Hilton HHonors - "You've been upgraded to"...... BS - Stop lying to us

I'm fed up with being told by check in staff - "You've been upgraded to "......

When in reality I'm am just getting what I have paid for.

My last stay at the Doubletree Times Square I was told this & then inquired from the checkin person - "What is the upgrade?" She then sheepisly told me that it was in fact the room that I had paid for. I then asked, by name, if the 2 higher room types were available for upgrade - which of course I was told no - they are not available.

Didn't have presence of mind to ask for a manager on the spot to make a point of this. Don't know if it is poor training or policy?!?

I am always offered a free breakfast even thought it's in my rate. I wouldn't mind, but they make a big fanfare over it. Then they look a little sheepish when I point it out and I end up with a free bottle of wine instead.

At a European Hilton I was recently told that I was upgraded to a deluxe room. I asked about the free Diamond breakfast amenity and was told that I had been upgraded and was therefore not entitled to a free breakfast. The desk clerk was kind enough to arrange for breakfast, though. When I got to my room I found that the only difference between it and that of my no-status colleague was that mine had a carpet instead of a wooden floor. :rolleyes: What an upgrade :rolleyes:

I had a similar experience to xyzzy. At the London Green Park, I was told I had been given an upgrade after I had inquired about breakfast coupons. Initially the clerk said "sorry we can't upgrade you". But my room suddenly turned into an "upgrade" when I requested breakfast instead (even though he still handed me the same key card without recoding it!). The room: a tiny little box overlooking some generators. They did bring me a plate with an unripe plum and shriveled kiwi as my "welcome".

My request for breakfast has been denied so many times at Green Park despite no upgrade that I no longer stay there.
On the bright side, I have tried many other London Hiltons instead and found some I like much more, in service, locations, and rooms.

At a European Hilton I was recently told that I was upgraded to a deluxe room. I asked about the free Diamond breakfast amenity and was told that I had been upgraded and was therefore not entitled to a free breakfast. The desk clerk was kind enough to arrange for breakfast, though. When I got to my room I found that the only difference between it and that of my no-status colleague was that mine had a carpet instead of a wooden floor. :rolleyes: What an upgrade :rolleyes:

Which one? I might want to avoid a property wanting to make fun of the rules...

I'm fed up with being told by check in staff - "You've been upgraded to "......

When in reality I'm am just getting what I have paid for.

My last stay at the Doubletree Times Square I was told this & then inquired from the checkin person - "What is the upgrade?" She then sheepisly told me that it was in fact the room that I had paid for. I then asked, by name, if the 2 higher room types were available for upgrade - which of course I was told no - they are not available.

Didn't have presence of mind to ask for a manager on the spot to make a point of this. Don't know if it is poor training or policy?!?

I've been a Hilton Diamond for many years and can't remember a room upgrade of any sort, at any property brand.
On the other hand, the DoubleTree Times Square, is a pretty neat hotel regardless. I've stayed there many times on reward points and have always been treated really well. No upgrades or freebies of any sort (except cookies), but treated very well nonetheless. One of the doormen actually acts like he remembers me from previous visits. Kinda nice, you know.

Wirelessly posted (BlackBerry8830/4.2.2 Profile/MIDP-2.0 Configuration/CLDC-1.1 VendorID/105)

At Hiltons I usually just get an Executive Floor room which is nice but at most hotels the only difference is the lounge. However at other properties when I ask to be upgraded to a suite I get it. It almost never happens automatically.

I never ask, but get upgraded to suites if available well over half the time. Even the Double Tree Times Square, I've had some very huge rooms there with a table that seats six people. Thought it would be a great party room.

I've never figured out why, even one place I didn't even know had upgrades upgraded me recently. Total shock there.

At a European Hilton I was recently told that I was upgraded to a deluxe room.

They have a nasty habit of doing this at the Amsterdam Hilton. It's especially nasty as Deluxe rooms are as far as I'm aware the lowest type of room and the one that I tend to book in.

I was once told that I was upgraded to an Executive Room even though I booked (and paid for!) one because they'd sold out of deluxes.

The building stands apart from all other buildings, so you're often told that you have been specially given a nice room with a good view, no matter whether you're high or low floor, front or back ;)

The thing is, the approach probably works on average.. Who doesn't enjoy getting told they have an upgrade?

They have a nasty habit of doing this at the Amsterdam Hilton. It's especially nasty as Deluxe rooms are as far as I'm aware the lowest type of room and the one that I tend to book in.............

This particular hotel considers any room facing the canal an "upgrade". Fortunately they still provide the full breakfast buffet comp to the Gold and Diamonds unlike some other HH hotels

MisterNice

... My request for breakfast has been denied so many times at Green Park despite no upgrade that I no longer stay there....
I've had free breakfast a couple of times at the Green Park back in the days when I had Hilton status. You haven't been missing much. It used to be one of the worst breakfasts in a Hilton in London and usually pretty crowded. ("The food's terrible and there's not enough of it," comes to mind.)

There's a Starbucks around the corner on Piccadilly, of course, as well as a sprinkling of Pret A Mangers not that far away. There are places in Shepherd Market, but I don't know how early they open.

Edited to add: I have to differ with an earlier opinion about the location. I think the Green Park is very well located for tourist activities. It's easy to catch a bus on Piccadilly and the Green Park tube station is a major interchange. Walk across the street and there's, ta da, Green Park.

I checked in to the Hilton Buenos Aires a couple of weeks ago and was told "we have your upgrade for you" which was a standard executive floor room. Exactly what I had booked and paid for. First time I've been told I've been upgraded when I really haven't. I had also booked a room of the same type for my inlaws and they had a bottle of wine and a plate of something delivered to their room. My wife and I had nothing!

We just returned from London where we were also "upgraded" to a room almost identical to a room we had previously which was not upgraded. It was slightly larger so maybe it was an upgrade. Nice view of the Canada House but otherwise nothing I would consider special but since we were staying six days on points I wasn't too concerned. Besides, there was a McD just a couple blocks away on the Strand for breakfast.
Similar experience at the Hilton Aldwich where we were in a very small room. Breakfast was comp and hot but certainly not worth the 22GBP they were charging (and charged me by mistake.) 3 paid nights, 3 points nights.
We also stayed in Brussels a couple years ago and were told we were upgraded and that time I think we really were. The room was awesome. The view from the corner room 17th floor was fantastic. And we got free continental breakfast in the Exec Lounge.

I was at the Ritz Carlton near K & 22nd Street and they screwed up and put me in a room they had already checked someone else into. Went to the room, naturally the key worked but I found someone else's stuff in the room.

Went back down to the front desk and was told I would be "upgraded" to a "park view" Only problem was it was on the ground floor and the only "park view" I had from my window was the fence of what I assume was to a nice park.

Amazes me how the front desk will lie about everything, especially after they screw up. Also the nicer the hotel is supposed to be the more they feel they have to BS you.

All I can hope is that day the Ritz and the Days Inn had an employee exchange and I had to deal with the Days Inn employees pretending to be Ritz employees. That hotel had probably the worst staff I had found at any hotel. Needless to say I've never returned to this poor excuse of a Ritz.

I've been a Hilton Diamond for many years and can't remember a room upgrade of any sort, at any property brand.
Really? Zip, zilch, nada? Wow, you must really have a string of bad luck going!

Really? Zip, zilch, nada? Wow, you must really have a string of bad luck going!

Yep, I guess. Actually sometime don't even get the room I've reserved. You know, not available at this time, etc. Happened in New York this week, reserved a King, got a double. Front desk says "We're booked, nothing to be done". It was a good deal for New York anyway, a pretty nice Hampton for $199/night.

Happened in New York this week, reserved a King, got a double. Front desk says "We're booked, nothing to be done". It was a good deal for New York anyway, a pretty nice Hampton for $199/night.

Did they do anything to compensate, or just said "sorry"? I woudnd't pay the full price for something inferior to what I have been sold.

I never ask, but get upgraded to suites if available well over half the time. Even the Double Tree Times Square, I've had some very huge rooms there with a table that seats six people. Thought it would be a great party room.

I've never figured out why, even one place I didn't even know had upgrades upgraded me recently. Total shock there.
It is hit and miss wiht hilton upgrades. I think if you have a short stay on a high rate you have a chance, that is when I get most of mine.

and I call them on it when I am merely getting what I paid for, regardless of chain (I got that twice at Starwood properties last.) I also am sure to thank them when I really do get upgraded, which I occasionally am - and have received some very nice upgrades on occasion, usually on award stays ($1600 / night suite with Clubroom Lounge access at Tokyo Conrad was possibly the nicest.)

OTOH, tonight I am in a two room suite with Whirlpool tub, an upgrade from the King room I had booked at the lowest points-earning rate (AARP in this case) at the Hilton Garden Inn Scottsdale Old Town (Arizona.)

This particular hotel considers any room facing the canal an "upgrade". Fortunately they still provide the full breakfast buffet comp to the Gold and Diamonds unlike some other HH hotels



Yeah, and they also charge for it sometimes, months later, even when it's supposed to be free. This happened to me on an award stay 2-3 years ago. Months later a $35-$40 charge popped up on my credit card, and when I inquired, they told me it was taxes on the award stay. Only by checking on FT, did I find out this is a lie, and got the manager to refund the money.

That's very nasty! We were "upgraded" to a nice canal-view room, enjoyed the extensive breakfasts and occasional visits to the Illy Café as well. It sounds like it will pay attention and watch out for any shenanigans by this property. Too bad!

Yeah, and they also charge for it sometimes, months later, even when it's supposed to be free. This happened to me on an award stay 2-3 years ago. Months later a $35-$40 charge popped up on my credit card, and when I inquired, they told me it was taxes on the award stay. Only by checking on FT, did I find out this is a lie, and got the manager to refund the money.

It is hit and miss wiht hilton upgrades. I think if you have a short stay on a high rate you have a chance, that is when I get most of mine.

LOL! And it's always when you're on business and without your Significant Other. The Palmer House has come through a couple of times; here's my tripadvisor.com review (http://chicago-hotels.tripadvisor.com/ShowUserReviews-g35805-d111501-r7208277-The_Palmer_House_Hilton-Chicago_Illinois.html)with pictures from the last time. Too bad it was only one night and I had to check out early the next morning.

Thanks for the warning about phony "upgrades" to avoid the free breakfast, though. In Europe, that's a big deal to me since even McDonald's and Pret-a-Manger are getting very expensive for what you get.

I had a similar experience to xyzzy. At the London Green Park, I was told I had been given an upgrade after I had inquired about breakfast coupons. Initially the clerk said "sorry we can't upgrade you". But my room suddenly turned into an "upgrade" when I requested breakfast instead (even though he still handed me the same key card without recoding it!). The room: a tiny little box overlooking some generators. They did bring me a plate with an unripe plum and shriveled kiwi as my "welcome".

My request for breakfast has been denied so many times at Green Park despite no upgrade that I no longer stay there.
On the bright side, I have tried many other London Hiltons instead and found some I like much more, in service, locations, and rooms.

Thanks for the warning about phony "upgrades" to avoid the free breakfast, though. In Europe, that's a big deal to me since even McDonald's and Pret-a-Manger are getting very expensive for what you get.

travelinfoo: Which London Hiltons do you like? How about the Kensington? (I have a couple of overnight stays there coming up.)

travelinfoo & Athena53: Can you decline the "upgrade" in order to get the breakfast?

I've been lied to before by the front desk staff. The worst was at the NY Hilton by the Diamond Desk staffer.

I made a reservation late, so all that was available for 3 nights was a queen room. When I check in at the Diamond desk, they mention that I was "upgraded" to a double bed room because most ppl don't know that the queen rooms are incredibly small.

I inquire about king room availability...staffer replies nothing is available. Told her I'd stay with the double bed room.

I get to the room, log on to Hilton.com and what do you know...website says that there are king executive rooms available for the same days as my itinerary...and a rate cheaper than my current rate! How do you like that?

didn't have time to complain or move rooms...but after I checked out I wrote an email to the manager complaining about the lie I was told at the Diamond desk.

She called back and apologize and said that she would personally handle any future reservations for me. Needless to say i have not returned.

travelinfoo & Athena53: Can you decline the "upgrade" in order to get the breakfast?

Had a bad experience at the Paddington Hilton, Checked in, told room was not ready. Asked for Exec floor, told "only gold", so I said "I am gold", they looked at me confused and said "only diamond". I said fine, I would just like breakfast certs, they said "sorry, we already upgraded you". But it was not ready yet! I said since no room is ready yet, can I just wait for my original room to be available and get the breakfast certs?" They said the upgraded room just suddenly became ready. I said my preference was still the breakfast certs. "Oh, then OK". They were clearly making it as they went along.

Long story long, I got the "upgraded" room (although I could not figure out what was upgraded). The breakfast was the worse thing I ever saw. They did not have enough food or dishes out, so when something came out, everyone ran for it. It was horrible. They were charging 20 pounds for it. Of course, they did not have us down as a free breakfast, but I did get it taken off the bill. Never again at the Paddington.

Although, I have to say after 20 years as a Hhonors, member, this is probably the only really "bad" stay I ever had. Mostly they really do try to take care of their loyal members and I am usually pleased. (I might just have low standards ;)).

the best ones are when they say we upgraded, you to a JR suite or whatever, and it is what I booked. I still have not figured that one out.

Had a bad experience at the Paddington Hilton, .

Your experience is pretty typical. I stay at the hotel once a year, and customer service is usually atrocious. Aside from one or two gems, the rest of the staff are apathetic.

Although two years ago, I seem to recall breakfast in the restaurant as one of the best I've ever had.

At a European Hilton I was recently told that I was upgraded to a deluxe room. I asked about the free Diamond breakfast amenity and was told that I had been upgraded and was therefore not entitled to a free breakfast. The desk clerk was kind enough to arrange for breakfast, though. When I got to my room I found that the only difference between it and that of my no-status colleague was that mine had a carpet instead of a wooden floor. :rolleyes: What an upgrade :rolleyes:

Which one? I might want to avoid a property wanting to make fun of the rules...

I'm guessing CGN. The wood floors are actually pretty nice, as are the rooms in general, though I don't think it is worth the cost. On the plus side, when my buddies (Diamonds) all stayed there and I stayed down the block for less than half price I was able to take advantage of the breakfast benefit with them. :D

Had a bad experience at the Paddington Hilton, Checked in, told room was not ready. Asked for Exec floor, told "only gold", so I said "I am gold", they looked at me confused and said "only diamond". I said fine, I would just like breakfast certs, they said "sorry, we already upgraded you". But it was not ready yet! I said since no room is ready yet, can I just wait for my original room to be available and get the breakfast certs?" They said the upgraded room just suddenly became ready. I said my preference was still the breakfast certs. "Oh, then OK". They were clearly making it as they went along.

Long story long, I got the "upgraded" room (although I could not figure out what was upgraded). The breakfast was the worse thing I ever saw. They did not have enough food or dishes out, so when something came out, everyone ran for it. It was horrible. They were charging 20 pounds for it. Of course, they did not have us down as a free breakfast, but I did get it taken off the bill. Never again at the Paddington.

Although, I have to say after 20 years as a Hhonors, member, this is probably the only really "bad" stay I ever had. Mostly they really do try to take care of their loyal members and I am usually pleased. (I might just have low standards ;)).

How long ago was this?
The current lounge at the Paddington is perhaps the best lounge of all the current UK HH properties. It now overlooks the train station and has quite a good variety of full breakfast offerings in addition there are pastries and other nibbles, coffee and soft drinks available all day plus alcohoilic drinks in the PM.
On my last stay (2 weeks ago) I had two rooms and all the party was granted access in addition to a friend who booked there and is HH Gold.

For many of my stays there I have gotten a suite with a separate large sitting room and bathroom.

mike

The entire HH program is a joke. They honor your loyalty as far as they can throw you.

I spread my stays across all Hilton brands based upon location to where I need to be. Whether it is a Conrad, Hilton, Doubletree, or Hampton Inn, the "upgrades" are a joke. You're lucky if your Diamond status is recognized at all.

Your status as a HGVC owner carries more weight than your HH status.

The entire HH program is a joke. They honor your loyalty as far as they can throw you.

I spread my stays across all Hilton brands based upon location to where I need to be. Whether it is a Conrad, Hilton, Doubletree, or Hampton Inn, the "upgrades" are a joke. You're lucky if your Diamond status is recognized at all.

Your status as a HGVC owner carries more weight than your HH status.

The HH program like most lodging programs have their deficiencies but surely you cannot expect anyone here to take you seriously when post nonsense like your first two sentences do you?:rolleyes:

mike

Let me put on my Adam Burke hat for a second.... :D

We need to remember that we likely get a lot of upgrades that we aren't aware of. For example, getting booked:

- In the room that didn't have the pull out of the wall bed
- On the floor that didn't have 100 teenage kids on an out of town field trip
- On the side of the hotel that doesn't face the fire station
- Having them walk the next customer to check in instead of us
- etc.

There have been a few hotels that I've stayed at five or six times thinking I'm not getting an upgrade, but then I get put in a standard room and realize that I've been getting the upgrades all along.

The HH program like most lodging programs have their deficiencies but surely you cannot expect anyone here to take you seriously when post nonsense like your first two sentences do you?:rolleyes:

mike

Let's put it this way; Show me where anything in Hilton Honors (or Marriott or Starwoods, etc) membership guide where it mentions GUARANTEED reservations. It doesn't. At Diamond you get a guarantee that a room will be available to you with 24 hours advanced reservation, but no where does it guarantee that if you reserve a king non-smoking that as a top-tier customer you will be guaranteed to receive what you reserved... forget upgrades. Whether it is a Conrad, a Hilton, or a Hampton Inn, the front desk gives no consideration to pending elite member check-ins when they start assigning rooms each day. Show up at 11pm and you get what is left, regardless of what you reserved.

I'm not saying that is Hilton's policy, just the way it is. Hilton Corporate will apologize profusely when an elite member gets a sub-par room, and maybe even credit you back a night or two from your bill, but the individual properties keep on keeping on. You're living in a very sheltered world if you haven't experienced this. Seriously.

How long ago was this?
The current lounge at the Paddington is perhaps the best lounge of all the current UK HH properties. It now overlooks the train station and has quite a good variety of full breakfast offerings in addition there are pastries and other nibbles, coffee and soft drinks available all day plus alcohoilic drinks in the PM.
On my last stay (2 weeks ago) I had two rooms and all the party was granted access in addition to a friend who booked there and is HH Gold.

For many of my stays there I have gotten a suite with a separate large sitting room and bathroom.

mike

I wouldn't go that far it is a nice lounge but I have real issues with the management of the property. Better UK Hilton Lounges (in properties with much more consistent service) include:-

Canary Wharf
Manchester Deansgate
Newcastle Gateshead
Hilton Tower Bridge (smaller but better quality food and drink)
Cardiff Hilton

How long ago was this?
The current lounge at the Paddington is perhaps the best lounge of all the current UK HH properties. It now overlooks the train station and has quite a good variety of full breakfast offerings in addition there are pastries and other nibbles, coffee and soft drinks available all day plus alcohoilic drinks in the PM.
mike

This was last year, and I saw the lovely lounge you speak of, but they would not grant me access :p.

I have to agree with Land-of Miles, the Cardiff lounge is one of my fave's!

I wouldn't go that far it is a nice lounge but I have real issues with the management of the property. Better UK Hilton Lounges (in properties with much more consistent service) include:-

Canary Wharf
Manchester Deansgate
Newcastle Gateshead
Hilton Tower Bridge (smaller but better quality food and drink)
Cardiff Hilton

I agree about other aspects of the hotel staff the front desk staff didnt know who or what Fortnum and Mason is, one of them thought it was rock group :D

However thanks to the HEX this place is still my hotel of choice in city
Check out 758am already checked in at T3 and heading for the club lounge at 835 am

mike

The breakfast was the worse thing I ever saw. They did not have enough food or dishes out, so when something came out, everyone ran for it. It was horrible. They were charging 20 pounds for it. Of course, they did not have us down as a free breakfast, but I did get it taken off the bill. Never again at the Paddington.


How long ago was this?
The current lounge at the Paddington is perhaps the best lounge of all the current UK HH properties. It now overlooks the train station and has quite a good variety of full breakfast offerings.
I think LongingForORD was talking about the restaurant breakfast, which can be quite a madhouse (and no smoked salmon, unlike the lounge breakfast). Especially when he said they charged 20 pounds for it.

By the way, I do like the Paddington lounge, but I'd stopped staying there because the customer service was so dreadful, and they usually refused to give me lounge access. Although, the new HHonors policy is to always give Diamonds lounge access, so if I can keep Diamond status, I might return because it is convenient to the HEX.

For many of my stays there I have gotten a suite with a separate large sitting room and bathroom.In the past two days, I've had two Conrads tell me they couldn't upgrade me to a suite because the new HHonors policy prohibits it.

Actually the policy of upgrade or breakfast has been around for a couple years at some hiltons in England.

3 Years back this occured to me at the Trafalgar. But after pressing on it a little they gave me both. I followed on the discussion about where its documented because I had the actual Hilton Honors Policy Printed out and in my hand. The went in the back office and came back with a printer policy that looks like its from Hilton Uk....

I just shook my head as I do most of the time with Hilton now. I was perplexed when some people last year actually had their March 2010 status reduced when they changed the rolling tier implementation in January. This did occur to a friend of mine...

Which one? I might want to avoid a property wanting to make fun of the rules...

A number of times I've felt like the Hilton HHonors program is a joke compared to Starwood, Hyatt or Marriott - my experience with Priority Club (excluding Intercontinental properties) has been pretty mixed too. I agree with the posters who have been lied to in Europe about upgrades or benefits as Gold or Diamond - the most obvious ones were told to me at properties in London, Dublin and Europe. The Hilton Old Town Prague was decent about an upgrade though.
My average experience with properties in the Middle East and Asia is better, especially with repeat business to the same property. Diamonds are often treated better than Golds, though, whereas in the U.S. both are treated poorly at many properties. Still, maybe the "enhancement" to the policy will help the program overall for recognizing loyalty. Now if they are consistent in enforcing this policy it will be something.

At a European Hilton I was recently told that I was upgraded to a deluxe room. I asked about the free Diamond breakfast amenity and was told that I had been upgraded and was therefore not entitled to a free breakfast. The desk clerk was kind enough to arrange for breakfast, though. When I got to my room I found that the only difference between it and that of my no-status colleague was that mine had a carpet instead of a wooden floor. :rolleyes: What an upgrade :rolleyes:

Your non-status colleague got the better room. Usually wooden floors in Europe are considered to be more noble than carpets. Also look at some of the room carpets in any hotel chain, you will see dust and dirt from years ago, if they do not change it from time to time.

Let's put it this way; Show me where anything in Hilton Honors (or Marriott or Starwoods, etc) membership guide where it mentions GUARANTEED reservations. It doesn't. At Diamond you get a guarantee that a room will be available to you with 24 hours advanced reservation, but no where does it guarantee that if you reserve a king non-smoking that as a top-tier customer you will be guaranteed to receive what you reserved... forget upgrades. Whether it is a Conrad, a Hilton, or a Hampton Inn, the front desk gives no consideration to pending elite member check-ins when they start assigning rooms each day. Show up at 11pm and you get what is left, regardless of what you reserved.

I'm not saying that is Hilton's policy, just the way it is. Hilton Corporate will apologize profusely when an elite member gets a sub-par room, and maybe even credit you back a night or two from your bill, but the individual properties keep on keeping on. You're living in a very sheltered world if you haven't experienced this. Seriously.

Since many years Gold and since six months Diamond, I see no reason to complain about Hilton Corp., the HHonors program or the upgrade policy, with few exceptions that seem property based. Showing up at 11pm and staying one night have to wake up 06:30 next norning by the way I even do not expect nor insist in any room upgrade, for what, lounge anyway closed already.

In Germany, Austria, Italy, France and Spain I usually get real upgrades to Executive Floor if available or even suites, same in Malaysia and China. Appear the second time in Hilton Beijing after one year (I was "only" Gold at that time), book an executive room, and they upgrade you to the best suite at ececutive level they have, plus 5K points ("Summer in Asia" promotion) and treat you like God. Even as an HHonors Gold in the above mentioned countries I have felt absolutely nice treated, the staff showing me that I am more like a valued guest, sometimes giving me the feeling to be the owner of the hotel. Not one time having experienced the same valued treatment in any IC hotels as an RA - thank you Hilton!

In UK there are too many properties with inconsistent quality, in Nottingham you might be downgraded as Diamond from Germany coming the first time, to the smallest, dirtiest and worst room you have ever seen at any Hilton property worldwide, and after you complain at the front desk with unsimulated signs of an heart attack they will prepare for you the best available room with their seriously deepest apologies. Felt sorry for the staff. The property needs to see investment from the owner.

Forgive me I never have been to any Hilton property in the US (even have not been yet in your magnificent country, so please do not exclude me from Flyertalk forum now :D I am going to be at Waldorf=Astoria NYC this December on rewards base), I have no idea about the properties´qualities and policy.

But hotels chains are investments, the investors want to see profit or an interest per year, whether it is Hilton family, a bank as shareholder or Blackstone (I am not a shareholder). We should not request impossible things. Pay nothing at Green Park Hotel and be upgraded to the Presidential Suite with butler service at Waldorf Towers plus double dip points and some more benefits please. As an hotel investor I would sell my shares at once if only such guests would appear.

I will be loyal to Hilton Hotels and HHonors program as my first and priority chain/program as long as the properties´ quality in Central European countries are kept by Blackstone on the current level, the staff will go on to continue to honor the guest like they do, and will ignore the weaknesses of the chain. Will appreciate if the no. of properties (Hilton, Hilton Garden Inn, Double Tree) will be increased e.g. in Germany and France, and that the strategical development of the future of the brands will lead to results soon, especially the upper categories (Conrad, Waldorf, maybe boutique or designer hotels announced by Mr. Nasetta recently - sharpen the image of the brands and expand number of properties wordwide).

In my experience with Hilton, it's just part of the hotel industry. Now, I don't have any real experience with Hyatt, SPG, Marriote (etc) as I only have elite/VIP experience with Hilton; but in general it's just the dishonesty of the industry. I hate to say it, but have come to accept it. Comments like "you've been upgraded" (like the OP) when I haven't, "there aren't any more rooms available for UG" when they are holding rooms back, etc. In general, I just don't get frustrated anymore and just learn to be nice in all circumstances. I wish they would just be honest with me, but what can you do?

I hate to say it, but I just have an overall skepticism about bennies. In general, I get better upgrades at hotels I've stayed at several times, but when going to a new Hilton I'm never sure what an "upgrade" is until I see the room. Even when the upgraded system gives me an "upgraded room", it often is just the same as regular rooms.

I agree that exec rooms typically are not any better than normal rooms, just on the exec floor with lounge access. My best upgrades have been in Hampton Inn's actually, the staff there are less pretentious and usually more honest.

Hum....

Me too... Lets see we are offering NIR1s now to get more revenue so lets make sure we get less diamonds. Even take it back from those who already hade it reflected online...

Hum... How about I no longer reply to emails anymore either...

I agree with the OP above that Hilton does not at all understand or value Loyalty.

Let me put on my Adam Burke hat for a second.... :D

We need to remember that we likely get a lot of upgrades that we aren't aware of. For example, getting booked:

- In the room that didn't have the pull out of the wall bed
- On the floor that didn't have 100 teenage kids on an out of town field trip
- On the side of the hotel that doesn't face the fire station
- Having them walk the next customer to check in instead of us
- etc.

There have been a few hotels that I've stayed at five or six times thinking I'm not getting an upgrade, but then I get put in a standard room and realize that I've been getting the upgrades all along.

I must be very lucky. I frequently get upgraded at the following properties: Conrad Chicago, Palmer house, hilton Sheffield. As mentioned shorter stays are more likely to get upgraded. Hit and miss everywhere else.

My best upgrades have been in Hampton Inn's actually, the staff there are less pretentious and usually more honest.I didn't think Hampton Inns had upgraded rooms, aside from some corner rooms that are slightly larger.

Lets see we are offering NIR1s now to get more revenue so lets make sure we get less diamonds. What's an NIR1?

Some are Hampton Inn and Suites.

And NIR is worse than bedbugs. ;) You can get an upgrade - if you $really$ want one.

All in all, I can not complain with Hilton, and the treatment has been much more consistent for me than SPG (where I maintain Gold status.) Except for the UK, in particular. And the new enhancements will make it even better for Diamonds, though maybe not for Golds, it appears.

I didn't think Hampton Inns had upgraded rooms, aside from some corner rooms that are slightly larger.

What's an NIR1?

I've been a Hilton Diamond for many years and can't remember a room upgrade of any sort, at any property brand.

Well, did you just put your reservation printout on the desk, or did you schmooze with the clerk? See this thread:

http://www.flyertalk.com/forum/showthread.php?t=791237

Post 57, by a clerk from another hotel chain, indicates the issue.

In fairness to Hilton (smile), I have found so many properties proactive in being pleasant to the guests that it's not worth complaining if a few clerks impose their own parameters on giving upgrades.

I've never expected an upgrade, just courteous treatment. Usually I've gotten it, once not (not a bad batting average :) )

In Europe, we've never asked for an upgrade but we have received some fantastic upgrades. The best was at the Castle Hill Hilton in Budapest, where we were given probably one of the best views in the hotel and and best views in Budapest. I can still remember, from the picture window in that room, the chain bridge illuminated at night. Then in Prague, at the atrium Hilton (dont know about the Old Town Hilton), where they appear to have their guests confused with royalty (smile). For that reason, I will always like Hilton.

We will probably pay for upgrades in the future rather than try to maintain gold status (which upgrade I hope will not be denied by an independently-minded clerk if I offend by just putting the reservation down on the desk). And we will be trying out other chains more often. This is partly out of grumpiness over the "slap the reservation down on the desk and I'll get revenge" attitude, partly just for a change. All things come to an end.

But the Hilton Gold upgrade experience was grand while it lasted.

I must be very lucky. I frequently get upgraded at the following properties: Conrad Chicago, Palmer house, hilton Sheffield. As mentioned shorter stays are more likely to get upgraded. Hit and miss everywhere else.

I totally agree that shorter stays are more likely to get upgraded. The percentages are just higher that a nicer room will be available when less nights are involved.

If that is correct, though, I guess I will not have much luck on my 8 night stay at the HWV in mid-December as a Gold. I hope that I am wrong.

Whether it is a Conrad, a Hilton, or a Hampton Inn, the front desk gives no consideration to pending elite member check-ins when they start assigning rooms each day. Show up at 11pm and you get what is left, regardless of what you reserved.Actually, for Hampton Inns, that is not at all what I've found.

Now, there are some properties where every freaking room is identical except for 1K vs. 2D, and when I need two doubles, there isn't a "two doubles study." C'est la vie, I can figure that out when I make a reservation online by looking at the room choices.

But otherwise if I put a note in my online reservation politely asking "May I have a Diamond upgrade to a King Study. Thank you in advance." then I get one probably 80% of the time. And also, 80% of the time, my room key is blocked, room key filled out and put aside,

Case in point: last weekend, I stayed at the BWI Airport Hampton. The hotel was easily more than half full even for a Friday night. I booked a Queen room for $71, because the King rooms were $95. In the note, I asked for a king study upgrade as above. I arrived at the hotel at 12:45am, got handed my already-filled out materials, and the King Study code on the printout. $71.

This is a typical experience for me. No, it's not a suite, because somehow I never stay at HI&S properties. But it's definitely an upgrade, and it's definitely saving me $8-$25 per stay from reserving the King Study.


As far as "mainline" Hilton properties... the Hilton Sydney upgraded me twice in three weeks this year on two-night midweek award stays. Executive Floor the first time, and a gorgeous two-room suite the second. My hit rate for suite upgrades is probably 30% when I'm alone, and somehow higher when I'm on an AXON or ALONP award.

I've never expected an upgrade, just courteous treatment.

I'd gladly forgo the courteous treatment for a suite upgrade any day. Of course, both would be nice, too.

Hum....

. Even take it back from those who already hade it reflected online...



This is the second time in this thread alone, you posted this: :)

A statement which bears absolutely no relation to the actual facts ( to put it mildly) :rolleyes:

mike

I didn't think Hampton Inns had upgraded rooms, aside from some corner rooms that are slightly larger.

What's an NIR1?

Yeah they do. Usually larger rooms and nothing much more - still nice ^. Some even have jacuzzi's. Never had that, but read other threads (eg Niagra Falls).