hotel after making the reservation and David there upgraded me on the spot. Didn't hurt it was our 1 year aniversary.

While it was not the elusive "Pool Table" room, it was quite nice, with upgraded furniture and beddings. We also had 2 bathrooms, which was a godsend as Mrs Yetter takes her time in the mornings.

The view was of the other wing of the hotel, so nothing to speak of there, but I was glad to be so high up, away from the constant sirens on the streets.

I have a friend who is a Gold member who got upgraded to a corner room, 21-269. Was smaller than ours and had a non functioning fireplace in it. The only problem with the 200 wing is that it is on the side of the elevated train.

They checked in on the 29th and had no prereseved upgrade, but recieved the HHonors floor upon checkin. My friend is a little pushy with requesting upgrades though, so that may have something to do with it.

:td: Started with long, long, long Check-in...... 15 minutes after reaching the front desk. Greeted by a Cold front Desk Person. After minutes of her punching the computer, she handed me a FORM LETTER from the Hilton Honors Manager mentioned that I have been upgraded to a "DELUXE" room. I reserved a "deluxe" Room. $12.10 breakfast credit per person per day. We got to see Lake Michigan. 4th Floor Close to an Evalator. As my profile is high floor, away the from evalator. I asked about an upgrade or Executive floor access. She said the Hotel was busy and keep looking at the computer and her sheet of room numbers. If looks could kill, you would have thought I asked her to run a 4 minute mile next week. Mrs. SAnger3494 was telling me to slow down and not get PUSHY. I think I have earn some perks for my travel and would love for her to enjoy them, too.

With that being said the rest of the stay was great and enjoyable. The non front desk people, service and Location were great.

The ratio of Diamonds in this Hotel must have been Very HIGH during my stay. As I am just Gold

SCA

That is frustrating. I have stayed at the Palmer house 3 times this year and in fact am there right now. The first time I had no status and was accordingly not treated specially. We had a smallish room with one bathroom (it seems to me the bathrooms are always tiny in this hotel - maybe that's why they give you 2 of them on HHonors floors!)

The second time I made a last minute reservation and paid something like $200-250 for my room. I was upgraded to a HHonors floor in the 40s (can't remember exactly which floor) and given 2 water coupons, use of the lounge, etc. The room was huge and had 2 bathrooms and a separate living room

This time I reserved in advance and got a $99 rate. I was upgraded to a lower HHonors floor (in the 20s), got the 2 water coupons, and while I do have 2 bathrooms and a nice big room, I don't have a separate living room.

Both times I didn't put anything special in my comments and I presented my Diamond card upon check-in to be sure they noticed my status, although I never ASK for an upgrade.

I also HAD reservations over the two holiday weeks which I subsequently had to cancel. Those were actually pretty slow times for the hotel and I was able to get very cheap rates so the hotel was definitely not sold out (as your experience proved when you complained about your rooms).

My SUSPICION is that the more you pay, the better chance you have of being upgraded, although I also think that much of the upgrade policy has to do with the whims of individual staffers. The thing that annoys me MOST about HHonors is the inconsistency!

- Truly

Diamonds should get an email from the hotel in advance (the "Your Upcoming Hilton Stay" email). It would not hurt to send an email using whatever link or address is provided specifically asking for the type of upgrade you want.

I'm betting the $89 rate at the Palmer House was for the Studio room, which is even noted as "Small Room" in the rate description.

I'm betting the $89 rate at the Palmer House was for the Studio room, which is even noted as "Small Room" in the rate description.

I never book that rate...even as a Diamand and someone that stays at the Palmer House a lot. A lot of times when I book online there is another rate that is indentical that just says bed type assigned at check in. I select that one and just note to upgrade in the comments section. I have always had really good success with upgrades at the Palmer House even during busy periods so sorry to hear about the op's experience but hasnt been my experience at this hotel.

Stayed at the Drake earlier this year as a Gold and had an experience similar to what the OP encountered at the Palmer House. Upon check-in we were given a tiny, dimly-lit room with one queen bed and a view of the fire escape! Complained at the desk and we were "upgraded" a twin-bedded room facing Michigan Avenue on the 8th floor (I had asked for a view of LAKE Michigan, not Michigan Ave). Front desk said that was all they could do. This was not a large room by any means...standard at best, but certainly much better than the first one. No breakfast coupons either.

FWIW, I stayed at the Drake last year (I was Gold at the time), and they treated me wonderfully. Upgrade to Exec floor, large room, great view, lounge access. Guess it just depends on what's available at the time. I don't think they have a policy that prevents upgrades for Golds when available.

I am planning to stay at the Drake over the summer and am a Diamond VIP member. I haven't been staying at Hilton Properties for the last two years and was wondering what perks a member typically gets. I know on the website it says that we are to be upgraded to an Executive Floor with complimentary breakfast. Is that typical or do you really have to harass the Hotel staff to get anything. Thanks in advance.

I am planning to stay at the Drake over the summer and am a Diamond VIP member. I haven't been staying at Hilton Properties for the last two years and was wondering what perks a member typically gets. I know on the website it says that we are to be upgraded to an Executive Floor with complimentary breakfast. Is that typical or do you really have to harass the Hotel staff to get anything. Thanks in advance.

You've maintained Diamond status for two years without staying at Hilton properties? :confused:

You've maintained Diamond status for two years without staying at Hilton properties? :confused:

Through work.

Through work.
Still does not answer the question! :) Is your status a work related perk?

Still does not answer the question! :) Is your status a work related perk?

To be honest, I believe I got Diamond gratis through my company. My status expires in 05/06 and I'm unsure if I will maintain the status. It could be through Amex or Smith Barney, where I have extensive banking relationships.

Nobody stays at the Doubletree Guest Suites across from The Drake? So sad. We love our Diamonds and Golds...

(Yay I finally posted something on FlyerTalk! ^ )

Nobody stays at the Doubletree Guest Suites across from The Drake? So sad. We love our Diamonds and Golds...

(Yay I finally posted something on FlyerTalk! ^ )

My Co-Workers and I will be there for 2 straight weeks in July. So I'll be keeping an eye out on how you love us. ;). Honeslty the choise was between the palmer house and a room next to the L and MAYBE an upgrade to the towers, or the DTS for $30 less! Not much of a choice. I don't feel like gambling, from what I have heard the Palmer house is a gamble. I think HGI and Double Tree Suites, are the only Consistenly good Properties I've been in. Props to DTS Carmel, and DTS NYC.

My Co-Workers and I will be there for 2 straight weeks in July. So I'll be keeping an eye out on how you love us. ;).

Well that IS the height of our busy season. Although I will assure you, if we can't upgrade you, it will be legitimately because there are families who have paid for upgrades months in advance.

Though I guarantee, you'll like it anyway. It's all-suite, donchaknow.

Nobody stays at the Doubletree Guest Suites across from The Drake? So sad. We love our Diamonds and Golds...

We did and enjoyed our stay... you can read about it here (http://www.flyertalk.com/forum/showthread.php?t=332246). :)

The only "problem" with the DT is all of the kids on the weekend. Not that I mind kids, I have two, but am currently planning a trip for Mrs. infinityplusone and her mother for a couple nights in Chicago and am considering the Drake and Palmer over the DT because of the kids issue.

And if you can answer... is there any such thing as an upgrade at the Chicago DT, since all rooms are suites anyways. You know, so I know what to ask for the next time we stay (with the kids). :D ;)

Diamond upgrades are on a space-available basis. Maybe that was really the best they could do.

While you were there, did you check on the web to see what room types were available?


Thank you for your comment. UPGRADES ARE NOT EASY!! There are several things that go into making sure Diamond members get upgraded. Call the hotel ahead of time! The Palmer House has a voicemail and email service deticated to room requests. The email is palmerhouse_rooms@hilton.com. They will write you back and tell you what they have. I hate to say it but in a hotel that big with over 1600 rooms there are over 50 to 60 diamond reservations a DAY. You have to let them know that you are coming and what you want. They will accomadate you. Plus. UPGRADES ARE BASED UPON AVAILALBILITY!!! If you book a house or studio room and want a suite, where are they supposed to put the people who paid $200 more than you a night that booked suites?[/SIZE][/SIZE][/FONT] [/SIZE]

Just returned from my first stay at the Palmer House and was most impressed with the recognition accorded this Gold at a very busy time. After reading about the studio rooms in the related PH thread here, I phoned the Towers concierge the morning of arrival and left a msg. Although the hotel was near capacity and we had a 4-night stay, the entire concierge team on 23 could not have been nicer and more accommodating throughout our entire stay. This wonderful team really created the feeling of a hotel-within-a-hotel.

The web check-in the night before showed nothing higher than floor 14 avail. So we passed on that. But on c/i with the 23 fl. concierge team, we were offered a med. sized ex. king on 22 with a good view looking North.

Although I have higher status in another hotel program, the outstanding help of the Towers concierge team -- all three or four concierges, the courtesy of all hotel staff, and the many attractive hotel facilities: indoor pool, fitness ctr., great lounge, etc., may lead to us booking the PH regularly for future Chicago stays.

Thank you for your comment. UPGRADES ARE NOT EASY!! There are several things that go into making sure Diamond members get upgraded. Call the hotel ahead of time! The Palmer House has a voicemail and email service deticated to room requests. The email is palmerhouse_rooms@hilton.com. They will write you back and tell you what they have. I hate to say it but in a hotel that big with over 1600 rooms there are over 50 to 60 diamond reservations a DAY. You have to let them know that you are coming and what you want. They will accomadate you. Plus. UPGRADES ARE BASED UPON AVAILALBILITY!!! If you book a house or studio room and want a suite, where are they supposed to put the people who paid $200 more than you a night that booked suites?[/SIZE][/SIZE][/FONT] [/SIZE]

How many suites are at the Palmer House? Probably alot more than the average hotel. So 50-60 Diamonds any given day plus paid suites. I have to admit that I believe the PH staff do everything they can to take care of Diamonds and Golds. The PH sends you an email asking for any special requests. It can't get any easier than this. I have stayed at the PH about 6 times. I requested the pool table suite twice and I got it both times. The other 4 times, I did not request anything and was still given a suite. This is what made me a repeat customer.

I'm betting the $89 rate at the Palmer House was for the Studio room, which is even noted as "Small Room" in the rate description.

I remember for the ORD Vodka DO, I had a prepaid reservation for either $69 or $79 and they gave me the pool table suite which I had requested by email. So I don't think the rate is as important as availability.

Just wanted to echo the first few posts of this thread on the Drake. I am here now, just one night for our anniversary, and it's just so-so. Not good, but not horrible.

I'm Diamond, have stayed at numerous Hilton Properties domestically, and rarely complain. I'm very low-maintenance, and just need a bed. Upgrades, King vs. Double, views, bottled water, I couldn't care less about when I travel for work...but for leisure travel, you bet your ... I'm going to flex the Diamond status as much as possible.

First, and this is not specific to just the Drake, but what is the point of the HHonors Check-In if anyone can use it? At check-in (roughly 9am), we were behind a large (15-20 person) group, obviously staying for a convention, and the line was open to anyone. It really didn't make me angry, but it's comical that this line even exists. When one person is behind the desk, they aren't at the HHonors line terminal. When there are multiple people behind the desk, anyone can use the line. Just get rid of it, or use it properly.

When we reached the desk, the girl at the check-in (forgot her name, but her name tag said "Asst Manager"), was just processing us like cattle (ironically, no one was behind us in line). I had made this reservation two weeks prior, meticulously researching the Chicago Hilton properties (thank you FT) and decided on the Drake despite the mixed reviews (more positive than negative, I should add). Palmer House I wasn't impressed as when I was a Gold, and didn't want to gamble as a Diamond. Chicago Hilton is in an inconvenient location.

This was a C601 stay, and I know (being from STL) that Chicago is very low on tourists just after New Years.

Again, this was our anniversary and the Diamond Desk Agent noted this on my reservation. The Asst Manager, just trying to get us out of line, either didn't read this or didn't care. Not even a "Happy Anniversary" (I'm not whining, but these little things really speak volumes about true customer care).

I politely asked if any upgrades were available, restating it was our anniversary and if it would be possible to get a suite, just for our one-night stay.

She worked on the computer and stated "You were already upgraded to the Executive Floor" I pulled out my printed reservation and stated "Are you sure? I think that was the room I was booked into, are you guys full?" She typed some more and said, "I can get you a Family Suite, with a king bed, and a queen bed that pulls out of the wall". Whatever, we took it...and honestly it wasn't that bad (Room 830 FWIW), with a partial view of the lake. No bottled water, so I raided the HHonors Lounge (which is, as other posters mentioned, spectacular). In the end, I was grateful for the upgrade, as meek and forced as it was.

The Hotel as a whole: I like it, but the check-in experience killed the chances of a return stay. Very classic (although "classy" would be pushing it) and ornate, and the staff (outside of the check-in Asst Manager) were very friendly. The concierge - just wonderful, she was very personable and really wanted to help (I think her name was Mary). Even the housekeepers and other staff I would pass in the halls would cheerfully say hi.

Now, I apologize if the former part of my post comes across as a whine or hissy fit. I see my share of crybabies with an overzealous sense of entitlement in my travels, and really don't want to be that person. I don't expect them to roll out the red carpet for me and kiss my feet. However, I really feel my status as a Diamond was worthless here at the Drake. I don't ask for much, but would like (as many here) to use my hard-earned status to treat my wife to a memorable anniversary. Thankfully, I picked good restaurants and activities =) But for leisure, I think next time I'll take my chances at the Palmer House.

Thanks for reading, and yes I will send notice to the GM / Diamond Desk, although it will be a first for me.

With a year gone since my original post with regards my stays at the Drake and Palmer House, and the fact that I didn't feel that I got the recognition that a Hhonors Diamond deserves ... well I've qualified again for Diamond status (without revisting these hotels) and for the most part have been happy with the treatment I have received - although still do not notice a great deal of difference between Diamond and Gold when it comes to upgrades.

The one feature of the Hhonors scheme that does make it worth while for me is in forcing a reservation at a busy hotel, and using points to pay !!
Like my recent stay at the Waldorf=Astoria, which would have cost around $450 per night plus breakfast. Plus a couple of others during the year.

So as to the question, which has been frequently asked: "Is Diamond worth it?" then I'm still undecided, if it's not too much hassle to get diamond then it's obviously worth it, but as Gold is so easy to get then I won't be too unhappy to drop down to Gold - but that's not until April 07! :)

palmer house seems to be less consistent than the drake as far as upgrades

Hmmm, it's been a while since I last visited this thread. For my break in early October I'd booked (I think) the lowest category of room at The Drake. On arrival, was upgraded to the executive floor with access to the lounge (including breakfast).

The room was nice but I think anyone used to having an executive room at a more modern hotel in the same category will be dissapointed.

And if you can answer... is there any such thing as an upgrade at the Chicago DT, since all rooms are suites anyways. You know, so I know what to ask for the next time we stay (with the kids). :D ;)

Geez I never noticed your question... I haven't worked there for a few months, and the property is being renovated and converted to a Hilton Suites, but as of September...

There is an upgrade path at the DTGS Downtown. Book a standard king non-smoking suite and you get executive level non-smoking king (most with lake view) or other high floor non-smoking king with lakeview, if available, in that order. Book a standard two doubles non-smoking, you get two doubles non-smoking on the executive floor, if available. (No lakeviews with any suites with two doubles.)

Book king smoking, get king smoking lakeview if avail. Book two doubles smoking, no upgrade path (generally you'll get high floor).

No lounge, so the perks of the exec floor are upgraded design touches and a generally quieter floor, plus evening housekeeping service w/ extra cookie.

There are also four specialty suites that are not part of the general room pool, which will only be used if the hotel is full. Those are given first to groups with special arrangements then generally diamonds, golds, or guests on noted special occasions (anniversaries especially), on short stays. They are strictly maximum 2 person occupancy (king bed, no pull-out sofa, no rollaways -- in fact, there are no rollaways anywhere in the hotel due to fire code).

When I left, the desk staff were being trained on My Way preferences, to avoid the double dip of bonus points + upgrade.

We have had similar issues on our last stay at the PH (Dec 05). We visit every year and the year prior ('04) we have received the email asking us for requests and informing us of the concierge check-in, etc. We were quite pleased with our upgrade at that time as well.
This last time however, I did not receive any correspondence from the hotel and they wouldn't even put us in the Club Level rooms. I assume it was because this time we were actually using points for our stay - which is rediculous.

Stayed at the Drake serveral times in Q4 2005. Four payed stays and two reward stays (two and three nights). Got always upgrades to nice executive rooms, except for the two day reward stay when I got upgraded to a junior suite.

I do get more upgrades on reward stays than on paid stays (four reward stays in 2006, all upgraded to very nice rooms). 2x ORD, 1xSEA, 1xMSP.

For comparison: I never got a single upgrade in NYC on 5 (paid) stays in Q4 (except some HHonors Floor "Upgrades"). Toronto: 2 upgrades out of 4 paid stays.

Seems to depend more on luck than on policy!

i've stayed at the drake a few times and live nearby. i've been upgraded on each visit and noticed that the rooms got progressively better with each stay. i've never had a problem with customer service or the hotel staff either. we actually stayed during the monet exhibit a couple of years ago and still managed an upgrade.

as for doubletree, i've had one stay there and recall booking a king non-smoking room. we were upgraded to the presidential suite. i found the service to be friendly and the staff quite helpful. but i prefer the drake overall.

my stay at the hilton garden inn was upgraded as well. we were given a studio and a king room i believe. i know it was a lockout situation where the two rooms were joined. there was a sofa sleeper in the studio as in the presidential suite at the doubletree.

in all instances i was a gold hilton honors member visiting during a fast track promotion. i have found with the drake that loyalty and return service seem to be highly favored. i also reside in the neighborhood, and admittedly there could be a little bias there as well.

Geez I never noticed your question... I haven't worked there for a few months, and the property is being renovated and converted to a Hilton Suites, but as of September...

There is an upgrade path at the DTGS Downtown. Book a standard king non-smoking suite and you get executive level non-smoking king (most with lake view) or other high floor non-smoking king with lakeview, if available, in that order. Book a standard two doubles non-smoking, you get two doubles non-smoking on the executive floor, if available. (No lakeviews with any suites with two doubles.)

Book king smoking, get king smoking lakeview if avail. Book two doubles smoking, no upgrade path (generally you'll get high floor).

No lounge, so the perks of the exec floor are upgraded design touches and a generally quieter floor, plus evening housekeeping service w/ extra cookie.

MDtR-Chicago, thanks for the reply... even if it took awhile. ;)

Your upgrade path is interesting to know and it was followed when we were there, in Feb (or was it Mar?) '04.
We booked standard NS king and were upgraded to exec NS king w/ lakeview.
We did receive nightly service, cookies, new towels and turndown.

I am sorry to hear that you are no longer with the CHI DT, you don't happen to be with another Hilton property in CHI, to give us pointers on upgrades? :D

I was actually looking forward to meeting you and thanking you in person for all the information you have shared here in the HH forum. :)

Our upcoming stay (Feb) will be at the Drake using some of the free night certs.

I thought it was sort of funny but Mrs. ipo said, "I really liked the DT why don't we just stay there again?" (using the certs)
I acted all astounded and said, "We have to use the certs at the most expensive property so we get our moneys worth!!"
She replied with a roll of her eyes, "Whatever."

Must be random. I've stayed at the Palmer House twice as a Gold. The most recent one was last March, when they told me a suite was available but not right away (it was 11 AM when I checked in). I took a swim in the pool, attended my meeting and was able to get into the suite at 5 PM. A few years ago I got one of the 2-bathroom rooms. Nice when you wake up in the middle of the night and have to find the bathroom- you have 2 chances of going in the right direction!

My understanding is that the tiny rooms are the original design. The 2-bath ones are the result of combining 2 of the tiny rooms into one.

I am sorry to hear that you are no longer with the CHI DT, you don't happen to be with another Hilton property in CHI, to give us pointers on upgrades? :D

Hahaha you're very welcome for the pointers.

I had to move back to ALB for personal reasons. Interviewing for a variety of positions, in and out of hospitality right now. I'd like to be on the road again, back on the other side of the desk. :D

Though if I do end up back at a hotel I'll let you know.

(Then again, you never know. I may end up going back to the DT eventually...)