doc's absolutely right about some hiltons making strong distinctions between an "upgraded" room and a "towers" room.

i've stayed several times at the property in downtown san francisco and always get upgraded to a corner junior suite. my last time there i asked about about a towers room upgrade,as i was going to be there for five or six days. rooms were available, but only as a paid upgrade. i asked if i could get towers level "access." (sometimes, hotels don't have the towers rooms availble, but will give gold or diamond hhonors members access to the concierge level and lounge.) the desk clerk said i'd have to check with the towers people. so i checked in, then went up to the towers lounge. they explained (nicely) that it was a premium product and they did not "give it away."

does this violate hilton's rules and guidelines? well, if a towers room is actually available, then i guess it does. but it's certainly a grey area. it's never really bothered me, though, particularly if it's explained nicely by the hotel (and they give me a decent room, anyway).

but what does irritate me is the inconsistency and misapplication of hhonors rules from one property to the other. things like room upgrades. by the way, towers access - not a room, just access to the lounge - doesn't really cost the hotel much, when granted to a limited number of elite guests on a case-by-case basis. it would seem to me that hilton would want to provide it to diamond members when towers rooms are unavailable (some hotels do...miami airport hilton, for one).

you just never know what to expect when you check into a hilton...and, frankly, you shouldn't have to fight for what's coming to you by virtue of your elite status. all the FF and frequent guest programs claim that achieving the super-duper-we-can't-believe-how-much-money-you-gave-us-last-year level of their program recognizes you as "one of their very best customers."

so, how about a little recognition?

wouldn't it be nice if you simply arrived at the hotel and they proactively upgraded you by virtue of your status, without your having to ask? unfortunately, as many have pointed out in other threads, this doesn't always happen.

i'm at a crossroads with hilton. i find myself staying less and less at their hotels, mostly because of the varying levels of quality and service. and now i find my point values seriously eroded by the new "premium level" hotel designation. and don't even get me started on the year-old 10 cents per minute after 30 minutes phone thing!

perhaps i'll post more thoughts in a different thread once i read about all the new changes (my statement and new program handbook only just arrived on saturday).