RogerD408

Did either of you bother to tell Hilton why they lost your business? Yes, once sales drop dramatically they may realise they need to do something different, but a direct message that they lost business because of a particular item gives them the chance to fix that item and not guess or fly off in a different direction (our HH members aren't staying so we don't need the program).

I like the idea of people making informed decisions much better than SWAGs.

jamesteroh

I have left negative feedback on TA before and in FT property reviews when a hotel won't give a late check out.

It's obviously something Hilton doesn't care about. If they cared about losing diamond members then a property wouldn't give a gold a later checkout than a diamond leaving the same day and would change the program to match Hyatt, SPG and Marriotts to offer diamonds a 4 p.m. checkout

RogerD408

Yes, often time those complaints fall upon deaf ears. I still carry hope that occasionally they will get to someone that has the desire and ability to make a change (maybe a management change or the gatekeeper leaves and the filters stop). You never know which one might trigger the event. However, if just quietly walking away is your choice, so be it.

isle-hawg

I have been diamond now 15 years in a row. The few times I asked I got a late checkout of 1300 three times and a couple others of 1200. Nothing offered beyond that.

Not the biggest deal to me, but pissed me off once when I had to wait to 1700 to check in when I showed up at 1500 because someone had not yet checked out.

Zebradome

Happy to say late check out is alive and well at Hilton Birmingham Metropole (NEC). As I diamond, I was upgraded to an Executive room and asked if I wanted late check out, without me requesting it. Normal checkout noon, asked for and was given 2pm.

However.........

I used the extra time to shop and when I was ready to drop I went back to the room at 1pm and key card didn't work. This meant a trip back down to reception, laden with shopping bags to get key card sorted, and unfortunately no apology for this happening from the desk clerk.

robnc35

no problem for me here in Thailand i stay at all the Hilton properties here in Bangkok and always offered 4pm checkout

laxrdu

Data point: Hilton West Palm Beach texted before my stay to see if I had any requests. I requested a 4pm check out. The response was that their "standard offer" for late check out for Diamond guests is 1pm, and 4pm would be a $50 charge.

I still fully expect my key to stop working at 11am, as is the case nearly 100% of the time I request a late check out in the US.

luke5111

HGI in Corpus Christi, TX. Checked in at around 6pm last night and got my preassigned room. Turned out to be a ground floor handicapped room. There are usually some trade offs and the most noticeable was that the clothes hanger was set so low that I couldn't hang up some of my clothes without them dragging on the ground. Had to hang them elsewhere. No big deal, I can handle that so I didn't make any fuss about it.

This morning I called to ask for a 2:30pm checkout and was told "No" because they specifically needed that room. I knew I wanted a late checkout but invariably I'm told to call in the morning so i waited till this morning to request it. If I'd thought that my room was so specialised that it would restrict late checkout, I'd have turned it down and insisted on another one. Not going to let that happen again. There were a whole bunch of others who hadn't checked in when I did so I could easily have been given another one.

davidrnz

Stayed at HGI Mongkok, Hong Kong, a couple of weeks back and was given, not offered but given, a 4 pm check out without asking ... and the key card worked until then!

Of course the service at Hilton properties in Asia is quite different from US properties.

joq

Was at doubletree johor bahru, and given a late check-out till 2pm without asking

thbe

Hilton Sukhumvit Bangkok, 4 pm with asking, without negotiating

Lurker1999

Munich City, requested 1pm as a diamond, was given it. Had to have keys reprogrammed.

flyou10

I agree with most diamonds. Hilton needs to make a guaranteed 4pm late checkout a thing. I have considered switching brands because of this alone.

I encourage everyone who agrees to take time to write a letter to HHonors (I feel mailed letters hold more weight) or at least send them feedback via the app or email. I will be again.

Grafton001

Hilton Morumbi Sao Paulo - asked for a late checkout and was given until 6pm, so well pleased as on late departure to JFK.

hfly

I have mostly given this thread a wide berth. As a Lifetime Diamond, who had been Diamond for about 17 years before being lifetime, I have to say that in probably 98% of situations where I have asked for a late check out I have gotten it. In the two percent of times that I have not I believe that it genuinely had to be with the hotel being slammed that day.

That being said there are certain ground rules:

1) Unless you have a really really compelling reason AND it is a place where many/most flights leave very late at night or early in the morning. Never ask for anything beyond 4PM.

2) Always in places such as Central Europe, ask for the late check out to be an hour beyond what you really want. So if you want a 3PM late checkout, ask for 4PM, as they seem programmed to ALWAYS offer you an hour less than what you want.

3) With the above in mind, keep in mind that they are often building in that hour for room cleaning. Generally you have another half an hour before they call the room to see why you have not checked out.

4) Be polite and firm to answer any jobsworth reactions from Jr. check in staff. If they say they cannot do it because they are fully booked or whatever, and you know that they are still selling inventory, then tell them that. If they say something like, "but that room is already assigned", ask why they cannot simply assign another room.

5) If you ever get the excuse, "But we do not have enough housekeeping on staff at that time" (Believe it or not I have). Act incredulous and ask, "Really, you don't have enough housekeeping? Is this normal? Can you put it in writing, because that is not up to brand standard!"