Hilton HHonors - As a Diamond member you may hope for an upgrade....

TFL arrived pretty tired at midnight at the Frankfurt Hilton after a long flight. As they had a trade fare in Frankfurt and the only rooms available were Executive Rooms, TFL had to take the lemmon paying 519 Euro for the benefit of having no lounge available because that already closes at 11 pm.

But, as always, some bargaining might be a nice idea. But not in Frankfurt:

TFL: Could you be so nice to check whether you have a breakfast cupon available, please.

CIA: But you have the lounge available and can have breakfast there.

TFL: But I would prefer a full breakfast and this hotel offers Diamonds the choice between un upgrade and a breakfast in Pacific Colors**

CIA: This is correct, but you are on Executive Floor.

TFL: I am aware of this as I paid 519 Euro to get on Executive Floor.

CIA: You can have breakfast there....

TFL: **:mad: ** But as I pay for Executive Floor, what is my benefit as a Diamond? I would appreciate a free full breakfast. If you cannot give me the one choice, I have available as a standard perk as I have already paid for the highest room category I would appreciate the other standard choice, the full free breakfast.

CIA: There is no further benefit if you are on Executive Floor

TFL: You are telling me: If I book a standard room I have the choice between an upgrade and a free full breakfast and if I book Executive floor, there is no benefit at all, not even the free full breakfast I can always get??

CIA: As a Diamond member, it is your benefit that you may always hope for an upgrade...

TFL: So if I summarize you correctly: You most loyal guests paying the most expensive rates for your very best room category will get not a bit of appreciation?

CIA: :confused:

TFL: Thanks a lot for your kind assistance and rest assured, this hotel may always hope that I come back. This might be as likely as getting a free breakfast for Diamonds paying 519 Euro a night.


Enjoy your day!


* Check in Agent, according to the name tag a supervisor
** the hotel restaurant

Ok.. that is pretty disgusting when compared how I am treated as a HH Diamond or Marriott Platinum in the states. The other thing to remember, this was the night shift, get some sleep, wake up in the morning and go talk to the front desk manager... I think for 500+ Euros.. they could throw a Diamond a meal.

Sounds like Germany... good luck!

Sounds like Germany... good luck!

Being German, I don't believe that this steretype is true. For me it seems to be the arrogant attitute of hotel staff in a place that gets filled with travellers not paying out of their own pocket and choosing this place just because it has the Hilton brand. The New York Hilton can be very much the same.

That sounds like a shocker - This is a very strange logic the check in person was givin in many ways. Firstly that there should be no breakfast, no upgrade if you are in a good room or that Diamonds should be spoken in this manner.

It is not uncommon for my whole hotel experience be changed by one individual member of staff that has a negative attitude. If you look on trip advisor - some hotels such as the Caladonian in Edinburgh get mixed reviews regarding service.

I have had my fair share of rude and negative staff regarding everything from the rate to upgrades and wife stays free business (which no one at hilton claims to know about...)

I find that simply putting the phone down and calling someone else at the hotel often works best - until you get a good egg. Or maybe call back in the morning to hope someone else is availble or a manager to complain to.

What ever the ever changing upgrade policies are at HIlton are, as Diamonds we stay a lot, spend a lot and are generaly very good customers, Hilton should look after us in the best way that is available to them. In what ever business we are all in, if we consider a customer to be a big spending VIP then we would all go the extra mile and basicly let them do what they want, I know I do. I know that there are loads of Diamonds and Golds about but this is not my fault and even so - most Diamonds earn it by spending big bucks and being loyal so Hilton should go the extra mile for us.

The fact of the matter is far too many people at hilton see Golds and Diamonds as A) Pains in the neck people who want want want and are thrying to con them out of everything and B) safe customers who are committed to staying at Hilton and can be forgot about as we will com back anyway - not like the fly by night customers who look for the best deal or a hotel in a nearby location. The hotel may have a chance converting these people into long term custoemrs - that they can then forget about....
Some Hotels this is - I know a load of Hiltons that treat me well but I know too many that dont.

Rant over.

€519 at the FRA Hilton could be considered quite a rip-off ! I guess everything else was also fully booked due to trade shows.

Usually in these cases I move over to Wiesbaden (e.g. RadissonSAS Schwarzer Bock), Mainz (2 x HH) or even Mannheim (Dorint Sofitel only 35 mins from FRA by ICE train).

Sounds like Germany... good luck!

Huh :confused: I assume you lived in Germany for many years, or where does your profound knowledge come from :rolleyes:
Trade fair in FRA is one of the worst times you can visit, but 500 EUR sounds a lot even for peak season.
I agree that the hotel should have been more accommodating, but just as a technical question: Was the OP entitled to breakfast in the restaurant? Which part of HH T&C implies that you can get 'any' breakfast option you want?
In my experience you get more if you come down in the morning and nicely ask for a 'favor' rather than playing the 'I am a gold/diamond and I want this' game.

I agree that the hotel should have been more accommodating, but just as a technical question: Was the OP entitled to breakfast in the restaurant? Which part of HH T&C implies that you can get 'any' breakfast option you want?

To give you a technical answer, yes the OP was entitled (otherwise he would not have written the post):

At hotels that do not have upgraded types of accommodations or an upgrade is not available, Diamond VIPs will receive additional amenities and/or services, which vary by property.

And this additional amenity at the Frankfurt Hilton is - as I am aware of as a frequent guest (and even the accomodating young lady at reception was aware of) - full breakfast. And rest assured, the OP asked very nicely in German and only referred to any status after this young lady kept being stubborn.

By the way: Most if not all German Hiltons give you free full breakfast either in lieu (Frankfurt, Duesseldorf) or even in addition (Berlin, Munich, Mainz, Dresden) to an executive floor upgrade.

Whenever I pay for a room to the executive floor (US or Europe) I never expect nor do I receive additional benefits.

To give you a technical answer, yes the OP was entitled (otherwise he would not have written the post):



but the OP was already on the Exec. floor, so is the hotel 'required' to give you an additional 'upgrade'? And where is it written that a full breakfast 'must' be provided?
Again, I think they should have done a better job, but after reading the HH T&Cs again, I don't think there is a hard rule about any such benefit.

And where is it written that a full breakfast 'must' be provided?

In the handbook of this specific hotel. They give you the choice between upgrade (if available) or full breakfast. Simply take it as given.

In the handbook of this specific hotel. They give you the choice between upgrade (if available) or full breakfast. Simply take it as given.

interesting, where do I get such handbooks? Not that I was ever denied a full breakfast at the FRA Hilton, but this would be useful to have.

there was a post and i verified with the diamond desk that as a diamond member, if you book the executive floor, no additional upgrade is available. The hotel may at its discretion offer an additional amenity which may range from the 1000 points to local gifts.

The only push from hilton customer service is the insistence on the executive floor upgrade be given to diamond members unless sold out.

Verified with Hilton Hhonors in texas.

The reality is that the hilton chain esp after the hilton buyout has been noticeably stingy with loyal members. I have seen diamond members "conning" suite upgrade from managers/front desk staff. I have also witnessed my waiting time for a room getting longer and longer. The longest i have waited is 4 hours and even then i ahd to go down and insist on speaking with the front desk manager before i got a room, not an upgrade.I have also notice that a lot of hilton properties have this attitude that "you should be fortunate you have lounge access" when lounge access is not restricted.

They also did I nice one in the Beverly Hilton. I had reserved an including full brekkies rate and somewhere in the T&C is says that if one has an incl brkfst rate the hotel will provide an substitute F&B amenity. I got a bottle of still water ( which I already had received as a Gold amenity ) and six strawberrys dipped in chocolate. Bloody cheapskates. Pissed me really off.

Huh :confused: I assume you lived in Germany for many years, or where does your profound knowledge come from :rolleyes:
Trade fair in FRA is one of the worst times you can visit, but 500 EUR sounds a lot even for peak season.


My apologies.. but my experience in Germany have been that rules are rules.. Also, I have had considerable problems with our travel partners there. Our rental car company there consistently tries to charge for any scratch,etc that is pre-existing.. (new policy is to take a camera and photo the entire car for proof). Also, the hotel we stay at gives us exactly what we negotiated, and unwilling to bend in unusual circumstances. Was not an insult to Germany, just reminded me of my experiences there.

I don't think this is only a German thing, more of a problem of "I'm only working here" and "going by the rules". I think everybody in the service business should not only be allowed but also be able to use their own brains. If booking a room for 500€ for only a few hours, there should definitely be something more waiting in your room than a free bottle of water.

I don't think this is only a German thing, more of a problem of "I'm only working here" and "going by the rules". I think everybody in the service business should not only be allowed but also be able to use their own brains. If booking a room for 500€ for only a few hours, there should definitely be something more waiting in your room than a free bottle of water.

I won't ask what -- I mean whom -- you have in mind. :D

More seriously, hotel staff too often just doesn't understand what it means to be in the service business and that common sense should apply. €500+ for a room and being cheap about the breakfast given to free to Diamonds on cheaper rates deserves :td: :td: , policy or not, for being stupid.

I was of course thinking about TWO bottles of water. ;)

The Germans really are sticklers for rules - or in this case, what the believe to be the rules. In the US, a "supervisor" would most certainly have handed over a breakfast coupon at the first sign a Diamond member paying a huge sum for a room was getting annoyed (at a recent Hilton, my OLCI upgrade was removed upon checkin and, upon complaining, I immediately received dinner for two!).

But the Germans - in my experience with German hotels - are not physically able to do anything unless it says somewhere that they're allowed to. Doing so would immediately send them into seizures. :p

That said, the OP should be banging out a letter to the Diamond Desk for some points... outrageous behavior on the hotel's part!

I can fully understand why the OP wanted the full breakfast. I was just at the Frankfurt Hilton last week and the breakfast on the Executive Floor is pretty pitiful. I was very happy to get upgraded to the Executive Floor on a relatively cheap rate so I have no complaints but the breakfast was very lacking. The evening snacks were much, much better. I agree that if the OP had already paid the expensive rate for the Executive Floor, common sense would dictate a free full breakfast in the restaurant downstairs as a Diamond benefit. It should not even be an issue.

Last week I stayed at the DUS Hilton on a very very cheap prepaid stay (€69 inkl. tax). I was upgraded to the exec floor at checkin AND was given a voucher for breakfast in the lobby restaurant. The agent gave this to me and said that if I didn't want to go to the exec lounge I could try out the "real" breakfast. First time this happened though. If I get the exec room as an upgrade I never get the BF vouchers - which is fine with me as I hardly ever take breakfast.

The agent at the FRA Hilton was being very cheap !

I don't think this is only a German thing, more of a problem of "I'm only working here" and "going by the rules". I think everybody in the service business should not only be allowed but also be able to use their own brains. If booking a room for 500€ for only a few hours, there should definitely be something more waiting in your room than a free bottle of water.

It is a pretty common perception for anyone dealing with German companies that they do operate with a "rules are rules" mindset. The problem I have found with doing business in Germany is that they find it hard to distinguish between "rules" and "policies". Policies are guidelines that ABSOLUTELY can and should be "broken" based on a situation. I think it is disingenuous to say that is not the case...it just is. Japan is often like that as well.

The Germans really are sticklers for rules - or in this case, what the believe to be the rules. In the US, a "supervisor" would most certainly have handed over a breakfast coupon at the first sign a Diamond member paying a huge sum for a room was getting annoyed (at a recent Hilton, my OLCI upgrade was removed upon checkin and, upon complaining, I immediately received dinner for two!).

But the Germans - in my experience with German hotels - are not physically able to do anything unless it says somewhere that they're allowed to. Doing so would immediately send them into seizures. :p

That said, the OP should be banging out a letter to the Diamond Desk for some points... outrageous behavior on the hotel's part!

Exaclty. Well put.

Upgrade :confused: I'd just be happy to get the room I reserved through the Diamond desk, or to get my room when I arrive at the hotel and not have to wait (because it wasn't clean) and watch others check in (because they upgraded to get a clean room - a choice I wasn't offered). So far Diamond has not been a good experience for me.

I have been a diamond for two years now and have never seen the inside of a suite. Tomorrow I am heading to the Kansas City Hilton for two nights and based on this thread I called the diamond desk to ask about a suite upgrade. A very nice lady basically told me that I had to ask the hotel directly and gave me the number. I called the GM and surprise, surprise he is upgrading me to a junior suite - wooohooo.

In comparison here is a recent Hyatt experience. I am a basic member with Hyatt and recently stayed at the Lexington, KY Hyatt. I walked in to find that I was the "guest of the day" and was upgraded to a presidential suite. Oh and that was on a $79 corporate rate. If only Hyatts were more convenient to most of my regional offices I would switch all my business to them.

I also had a great SPG experience. I am SPG gold and booked a reward stay at the Westin Maui in an ocean view room. When I checked in they were out of OVs and had to downgrade me for a night. As compensation I was given dinner for two and their best restaurant. The comp included appetizers, entrees, dessert and a bottle of wine with no limit.

So SPG and Hyatt proactively reward low and no status people. While HH only rewards diamonds who demand it and then rarely so. I wonder if diamond is just too common and if HH needs another status level?

I have been a diamond for two years now and have never seen the inside of a suite. Tomorrow I am heading to the Kansas City Hilton for two nights and based on this thread I called the diamond desk to ask about a suite upgrade. A very nice lady basically told me that I had to ask the hotel directly and gave me the number. I called the GM and surprise, surprise he is upgrading me to a junior suite - wooohooo.

In comparison here is a recent Hyatt experience. I am a basic member with Hyatt and recently stayed at the Lexington, KY Hyatt. I walked in to find that I was the "guest of the day" and was upgraded to a presidential suite. Oh and that was on a $79 corporate rate. If only Hyatts were more convenient to most of my regional offices I would switch all my business to them.

I also had a great SPG experience. I am SPG gold and booked a reward stay at the Westin Maui in an ocean view room. When I checked in they were out of OVs and had to downgrade me for a night. As compensation I was given dinner for two and their best restaurant. The comp included appetizers, entrees, dessert and a bottle of wine with no limit.

So SPG and Hyatt proactively reward low and no status people. While HH only rewards diamonds who demand it and then rarely so. I wonder if diamond is just too common and if HH needs another status level?

Nice post. Just goes to show that there is a huge variation in how you are treated based upon program and property.

My only recent experience was at the Weimar property, which lacks an executive lounge. As Gold on a reward stay, I was offered the breakfast buffet (which is excellent) and an "upgrade" room. The "upgrade" was truly disappointing, particularly so because I had been led to believe I was reserving a suite during the on-line reservation process. To get to the point - if the PRINTOUT on my reservation had not said suite, I was going to be stuck in a lesser room, or given an option to pay E100 for the upgrade. It REALLY made a difference to have something in writing to influence hotal staff.

misfit

[QUOTE=drewcwsj;7741468]I have been a diamond for two years now and have never seen the inside of a suite. Tomorrow I am heading to the Kansas City Hilton for two nights and based on this thread I called the diamond desk to ask about a suite upgrade. A very nice lady basically told me that I had to ask the hotel directly and gave me the number. I called the GM and surprise, surprise he is upgrading me to a junior suite - wooohooo.

QUOTE]

I'm a Diamond and I seem to get upgraded most of the time, even at Hamptons where it's not in the "rules." All I do is book online and in the comments section write" HH Diamond--please upgrade if possible."

It seems the hotels do not assume we want the upgrades :) But asking--one way or the other--does seem to help.

maybe they just don't like lawyers. (flying or other)