Originally Posted by
2400
I've been a loyal Hilton patron since 1996. Holding Diamond status since 1998 -- averaging 50 stays a year -- I've experienced more than a couple of significant point devaluations. Nevertheless I remained loyal because I felt a certain reciprocity existed: in exchange for 28 stays/60 nights Hilton extended a consistently high level of service and accommodations. That no longer is the case. Executive Lounges are closed or are a poor imitation of what they once were; upgrades are now sold rather than comp'ed; resort fees must be contested to be removed; premium perks (2 bottles of water and a bag of chips, premium?) are too often forgotten by hotel staff; and finally, the MyWay benefits which were once standard across the board are now "pick one." Since the most recent devaluation I've changed my MyWay choices, for 2010 my choice is Starwood. Fortunately I've consumed most of my accummulated points or have gifted them so after one last stay in Rome in April I will have fewer than 10,000 points in my account. Perhaps over time Starwood will also disappoint, but with matched elite status I have nothing to lose.
I totally agree with this. The point devaluation was the last straw, but not really the primary factor for making Hilton my second choice from now on. After 60 stays YTD (mostly at Hiltons and Doubletrees), I just booked my first few stays with Hyatt. I am just tired of Executive Lounges closing (such as the one at the Hilton Washington Embassy Row recently), customer service from Hilton that would be more fitting for a fast food chain (yes, I am talking about the Diamond Desk), giving Diamond status to AMEX holders, and general apathy towards Diamonds at domestic Hiltons. I find it especially perturbing that company-owned hotels (like the HHV) keep reducing benefits. So much for blaming franchisees.
I saw the recent response saying that Hilton is optimizing HHonors to make it more rewarding for their most valued customers (or something to that effect). I find this puzzling. My own analysis led me to believe that it is most beneficial for me to book my less expensive stays with Hilton (and get bonus points and miles) and give my other business to a chain like Hyatt that really appreciates the expensive rates I book at their hotels. By the way, I re-qualified for Diamond via stays, nights, and base points within the first half of the year, so it seems to me Hilton would want to keep my business, but apparently not.