Hilton HHonors - Where Have All The Upgrades Gone?

First off, let me preface my comments by saying that I am a HUGE HHonors fan and have been Diamond for the last 10+ years. I rarely stay anywhere other than Holton properties, so please don't take my comments as Hilton-bashing by any means.

Over the last 6-months to a year, I have noticed that I rarely get upgraded anymore. A year ago I could almost count on an upgrade to a one bedroom suite at HGI once in every 3 or 4 stays (depending on the property). Similar odds at full-service Hilton properties. However, I have noticed a significant drop in the number of upgardes I've received at Hilton-brand properties across the country lately.

I don't understand the reason why upgrades are so hard to come by (at least for me), but I have one theory. Last week I used the e-Check-In function at a HGI property in Illinois. The check-in page said "we're sorry we can't upgrade you today, but choose from one of these rooms below." I was able to click on a King Suite, but a box opened up that said it would cost me another $30 for the upgraded room. I'm guessing for $30 bucks, a lot of business travellers are simply paying for their upgrade since the cost is so low.

I'm assume that Hilton generates a fair anount of revenue when members opt for the upgraded room and pay the difference, but that takes inventory out of the pipeline for those of us on a corporate travel budget who were hoping to earn an a FREE upgrade, due to our loyalty to the brand and the fact that we sepned 50+ nights a year in Hilton Hotels (nationwide or worldwide).

In short, I'm okay with Hilton making money selling upgraded rooms, I get that, but what happens to our "perk" for being loyal customers? Unless we pay we don't get to stay? (in an upgraded room anyway)

Yout thoughts?

First off, let me preface my comments by saying that I am a HUGE HHonors fan and have been Diamond for the last 10+ years. I rarely stay anywhere other than Holton properties, so please don't take my comments as Hilton-bashing by any means.

Over the last 6-months to a year, I have noticed that I rarely get upgraded anymore. A year ago I could almost count on an upgrade to a one bedroom suite at HGI once in every 3 or 4 stays (depending on the property). Similar odds at full-service Hilton properties. However, I have noticed a significant drop in the number of upgardes I've received at Hilton-brand properties across the country lately.

I don't understand the reason why upgrades are so hard to come by (at least for me), but I have one theory. Last week I used the e-Check-In function at a HGI property in Illinois. The check-in page said "we're sorry we can't upgrade you today, but choose from one of these rooms below." I was able to click on a King Suite, but a box opened up that said it would cost me another $30 for the upgraded room. I'm guessing for $30 bucks, a lot of business travellers are simply paying for their upgrade since the cost is so low.

I'm assume that Hilton generates a fair anount of revenue when members opt for the upgraded room and pay the difference, but that takes inventory out of the pipeline for those of us on a corporate travel budget who were hoping to earn an a FREE upgrade, due to our loyalty to the brand and the fact that we sepned 50+ nights a year in Hilton Hotels (nationwide or worldwide).

In short, I'm okay with Hilton making money selling upgraded rooms, I get that, but what happens to our "perk" for being loyal customers? Unless we pay we don't get to stay? (in an upgraded room anyway)

Yout thoughts?


Yes, it does seem that way and I have witnessed the same type of trend. I've developed close friendships with several Hilton employees that I play golf with, and from what they've told me is that it all boils down to availability.

I've asked them for some examples, such as "the hotel doesn't seem busy with activity, yet I did not receive my preferred type of room." One answer was that they have groups that book the high-end categories and are contracted a certain amount of rooms, which leaves less for upgrades for the Gold and Diamond members. Others have said that they attempt to give out free upgrades, yet some members return asking for "something better."

In a perfect world, we would always get our upgrades on each visit and everything would go smoothly; however the reality is that most of the hotels average a high occupancy throughout the year (especially at resort locations), and they just don't have the inventory to satisfy every member to their liking. Type of view and room/suite types differ from person to person.

I have been treated very well as a Diamond overall (at MOST of the hotels I've stayed at), and I must treat each visit differently when something isn't available and be flexible to help my cause.

I see the bottom line as it's a business, just like any other, and you need to generate revenue. Heck, I hardly receive free upgrades on the airlines anymore, as it's almost always full.

Check out the "enhancement" known as "NOR1" (http://www.flyertalk.com/forum/showthread.php?t=639431&highlight=nor1) upgrades. :td:

Not only in San Fran but apparently also at New York Hilton (http://www.flyertalk.com/forum/showthread.php?t=649288)

Thank goodness, I still get upgrades when available - but NOR1 is bad news IMO, when they apply that instead of courtesy upgrades to elites. With friends like that, who needs enemas... ;)

Check out the "enhancement" known as "NOR1" (http://www.flyertalk.com/forum/showthread.php?t=639431&highlight=nor1) upgrades. :td:

Check out the "enhancement" known as "NOR1" (http://www.flyertalk.com/forum/showthread.php?t=639431&highlight=nor1) upgrades. :td:

Not only in San Fran but apparently also at New York Hilton (http://www.flyertalk.com/forum/showthread.php?t=649288)

NOR1 is also in Hilton Waikoloa Village :rolleyes:

Wow! I can't believe I missed all the talk about Nor1 on Flyertalk until now. That is seriously bad news for HHonors members. Within a couple of years complimentary elite upgrades may be little more than a theoretical benefit. :td: :td: to Hilton for leading the charge.

SG

Wow! I can't believe I missed all the talk about Nor1 on Flyertalk until now. That is seriously bad news for HHonors members. Within a couple of years complimentary elite upgrades may be little more than a theoretical benefit. :td: :td: to Hilton for leading the charge.

SG

Yes and you will note that quite a few FT'ers were arguing that NOR1 is a good thing and upgrade percentages would not be impacted. I too have seen the decrease in "real" upgrades and IMHO this is part of the whole NOR1 approach to managing rooms. It only hurts us and for the life of me I can't understand why so many informed travellers would want NOR1 or any other program that utilizes OUR rooms. Oh well..we will see how this shakes out by the end of the year but I am dissapointed in HH even though I am a loyal 200+ night per year customer.

I get more upgrades International than domestic. Domestic seams to think "your not really special?"

For me, it seems to be a Demand issue. I've been staying the majority of my time the last 2 1/2 years at 3 properties. All 3 seem to be at 99-100% full each week M-Th/Fri. I have to be sure to book at least 1 week out to get a room (without Diamond force with would increase the price) and 2-3 weeks out to even get my non-smoking room choice.

In the past few years corporate travel has been increasing at a rapid pace and just as airline seats on major routes are close to 100% full (at least on my flights), the same is holding true for hotel rooms.

Hilton just needs to continue building more hotels, and while they are at it, more upgraded rooms that we can upgrade to for free :)

I get more upgrades International than domestic. Domestic seams to think "your not really special?"

Ive noticed that too. I almost always get upgraded on international stays ^ but NEVER domestically :td: .

Since fast-tracking to Gold 5 years ago, I've always gotten upgraded at Hiltons, Doubletrees and Embassy Suites - HGI's and Hamptons not so much.
Only time I ever asked was a couple of years ago at San Francisco; had my folks with me in a 2nd room, and wanted to be sure they stayed in the "upgraded" lodgings (Nor1 wasn't a gleam in Daddy Hilton's eye then).

Just currious about the type of upgrades you are hoping for when staying at a Hilton family property?

Comped Diamond 8 months ago, 22 stays since (including 8 international), ZERO suite upgrades. I did get rooms that included free water twice, though. I haven't tried to redeem any points yet, so have not seen the benefit of Diamond vs Gold yet. Sounds like I may never see much of a benefit...

My success in upgrading (as HH Gold and since a few days as a HH Diamond) has been quite good. A few days ago, I had a reservation for an Executive Room atthe Conrad Hong Kong and was upgraded to a huge 2 room King Suite with a marvelous view. When staying at other Hilton properties, I was upgraded at least 50% of the time.....

Just currious about the type of upgrades you are hoping for when staying at a Hilton family property?

That was my thoughts also.:)

If one stays at mostly NA properties how do you know you havent been upgraded? Most properties dont have that much variation in rooms or facilities. What upgrades would one expect at a HGI, a bigger chair at the desk.?:rolleyes:
ok so some do have larger rooms and a few have suites but its not a big deal to me at least, provided I get lounge access at Hiltons ( but domestically I dont use the lounges that much since the offerings are pretty meager anyway)

Now Intenationally thats a different story. I can say catagorically that I have never stayed at a non-North American property AND NOT BEEN UPGRADED.
Perhaps its becuase most of my stays are personal/leisure so they tend to avoid high demand periods or I am just lucky.

mike

Hmmm. I was going to attribute my recent lack of upgrades to my tendency toward longer stays. Mattress hopping was just wearing me out, so I've gone back to staying in the same property for 5 nights in a row. That pretty much kills the upgarde to a suite option. I still get executive floor or lounge access though.

I've had my eye on the NOR1 situation. It pops up anywhere I regularly stay and I am gone to Marriott so fast, I'll be invisible. So far, nothing.

I got upgraded last week in the Hilton Rome Airport from the normal room to an executive room. Though, nothing special in the lounge. Almost no food selection.

no upgrades, ever. Last upgrade was at HHV almost 2 yrs ago and was staying on points.

no upgrades, ever. Last upgrade was at HHV almost 2 yrs ago and was staying on points.


A couple of months ago, I checked into the Embassy Suites downtown Portland, OR with a reservation for a King studio; My Way pref set for the 1000 points, and no snacks (which the hotel certainly recognized as that's what I got on that score). Check-in clerk said nothing one way or another about an upgrade, and I didn't ask (nor care). Opened the door, and there was my suite.

Hilton downtown Portland I understand is notoriously difficult to upgrade on weekdays. My half dozen or so weekend stays have always been upgraded.

Never get an upgrade at an HHons group property (30+ stays a year) as a diamond and sadly dont ever expect one. Thats not to say thats how I want it, the entire program is pretty poor to how it was say 5 years ago when things were certainly better (ok, I sound like my dad..!). The letter on checking in is a joke and a waste of evrrybodies time and paper, a little creative offering (dunno, maybe some toiletries, small bottle of wine, free film, anything!) that is different every stay would do alot to raise the oooh factor, especially when the family is with me. As it is, my wife thinks I'm daft for staying loyal as everytime we stay almost anywhere, the status benfits are effectively zero to her...