Originally Posted by
Matt4200
Checked into a Doubletree for a 3 night stay was provided with a 1 King Executive Lounge Access as a Diamond upgrade.
The Room received was identical to the 1 King room booked, the only “upgrade” provided was the Executive Lounge Access which as a Diamond Member I already have. This could potentially be considered a “Gold” upgrade, but definitely not Diamond.
Anyways, the Executive Lounge is closed and has never reopened according to the front desk, yet they’re selling Executive Access rooms. This room isn’t an upgrade as physically it’s the same room as the King Room, AND there’s no Executive Lounge.
I checked and confirmed with the front desk and there is a Junior Suiteavailable, he verbally stated that it is available and confirmed inventory. I asked to be upgraded to this suite and he flat out refused. I requested to speak to the manager who he said won’t be in until Friday.
It is within the program terms and it’s not a full suite even it’s a Junior Suite. We booked this property for the Suite Upgrade AND Executive Lounge Access which could both easily be presumed by what’s shown on Hilton.com.
I contacted the Diamond Desk they said the best they can do is send it to the manager and get a response in 3 days, which by then I’ll be checked out.
If they’re unable to provide the upgrade that’s within my earned benefits.
Despite what you may think suite upgrades are no longer guaranteed under the HH terms and conditions and the upgrade benefit generally isn't much anymore except maybe at properties where you've established a relationship due to previous stays. In fact, the terms and conditions currently do not provide any guarantee of any upgrade. The T&C's currently provide that members
may receive upgrades to preferred rooms based upon availability as opposed to
shall receive upgrades if available; may is permissive, shall is mandatory. The "preferred rooms" language added some time ago also provided an out for properties to provide an upgrade that is illusory, like upgrades to a higher floor, to the executive floor (I've had properties tell me it's quieter because it's mostly diamonds up there that's why it is a preferred room - even if the lounge is closed), or to a different view as opposed to a suite.
The my way hotel benefits for Doubletree are a little stronger as they say that a Diamond member
will receive an upgrade. But the my way benefit is even more limiting as it says:
Upgrades for Diamond Hilton Honors guests may include the next-best available room from the room type booked. Upgrades may also be rooms with desirable views, corner rooms, rooms on high floors, rooms with special amenities, rooms on Executive Floors**, or suites, as identified by each property. Some exclusions based on rate and room type may apply.
As others have said, if upgrades are important to you then don't stay at properties that don't go above and beyond; the trouble with that is that will eliminate a whole lot of Hilton properties. If suites are important, then you will probably have to start booking a suite.
You also mentioned breakfast as a guaranteed benefit for Diamonds. The my way benefit currently only provides for breakfast at DTs outside the US; in the US they only have to provide the F&B credit.
- Diamond Elite Members will receive the following during stays as a registered Diamond Elite Member: At Waldorf Astoria® Hotels & Resorts, LXR Hotels & Resorts, Conrad® Hotels & Resorts, Canopy™ by Hilton, Signia by Hilton, Hilton Hotels & Resorts, Curio Collection by Hilton™ and DoubleTree by Hilton™ and Tapestry Collection by Hilton™ properties, Diamond Hilton Honors Members may receive upgrades to preferred rooms, based on availability at the time of arrival. Upgrades for Diamond Hilton Honors Members may include upgrades up to “junior”, “standard” or “one-bedroom” suites. Upgrades exclude executive suites, villas and specialty accommodations/floors/towers (which may include, but not limited to, "Vista," "Villa," or “Club” accommodation types), subject to the discretion of the hotel. Group reservations and certain rates are not eligible for suite accommodations and may not be eligible for complimentary upgrades. All upgrades are granted on a space-available basis for the entire stay, as determined at the time of arrival. Preferred rooms are identified by each individual property and may vary within each brand. Upgrades will be given only for one room for the member, regardless of additional rooms the member may have purchased at or after the time of booking. The following brands do not offer complimentary upgrades: Embassy Suites™, Hilton Garden Inn®, Hampton by Hilton™, Tru by Hilton™, Homewood Suites by Hilton®, Home2 Suites by Hilton®, Hilton Grand Vacations®, and Motto by Hilton®.
My Way Doubletree benefits:
.
Upgrades to Preferred Rooms.
Diamond Hilton Honors guests will receive upgrades to preferred rooms, based on availability for the entire stay at the time of check-in. Upgrades for Diamond Hilton Honors guests may include the next-best available room from the room type booked. Upgrades may also be rooms with desirable views, corner rooms, rooms on high floors, rooms with special amenities, rooms on Executive Floors**, or suites, as identified by each property. Some exclusions based on rate and room type may apply. See
Terms & Conditions for details.
Earn 1,000 Hilton Honors ® bonus points per stay.
Daily Food & Beverage Credit (U.S. hotels only) or Continental Breakfast (non-U.S. hotels)
You’ll receive a Daily Food & Beverage Credit of $15 at DoubleTree by Hilton™ in the U.S. ($18 in select markets*), and complimentary Continental Breakfast at DoubleTree by Hilton™ outside the U.S. Either the Credit or Continental Breakfast will be given to you and up to one additional guest registered to the same room each night of your stay.