Check-in agent can see your lifetime no. of nights
Apr 22, 2010, 6:49 am
#16
Join Date: Jan 2005
Location: ATL
Programs: AA Gold, HH Diamond
Posts: 1,061
I work at a Hilton in San Diego. Hilton's system is truly advanced compared to other hotel companies. We can see all of your past and future stays, personal info, "service recoveries" from our property (and other as well). We can also add prefences and special requests. For instance we have a guest who loves Cheez-its, so that is in his profile and someone buys cheez-its for him before he arrives every time. It is a great tool that allows us to personalize your stay and know how often you do stay with us. We run a report of all golds and diamonds that will be arriving the next day and get everything set up for thei arrival...upgrades, breakfasts...etc. Really helps make guests feel special.
Apr 22, 2010, 8:06 am
#17
Join Date: Jun 2002
Location: Newcastle, UK
Posts: 2,379
I find that very interesting. I have been at Diamond level for about 9 years and have never been a beneficiary of that type of service, with one exception. My profile states I prefer a room away from elevators. But some times it seems the FD people think that means they need to find me the room that is literally the farthest from any elevator in the building. As a result we have been sent packing down some very long hallways. Mrs Notenut has not been pleased. Just as long as I'm not butting up against the elevator is probably just fine.
Apr 22, 2010, 9:00 am
#18
Join Date: Nov 2004
Location: NYC/SYD
Programs: Virtuoso Travel Advisor. FSPP, Ritz STARS, Rosewood Elite, Belmond BelliniClub. SPG PRO
Posts: 2,445
I am not a complainer but actually got out of bed and went downstairs to request a different room when we loved the one we had been given because of a party about 10 rooms down. I was told there were none and said I understand and thank you. But they sent security up anyway to calm things temporarily.
But when I can get those walk around the entire hotel complex hall to get a quiet room, it makes me happy.
I am very happy to see that the property also sees upcoming stays at the property.
Apr 22, 2010, 10:01 am
#19
Join Date: Jan 2003
Location: Europe
Programs: AC Elite *G :: LH Sen *G :: IC Royal Amb :: PC Plat :: HH Diamond
Posts: 2,000
Their latest IT platform is called OnQ, some interesting reading about OnQ can be found here:
http://www.doubletreefranchise.com/S...nside_12-2.pdf
http://www.hiltonfranchise.com/marke...n_brochure.pdf
Some properties still operates the old platform from MICROS called Fidelio (this is “offline” and sometimes generates wrong address or credit card information not matching the online HHonors profile).
http://www.doubletreefranchise.com/S...nside_12-2.pdf
http://www.hiltonfranchise.com/marke...n_brochure.pdf
Some properties still operates the old platform from MICROS called Fidelio (this is “offline” and sometimes generates wrong address or credit card information not matching the online HHonors profile).
Apr 22, 2010, 10:43 am
#20
Join Date: Oct 2003
Location: TX
Posts: 2,734
Wonderful source of information for US government agencies. If your Hilton profile meets their profilers you might end up at a certain Cuban Hilton.
Beside that: Not a bad idea at all, however, this transfer of information between indepentantly owned hotels is certainly not in line with data protection rules in several countries.
Beside that: Not a bad idea at all, however, this transfer of information between indepentantly owned hotels is certainly not in line with data protection rules in several countries.
Apr 22, 2010, 12:23 pm
#22
Join Date: Mar 2007
Location: SJC/SFO
Programs: WN A+ CP, UA 1MM/*A Gold, Mar LT Tit, IHG Plat, HH Dia
Posts: 6,284
My profile states I prefer a room away from elevators. But some times it seems the FD people think that means they need to find me the room that is literally the farthest from any elevator in the building. As a result we have been sent packing down some very long hallways. Mrs Notenut has not been pleased. Just as long as I'm not butting up against the elevator is probably just fine.
Apr 24, 2010, 6:21 pm
#23
FlyerTalk Evangelist
Join Date: Sep 2002
Location: Chicagoland, IL, USA
Programs: WN CP, Hilton Diamond
Posts: 14,189
Apr 24, 2010, 6:34 pm
#24
FlyerTalk Evangelist
Join Date: Aug 2001
Location: RSW
Programs: Delta - Silver; UA - Silver; HHonors - Diamond; IHG - Spire Ambassador; Marriott Bonvoy - Titanium
Posts: 14,185
Apr 25, 2010, 4:48 am
#25
Join Date: Apr 2010
Location: Melbourne, Australia
Programs: HHonours
Posts: 111
I use a program (in addition to OnQ) that tells me - if you've got a profile, of course - everything that you've mentioned you like/dislike. If you're more likley to respond to a lunch (eg, "kids under 10") invite or a Saturday night function ("prefers XXXX band vodka" invite.
This is even if you've never stayed with us....OooooOOoooooOOOOoo.......
Big Brother wants you to enjoy your stay indeed!
Apr 25, 2010, 8:04 am
#26
Join Date: Feb 2006
Programs: HH diamond
Posts: 2,646
I have the same notation. But it seems like very few actually observe my request. Or they are confused. I have often had a room next to or across from the elevator. And this includes hotels w/low occupancies!
As a light sleeper, I will call down and make them switch me. They can ALWAYS find a room. Hmmmm....
Apr 25, 2010, 8:43 am
#27
Join Date: Mar 2004
Location: On the road, 24/7/365
Posts: 3,467
So, how do I "fill in", update, or correct the information Hilton has "deduced"about me?
I've got the same issue with Hyatt that, fo whatever reason, thinks I want to be out in the boondocks (high floor, end of the hall, in the back...)
I've got the same issue with Hyatt that, fo whatever reason, thinks I want to be out in the boondocks (high floor, end of the hall, in the back...)
Apr 25, 2010, 11:10 am
#28
FlyerTalk Evangelist
Join Date: Aug 2001
Location: RSW
Programs: Delta - Silver; UA - Silver; HHonors - Diamond; IHG - Spire Ambassador; Marriott Bonvoy - Titanium
Posts: 14,185
Do these Service Recovery details carry through system-wide, or only for the property in question?
Apr 25, 2010, 4:25 pm
#29
Join Date: Aug 2009
Location: MSP
Programs: Any status I once had is gone!
Posts: 728
Apr 25, 2010, 10:01 pm
#30
Join Date: Apr 2010
Location: Melbourne, Australia
Programs: HHonours
Posts: 111
If I'm at a function or event with a supplier, event manager, etc etc, and they mention a preference for Grey Goose vodka, I remember this, and enter it into their profile. I might never use that information, but on the other hand....it might come in handy. If that person chooses to stay in-house one night, for example, I know what to put into their ameneties pack.