What does upgraded mean?
 

Many talk about being upgraded due to their silver or gold status. What kind of upgrades do you get?

You basically get upgraded to the next best room available. For example, if you book a standard room in a Hilton property and you have Gold or Diamond VIP status, you will get upgraded to the next best room based on availability, i.e., Executive floor, Towers, etc.

[This message has been edited by AusTXHiker (edited 07-03-1999).]

Re the upgrade for Diamond and Gold Card holders. Without getting off my butt on the lanai to get the Hilton Terms and Conditions and the exact wording, I believe it is"...upgrade to the BEST available room...."

Unfortunately I have had to repeat/relay this wording to to many Hilton deskclerks. Too many seem unaware of this simple stated fact. One of the worst instances was at a CT Hilton (Darian I believe) when I checked in on a weekend night. The deskclerk said "it is not their policy to upgrade.. ", the night superviser refused to answer my requested page, finally my request to have the hotel GM phone, fax or write me went unheeded.

I did get upgraded (under extreme protest) to the Towers floor. I was grungingly "greeted" by a very-alone bored concierge who said "Hello" while stubbing out her cigarette. As you might expect, I dont do that poorly-run hotel anymore.

Some Hilton Hotels make a strong distinction between the Towers section and the rest of the hotel- so strong as to be like another different hotel! Therefore they won't upgrade you from a standard room to the Towers.

Some Sheraton/Starwood properties make the same kind of ditinction such as the huge Sheraton Boston & Towers! Once, a few years ago, at the Sheraton Society Hill in Philadelphia, prior to the need for upgrade certificates on a space available basis, the Front Desk clerk insisted that I give one anyway, claiming it was required! Sadly, these matters do not always go smoothly!

Doc- You make an interesting point. If that is the case, then, I suggest they change the the name to (as an example): Boston Hilton OR Towers.

Lack of consistancy and/or credability has undermined even the best marketing programs devised by companies far larger than Hilton, and the customers they hoped to attract switched rather than fight. They have lost a lot of my and my associates business.

Hilton general management should direct, instruct and insist ALL hotels (owned or franchised) operate using the same "frequent traveler" rulebook. Seems elementary to this confused traveler.

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).

mister nice said it nicely - and perhaps more succintly than i. (his post was made while i was composing mine, so i didn't see his message until later).

UK Stages- as i read your eloquent and wonderfully accurate (and very complete) posting, i made a mental note to send you a post to congratulate you for such. only further down did i see you did the same for my shortened version.

you and i understand the inconsistency......now why doesnt hilton corp?

Just for clarification in case it was not evident in the earlier post, I agree with you MisterNice! That is why I have a weak presence at Hilton and why I RESERVE in the Towers when I do go! Hopefully they will improve in this rtegard to the benefit of all!

To all -- Wanted to take a moment to reply to the various posts on this topic. The stated policy is that HHonors Gold and Diamond VIPs “may request an upgrade to Hilton Towers Concierge Class or Executive Level at non-Towers hotels, or to the best available room” when checking in. In practice, hotels are supposed to pre-register HHonors Gold and Diamond VIPs into upgraded accommodations whenever possible. While some hotels may elect to upgrade Gold and Diamond VIPs to a suite if one is available at the time of arrival, this is not part of the upgrade policy.

To help clarify….

* There are approximately 30 U.S. Hiltons that are designated as “Towers” hotels. These hotels are noted in the HHonors Member Guide with a specific icon, and the upgrade policy includes these “Towers” rooms. One important note – The Waldorf Towers and the Ali’i Towers at the Hilton Hawaiian Village are not considered part of the “Towers” product, and do not fall under the upgrade policy. Both hotels do, however, offer upgraded accommodations to Gold and Diamond VIPs – in the main house at The Waldorf=Astoria and in other buildings at the Hilton Hawaiian Village.

* Among hotels that are not part of the “Towers” product, many have “Executive Floors,” which are also included in our upgrade policy. These hotels are noted in the HHonors Member Guide with another unique icon.

* At all other HHonors hotels, the policy includes an upgrade to the best available room, excluding suites, villas and special accommodations at selected hotels. The latter refers to hotels that have atypical products (like casitas at the Pointe Resorts for example). Again, some hotels still elect to upgrade Gold and Diamond VIPs to these accommodations, but they are not part of the standard upgrade policy.

One thing I should mention is that we are currently looking at ways to standardize our Towers and Executive Floor product across the brand, so that one term can consistently connote what this product represents. While it will take some time to do so, this should help simplify the upgrade policy.

Hope this helps.

Regards,

Adam

adam: thank you for your post clarifying upgrade policies. while this is essentially the same information available in the hhonors handbook, it's really helpful to have it fully interpreted by someone "on the inside."

my experience has been that the hotels that "get it" with regard to hilton policies are usually very accomodating to their gold and diamond frequent guests - and space permitting, are very generous with upgraded accomodations beyond what they're required to give. but the ones who don't "get it" or the lesser properties that don't have much to offer regardless of the room they put you in... well, this inconsistency really puts a damper on the hhonors program

i do applaud your long-term goal to standardize the executive floor and towers product! this is a very good idea and will solve part of the problem.

by the way, let me also belatedly add my voice to the chorus of approval being bestowed upon you in many threads for your presence on these boards ...and congratulate you on your well-deserved omni award! i'm a fairly new poster, but i've been reading flyer talk since the very beginning. i recognize how truly rare it is to have the participation of a program representative on the boards. it was a bold and risky move on yours (and hilton's) part and could have easily backfired. but i believe the honesty and sincerity of your posts has won renewed loyalty from the even the most curmudgeonly flyer talkers and hhonors members.

you've impressed the heck out of me!

I guess this is a hot topic. I didn't expect so many relies.
Why is it that it takes Adam 10,000 words to explain something that should be very simple? Quite frankly I didn't understand much of what he wrote. What's in the Tower and Executive Level that causes such desire, angst and confusion.
I am a Diamond member of the Hyatt program. It's pretty simple, you get upgraded to the Regency Club floor if there is room. If not, you get access to the Club. What that means is that you walk a little further. Hyatt has been very generous over the years. We have stayed at various Hyatt resorts in Hawaii using points. Each time without asking I was given an ocean front room and access to the Club regardless of how long we stayed. The Clubs outside the continental US are quite something. The afternoon snacks are great and the first class wine and liquor are tops -- all gratis. The RC's in Hawaii even serve a bubbly with breakfest. Last year at the Kauai Hyatt they were serving a pretty good Italian concoction.
The Hyatt's are very consistent. I never feel like a supplicant asking for special favors. I was at the Hyatt at de Gaulle airport last week and I was given access to their Club without asking. This has been true at the Hyatts in other European locations. It's quite a wonder too, since European hotels tend to be far less efficient in various forms of bookkeeping. The European Clubs serve very high class munchies in the afternoon with a large selection of free wines, beers and liquors. Many are unattended, you simply help ourselve. A attendent comes around on a regular basis to replenish and clean up. Parenthetically, the one in the Mainz Hyatt is a real knock out. It's on the fourth floor and looks out over the Rhine. It's worth going to Germany just to sit there in the quite and watch the boats.
At locations that do not have Clubs and that includes all the Park Hyatt's I am usually upgraded to a suite.
My 14 year old daughter is so taken by the Clubs especially in Hawaii that she calls herself the Regency girl.

I just had another thought. The way I understand Adams explanation. The Hilton Hawaiian Village is now bifocated into two hotels. If you check in to the peasent's part there is no way to be upgraded into the vaulted Tower regardless of how loyal you are to Hilton.

VicOsaki- The HHV actually has a number of separate Towers with a separate entrance/checkin. Similarly, the Waldorf Astoria has a separate Towers entrance on the side street (50th, as I recall) for not only dignitaries like President Clinton, but also for "peasant folks" like you and me! Personally, I'm not crazy about the set up, but we should be happy Adam is willing to take his time and to use so many words in an effort to be clear! No point to be angry or even unhappy about it. Just make the rule clear; even if I don't like, it I can deal with it! We can at least have a clear choice!

Doc, are you saying that you can checking into the cheaper part of the hotel and get upgraded to the Towers or not?