Hilton HHonors - No Diamond upgrade even Exec. room available!

I stayed in Hilton Amsterdam last weekend and had a quite interesting discussion with the front desk clerks regarding upgrade possibility.

I arrive to check-in and show show my HH card etc. I was checked in and the clerk did not mention anything about any upgrade. I went up to the room, and indeed I was not upgraded . I went down again and following conversation took place:

Me: Can you please check if I have Exec. loung access
Clerk: No, sorry Sir, you do not have a room at Exec. floor
Me : Ohh, there are no Exec. rooms available?
Clerk: Let me see...Yes, we have one room, but that would impact on your room fee [so, upgrade available if I would pay extra]
Me: Sorry, but my understanding is that Diamond members would get free upgrade if there is room available
Clerk: Ohh, I see, let me confirm with my colleague [Clerk 2 came, FD manager probably]
Clerk 2 starts checking computer: No, there are no Exec. rooms available for upgrade.
Me: But, you colleague just told me there is a room available
Clerk 2: Really, let me check again...no, no rooms available
Me: But please, I saw myself there were Exec. rooms available one minute ago, and also on the hilton.com right now.
Clerk 2: Oh Yes, we have Exec. rooms available to paying customers
Me: But, according to HH T&C I should get free upgrade if room is available etc...
Clerk 2: Yes, but only for some of our Exec. rooms. If we are too much booked we save some Exec rooms to try to sell to paying customers

Additionally to this rejected upgrade I did not receive any kind of free stuff for my room, not even a bottle of water!
Is this really OK according to HH T&C??
Should I send letter to the GM?

Thank you for your advise!

For me it sounds insane. I would write a letter to the GM. 1st time I hear this. I never had a problem with the upgrades when a room was available.

It is simply against the rules....

Since you had no lounge access, did they give you free breakfast in the restaurant?

For Hilton® Hotels outside North America:Upgrade to Executive Level or to the next best available room type (does not include suites). Upgraded rooms are subject to availability at the time of check-in and only guests that receive an upgrade to the Executive Level will be given access to the Executive Lounge. 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.If they upgraded you "to the next best available room type" they have satisfied the T&Cs. So a room on a higher floor or with views of the canals would be an upgrade. I'm not saying it's right but that is the way the rules are writen - very loosely.

For Hilton® Hotels outside North America:If they upgraded you "to the next best available room type" they have satisfied the T&Cs. So a room on a higher floor or with views of the canals would be an upgrade. I'm not saying it's right but that is the way the rules are writen - very loosely.

YES, I received a room with view of the canals on 3rd floor.

Since you had no lounge access, did they give you free breakfast in the restaurant?

YES, I received free breakfast in the downstairs restaurant.


BUT, my confirmation point was if the hotel can deny me upgrade to Exec. room even they have availability.

Unfortunately it seems like the answer might be YES.

Checked into Hilton Addis Ababa. When I asked if I had been upgraded, I was told no as the hotel was full. When I asked if I had Executive Club access, I was told no, as this required a room on the Executive floor.

When I stated that this was disappointing as I expected both an upgrade and full club access, the lady at reception got on the phone, spoke to someone, hung up, took back my card and gave me another one.

Which was for an Executive room with full club access.

I was not very impressed.

Going to check out the Sheraton tomorrow.

For Hilton® Hotels outside North America:If they upgraded you "to the next best available room type" they have satisfied the T&Cs.No, what the rule is saying is that if you had originally booked a room at the Executive level (or higher category), or if the hotel does not have an Executive level (or there is no availability at the Executive level), then your upgrade will be to "to the next best available room type".

What the OP is describing is, regretfully, very typical for Hilton properties in Europe. The front desk staff is instructed by the management to masquerade limited availability of Executive rooms as "no upgrade availability" to the guests. When confronted, the GMs had no difficulty confirming this hotel policy in writing.

No, what the rule is saying is that if you had originally booked a room at the Executive level (or higher category), or if the hotel does not have an Executive level (or there is no availability at the Executive level), then your upgrade will be to "to the next best available room type".

What the OP is describing is, regretfully, very typical for Hilton properties in Europe. The front desk staff is instructed by the management to masquerade limited availability of Executive rooms as "no upgrade availability" to the guests. When confronted, the GMs had no difficulty confirming this hotel policy in writing.

Thankfully, I don't have any Hilton in the plan, which will include Europe, for my upcoming RTW since I will be on vacation spending my own dime. It's all SPG in Europe for me as their properties tend to be oustanding and palace like in Europe. After reading this, I am certainly not willing to try my luck in Europe with Hilton.

Although I agree with KVS's interpretation, the way the rule is written is however unclear. In this sense, I largely prefer the way Conrad does things which states:

"Upgrade to Executive Floor (if available), OR Executive Floor Lounge access (if the hotel has a Lounge), OR complimentary continental breakfast for the member and one guest each day of the stay (guest must be registered at hotel). If the rate already includes breakfast, a special food and beverage amenity will be presented."

This is much clearer and that's why I have opted for Conrad Istanbul instead of SPG there.

If Hilton in Europe wants to play game with VIP benefits, I think we can vote with our pocket.

I had this discussion with the HiltonHonors marketing guys whether is has to be understood that

you get the next best room category from what you booked or
you get the next best room category compared to an executive floor room

and they confirmed the latter version (which always was my reading). The difference might be neclectable since several Hiltons only have "Rooms", "Deluxe Rooms" and "Exexcutive Rooms" so "Room plus 1 category" = "Executive Room minus 1 category". However, they confirmed that no deviation between Conrad and Hilton is intended: If an executive room is available, you get it.

I never ever again had any problems after I had that discussion:D (I was told that there is "something" in my profile , however, I have shifted most of my travel to Starwood because of overall much the better program (promos and upgrades). My advice can only be: Write nasty letters!

I never ever again had any problems after I had that discussion:D (I was told that there is "something" in my profile , however, I have shifted most of my travel to Starwood because of overall much the better program (promos and upgrades). My advice can only be: Write nasty letters!

Well, only if everyone is a lawyer who actually flies too! ;)

And of course there is the other side of the story.
Unlike some here who are quick to take what some have disappointed stayer the sum total of the picture, in all my HH stays in Europe, have never been denied Executive lounge access and as best I can tell I have been upgraded I wager 80% of the time.

Interesting all this rationalization ... " I stay at Starwood since HH must be bad..."

mike

P.S. have a wonderful time cashing in on those 25k Cat 7 SPG awards:)

European Hiltons are all over the place. Some upgrade when there is availability and some have taken up the "we've upgraded you to the next level room"....which really means that you haven't been upgraded - no lounge - no breakfast, etc. I was literally told once in Paris that my "upgraded" room had better lighting (it was also next to a generator or something that ran all night - another enhancement I guess).

Then there are the UK hiltons (with a few exceptions) that are just ridiculous in terms of any type of customer service. The Edinburgh airport hilton is a good example of upgrading you to a "deluxe" room - of course half of the rooms are "deluxe" which consists of a second chair in your room and an additional square meter or two of space. What they are really telling you is that you aren't receiving a free breakfast - and, oh yes, they don't have a lounge. So I'd like to decline the "deluxe" room and receive breakfast (me, after I'd figured out during first stay)...Sorry its our policy to upgrade and only offer breakfast if we can't....Hmmm I say, so lets say that we can't upgrade me....No we did upgrade you. Ok but I haven't gone to the room so lets not upgrade me - you get the drift. And this was after waiting about 40 minutes for the shuttle bus to pick me up at the airport. And then waiting another hour because at 11:30am they claimed that there wasn't any clean rooms in the hotel that I could be checked into.

The bottom line is that a growing number of European Hilton hotels are finding ways to not upgrade Diamond members.

YES, I received a room with view of the canals on 3rd floor.



YES, I received free breakfast in the downstairs restaurant.


BUT, my confirmation point was if the hotel can deny me upgrade to Exec. room even they have availability.

Unfortunately it seems like the answer might be YES.



You did get an upgrade and that's all they are supposed to give you by H&Hs T&Cs.

Having said this, I fully agree with you: As a Diamond I do also expect an upgrade to an exec. room or at least to have access to the lounge and free breakfast.

you can expect as much as you want, but you can't have it all. if you got an upgrade to a roomtype higher to the one you booked, then they're set.

the fd-manager actually was right when it was said that if they only have a few available they don't have to upgrade you.

sad but true

the fd-manager actually was right when it was said that if they only have a few available they don't have to upgrade you.Source?

Source?

At Hilton Family hotels outside the U.S. and Canada that have upgraded accommodations, Diamond VIPs will receive an upgrade to Executive Level or to the next best available room type (does not include suites). Upgraded rooms are subject to availability at the time of check-in and only guests that receive an upgrade to the Executive Level will be given access to the Executive Lounge. 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.

"subject to availability" is not the same as "if there are executive rooms available".

plus i've worked in the hilton chain. one does learn the tricks in the book.

"subject to availability" is not the same as "if there are executive rooms available".You are confusing "availability" (which is factual) with "estimated room occupancy forecast" (which is speculative).

plus i've worked in the hilton chain. one does learn the tricks in the book.It's not a "trick" -- it's a clear violation of the HHonors policy, both in the spirit and in the letter.

You are confusing "availability" (which is factual) with "estimated room occupancy forecast" (which is speculative).

It's not a "trick" -- it's a clear violation of the HHonors policy, both in the spirit and in the letter.
A room may be considered available for purchase but not available for upgrade. I do not agree that it is right but many hotels make that point every time you do not get an upgrade despite availability.

They set the rules and they are the final judge. And they are always right...

A room may be considered available for purchase but not available for upgrade.Not according to the HHonors rules.

I do not agree that it is right but many hotels make that pointThat only proves that many hotels are violating the corporate policy.

They set the rules and they are the final judge. And they are always right...The rules are set by Hilton corporate. If a property wishes to "set its own rules", they should become an independent hotel.

Not according to the HHonors rules.

That only proves that many hotels are violating the corporate policy.

The rules are set by Hilton corporate. If a property wishes to "set its own rules", they should become an independent hotel.HH does not define what is an available room, but I bet you that the agreement between HH and the property does define it clearly. The real problem is that we do not know what the rules are between HH and the properties. You see it black and white when it is really more complicated than that. I know what the T&C are but if a property decides to do whatever they want you do not have any recourses. The property always win. What is the penalty for a property that refuses to give you an upgrade???

HH does not define what is an available room, but I bet you that the agreement between HH and the property does define it clearly.Of course.

The property always win. What is the penalty for a property that refuses to give you an upgrade???I have dealt with these situations on a number of occasions, and won in each and every case. The penalty, imposed on the non-compliant properties by Hilton corporate, was a full refund for each night, during which the upgrade was improperly denied.

I agree to KVS. Available is a clear English term and it does not contain any restriction like "available for upgrade" or "available for sale". Available is available

There should be no question that a room is either rented/reserved for a guest or available. A room held for potential sale is certainly available. Hilton is quite clear about its use of the word. For example, take this familiar sentence:If a standard room is available, you can redeem points for it.

I agree with all of you that the definition of available is clear as far as we are concerned.

Lots of airlines will upgrade if space is available, space defined as whatever fare class they chose at whatever time.

For KVS to declare victory by complaining is somewhat shortsighted. Sure, you got a refund but the hotel with continue to define available as they please. A few hundred dollars is little to them when considering the potential income of keeping a room open for a late sale. In the long run it will not help the next guy with the same problem.

I stayed at the Hilton AMS last Nov.
No upgrade was given - I did get a couple drink coupons I could use in the very smoky bar and breakfast.

Lots of airlines will upgrade if space is available, space defined as whatever fare class they chose at whatever time.Availability in those cases is defined in terms of availability in a specific booking class. Airlines never refer to "availability" in unqualified/unrestricted terms, as is the case here.

For KVS to declare victory by complaining is somewhat shortsighted. Sure, you got a refund but the hotel with continue to define available as they please. A few hundred dollars is little to them when considering the potential income of keeping a room open for a late sale. In the long run it will not help the next guy with the same problem.My response was regarding the terms of the HHonors upgrade policy, and not the effectiveness of the penalties that are being applied for violating the said policy ...

Availability in those cases is defined in terms of availability in a specific booking class. Airlines never refer to "availability" in unqualified/unrestricted terms, as is the case here.
Just as in the case for hotels, the process is often less than transparent.

Just as in the case for hotels, the process is often less than transparent.Again, you're confusing a complex ("less than transparent") process with a blatant self-serving violation of a simple prescribed policy.

Again, you're confusing a complex ("less than transparent") process with a blatant self-serving violation of a simple prescribed policy.
Thanks, I did not realize I was being self-serving. I will be more aware next time.

Thanks, I did not realize I was being self-serving. I will be more aware next time.No, I meant self-serving for the properties.

No, I meant self-serving for the properties.Can you (or anyone else) suggest, at the time of checkin, how to force a property to upgrade you?

Can you (or anyone else) suggest, at the time of checkin, how to force a property to upgrade you?Calling central reservations from your room, asking them to make a new reservation (for the allegedly "fully-booked" Executive-level room), and having them fax a copy of the reservation confirmation to the hotel's fax number is always fun :p ...

Calling central reservations from your room, asking them to make a new reservation (for the allegedly "fully-booked" Executive-level room), and having them fax a copy of the reservation confirmation to the hotel's fax number is always fun :p ...

I remember having to do something like you described when I was a SPG Platinum but not as Hilton Gold or Silver. Some SPG properties, in the past, are notorious in making up reasons for not upgrading you. Why? I am not sure. I guess some properties only see the trees, not the forrest.

In my experience as a Hilton member during all these years, there was only one time that I had to fight for my upgrade and that was at the Hilton Waikoloa Village in Big Island, Hawaii. But even then, I can understand that property was somewhat special as you get tons of perks to be upgraded to Towers, including free breakfast, free evening tea, meal coupons and lots of other free amenities and better rooms. It was my first VIP Hawaii award, years ago before Hilton revamped the HHonors program to its current form.

If I was not upgraded at Hilton, I have been offered free breakfast, which was sufficient. More often than not, I get both although I wouldn't say the room makes that much of a difference usually as they tend to be marginally better.

That said, I don't recall staying at a Hilton ever in Europe (except the UK that is). For some reasons, it has always been Starwood for me in Europe perhaps because for the longest time, I have had a strong preference of Starwood over Hilton. Not anymore, just like how I imagined I would grow up to be a AA & Oneworld fan only to see myself firmly in Star Alliance territory and a very loyal one too. See, we never grow up to be what we thought we would become, and that can't be any clearer in my case and I think Hilton's consistent honoring of elite benefits play no small part in this. Even today, now a very loyal Hilton HHonors fan, all my upcoming European stays are still all Starwood. I hope those properties in Europe understand that consistency can trump extravagance if done well but never take a customer for granted.

Although I agree with KVS's interpretation, the way the rule is written is however unclear. In this sense, I largely prefer the way Conrad does things which states:

"Upgrade to Executive Floor (if available), OR Executive Floor Lounge access (if the hotel has a Lounge), OR complimentary continental breakfast for the member and one guest each day of the stay (guest must be registered at hotel). If the rate already includes breakfast, a special food and beverage amenity will be presented."

This is much clearer and that's why I have opted for Conrad Istanbul instead of SPG there.


I stayed at the Conrad Istanbul last Apr. during Easter weekend with aroom rate that included breakfast. I was not upgraded to an Executive Level room. I also did not receive any additional food and beverage amenities even though my room rate included breakfast which was served in teh Executive Lounge. I should have read the T&C before I went there.

I stayed at the Conrad Istanbul last Apr. during Easter weekend with aroom rate that included breakfast. I was not upgraded to an Executive Level room. I also did not receive any additional food and beverage amenities even though my room rate included breakfast which was served in teh Executive Lounge. I should have read the T&C before I went there.
Things may have changed at the Istanbul Conrad; I stayed there 20 or so times through to April last year; during that time the 15th Floor was called the Butler Floor and only guests staying on that floor could use the Butler Lounge which included free beverages, but alcohol only between 1800 and 1900! (IIRC) - I only got upgraded to the Butler Floor when paying a higher than usual rate on two occasions.

I stayed again two weeks ago and was upgraded to one of the Executive floors which are 12, 14 and 15 (no 13), and this included Executive Lounge access on the 15th floor - the floors have been renamed in the elevator (there is no Butler floor now) - with free beverages (including alcohol) through to 2300.

Whether this was a lucky welcome back treat, I'm not sure, I return next week so should get more feedback.

I just stayed at the Hilton San Francisco and had a similar experience. I got an upgrade to a room they call their 'Sight and Sound' room where the only difference is that there is a plasma TV in the room. When I asked about executive lounge access for gold members she stated they only gave it to diamond guests and it would cost me an extra $50. She gave me breakfast vouchers instead. Like stated early, they can get away with it because they only have to upgrade me to the next tier of rooms.

Things may have changed at the Istanbul Conrad; I stayed there 20 or so times through to April last year; during that time the 15th Floor was called the Butler Floor and only guests staying on that floor could use the Butler Lounge which included free beverages, but alcohol only between 1800 and 1900! (IIRC) - I only got upgraded to the Butler Floor when paying a higher than usual rate on two occasions.

I stayed again two weeks ago and was upgraded to one of the Executive floors which are 12, 14 and 15 (no 13), and this included Executive Lounge access on the 15th floor - the floors have been renamed in the elevator (there is no Butler floor now) - with free beverages (including alcohol) through to 2300.

Whether this was a lucky welcome back treat, I'm not sure, I return next week so should get more feedback.
It seems I'm now 2 and 2 - check-in on the 15th and upgrade to Exec Room, so things seem to be improving at the Istanbul Conrad ~ although they do want YTL20 for a Conrad bear.

It seems I'm now 2 and 2 - check-in on the 15th and upgrade to Exec Room, so things seem to be improving at the Istanbul Conrad ~ although they do want YTL20 for a Conrad bear.

I'll let you know if I get upgraded or not, the stay is coming up.

I'll let you know if I get upgraded or not, the stay is coming up.
Good luck.

A colleague of mine checked in last night and they were only able to give him a Bosphorous View Business Floor Room (11th floor), but he was given breakfast vouchers and Club Lounge access - this is a marked positive change from my previous stays last year.

Good luck.

A colleague of mine checked in last night and they were only able to give him a Bosphorous View Business Floor Room (11th floor), but he was given breakfast vouchers and Club Lounge access - this is a marked positive change from my previous stays last year.

Upgraded to Business Floor but not Executive Floor. Was given Club lounge access after asking. Turks are kings of hagging and bargaining and that applies even in Conrad!

I just stayed at the Hilton San Francisco and had a similar experience. I got an upgrade to a room they call their 'Sight and Sound' room where the only difference is that there is a plasma TV in the room. When I asked about executive lounge access for gold members she stated they only gave it to diamond guests and it would cost me an extra $50. She gave me breakfast vouchers instead. Like stated early, they can get away with it because they only have to upgrade me to the next tier of rooms.
I don't see what you mean by "they can get away with it." :confused: This implies that somehow, the hotel did something wrong in denying you access to the executive lounge and giving you breakfast vouchers instead.

But if you're Gold, you are not promised the same benefits as a Diamond!

I'm sure that the Diamond members appreciate that fact. ;)

I'm sure that the Diamond members appreciate that fact. ;)

For this diamond member at least, the fact that there is always uncertainty on checking in as to whether you get an exec room or lounge access or breakfast (especially in Europe) is the main reason why I do the minimum number of Hilton nights to retain Diamond and then spend the rest of the year in Marriotts where lounge access is a guaranteed benefit.

The OP asked about the Amsterdam Hilton - Amsterdam doesn't have enough decent hotel rooms and so the Hilton is permanently booked up. I've been gold for my last few visits and have never yet had an upgrade.

If you book early you might be lucky enough to get a normal room, but by the time you arrive the agents will always claim the Exec rooms are sold out -I've checked it once against the Hilton website and there was certainly one available for purchase. Most times though deluxe rooms aren't available to book so you're stuck paying full price for an Exec room after all, sometimes at completely ridiculous rates (which is when I have to move to other Amsterdam hotels - 480EUR is just not on). It's more of a Ryanair pricing strategy than the usual Hilton one!

It's completely impossible to know whether you had an "upgrade" to a deluxe room with a "nicer" view - low floors facing carpark seem to be the only ones which they don't claim have really nice views (though that's where my Junior suite was when I one day decided to pay for one), leaving 3/4s of the rooms as "upgrades".

Hilton are lucky as far as my custom goes that I loathe the Amsterdam Marriott (though it's my home for the next 10 days), but I've heard a friend has negotiated a rate with the Pulitzer (SPG Luxury collection) that puts it in a comparable pricing league...