Hilton HHonors - Diamond 3 yrs -- where are the upgrades?

I spend most of my travel strategy time maximizing airline miles, but I like Hilton hotels in general, so have managed to be a Diamond for 3 yrs now. I probably spend about 70 to 80 nights a year in some Hilton family hotel or another, 90% of it in the USA.

I appreciate the points and diamond points bonuses, because I use them for family vacations. But here is my question.....

What do I have to do to get an upgrade? In 3 yrs I might have gotten 3 total in all that time. I have asked a few times at check in but have always been told they are not available. But to be fair, I don't even usually ask anymore. I guess I thought they happened automatically, space available, since the few I have gotten happened that way.

Heck, to be honest, I rarely even get the water and snack they are supposed to provide to Diamonds at certain properties. And each and every time I stay in an ES I have to get them to take the wireless internet access charge off my bill (it's the perk I have set for ES stays).

Is there some trick to actually getting the perks they advertise for top tier members, or do we always, always have to ..... and complain to get them?

Any other frequent stay program that is better in this regard?

Heck, to be honest, I rarely even get the water and snack they are supposed to provide to Diamonds at certain properties. And each and every time I stay in an ES I have to get them to take the wireless internet access charge off my bill (it's the perk I have set for ES stays).



This is an ongoing problem at all Hiltons. I was at the Munich City last week and practically had to force them to take the Internet charge off. I have NEVER had the free Internet credited on my bill without asking or demanding.

This is an ongoing problem at all Hiltons. I was at the Munich City last week and practically had to force them to take the Internet charge off. I have NEVER had the free Internet credited on my bill without asking or demanding.

At Munich City, if you have your preference set to Diamond they will give you prepaid 24 hour vouchers for each night of your stay at checkin. They have 1 year validity. The system works very well. They will not give you an upgrade if you select this choice - which is 100% correct.
If you don't get the vouchers and should, ask for them. Otherwise they probably have you on record as having upgrade as your Diamond choice.
If pushed they can normally update your choice at checkin - but will put you back into a regular room.

Personally, if I'm on a breakfast inclusive rate I ask for internet there, which is worth 29 Euro - if not on an inclusive rate, I get the upgrade.

I routinely encounter the same thing and am rarely upgraded to a room that is anything truly special. I tend think that it is because the upgrade policy for Diamonds at DT, Hilton, and Conrad states:

"You will be upgraded to an Executive Floor room (where/when available) at time of check-in."

I usually find that the "executive floor" rooms are very similar if not identical to the rooms on other floors of the hotel. They might have a few additional amenities (robe, bottled water, better toiletries, etc.), but are otherwise nothing special.

The policy allows the properties the leeway to "upgrade" Diamonds to a room that frankly isn't much of an upgrade, and the reality is that its more about the lounge access and breakfast bennies that come with it. When you get an upgrade to a room that has more space, better view, more rooms (suite), etc., consider yourself fortunate.

I have the exact opposite experience - I have been upgraded to exec. rooms 100% of the time last year (40-50 nights). I must add that all stays were at European Hiltons.

I have the exact opposite experience - I have been upgraded to exec. rooms 100% of the time last year (40-50 nights). I must add that all stays were at European Hiltons.

+1. I've been Diamond for about two years and have always been upgraded. Every single time.

I was pulling something from the terms and conditions for a post here a few days ago and noticed this little gem, not sure if it was a new addition or not:

Ask your hotel whether it provides Diamond Members with an upgraded accommodation (and if available) or an amenity, and if applicable, the type of amenity.

It seems they are saying we have to ask for upgrades now or something.

I find it totally depends on the hotel. At some I will book knowing there is a very good chance of an upgrade. At others probably not as much.

But an upgraded room can mean just about anything. It could be a room across the hall with a better view, it doesn't have to be up to the executive level in the eyes of the hotel.

Remember too they are selling upgrades now, so I have to believe that's totally changing the availability.

If you want room upgrades to suites, you should switch to Starwood, not Marriott and not Hyatt.

I like Hilton for the lounge access and bc award stays get stay credit.

Diamonds are not entitled to receive UG at Embassy Suites, Homewood, Hampton Inn, and Hilton Garden Inn.

Diamonds are not entitled to receive UG at Embassy Suites, Homewood, Hampton Inn, and Hilton Garden Inn.

True, but at least at Homewood and HGI I regularly get them anyway -- and at ES when anything resembling an upgrade is available.

What do I have to do to get an upgrade?

Travel to Europe and ask for an upgrade...it works almost always

All you need to do is reset your expectations and be happy if you get the room type you originally booked!

I stayed at the Hilton Memphis this week and was "downgraded" the morning of my arrival by the hotel (i.e. hotel staff changed my booking from a pre-booked executive room/rate to a regular room without adjusting the rate!). It took a full 2 hours of frustration talking to 3 different people to finally get an executive room - and not the original King bed that I had reserved. Should I be angry as a Diamond member? Not if I recalibrate my expectation. :p Don't expect upgrades with Hilton - just be apprecaitive if they don't downgrade your reservation! :D If things really go bad, just tell yourself that it is better than getting a sharp stick in the eye.

SG

Diamonds are not entitled to receive UG at Embassy Suites, Homewood, Hampton Inn, and Hilton Garden Inn.

It may not be a direct entitlement but I've seen them at all 3 property types.

What I tend to see with upgrades:
1. It varies radically and seems to be largely controlle by individual properties. I sometimes think about starting a thread it 'out' properties that consistently turn down Diamonds for upgrades.
2. Strangely I have more luck when I'm staying on points. I was told by one manager its sort of an unspoken rule.

Overall though I have to say that its rarer than I would expect but its not something you can count on at any chain. My best luck is IHG at Holiday Inn Express properties (3 out of 4 more or less) but my worst luck is also at IHG at the Holiday Inns (often have a very very small inventory of nicer rooms). I've certainly seen upgrades but overall Hilton doesn't have the success rate I used to see as a Plat a Marriott either.

It may not be a direct entitlement but I've seen them at all 3 property types.

UG at those brands I mentioned do happy, but as you've said, it's not an entitlement, hence don't count on getting one.

This is exactly why I switched to *wood. The final straw came when the Hilton SF Financial District offered to upgrade me to the club floor for a fee at check in. When I informed them of my diamond status, they wouldn't give me the upgrade for free! There goes $25k/year in revenue.

But to be fair, I loved my award stay at the Conrad Hong Kong. They treated me very well in terms of service and a great room. Too bad there aren't more properties like this in the Hilton family.

Now to burn 250k points...

This is an ongoing problem at all Hiltons. I was at the Munich City last week and practically had to force them to take the Internet charge off. I have NEVER had the free Internet credited on my bill without asking or demanding.

I'm having the same problem with the Frankfurt Hilton. When I checked in last week, my room wasn't ready and I had to wait in the Executive Lounge. As I had booked an Executive King room, I chose free internet as my Diamond Benefit before I left for my trip. When my room was ready, I was given the key and nothing was said about my needing a voucher for the internet. When I checked-out, the charge was on my folio but after I explained the situation, the CSR graciously offered to remove the charge. So yesterday when I was checking my CC statement online, the internet charge was there. Now I have to go through contacting Diamond Services to get the charge reversed. What a pain.

What do I have to do to get an upgrade? In 3 yrs I might have gotten 3 total in all that time. I have asked a few times at check in but have always been told they are not available. But to be fair, I don't even usually ask anymore. I guess I thought they happened automatically, space available, since the few I have gotten happened that way.

It really depends on your travel pattern. I travel mostly in Europe and sometimes in Asia. Over the last 8 years as a Diamond member, I have been denied an upgrade to an Executive room (for hotels with Executive rooms) just twice. Upgrades at older UK properties without an Executive floor are usually quite disappointing, though.

Diamonds are not entitled to receive UG at Embassy Suites, Homewood, Hampton Inn, and Hilton Garden Inn.

The best upgrade I have gotten in the entire system was at the St George, UT Hampton Inn. Which I think says something for both that particular Hampton, and how pathetic the system is.

I think PHLGovFlyer has it right. Most upgrades are tough to discern as upgrades. My executive level rooms have been identical to my non executive level rooms. The entire benefit seems to be lounge access, or a pack of snack food and a bottle of water at Hampton/HGI/ES properties. I wonder again why I don't drop down to Gold. If not for the availability guarantee, Diamond would really be worthless to me.

I have been a Diamond from the very beginning and have always (100% of the 60 nights average per year) been upgraded at international properties...domestic (USA) is a different story, at some properties where I stay frequently (such as Hilton Boston Airport and the McLean Hilton) I almost always get a suite or at least get upgraded to the executive floor (I always book the cheapest rate) and other amenities such a fruit baskets and always free internet access. At other properties, such as Hilton San Francisco or the New York Hilton, I have to "fight" to get the basic Diamond benefits. It has gotten so bad that I always ask to check-in with a MOD or supervisor at these properties.

Doubletree, BTW, has always been very good to me...upgraded rooms and breakfast as well as internet access...a different attitude than the regular Hilton...ES has a few locations that have an executive floor (Bellvue, WA being one) and offer access and free internet as well as the usual breakfast. I even have good luck at a few Hampton's I stay at with upgrades to very nice suites...and then there is my favorite Garden Inn in Manchester, NH which always gives me a suite with floor to ceiling windows overlooking the outfield of local minor league ball park...and a 50in flat screen!

In a frequent guest program, I value complimentary upgrades more so than the ability to earn faster free nights. The program that combines both of these in a very good balance is SPG PLAT, in my opinion. Since I became SPG PLAT, I had no interest in staying at any HH properties... unless I found really low rates or there were no PC or SPG properties in places where I was traveling to.

The only advantage HH Diamond program has against its competitors are 1) Diamond force awards, 2) 40K points for very expensive properties like Conrad Maldives and newest properties (ex SPG) in Tahiti, 3) double dip (but with lack of promotions, HH has one of the worst earning potential and 4) AXON and GLON awards (but this is similar to SPG's pay 4 night and stay 5... so not a real advantage)

When April comes, I say good bye to HH. Since becoming Diamond (via Diamond Challenge - only to get matched to SPG PLAT :D), I had only about 4-5 stays (of which 3 of these are award stays). Really, with lack of promotions, lack of good hotel selection and location (for example, there are no HH properties in India), lack of good Diamond benefit on revenue stays makes people who has multi-top tier elite memberships in frequent guest programs to not to choose HH.

Agree this is an area where the domestic US lags the rest of the world. In a way it doesn't matter because the US lounges are no great shakes.

Intercontinental's Ambassador program is more consistent with the upgrades, and you can see it in your reservation a few days prior. But their footprint is smaller than Hilton's.

For me, been having great upgrades to suites in HGI and Hampton Inn's. Love them both. ^

Hilton's are becoming harder for me. UG's are the Exec floor at best, rarely a suite in a Hilton. Only plus is the exec lounge if they have it.

Personally, I'm starting to like the HGI/HI much much better. Kind of sick of being nickel and dimed on the internet, parking, etc...

Hello folks :) Been lurking for awhile so I decided to pop in. At my Hampton we upgrade diamonds usually only when asked. We'll do it without asking if we are overbooked on a room type or the person is a frequent guest and we know they'll like it. If asked we'll do it no problem. We wait to be asked because if a diamond booked a room with two beds and we upgrade them to our king study, we could be asking for trouble. Also, we have only a few of the studies and we want non-hhonor members to have a chance to book them too.

Personally, the only time I was upgraded was when I stayed at the Hilton Caribe in San Juan. Showing a blue, yes blue, got me switched from a city view to an ocean view without the price increase. Not much but watching the ocean took my eyes away from the rundown condition of the room. :p

I spend most of my travel strategy time maximizing airline miles, but I like Hilton hotels in general, so have managed to be a Diamond for 3 yrs now. I probably spend about 70 to 80 nights a year in some Hilton family hotel or another, 90% of it in the USA.

I appreciate the points and diamond points bonuses, because I use them for family vacations. But here is my question.....

What do I have to do to get an upgrade? In 3 yrs I might have gotten 3 total in all that time. I have asked a few times at check in but have always been told they are not available. But to be fair, I don't even usually ask anymore. I guess I thought they happened automatically, space available, since the few I have gotten happened that way.

Heck, to be honest, I rarely even get the water and snack they are supposed to provide to Diamonds at certain properties. And each and every time I stay in an ES I have to get them to take the wireless internet access charge off my bill (it's the perk I have set for ES stays).

Is there some trick to actually getting the perks they advertise for top tier members, or do we always, always have to ..... and complain to get them?

Any other frequent stay program that is better in this regard?

It is either free Internet or room upgrade. The latter option includes free breakfast coupons in the case that there is no free breakfst in the lounge. I usually chose the latter option. If you choose free Internet and there is no lounge, you will usually not get free breakfast.

My upgrade % as a diamond is excellent - on both paid and award stays, domestic and int'l H properties.

My upgrade % as a diamond is excellent - on both paid and award stays, domestic and int'l H properties.

My experience is the same as yours. In the last 4 years one no-upgrade every other year. :)

There is also the upgrade that you didn't even recognize. I made several trips to the same city last year and always got the same floor which was an ordinary room. On one of the trips I got a different floor and noticed that I had been upgraded the entire time and didn't know it (LCD TV vs. tube, better furnishings and other minor things).

You could also get upgraded by the front desk people just keeping you away from things (i.e. fire station on one side of the hotel like the NYC midtown, kid school trips, etc.)

I agree there is a general lack of consistency in HH, but there are also times where they help you and you didn't even know it. With that being said, one FT'er once stated "Don't make me beg for what you originally promised me".

I'm diamond. I have my profile set to get extra points instead of upgrades because I really don't have any use for the room upgrade on business travel. Really, I need a shower, TV, and bed. Doesn't matter how small or large the room, so I don't really care about upgrades. However, I get upgraded maybe 20-30% of the time anyways.

Whenever I get ready for family vacation I change my profile to request upgrades instead of points. Then, I almost NEVER get an upgrade. Go figure.

I'm diamond. I have my profile set to get extra points instead of upgrades because I really don't have any use for the room upgrade on business travel. Really, I need a shower, TV, and bed. Doesn't matter how small or large the room, so I don't really care about upgrades. However, I get upgraded maybe 20-30% of the time anyways.

What I call true "double dipping." I do this too. What really do you need upgrades for. Nice? Yes. Necessary, no. My % is much higher, I would say 75+%. ^ Given hotel vacancy and economy going down, it's been only getting better. There was an article in the USA today about hotels being more happy to give UG's. Consistent with these points.


Hello folks :) Been lurking for awhile so I decided to pop in. At my Hampton we upgrade diamonds usually only when asked. We'll do it without asking if we are overbooked on a room type or the person is a frequent guest and we know they'll like it. If asked we'll do it no problem. We wait to be asked because if a diamond booked a room with two beds and we upgrade them to our king study, we could be asking for trouble. Also, we have only a few of the studies and we want non-hhonor members to have a chance to book them too.

Personally, the only time I was upgraded was when I stayed at the Hilton Caribe in San Juan. Showing a blue, yes blue, got me switched from a city view to an ocean view without the price increase. Not much but watching the ocean took my eyes away from the rundown condition of the room. :p
Thanks hamptoninnsider! ^

As brahms77 quite eloquently put it you shouldn't choose Hilton's program at all if you care about upgrades to suites. Personally an executive room is NOT an upgrade at all.

For suite upgrades OP should look into either IC RA or SPG PLT.

As brahms77 quite eloquently put it you shouldn't choose Hilton's program at all if you care about upgrades to suites. Personally an executive room is NOT an upgrade at all.

For suite upgrades OP should look into either IC RA or SPG PLT.
With hilton it has a lot to do with the hotel. Some of the hotels have suites and several have maybe two or three suites for the whole place. That is the biggest challenge for upgrades. Sheraton normally has several suites per floor, I only know of one or two hotels with only one or two.

My upgrade % as a diamond is excellent - on both paid and award stays, domestic and int'l H properties.

Uh, huh. Upgrade to what? A room with a robe in it?

I routinely encounter the same thing and am rarely upgraded to a room that is anything truly special. I tend think that it is because the upgrade policy for Diamonds at DT, Hilton, and Conrad states:

"You will be upgraded to an Executive Floor room (where/when available) at time of check-in."

I usually find that the "executive floor" rooms are very similar if not identical to the rooms on other floors of the hotel. They might have a few additional amenities (robe, bottled water, better toiletries, etc.), but are otherwise nothing special.

The policy allows the properties the leeway to "upgrade" Diamonds to a room that frankly isn't much of an upgrade, and the reality is that its more about the lounge access and breakfast bennies that come with it. When you get an upgrade to a room that has more space, better view, more rooms (suite), etc., consider yourself fortunate.

I would not have raised this issue alone, but I had a substantive e-mail correspondence with a Chicago area Hilton GM after a series of customer service issues.

Regarding the upgrades, he confirmed that the Executive rooms were the same layout as most any other room in the hotel... plus bathrobe, and a few toiletry items that are of no value to me.

The big issue with this hotel was that, by gaining the "upgrade" and getting access to the lounge, I wasn't gaining very much... because of the paltry lounge offerings.

The lounge was only open from 4:30 TO 7:00 (and it was 7:00 not 7:01, the counters had been wiped clean by 7:02), and the few times I got back to the hotel from the client's offices in time to see the remnants, it was not very impressive.

Also, unimpressive selections of beer, wine, and liquor for the inflated prices they charge. I don't expect top shelf, but I don't expect a third-tier selection either.

Not all all like what I have experienced in the Marriott lounges... hot foods early in the evening, replaced by deserts later on, and free sodas and water all evening.

Hello folks :) Been lurking for awhile so I decided to pop in.

Welcome to FT! ^

Uh, huh. Upgrade to what? A room with a robe in it?

That's the point... those folks who "always get upgraded to an executive room" have no basis for comparison to allow them to appreciate that the room they would have otherwise received... is basically the same as the "upgraded" room.

Aah... the power of advertising. Marketing folks tell a lie often enough, and sooner or later folks start to believe it.

Airlines, hotels, car rental... whatever... most frequent traveler programs will have one or two benefits that the elite member can value and aspire to achieve. But, most of the balance of the advertised benefits are hype. The incredible aspect to all of this is that the more seasoned traveler will sooner or later recognize this as hype, but the "service" provider continues to dish it out.

The incredible aspect to all of this is that the more seasoned traveler will sooner or later recognize this as hype, but the "service" provider continues to dish it out.

I must admit Mrs. Fredd and I have to stifle our impulses to do one of these - :rolleyes: - when told we've been "upgraded."

Every so often it's a home run but usually it's not.

Do you guys every actually show your Diamond cards to get an upgrade? Is that more effective then just saying "I am Diamond"? Cause I know it's on their computer if you book it, so is showing the actual card worth it?

Do you guys every actually show your Diamond cards to get an upgrade? Is that more effective then just saying "I am Diamond"? Cause I know it's on their computer if you book it, so is showing the actual card worth it?

It's been mentioned that it helps in overseas locations. We've gently pushed it forward with CC and ID in such places as BKK but can't confirm it's made a difference. We've certainly been treated well everywhere, with the single exception of the Old Town Prague, but that's another thread (http://www.flyertalk.com/forum/hilton-hhonors/796985-hilton-prague-old-town-trip-reports-reviews.html).

Cheers,
Fredd

Uh, huh. Upgrade to what? A room with a robe in it?

Yes, this is my experience in the US. In the US I actually avoid properties with lounges as they are completely useless and I would just was as well stay at a property get upgraded to a "preferred room" and get the free breakfast in the main restaurant.

International lounges are much better and I never care about getting a suite. If one wants a suite they need to go to SPG.

+1. I've been Diamond for about two years and have always been upgraded. Every single time.

I have been diamond since 2006 and I have been upgraded once in the US and twice in Europe. I abandoned the program completely last year, my only stay being one night at a hampton and a reward night. SPG offers me so much more value now, even as a Gold elite.

Yes Executive room isn't much of anything better. If at all, they often will do renovations on the Exec floor first. Otherwise, it's about access to the lounge if the hotel has one.

That's why I'm not as happy with Hiltons anymore re upgrades. I prefer HGI and Hampton Inns where I usually get suite upgrades. Even DTree's I get suites. Not anymore with Hilton.

I've been a Diamond for many years too and am almost always upgraded, whether it be on a cheap paid stay or an award stay. Whether it's being offered a suite at Hilton Waikoloa Village or getting the chance to upgrade into a spectacular villa at the Conrad Maldives, I have no complaints about the rooms I get from HHonors/Hilton.

I do agree with some concerns expressed here by others: the nickle & diming @ Hiltons, the poor Executive Lounge offerings, etc. But for my bang for my buck, Hilton provides a far superior loyalty program to me than SPG or Hyatt.

As a Hyatt Diamond, I also got wonderful upgrades. And their executive lounge is by far the best --the offerings of full meals and unlimited cocktails at some resorts is amazing. However, I've found the upgrades at Hilton more liberal than Hyatt... and Hilton has a presence in an exponential more number of places than Hyatt.

For SPG, I found their upgrades hit or miss...and some of their mid range properties disappointing. They have some beautiful W's around, and some of their own exotic properties (like in the Maldives), but for me, HHonors is still better as a Diamond.

It really depends on your travel pattern. I travel mostly in Europe and sometimes in Asia. Over the last 8 years as a Diamond member, I have been denied an upgrade to an Executive room (for hotels with Executive rooms) just twice. Upgrades at older UK properties without an Executive floor are usually quite disappointing, though.

I think it does, Europe is usually fairly forthcoming with a couple of exceptions. The UK is usually a fan of the imperceptible upgrade except for one property but that was probably more down to being a three-weekly visitor. This year, I knew I wasn't gong to re-qualify as Diamond and so booked Exec floor three time, so I could make Gold on base points, I was rewarded twice with a junior suite and once with no upgrade at all.

I wish I could say the same about Asia/Australiasia - I have only rarely had a perceptible upgrade there, sufficently so that despite being on the points hunt this December, I took a decision not to stay at a Hilton property in SIN and stayed in a cheaper and better room in another hotel in the vicinity.

I've made pretty long tours in Asia-Pac since I've been diamond. I've been consistently upgraded with Lounge access at every property.

Hilton on the Park - Melbourne
Tokyo Hilton (Shinjuku)
Conrad Hong Kong
Conrad Centennial Singapore

With the Conrads's service being far superior to the Hiltons'. Exec lounges at those Conrads make long stretches of business travel all worth it.

Uh, huh. Upgrade to what? A room with a robe in it?

:rolleyes: I actually understand the implications of the term "upgrade"

Last four Hilton stays (w/in last three months)

Hilton Hawaiian Village: paid for "Ocean View Room" was given a suite in the Ali'i Tower

Hilton Molino Stucky Venice: paid deep discount advance purchase for regular room, was a given an "alcove suite" = an extra large king room w/a sitting area and views of Venice

Hilton New York: reserved 1 double room, given a mini suite (king bed + sitting area w/sofabed, etc.)

Hilton Vienna Stadtpark: award stay, given a suite overlooking the park; fabulous room w (among many other things) 2 bathrooms.


FWIW: I do believe that bathrobes were provided in all these rooms.

As a Diamond, I've thus far had good success for upgrades overseas (Europe and Asia) but barely noticeable upgrades in the US. Most of my US stays are in the lower end brands so essentially little to upgrade to. In the US Hiltons, so far, the EL have had very poor offerings and upgraded rooms no different than regulars. So for US, I now pick points as my My Way choice instead.

Overseas, as a Gold, I usually was upgraded to the Executive Floor. However, as Diamond, I have been upgraded to suites about 30-40% of the time, EF the rest of the time (if present). Though my last "upgrade" was ludicrous and non-existent. I had already booked an EF room, incl breakfast. I was told at check-in, "you've been upgraded to the EF!" Uhmm, that was the room I booked! Nothing else was given/offered. Guess I should have thought ahead and changed the MyWay benefit to points!

I have seen good treatment as Gold and much better as Diamond. I do most of my high end travel in Europe on awards. So the overall nice Diamond treatment is very much appreciated!

Don't expect to be upgraded to something more than a "same type of room" executive level at Barcelona Hilton Diagonal Mar, where I got treated like trash as a Diamond (for other reasons!)

Don't expect to be upgraded to something more than a "same type of room" executive level at Barcelona Hilton Diagonal Mar, where I got treated like trash as a Diamond (for other reasons!)

Good to know. Thanks :). I will stick to the older Hilton on my next stay, then.

At my Hampton we upgrade diamonds usually only when asked. We'll do it without asking if we are overbooked on a room type or the person is a frequent guest and we know they'll like it. If asked we'll do it no problem. We wait to be asked because if a diamond booked a room with two beds and we upgrade them to our king study, we could be asking for trouble. Also, we have only a few of the studies and we want non-hhonor members to have a chance to book them too.

With that being said, one FT'er once stated "Don't make me beg for what you originally promised me".

Welcome hamptoninsider! I'd like you to meet omegadeal. Please listen to what he is saying. :)

I can't speak for what other hotels do but as for mine,

I understand what he is saying, but from first hand experience, upgrading guests to rooms with different beds than they booked causes problems. We don't ask anyone to "beg", just let us know that's what you want. I said we do it no problem, nor do we begrudge anyone for telling us.

Same reason we don't switch room types based on the profile alone. We always try to honor requests such as room location, amenity requests, etc. As for room type, we wait till the person checks in to verify what they want. Many times the room type requested in the profile is different than what is booked and the times we switch the guest without asking is the time they really wanted what they booked. Taking a reservation booked as two queens with one adult and moving him to the king requested in his profile can result in an unhappy wife and kids.

Like I said, we upgrade those we know want it. If you book a room thru the hilton.com website you have the option to leave a message on your room. These notes are given higher priority than the profile because we know it's up to date and relevant to the reservation, not something that could have been selected a few years back and not updated.

Your experience at other hotels may vary.

Diamond and upgrades wait I'm still laughing :D

They don't happen :td:

I can't speak for what other hotels do but as for mine,

I understand what he is saying, but from first hand experience, upgrading guests to rooms with different beds than they booked causes problems. We don't ask anyone to "beg", just let us know that's what you want. I said we do it no problem, nor do we begrudge anyone for telling us.

Same reason we don't switch room types based on the profile alone. We always try to honor requests such as room location, amenity requests, etc. As for room type, we wait till the person checks in to verify what they want. Many times the room type requested in the profile is different than what is booked and the times we switch the guest without asking is the time they really wanted what they booked. Taking a reservation booked as two queens with one adult and moving him to the king requested in his profile can result in an unhappy wife and kids.

Like I said, we upgrade those we know want it. If you book a room thru the hilton.com website you have the option to leave a message on your room. These notes are given higher priority than the profile because we know it's up to date and relevant to the reservation, not something that could have been selected a few years back and not updated.

Your experience at other hotels may vary.

I agree that if someone books a two bed room and the upgrade is a single bed, you shouldn't do it. But if I book a king room, and there is an upgraded king room and I'm a diamond entitled to an upgrade, I don't see much reason not to upgrade me.

Putting the upgrade request in the notes section is a good suggestion. I always figured I would leave it blank because maybe the reader would think that I'm trying to tell them how to do a normal part of their job and would find it degrading. If I know that giving the stated benefits isn't a normal expectation, though, maybe I'll start putting it in.

Diamond and upgrades wait I'm still laughing :D

They don't happen :td:

Actually they do... see my post above.

I agree that if someone books a two bed room and the upgrade is a single bed, you shouldn't do it. But if I book a king room, and there is an upgraded king room and I'm a diamond entitled to an upgrade, I don't see much reason not to upgrade me.

Putting the upgrade request in the notes section is a good suggestion. I always figured I would leave it blank because maybe the reader would think that I'm trying to tell them how to do a normal part of their job and would find it degrading. If I know that giving the stated benefits isn't a normal expectation, though, maybe I'll start putting it in.

Actually, I wouldn't expect it. We have no problem giving to those who ask, but without asking, we won't. A small property, we have more diamonds stay each night than upgraded rooms. We'd be giving those upgraded rooms at regular prices every night. We built those rooms to be sold at a premium so we won't offer them up on our own, stated benefit or no. We also offer AAA discounts, like the AAA sign says. But you have to ask us for it, we won't offer it up.

EDIT - You could argue that having your HHonors card in your reservation is a form of asking and I would see your point. But it's a point most hotels would ignore. I don't know many hotels who would give all their upgraded rooms away each night without a premium attached.

Great info. I have a two follow-up questions.

1. Isn't it true that there are more suites/UG-able rooms that are king? Does that mean we have a higher % chance of UG with King as bed type vs double or two queens?
2. Do you really read the comments box? If someone had "upgrade requested please" would that increase a diamond's chance over another's?


[QUOTE=hamptoninnsider;11269752]Actually, I wouldn't expect it. We have no problem giving to those who ask, but without asking, we won't. A small property, we have more diamonds stay each night than upgraded rooms. We'd be giving those upgraded rooms at regular prices every night. We built those rooms to be sold at a premium so we won't offer them up on our own, stated benefit or no. We also offer AAA discounts, like the AAA sign says. But you have to ask us for it, we won't offer it up.

EDIT - You could argue that having your HHonors card in your reservation is a form of asking and I would see your point. But it's a point most hotels would ignore. I don't know many hotels who would give all their upgraded rooms away each night without a premium attached.

Another followup question. Does that mean someone who checks in earlier in the day is more likely to get the UG? First come first served?

Thanks - great info. BTW, I love Hamptons. You guys do a great job of consistency and I love the accommodations.

A small property, we have more diamonds stay each night than upgraded rooms.

And you'll have even more soon thanks to the new hh amex. :D

1) My Hampton doesn't have suites. Our upgrades are a King Study room. Pull out sofa and a larger TV. Even if we upgraded people without asking, we wouldn't move someone from two queens into it since a pullout doesn't replace an actual bed. That's just our policy however.

2) Yes, the comments box is what we ourselves use to communicate something with each other that doesn't need to be entered into our log book so it's always read. We have 5 Study rooms out of 100 total. Asking would improve your chances for sure.

3) That one is a little more tricky. It depends on when rooms are assigned. If the hotel was empty the night before, rooms could be assigned as early as 7am. If the hotel was full the desk would have to wait till most of the guests had checked out to account for stayovers. When assigning rooms, it's done based on groups/multiple reservations, diamonds, gold, etc. Say Diamond A asked for an upgrade. Diamond B did not. Rooms are assigned with A getting the upgrade. Diamond B shows up first and wants an upgrade but none are available since A got the last one. We would not take the upgrade from A, even though he hasn't arrived, because after the HHonors rooms are assigned they are prepared for the guests. Some guests have more requests than others, foam pillows, room location, etc, so moving an already assigned guest can be a big hassle (smaller hotels most likely do not have the staff to rearrange rooms in the evening). It is also possible that A could have called to confirm his upgrade, no one would want to move him after already telling him he got it.

However, if B called or showed up before rooms are assigned then he would get the upgrade since the desk most likely hasn't even looked at the arrivals.

Assigning rooms is always a dance, with a limited amount/type of rooms, someone usually ends up unhappy.

Hope that helped :)

And you'll have even more soon thanks to the new hh amex. :D
Please don't mention it again. :td: Although, with removal of rolling tier we may actually see a decrease.

1) My Hampton doesn't have suites. Our upgrades are a King Study room. Pull out sofa and a larger TV. Even if we upgraded people without asking, we wouldn't move someone from two queens into it since a pullout doesn't replace an actual bed. That's just our policy however.

2) Yes, the comments box is what we ourselves use to communicate something with each other that doesn't need to be entered into our log book so it's always read. We have 5 Study rooms out of 100 total. Asking would improve your chances for sure.

3) That one is a little more tricky. It depends on when rooms are assigned. If the hotel was empty the night before, rooms could be assigned as early as 7am. If the hotel was full the desk would have to wait till most of the guests had checked out to account for stayovers. When assigning rooms, it's done based on groups/multiple reservations, diamonds, gold, etc. Say Diamond A asked for an upgrade. Diamond B did not. Rooms are assigned with A getting the upgrade. Diamond B shows up first and wants an upgrade but none are available since A got the last one. We would not take the upgrade from A, even though he hasn't arrived, because after the HHonors rooms are assigned they are prepared for the guests. Some guests have more requests than others, foam pillows, room location, etc, so moving an already assigned guest can be a big hassle (smaller hotels most likely do not have the staff to rearrange rooms in the evening). It is also possible that A could have called to confirm his upgrade, no one would want to move him after already telling him he got it.

However, if B called or showed up before rooms are assigned then he would get the upgrade since the desk most likely hasn't even looked at the arrivals.

Assigning rooms is always a dance, with a limited amount/type of rooms, someone usually ends up unhappy.

Hope that helped :)
Great, thanks for the info. Very insightful. ^

Three more questions:
1. Follow up from my last #1. You said your Hampton only has king upgrades. Do you think that most other Hampton's would have more UG's as king vs queen?
2. The requests you mention above, is that from the comments section or from our preferences in our accounts?
3. Where does the online check-in come into play? Do you know how that integrates with your assigning rooms process? How does it work regarding sometimes it upgrades me, sometimes it does not?

Thanks again!

JOUY, stay away from the older property, it is poor. Personally I have ALWAYS been upgraded at the Diagonal MAr, as have colleagues with lesser status than myself. In any case I HAVE also been upgraded to suites at the older property and quite frankly you are better off with an Exec room at the Diagonal Mar (which is less than the upgrade I was referring to above) than youa re at most suites at the older property.

Also, I see a lot of people pushing the SPG thing. Due to circumstances (like a lot of China travel where SPG has always been strong and Hilton weak) and perhaps drinking too much SPG kool-aid on FT, I have in fact been SPG plat in 3 of the last 7 years and have thrown business their way, and I have to say..............I have not found the upghrades to be better, I have been upgraded to more Suites at Hiltons than SPG's, and in terms of earn and burn I have found Hilton to be a better programme.

Embassy Suites Atlanta Airport. Yesterday I asked for a late check-out. Was told I could have it for $10 an hour. Diamonds are supposed to get late check-out if available. Well obviously if they would take 10 an hour, late check-out was available.

Please don't mention it again. :td: Although, with removal of rolling tier we may actually see a decrease.


Great, thanks for the info. Very insightful. ^

Three more questions:
1. Follow up from my last #1. You said your Hampton only has king upgrades. Do you think that most other Hampton's would have more UG's as king vs queen?
2. The requests you mention above, is that from the comments section or from our preferences in our accounts?
3. Where does the online check-in come into play? Do you know how that integrates with your assigning rooms process? How does it work regarding sometimes it upgrades me, sometimes it does not?

Thanks again!

1) Yes, I would assume most Hampton upgrades are kings.

2) The comment section when booking online. If you stay at any property frequently they can put a comment in your profile that says you would like an upgrade when you stay. The request will only show up at that hotel but it's better than nothing. It will show up on the HHonors arrival report that is printed daily. The requests we can change that show up at all properties are only things like room location, amenity requests, etc.

3) Online check-in rooms come down to us pre-assigned with the room # you picked. They also have a message attached saying "No Changes" so we don't mess with them. I assume that the guest had a reason for picking the room they did and won't touch it. As for what choices are given you when picking a room I can't say how it works because I honestly don't know. I do know that Hilton + online = trouble. The online resources we use are a mess.

As a reminder, upgrades at Hamptons are not even a part of our offical standards. Our hotel is under no obligation from Hampton to give any free upgrades but we do it to improve our customer's stay with us. However, at Hampton Inn & Suites, golds and diamonds must be upgrades to a suite if one is available.

Actually they do... see my post above.


I have been a HH Diamond for three years. 95% of my stays are international, and most of those are in Asia.

Upgrades to executive floors? Yes, but it's the same room.

Upgrades to suites? NEVER. Not even once.

The way the program is currently structured, international properties don't have to give a Diamond anything at all, and many of them don't.

Diamonds are not entitled to receive UG at Embassy Suites, Homewood, Hampton Inn, and Hilton Garden Inn.

2 of my 3 measly upgrades in 08 were at HGIs.

I have been a HH Diamond for three years. 95% of my stays are international, and most of those are in Asia.

Upgrades to executive floors? Yes, but it's the same room.

Upgrades to suites? NEVER. Not even once.

The way the program is currently structured, international properties don't have to give a Diamond anything at all, and many of them don't.

I guess this is one of those YMMV issues. I've been very happy w/my upgrade success, esp. in Europe.

JOUY, stay away from the older property, it is poor. Personally I have ALWAYS been upgraded at the Diagonal MAr, as have colleagues with lesser status than myself. In any case I HAVE also been upgraded to suites at the older property and quite frankly you are better off with an Exec room at the Diagonal Mar (which is less than the upgrade I was referring to above) than youa re at most suites at the older property.

Also, I see a lot of people pushing the SPG thing. Due to circumstances (like a lot of China travel where SPG has always been strong and Hilton weak) and perhaps drinking too much SPG kool-aid on FT, I have in fact been SPG plat in 3 of the last 7 years and have thrown business their way, and I have to say..............I have not found the upghrades to be better, I have been upgraded to more Suites at Hiltons than SPG's, and in terms of earn and burn I have found Hilton to be a better programme.

Thanks for the update, hfly ^. I also plan to stay one night at Le Meridien, as I usually split my stays between IC, Hilton & Starwood.