Hi Beergut (aka Nigel)

I'm fairly new contributor to FT and this is my first post on the Hilton BB.

Anyway I thought I would own first experience of the Hilton Jumeirah with you and other FTers.

Check In

My first stay with the Hilton Jumeirah was when I was a Silver HH member about 18 months ago and was traveling with a fellow employee, a member of my team specifically. We had a very early arrival (around 1am) and checked in hoping to get my non smoking room preference.

No such luck, I was given a smoking room even though the lady at check-in reluctantly agreed that my non smoking preference was clearly stipulated on my reservation confirmation, made a fortnight earlier. Did I get an apology, oh no it was that room or nothing.

Service

Tiredness was getting the better of me so I accepted and trudged off to my room insisting that I would like to have a quick word with the duty manager and could he or she call or meet me asap. I was offered a very wishy washy acknowledgement that this would happen, had a quick shower a light snack but an hour later still nothing, I rang the front desk, to be told the duty manager was too busy and would call me when he was free. Too busy at 2:30am, I wonder, however I gave them the benefit of the doubt...

The following morning 7:30am getting ready to grab some breakfast, had I been contacted by the duty manager...nope...no call, no note under the door (nor a complimentary / goodwill breakfast voucher !) and no voicemail message.

Ah well perhaps that was too much to expect, after all I was a mere Silver HH member!

So I joined my colleague for breakfast, the normal idle chit chat.."did you sleep well" etc etc. Imagine my surprise when he mentioned he had been upgraded to a a non-smoking Suite. Well good for him, particular as he was staying on a restricted room rate and wasn't a Hilton HH member, but I must confess I felt a little hard done by. As a Hilton honors member staying on a fully flexible rate should I been considered for that or another superior room. Wouldn't that have been a suitable goodwill gesture.

Overall

Anyway filled out a comment card but never did hear back...

No too impressed on my first....however the saga continues...

I have posted a few details on my subsequent visit as a Gold member...

Beergut, overall you've had it good !

So to continue where I left off...my last experience...the long version !

Visited the Hilton Jumeirah late last year as a Gold HH member a few stays short of reaching enough to make Diamond !)

Service

Was offered a standard room Double Deluxe, admittedly the one I paid for,so no reason to complain, but as I've become fairly accustomed to being upgraded over my last 20 odd stays, I thought I would ask if an upgrade might be on the cards. I asked if all the Executive rooms were full. The lady at Check-in confirmed that in fact the hotel wasn't that busy perhaps expecting me to ask to ask to pay and upgrade accordingly.

To her surprise I asked if as a Gold HH Member I would be upgraded to an Executive room, particular as they were clearly available.

Oh my, what a reaction. "I'm sorry sir we only upgrade Diamond members". I felt I needed to correct her, actually Gold members are also entitled to upgrade, subject to availabilty.

I thought I should briefly recount my previous bad experience at this hotel (my other post above), and with considerable reluctance she said she would check my stay history (perhaps to disapprove my version of events) and surprise surprise they had no record of my previous stay, even though I only had to sign the registration slip, no copy of the passport etc.

I persevered, partly now as a matter of principle, that perhaps she check with her manager whether 'my interpretation' of Gold member benefits was accurate.

She disappeared for about 10 seconds and returned to and very generously offered me a room with a better view, a sea view no less.

Nice touch an Executive Room with a sea view..ahh not quite. The standard room with a better view was all I was being offered. OK so where do we stand on Gold member upgrades...

It was like pulling teeth, but she finally accepted that Gold members could be upgraded. Despite this she still tried to 'sell me' the sea view rather than the the superior room.

This was getting me no where, I decided to meet her half way. "Ok I'll take the sea view", but I assume I can use the Exec Lounge", begrudgingly she agreed.

Overall

End result got a decent view and use of the Exec lounge, a satisfactory compromise, but why the battle of wits, for a stated HH VIP Gold privilege ??

On the plus side the staff in the Exec Lounge were excellent, quality of catering was good, nice views etc

Well the next trip will be as a Diamond member in the next couple of months....I wonder if I'll get the Suite treatment!

any thoughts ?