Hilton HHonors - Diamond upgrade/Loung access

I am on the tail end of a two week EU tour and after FCO airport Hilton just checked into Berlin Hilton. I have stayed in both many time previously and in Rome got the same suite (7002) and 5th bfloor lounge access without any discussion. Tonight in Berlin I am told I have a nice suite (it is) but no lounge access (55 euros more). Am told that since June 1 Europe and Africa Hiltons no longer offer both upgrade and lounge - did not understand I had an option on this stay but this is not what I expect. (small lounge etc) Can anyone confirm this change (as not obvious in Rome) and what can we do to change it?

From the HHonors website (http://hhonors.hilton.com/en/hhonors/benefits/levels.jhtml):

At Hilton Family hotels outside the U.S. and Canada that have upgraded accommodation, Gold and Diamond VIPs will be upgraded to Executive Level or to the next best available room type. Upgraded rooms are subject to availability. At hotels that do not have upgraded types of accommodation, Gold and Diamond VIPs will receive additional amenities and/or services, which vary by property.

There is nothing in the policy that guarantees both the upgrade and complimentary lounge access, let alone the option of choosing between the two.

Mike

I am on the tail end of a two week EU tour and after FCO airport Hilton just checked into Berlin Hilton. I have stayed in both many time previously and in Rome got the same suite (7002) and 5th bfloor lounge access without any discussion. Tonight in Berlin I am told I have a nice suite (it is) but no lounge access (55 euros more). Am told that since June 1 Europe and Africa Hiltons no longer offer both upgrade and lounge - did not understand I had an option on this stay but this is not what I expect. (small lounge etc) Can anyone confirm this change (as not obvious in Rome) and what can we do to change it?

Might be a new directive but interpreted differently by individual hotels.
I have stayed in London, Metrepole and Park Lane + Munich City and Park over the last three weeks and had upgrades and lounge access without any problem. Strangely though, two weeks ago we saw someone being turfed out of the Munich City lounge saying that his upgrade didn't include lounge access - whilst we thought it unusual your above comments explain why. Perhaps it depends on the level of loyalty programme you are on :confused:

If you're a Gold or a Diamond, you should get breakfast, even if you got an upgraded room.

If you're a Gold or a Diamond, you should get breakfast, even if you got an upgraded room.

Again, read the policy as I quoted above. There is nothing in the policy that says that any Gold or Diamond member will get lounge access or breakfast if they get an upgraded room.

This is not to say that it doesn't happen - it certainly has happened, and it will probably continue to happen. However, I think that telling people that they "should" get breakfast creates an unrealistic expectation that even HHonors T&Cs don't give.

Mike

It is certain there is a new directive (at least sent to the Berlin Hilton), that starting June 1 this year, the standard treatment obtained on all previous visits of upgrade to Ex Floor and Lounge access was a given for Diamonds has ceased for all European and African Hiltons. I am (perhaps was) a very active doamond (on rolling tier I am good till December before I fall below threshhold) so it has nothing to do with activity but again some change in policy. I am just trying to find out what the directive actually says, couldn't quite get the scoop from the front desk in the short time I had.

I did get the free breakfast but I seriously doubt that aspect could ever change. If this becomes an option that what is the benefit of Diamond vs Gold?

I am Diamond and have an award stay at Hilton Paddington London. I contacted the hotel and asked their Diamond policy:

1. Will try to upgrade to club level.

if not

2. Will provide breakfast and some type of edible amenity.

Diamond desk says it is up to individual international hotels how they treat Diamond guests. As nako rightly states, they don't have to provide either.

I am Diamond and have an award stay at Hilton Paddington London. I contacted the hotel and asked their Diamond policy:

1. Will try to upgrade to club level.

if not

2. Will provide breakfast and some type of edible amenity.

Diamond desk says it is up to individual international hotels how they treat Diamond guests. As nako rightly states, they don't have to provide either.

The Paddington has always given me (HH Diamond) upgraded rooms and executive lounge access (*FREE* good breakfast and hor d voures and booze*FREE*). The exec lounge is small so Golds dont get access. There is no club level that I am aware of.

MisterNice

I have no idea what the alleged secret missive was about, but I had a nice high floor Acropolis view room with Lounge access in Athens earlier this month - on an award stay - and an Executive Floor room with lounge access at Istanbul (paid stay, "Weekend in Style" rate.)

The Paddington has always given me (HH Diamond) upgraded rooms and executive lounge access (*FREE* good breakfast and hor d voures and booze*FREE*). The exec lounge is small so Golds dont get access. There is no club level that I am aware of.

MisterNice

Apologies if this is old news; I did a search but gave up after scanning around half of the numerous posts returned.

I just completed another great stay @ Paddington, where I'm always treated extremely well as Diamond. I haven't stayed there for several months and was told that my favourite rooms on the top floor (6th flr with large furnished terrace) are no longer available, as they are in the process of being converted into a new, bigger & brighter Exec Club Lounge!

It'll certainly be good to have some daylight in the lounge, and access to outdoor space for all is a definite plus, although I Like the ambience of the "basement" lounge... and I'll miss those rooms...

No date known for completion.

...................as they are in the process of being converted into a new, bigger & brighter Exec Club Lounge! It'll certainly be good to have some daylight in the lounge, and access to outdoor space for all is a definite plus, although I Like the ambience of the "basement" lounge... and I'll miss those rooms... No date known for completion.

Thanks for the update as I was planing a week there in late Sept. The exec lounge layout was fine (loved the privacy) but daylight would be nice and bigger would be better. And I hope they goose the old lounge dialup computer to broadband.

MisterNice

... And I hope they goose the old lounge dialup computer to broadband.

MisterNice
I didn't use the internet access on this visit, but I did notice a sign indicating that broadband IS now available on the (one & only) Lounge PC; although there was also the suggestion that I might buy an access card from reception... I hope I misread this and that access is still free.

Hopefully the new lounge will be ready for your next visit; if you beat me to it, perhaps you could give an opinion on the new lounge?

Regards

Mark

I was just at Paddington Hilton a couple weeks ago. Broadband access is free on the computer in the lounge. I think the "purchase time" is for wireless access from the lobby area.

With Diamond status, I almost always get an upgrade there, always have lounge access, and last time had free breakfast too. London Park Lane always upgraded me to the Exec floor and had lounge access. Great to hear Paddington is moving the lounge.

We may need a sticky on this.

It has been reported that the Cavalieri was denying breakfast and other strange things. I emailed them, but it's been almost a month and I've heard nothing back.

This is the first I heard about a new directive and, yes, it's a little annoying; why go through the trouble and expense of getting to Diamond if they're going to downgrade the benefits?

As usual, different hotels seem to be interpreting whatever new "recommended policy" went out differently, and we have never been guaranteed "the big mix" - Club Level room, Club Lounge access, in-room amenities and free brekkies being among them.

Nonetheless, what a hotel will do for me (understanding such variables as property occupancy rate, special events, etc. do affect what the hotel can offer as a courtesy,) will determine on whether I give it any repeat business; and if it becomes the norm that HH Diamonds get what Golds have received in the past (and maybe Golds get less?) I will again begin looking very seriously at other hotel programs to affiliate with.

As usual, different hotels seem to be interpreting whatever new "recommended policy" went out differently, and we have never been guaranteed "the big mix" - Club Level room, Club Lounge access, in-room amenities and free brekkies being among them.

Nonetheless, what a hotel will do for me (understanding such variables as property occupancy rate, special events, etc. do affect what the hotel can offer as a courtesy,) will determine on whether I give it any repeat business; and if it becomes the norm that HH Diamonds get what Golds have received in the past (and maybe Golds get less?) I will again begin looking very seriously at other hotel programs to affiliate with.

At *wood at 100% of my stays I received a welcome gift (candy, wine, fruit etc and usually 2), also was u/p to VERY large rooms and/or suites. The exec lounges were better than most Hiltons too.

I have no actual complaint regarding HH at this time as I have not seen much falling off other than a few forgotton water-n-cookies. If they are cheapening HH Diamond all they need to do let me know and I will adapt as required. So will many many of my friends and fellow employees. We mega-travelers spend a lotta money on the road for hotels, food and booze. We expect a little something in return I believe. At least what they "hint" in the HH more fuzzy n fuzzier literature.

MisterNice

This is the first I heard about a new directive and, yes, it's a little annoying; why go through the trouble and expense of getting to Diamond if they're going to downgrade the benefits?

Big Lar

I agree...although Diamond is easier to earn than say MR Plat (I can earn in about 1/2 the time with 1 night stays...the concept of a loyalty program is to reward loyalty. When the rewards become cheapened, harder to get, or disappear completely that is not perceived as a reward for loyal patronship. I personally have noticed in my short time as a Diamond (about 4 months) that I was treated about the same as a Gold. I have Plat with Marriott as well and find the difference to be slightly greater there. With the amount of travel I do, I will probably keep top level status with both chains w/o a problem. But right now if I was going to let one slip to gold it wouldn't be Marriott.

I just stayed at the Hilton Munich Park and was denied access to the executive lounge as a Diamond member. The desk staff told me that this is the policy and all European Hiltons now follow this policy. However, this was not the case with several other European Hiltons I stayed at within the past week. The letter explaining the new policy is as follows:

Dear Guest,

Access to the Executive Lounge goes hand-in-hand with having a room on the Executive Floor. This can be done by PAYING FOR IT or by receiving an upgrade due to Gold or Diamond VIP status.

Most of our Gold & Diamond VIP's have been fortunate in the past and have always been upgraded to the Executive Floor, however this may not always happen and it important that they are aware of this.

In Vertretung

Lee Scott

Hilton Hhonors Kundendienst Team
Cadogan Square Glasgow
hhonorsde@hilton.com

(all capitalizations and punctuations are exactly as in the letter)

That letter almost demands a letter based upon the (as you note) capitalization. They could put this much nicer by talking about the booking class of the room. As stated, they are pretty much implying CHEAP SKATE :(

Most of our Gold & Diamond VIP's have been fortunate in the past and have always been upgraded to the Executive Floor, however this may not always happen and it important that they are aware of this.
Fortunate? Hey, we show a lot loyalty with Hilton, worked hard to get Gold or Diamond elite and they will try to rip off us? :mad:

This might explain what happened to us at the Colombo Hilton in Sri Lanka. I've stayed there 4 times this summer. On the first three, I got an upgrade to a suite, use of the (very poor) Executive Lounge, and free breakfast. On my last stay, just 5 days after the prior one, I received an upgrade to a suite but nothing more. On challenging this, I was told that they had been giving more than required by their agreement with Hilton and had decided to meet policy rather than exceed it.

I find this a very troubling change. It will certainly cause me to examine my Hilton loyalty if more reports emerge about diamonds being denied lounge access and breakfast. It's true that the policy does not explicitly state that we get those benefits, but until the Colombo stay, I had received them 100% of the time.

If Hilton has indeed sent new instructions out system wide, it would certainly be nice if we, their loyal customers, were so advised. Nothing creates illwill faster than unrealistic expectations.

(I am Hilton diamond.)

I suggest you sent a copy of the letter to Adam Burke and ask him to comment on the context and the snotty condescending tone :mad:

The person who wrote that letter needs a course in P.R, and had I personally received such he would get a piece of my mind in return.

That being said, it seems problems similar to this always seem to occur with properties in the UK and Germany and I think is due to individual hotels misinterpreting the T&C rather than a change in HH policy.

mike

That being said, it seems problems similar to this always seem to occur with properties in the UK and Germany and I think is due to individual hotels misinterpreting the T&C rather than a change in HH policy.


Given the policy (which I quoted back, IIRC, in post 2), how are they misinterpreting the T&C? The policy guarantees either an upgrade or a "special amenity" if said upgrade is not available. There is nothing that guarantees either breakfast or lounge access.

Mike

Given the policy (which I quoted back, IIRC, in post 2), how are they misinterpreting the T&C? The policy guarantees either an upgrade or a "special amenity" if said upgrade is not available. There is nothing that guarantees either breakfast or lounge access.

Mike

Perhaps the term I should have used is "using the literal interpretation" of the T&C.
Not withstanding if memory serves I do recall Adam Burke posting here saying quite catagorically that Gold and Diamonds should/would be provided with Continental breakfast even if lounge access is not given or available.

Perhaps I have been lucky with perhaps 25 European stays the only hotel to deny me breakfast ( they claimed they had upgrade me.. to a crappy room on the 9th floor) was the Hilton Luxembourg and after I filled in one of those guest revue cards I received a letter of apology from some HH guy in Germany.

mike

Perhaps the term I should have used is "using the literal interpretation" of the T&C.
Not withstanding if memory serves I do recall Adam Burke posting here saying quite catagorically that Gold and Diamonds should/would be provided with Continental breakfast even if lounge access is not given or available.


I did a search through his posts for the last several years, and found absolutely nothing of that sort. If he did, then it likely goes back to the time where free continental breakfast was a specifically published benefit for Gold/Diamond at international Hilton-branded hotels (such as the terms quoted in this thread (http://www.flyertalk.com/forum/showthread.php?t=123516) from February of 2001):

At Hilton hotels outside the U.S. with Executive Floors, Gold 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, Gold VIP members will be offered a complimentary continental breakfast each morning or an alternative special amenity.

Again, I'm not saying that people won't get it - there are going to be numerous accounts of people still getting breakfast on top of everything else. My point is that, given the current T&Cs, people shouldn't be surprised, outraged, or worse, if free breakfast or lounge access doesn't come their way.

Mike

I just stayed at the Hilton Munich Park and was denied access to the executive lounge as a Diamond member. The desk staff told me that this is the policy and all European Hiltons now follow this policy. However, this was not the case with several other European Hiltons I stayed at within the past week. The letter explaining the new policy is as follows:

Dear Guest,

Access to the Executive Lounge goes hand-in-hand with having a room on the Executive Floor. This can be done by PAYING FOR IT or by receiving an upgrade due to Gold or Diamond VIP status.

Most of our Gold & Diamond VIP's have been fortunate in the past and have always been upgraded to the Executive Floor, however this may not always happen and it important that they are aware of this.

In Vertretung

Lee Scott

Hilton Hhonors Kundendienst Team
Cadogan Square Glasgow
hhonorsde@hilton.com

(all capitalizations and punctuations are exactly as in the letter)

In my last 2-3 stays at the Munich Park (last few months) I have been denied lounge access. I have also never received a room upgrade - they always claim they are full, though if I try to book a room on the web after I check in, executive rooms are magically available. They don't offer breakfast in the main restaurant either, but after some argument at checkin they agree to provide it free - and then try to charge when I go into breakfast. This has now happened a few times, and is annoying - so I try to avoid staying there now.

Munich City still seems to give access to lounge, but recently I have not received upgrades there either - I used to always get a one-class upgrade (standard to deluxe, deluxe to executive). They always give (a very good) breakfast to gold/diamond.

Munich City still seems to give access to lounge, but recently I have not received upgrades there either - I used to always get a one-class upgrade (standard to deluxe, deluxe to executive). They always give (a very good) breakfast to gold/diamond.
Was last month at the Munich City. Got an upgrade to executive level and they offered free breakfast either in die lounge or in the restaurant. Also no problems with lounge access.

Hilton Mainz (Rheinstrasse) gave me a nice room with Rhine view and coupons for breakfast. They dont have an executive floor.

The Paddington has always given me (HH Diamond) upgraded rooms and executive lounge access (*FREE* good breakfast and hor d voures and booze*FREE*). The exec lounge is small so Golds dont get access. There is no club level that I am aware of.

MisterNice

As a Gold, I had an 3-nt award stay in July. At first they denied me lounge access, but after I politely insisted on it and told them I am entitled to it as a Gold, they promised to get back to me shortly about it. Thirty minutes later, they called my room and gave me lounge access and asked me to come down to give me a new key to reflect this. Lounge was in the basement, but breakfast was good. Free computer with hi-speed internet available all day until 10:30 pm.

As a Gold, I had an 3-nt award stay in July. At first they denied me lounge access, but after I politely insisted on it and told them I am entitled to it as a Gold, they promised to get back to me shortly about it.

:rolleyes: Golds are not entitled to lounge access in non-US/Canada Hiltons. Posting things like this only perpetuates the misinformation.

Again, this is the policy:

At Hilton Family hotels outside the U.S. and Canada that have upgraded accommodation, Gold and Diamond VIPs will be upgraded to Executive Level or to the next best available room type. Upgraded rooms are subject to availability. At hotels that do not have upgraded types of accommodation, Gold and Diamond VIPs will receive additional amenities and/or services, which vary by property.

Nowhere in the policy does it say anything about breakfast or lounge access. So while it's under the discretion of non-US/Canada Hiltons to offer breakfast or lounge access, it's by no means an entitlement.

Mike

I have kept my Diamond status because of the great treatment from the foreign Hilton properties. If they start a downward trend, I will just switch to Starwood who would meet or exceed what Hilton would be offering.

Nonetheless, what a hotel will do for me (understanding such variables as property occupancy rate, special events, etc. do affect what the hotel can offer as a courtesy,) will determine on whether I give it any repeat business; and if it becomes the norm that HH Diamonds get what Golds have received in the past (and maybe Golds get less?) I will again begin looking very seriously at other hotel programs to affiliate with.

I am of the same opinion. If Hilton doesn't offer me at least as much as the comparable Starwood or Hyatt in that area, Hilton (or at least that particular property) may be engineering itself out of some business.

It's rather amusing how the cutbacks (in practice if not in policy) come about when room rates are amongst the highest they have been. Apparently, cost-cutting is also on the table as is a growing belief that status-related benefits (per general practice in the past) are not needed for the higher occupancy at the higer prices.

That said: when the next downturn comes, such hotels may get their due return. And acquiring customers then will not be any cheaper.

For what it's worth, the Munich Park did offer me breakfast at their downstairs restaurant. However I am very disappointed by this new "policy" of theirs. I've always enjoyed staying at Hiltons in Europe because they've always treated me very well as a diamond member. This last stay was a harsh reality check that I may need to rethink my loyalties.

I also called the Diamond Desk about this and they hadn't heard of this policy. They seemed very surprised by it, but said they couldn't control what Hilton International does. They said that at any US-based Hilton property (or Conrads, which they said are run by the US group) diamonds get lounge access.

Perhaps there should be a master list of Hiltons that deny lounge access.

I also called the Diamond Desk about this and they hadn't heard of this policy. They seemed very surprised by it, but said they couldn't control what Hilton International does. They said that at any US-based Hilton property (or Conrads, which they said are run by the US group) diamonds get lounge access.

Again, this is posted HHonors policy, where lounge access or breakfast is a published benefit for Diamonds at Hiltons within the United States.

At U.S. and Canadian 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 the use of the Towers or Executive Level lounge, including complimentary continental breakfast each morning for the member and one additional person or (2) personalized certificates for each day of the stay for the member and one additional person valid for complimentary continental breakfast in the hotel coffee shop or all-purpose restaurant. At hotels without a Towers or Executive Level, Diamond VIP members will be offered complimentary continental breakfast each morning for the member and one additional person. And when in hotels or when paying a rate where a complimentary breakfast is a benefit for all guests, Diamond VIPs will be offered a special amenity as an expression of our appreciation.

Personally, I'm surprised that the Diamond Desk is surprised, because it implies that they don't know that breakfast/lounge access is not a published benefit for Diamonds at international Hiltons, either.

Mike

Again, this is posted HHonors policy, where lounge access or breakfast is a published benefit for Diamonds at Hiltons within the United States.



Personally, I'm surprised that the Diamond Desk is surprised, because it implies that they don't know that breakfast/lounge access is not a published benefit for Diamonds at international Hiltons, either.

Mike

I am not surprised. The Diamond Desk (in the US) is increasingly staffed by incompetents by measure of responses I've received from many of its CSRs. Furthermore, "Hilton International" and "Hilton US" have a rather weird relationship so what one does and what the other does is not always in perfect alignment. (That may be a partial explanation on why the stated benefits are different "overseas" than "domestically". Regardless, in practice, the benefits seemed to have been better "overseas" than in the US these past few years.)

Policy or not, the trend appears to be that, in practice, there is a decline in benefits -- especially at some properties. Too many areas of decline in service/benefits received does a trend make?

I am not surprised. The Diamond Desk (in the US) is increasingly staffed by incompetents by measure of responses I've received from many of its CSRs. Furthermore, "Hilton International" and "Hilton US" have a rather weird relationship so what one does and what the other does is not always in perfect alignment. (That may be a partial explanation on why the stated benefits are different "overseas" than "domestically". Regardless, in practice, the benefits seemed to have been better "overseas" than in the US these past few years.)

Policy or not, the trend appears to be that, in practice, there is a decline in benefits -- especially at some properties. Too many areas of decline in service/benefits received does a trend make?


Any idea how this affects the Mexican/Carribean properties? Or the Asia and Pacific properties? I do use them (not as frequently as others) and always enjoyed great benefits!... ^

Am stoppinbg at the Hilton Istanbul, next week on points.

On this subject of lounge access has any diamond member stayed there recently. Am I likely to get the same treatment as the Berlin Hilton?

After reading that arrogant letter posted by bruin as having received from Lee Scott of HH, I e-mailed HH told the we were members of Flyertalk the world largest frequent flyer community pasted bruin post including the letter and asked them assuming the contents of the response was as shown whether that is the sort of customer service one could expect.

Got this e-mail this AM.

Not sure they read it fully because they apperently thought I was the stayer :)


Dear Mr. SXXXXXX,

Thank you for your e-mail concerning your recent visit to the Munich Park Hilton.
At Hilton International, our aim is to provide outstanding customer service and it is never our intention for anybody to be less then satisfied with our services. Please accept my sincere apologies for the e-mail response sent to your previously. The wording was totally inappropriate and by no means a reflection of our usual standard. Please be assured that the staff member responsible for this communication, is no longer part of the Hilton team.

Please see below our policies for Executive Lounge access for your reference:

1. If the hotel has an Executive Floor with room availability at the time of allocation (normally in the early hours of the arrival day), then all Diamond VIPs should be upgraded to Executive Rooms.



2. If the Diamond member has booked an Executive Room, the hotel should offer the guest an alternative amenity.



3. For hotels that do not have an Executive Floor, Diamond members should be upgraded to the next best available room type from the one they have booked.



4. If a hotel's Executive Floor is fully occupied, Diamond members should be upgraded to the next best available room type from the one they have booked. In this instance, the member SHOULD NOT be granted access to the Executive Lounge. Only those guests staying on the Executive Floor should have access to the Lounge.



5. If there are no rooms to upgrade Diamond member to, Executive or otherwise, they should be offered complimentary Hilton breakfast each morning of their stay. This includes the members choice of room service breakfast (Continental Breakfast) or in the restaurant.



6. If there are no rooms to upgrade the Diamond member to, Executive or otherwise, and they are already on a breakfast inclusive rate, the member should be given an alternative amenity.

Mr. Sxxxxx, although apologies "after the fact" do little to make amends, I do sincerely regret the incidents which caused your overall impression of Hilton to be less favourable.

Furthermore, thank you for taking the time to document your concerns. It is through such communication that we are given an opportunity to evaluate our performance and ensure that we deliver the standard of service expected of Hilton.

If I can assist you further with this or any other HHonors related issue, please do not hesitate to contact me. I will be happy to help you personally.

For now, my best regards,

Gaynor Creran
Guest Relations Manager
Hilton HHonors
UK&IR/EUR/M.EAST/AFR
NOTE THE TERMS FOR LOUNGE ACCESS, WHICH IS EXPANDED ON IN THIS RESPONSE.

As a result two things ( I have always thought) appears more clearly to me
a) One is likely to get a better room/upgrade if checking early in the checkin period.
b) Some property front desk personnel most likely are to lazy to go through the sequence of the lounge access/breakfast/upgrade process.

I intend to print out a copy of the above response so I am able to show it to check in personnel if needed and I presume the above is only relevant to Intertnational HH.

mike

"Next best available room type from the one they have booked"? It sounds like a devaluation in practice yet again. It sounds more like a one category upgrade. Did I get that right?

I am glad to see that it was not isolated to the Berlin Hilton and that there does seem to be some sort of writen directive. Application of this new directive does seem spotty, but what must be understood is that while they maybe never had to do anything nice to Diamonds, they did and now they won't. As this Club benefit only really had its fullest advantage in Ex-US sites, I am getting quite reluctant to continue to do business there and if anyone in Hilton had any sense they would 'restore' the benefits to the situatuion prior to this past sumer

Most of my stays are at non-US/Canada places, and the upgrade and lounge access is a factor for me in choosing hilton family over other cheaper alternatives. Is it worth compiling a list of hotels that have stopped providing this benefit?

Most of my stays are at non-US/Canada places, and the upgrade and lounge access is a factor for me in choosing hilton family over other cheaper alternatives. Is it worth compiling a list of hotels that have stopped providing this benefit?

Most certainly. Are you volunteering (to at least start the thread)? :D

list here (http://www.flyertalk.com/forum/showthread.php?t=472095)

It is certain there is a new directive (at least sent to the Berlin Hilton), that starting June 1 this year, the standard treatment obtained on all previous visits of upgrade to Ex Floor and Lounge access was a given for Diamonds has ceased for all European and African Hiltons. I am (perhaps was) a very active doamond (on rolling tier I am good till December before I fall below threshhold) so it has nothing to do with activity but again some change in policy. I am just trying to find out what the directive actually says, couldn't quite get the scoop from the front desk in the short time I had.

I did get the free breakfast but I seriously doubt that aspect could ever change. If this becomes an option that what is the benefit of Diamond vs Gold?

Stayed at the Hilton Heathrow last night and currently at Hilton Zurich Airport, all on awards.
Heathrow did not give me an upgrade to thier Executive floor, (they never did anyway(, but gave me access to the exec lounge. They were good enough to place 4 apples in my room though. (must have thought a horse was stopping in the room(
Zurich Airport was great, Exec room and lounge access plus water and goodies in the room.

Strange how things differ though from hotel to hotel / there appears to be no consistency. Spoke to a junior manager, though, who was having a drink after his shift at Heathrow and he stated quite a few GM-s were concerned about the exec lounges and the fact that people were using them solely to eat free and drink free / big time, and the fact that it was having an impact on revenue.

The last paragraph of this posting does not reflect the opinions of the writer / by the way

"Next best available room type from the one they have booked"? It sounds like a devaluation in practice yet again. It sounds more like a one category upgrade. Did I get that right?
These are exactly the words used at my checkin at the caledonian Edinburgh.
I had booked a standard and they upgraded me to a deluxe.just one category up-when they were clearly not full.
After a big fuss I was given a castle view-with aircon. :cool:
I do hope the cavalieri and the ADT paris do not adopt this strategy :(

Stayed at the Hilton Heathrow last night and currently at Hilton Zurich Airport, all on awards.
Heathrow did not give me an upgrade to thier Executive floor, (they never did anyway(, but gave me access to the exec lounge. They were good enough to place 4 apples in my room though. (must have thought a horse was stopping in the room(
Zurich Airport was great, Exec room and lounge access plus water and goodies in the room.

Strange how things differ though from hotel to hotel / there appears to be no consistency. Spoke to a junior manager, though, who was having a drink after his shift at Heathrow and he stated quite a few GM-s were concerned about the exec lounges and the fact that people were using them solely to eat free and drink free / big time, and the fact that it was having an impact on revenue.

The last paragraph of this posting does not reflect the opinions of the writer / by the way

Maybe if hotel restaurant and room service prices weren't out of line with reality, more people would use them. But given the choice of walking down the block for $5 hamburger or getting a $10 hamburger from the hotel restaurant or a $15 hamburger from room service, most people are going to do the former.

These are exactly the words used at my checkin at the caledonian Edinburgh.
I had booked a standard and they upgraded me to a deluxe.just one category up-when they were clearly not full.
After a big fuss I was given a castle view-with aircon. :cool:
I do hope the cavalieri and the ADT paris do not adopt this strategy :(

Thanks for that advice, tinkybell. Am staying at the
Calley next weekend in a deluxe. As a diamond I will be interested to see where they place me. There's no lounge I gather and I am on a breakfast rate anyway so I will be on my guard. It has to be bettter than the 4 apples I received in the Hilton Heathrow last Thursday. Still I was able to do a juggling act when I got bored :confused:

Post June 1st experience
Hilton SXB : award stay - upgrade to executive floor - lounge access - free breakfast in lounge, room or restaurant ^
Hilton IST : upgrade to executive floor - lounge access - breakfast in lounge, but I used the restaurant, as breakfast was included in the room rate
Hilton IST Park SA : upgrade to a 6th floor room on the Bosphorus (no executive lounge in the hotel) - unfortunately, no information about breakfast as I had breakfast elsewhere
Hilton LHR (3 stays): upgrade to executive floor (I have always been upgraded as Gold - 4 years ago - and Diamond) - lounge access - breakfast in lounge only
Hilton ORY (3 stays): upgrade to junior suite (no executive floor in the hotel, overall experience over 4 years : upgrade to HHonors floor 2/3 of my stays - upgrade to junior suite 1/3 and actually 100% since June 1st :)) - free full breakfast in the restaurant (it used to be only continental)
Hilton ATH : upgrade to executive floor (every single stay) - lounge access - breakfast in lounge only
Hilton CDG : upgrade to very nice corner room (every single stay) - breakfast in lounge only; I paid for breakfast in the restaurant as it opened around 6.00 AM, while the lounge was opening one hour later
Hilton VIE Danube : upgrade to a room with a very nice view (that is the best possible upgrade in the hotel, no executive floor) - free breakfast in the restaurant (at last, this was seldom the case in the past)
Hilton HEL Strand : upgrade to executive floor (every single stay) - lounge access - breakfast in lounge, but I had breakfast at the restaurant as it was included in my rate
Hilton HEL Kalastajatorrpa : miserly upgrade to a room with a poor view (no executive lounge in the hotel) - breakfast included in my rate (was not offered in a pre June 1st stay when it was not included)
Hilton KUL : upgrade to executive floor - lounge access - breakfast in lounge

Hilton Munich Park - no Executive room upgrade nor lounge access :td: - full buffet breakfast offered in ground floor restaurant
Hilton ORY - booked a room for next January - alraedy upgraded to a Junior Suite ^ ^ ^
Hilton Lyon - booked a room for next April at the LYS Beaujolais DO - nothing special on the reservation on the web site

Not in many hotels across europe now. In London they actually had a printed hotel policy of one or the other but not both.

If you're a Gold or a Diamond, you should get breakfast, even if you got an upgraded room.

See the thread linked in post #43 for examples of hotels no longer as generous.