Hilton HHonors - Client Value Star Rating on OnQ

When staying at a Homewood Suites property this week. I was attempting to train a front desk person on how to add in my bonus car to get my extra 250 points.

Well aside from the fact that I couldn't find how to help them do this anymore, the front desk clerk was paging through the tabs and I said that I have a client Value rating....

Mine was one and 1/2 :-:, I only glanced for a moment but I think it was out of either 4 or 5 :-: couldn't tell.

Does anyone know anything about this. I'm tryin to understand how I get to a diamond level but only worth 1 and a half stars to the company.

Anyone know anything about how this is calculated, what its used for etc?

I'm trying to reassess my worth to Hilton. Any insiders with information here?

Thanks!

So no one knows anything about this? I find this very interesting....

I'm just speculating, but maybe it is like Hyatt's VIP levels at certain properties where a diamond is only level 3 out of 7 possible levels with platinum being level 2 and a general member being level 1.

It may be related to this feature of the system:

OnQ stores the service histories of your best guests,
including any problems they may have previously
encountered. This “service recovery” information
enables you to address concerns and be better
prepared for such guests before they arrive.

Though that is a total guess. I would bet your low score may be because you are not a best / problem / whatever the critera is guest of that particular hotel, not the entire chain.

Again, total guess.

Sounds like that agent didn't pay attention in training when they're specifically told not to mention that to our guests!

Well, considering the customer was showing them how to do stuff on their computer, it's a pretty good guess they totally blew off any training. :D

http://boardingarea.com/blogs/viewfromthewing/2004/08/11/inside-hiltons-crm-strategy/

Very interesting.

Haha, point well taken!

It's an aggregate measure of three separate metrics (no I will not tell you what they are).

http://boardingarea.com/blogs/viewfromthewing/2004/08/11/inside-hiltons-crm-strategy/

Very interesting.
Very,very interesting seeing this is a 2004 blog suggesting this was introduced in 2002 when I became diamond.Obviously my score is not high on this measurement.Maybe it has something to do with the OP's signature-High Floor, Away from elevator, King Bed

That is my preference as well-must mean negative marks!

Hello all!

I'm actually a GSA for a Hilton family property. The star rating depends on several factors. The rating actually varies by hotel and brand. If you're a regular at a certain property or brand, then you probably have a higher rating. If you stay all over the place or use reward points for a particular brand each time (Conrad) then you'll have a lower rating. Some of it is revenue based but not by how much you spend... it's usually how often. Oh, and to the OP: You can still add car rental bonuses. It's in the same place. :D

I'm actually a GSA for a Hilton family property. The star rating depends on several factors. The rating actually varies by hotel and brand. If you're a regular at a certain property or brand, then you probably have a higher rating. If you stay all over the place or use reward points for a particular brand each time (Conrad) then you'll have a lower rating. Some of it is revenue based but not by how much you spend... it's usually how often. Oh, and to the OP: You can still add car rental bonuses. It's in the same place. :D

Well it would appear that I hit the trifecta for negitive marks.


I've come to expect a certain consistancy and quality when staying at Hilton Brand properties, if I feel a serious error has occured, then I have at times requested restitution, in the form of points for a stay. Though in the last year, that's happened maybe once or twice when I've sent a letter off to Diamond Special Services.
Due to the nature of my position, I stay in all kinds of Hilton Brands in all sorts of places, it's rare when I go to the same hotel twice. My work stays are revenue stays. Usually 100+ nights a year.
When I take my points, they have been at high profile resorts, Hilton Castle in Budapest, "The Reach" W-A in Key west.


So it would appear that I'm cursed in my "star" rating. I would guess that my budget to Hilton ranks in at least the 15K USD annually, perhaps I should rethink my loyalty in the future.

Is there a way to "improve" this :-: rating so that I look better on OnQ?

Final thought, my room type is on my HH profile, so I doubt that is a factor to my rating.

So it would appear that I'm cursed in my "star" rating. I would guess that my budget to Hilton ranks in at least the 15K USD annually, perhaps I should rethink my loyalty in the future.

Is there a way to "improve" this :-: rating so that I look better on OnQ?

Final thought, my room type is on my HH profile, so I doubt that is a factor to my rating.

I'm not 100% sure how revenue overall plays into it, but I'll talk to my GM and see what they say.

I'm not 100% sure how revenue overall plays into it, but I'll talk to my GM and see what they say.


Thanks...and to address "Priority Clubber Lang " posting of "It's an aggregate measure of three separate metrics (no I will not tell you what they are). "

If you told us what they are, that would be most helpful ^

I hate to ask this, but what difference does it make? You had no clue you had a STAR rating or what it was until they mentioned it. Do you feel you have been treated any differently? It was fairly obvious from the clerk's reaction he didn't even know you had one until you started poking around searching for a place to put the rental number.

Five stars or one star, not sure he would have treated you any differently. Lots of places have ratings in their system, banks have been doing it for many years, restaurants, etc.

Yes it would be cool if we were all ten stars or whatever, but as long as you are not getting treated like they don't want you there.....

I hate to ask this, but what difference does it make? .....

If it didn't make a difference I wouldn't ask the question, nor would there be blogs or postings.

I'm not very appreciative of your tone here. It's a forum for EVERYTHING travel related.

I would suggest reading what flyertalk is about here (http://en.wikipedia.org/wiki/FlyerTalk), I think that would answer your question, thanks.

I think you took the intent of my post totally wrong. I'm asking what difference it makes to your experience at that Homewood. The answer is probably none. They would never have known you had a score.

Sorry to have offended you.

Not knowing they did this, I'm sure it makes no difference what my score is. But, I do find this interesting.
It seems, at least on the surface, that this is used as a possible tool for a hotel to "recruit" you. I have stayed at two particular hotels around 15 times each this year. A few 3 or 4 times and others spread out. I noticed when I tried a new hotel close to my frequent stays that i had exceptional treatment. An upgrade, lots of recognition, etc. I had assumed they did this with every diamond. but, possible their rating system targeted me as a great prospect worth recruiting. Just speculation, but interesting.
On the other hand, the places I stay at often don't give me any special treatment. I'm treated okay, but if I want an upgrade,I have to ask.

I think this system is used in part to attract repeat business for specific properties. I have stayed at the HGI in Fredericksburg, VA twice in the past two years (once a year), and I have gotten occasional emails about promos at that property. Still, I am not a frequent guest with Hilton, so I am not sure how effective Hilton is at using such a system.

From my experiences with Marriott and Hyatt, I can say that properties give priority to repeat visitors (even if you are a frequent weekend guest paying a promo rate). I seem to get pre-blocked to better upgrades at certain FS properties in these two chains as a result of that. It seems like Hilton is less proactive in this regard based on what others have experienced.

Thanks...and to address "Priority Clubber Lang " posting of "It's an aggregate measure of three separate metrics (no I will not tell you what they are). "

If you told us what they are, that would be most helpful ^


In all honesty, they're pretty ambiguous indicators of a guest's value to the Hilton family. Having your Gold or Diamond status is a much more consistent and rewarding measure of your loyalty as compared to those stupid stars. They're a great idea but they don't tell a complete story. That little G or D next to your name is more than enough, I assure you!

That little G or D next to your name is more than enough, I assure you!

Well thats much more assuring now :) thanks!