First off, Sorry Shadow: VBF's analogy isn't quite accurate. Here's why:
The TEAM (Yanks, O's, whoever) controls their own ticket prices for season ticket holders. For LCS and WS games, Major League Baseball controls ticket prices and inventory. The team has no control over the price of those tickets whatsoever, for any type of ticket holder. Major League Baseball gives season ticket holders the right to purchase tickets, but still controls the inventory. This is in contrast to the hotel example where the hotel has the ability to price at its own discretion during regular periods and special event periods. The two examples don't fit the same model. The Hotel, in my opinion, had the free will to make an exception for a good customer.

Now to Remko,

IMHO, you are 100% correct. But the way to handle it is to contact the GM directly.

I won't get involved in the whole "class" thing; other than to say that there is an unbelievable lack of training in Hilton regarding Diamonds.

A properly trained and educated reservation manager would have put you on hold, checked the history of your stays, and gone to the GM ON YOUR BEHALF to get a rate. No discussion of how busy the hotel is....simply a recognition of your loyalty. That's not asking for elitism...that's just smart business. There are far too few in Hilton that are taught (or have the business sense) to do this.

I don't believe that one chain has it "all together" in terms of service 100% of the time.

But, my Diamond benefits will expire this year as I have decided that Hilton is a "last resort" chain for me. I have become Platinum with Starwood and have found the overall experience to be the best. My example of the reservation manager above has happened in two different hotels with Starwood. It has also happened with Hyatt, with whom I am Diamond.

Hilton has some wonderful properties, but WAY too many elite members and has lost its focus on retention of its best customers.




[This message has been edited by shinbal (edited 04-13-2002).]