Originally Posted by Hotel_junkie
My point is that at some other Hilton brand hotels (HHV, HGIs, HI) I've noticed that the staff person dealing with a personal request usually tries to understand the customer better (including status/loyalty level) before they shoot off an answer...
Just thought this particuar hotel could have used the same process.
From my perspective, it was an instance of a Diamond member trying to use his/her status in order to demand benefits that aren't guaranteed. Though the HHonors benefits do mention late check-out as a benefit, it does not say that any particular hotel will automatically honor your request (bolded emphasis mine):
If you need extra time in your room, call the front desk. We'll do everything possible to accommodate your request.
In other words, no Hilton brand is obligated to give you late check-out for any reason, regardless of status, and HHonors is very up front about this.
(It should be noted that this is a posted benefit for all HHonors members, and not just Silver/Gold/Diamond members. The higher levels do not get any additional priority in late checkout, according to HHonors, than do the Blue members.)
Mike