Hilton London Gatwick Airport {GBR}
Jun 5, 2018, 12:38 pm
#286
Join Date: Oct 2015
Location: Glasgow or London or elsewhere
Programs: BA Gold, Hilton Diamond, IHG Rewards Spire Ambassador
Posts: 142
Big cutbacks in Exec Lounge
I remember that there used to be "Happy Hour" for 3 hours in the Exec Lounge at the Hilton LGW. A couple of years ago they pulled it back to 2 hours, which wasn't unreasonable. They cut the food back a bit a year ago (by cutting back on the famously spicy chicken wings). Now they've gone a stage further - implemented in the last two weeks since I last stayed here. (I'm a regular, staying every couple of weeks).
Now there is no afternoon tea offering at all (which used to be really good with scones, jam and cream etc) and the evening buffet has been gutted - now no soup, no cheese - basically nothing except stale crisps and some rather odd vegetarian canapés. They've also stopped serving prosecco. Still have basic spirits though. They used to have better quality wine, but that was enhanced away a few months ago too...
I suspect most people in here are Diamonds, but it's always full - I fear it's becoming like a US lounge.
Now there is no afternoon tea offering at all (which used to be really good with scones, jam and cream etc) and the evening buffet has been gutted - now no soup, no cheese - basically nothing except stale crisps and some rather odd vegetarian canapés. They've also stopped serving prosecco. Still have basic spirits though. They used to have better quality wine, but that was enhanced away a few months ago too...
I suspect most people in here are Diamonds, but it's always full - I fear it's becoming like a US lounge.
Jun 5, 2018, 1:24 pm
#287
Join Date: Jun 2013
Location: norwich, uk
Programs: hhonors diamond
Posts: 5,397
I remember that there used to be "Happy Hour" for 3 hours in the Exec Lounge at the Hilton LGW. A couple of years ago they pulled it back to 2 hours, which wasn't unreasonable. They cut the food back a bit a year ago (by cutting back on the famously spicy chicken wings). Now they've gone a stage further - implemented in the last two weeks since I last stayed here. (I'm a regular, staying every couple of weeks).
Now there is no afternoon tea offering at all (which used to be really good with scones, jam and cream etc) and the evening buffet has been gutted - now no soup, no cheese - basically nothing except stale crisps and some rather odd vegetarian canapés. They've also stopped serving prosecco. Still have basic spirits though. They used to have better quality wine, but that was enhanced away a few months ago too...
I suspect most people in here are Diamonds, but it's always full - I fear it's becoming like a US lounge.
Now there is no afternoon tea offering at all (which used to be really good with scones, jam and cream etc) and the evening buffet has been gutted - now no soup, no cheese - basically nothing except stale crisps and some rather odd vegetarian canapés. They've also stopped serving prosecco. Still have basic spirits though. They used to have better quality wine, but that was enhanced away a few months ago too...
I suspect most people in here are Diamonds, but it's always full - I fear it's becoming like a US lounge.
Jun 6, 2018, 2:22 am
#288
Join Date: Mar 2015
Programs: BA Gold
Posts: 689
I remember that there used to be "Happy Hour" for 3 hours in the Exec Lounge at the Hilton LGW. A couple of years ago they pulled it back to 2 hours, which wasn't unreasonable. They cut the food back a bit a year ago (by cutting back on the famously spicy chicken wings). Now they've gone a stage further - implemented in the last two weeks since I last stayed here. (I'm a regular, staying every couple of weeks).
Now there is no afternoon tea offering at all (which used to be really good with scones, jam and cream etc) and the evening buffet has been gutted - now no soup, no cheese - basically nothing except stale crisps and some rather odd vegetarian canapés. They've also stopped serving prosecco. Still have basic spirits though. They used to have better quality wine, but that was enhanced away a few months ago too...
I suspect most people in here are Diamonds, but it's always full - I fear it's becoming like a US lounge.
Now there is no afternoon tea offering at all (which used to be really good with scones, jam and cream etc) and the evening buffet has been gutted - now no soup, no cheese - basically nothing except stale crisps and some rather odd vegetarian canapés. They've also stopped serving prosecco. Still have basic spirits though. They used to have better quality wine, but that was enhanced away a few months ago too...
I suspect most people in here are Diamonds, but it's always full - I fear it's becoming like a US lounge.
As a guest, complain through the Hilton channels (ie via guest surveys or direct to Hilton, not to a employee or manager of the hotel) if you are not happy with the service provided, as a franchise they have to meet the brand standard set as part of their deal.
It was Hilton managed, recently it changed.
Last edited by Canarsie; Apr 24, 2019 at 1:02 am Reason: Consolidation.
Jun 6, 2018, 2:34 am
#289
Join Date: Sep 2007
Programs: AA, BA, Accor, Honors Diamond, IHG Diamond Elite and lots more....
Posts: 2,969
The Hilton Gatwick had been a Hilton managed hotel, but has recently changed to run by the franchise, but keeping the Hilton Branding, so explains all the cut backs.
As a guest, complain through the Hilton channels (ie via guest surveys or direct to Hilton, not to a employee or manager of the hotel) if you are not happy with the service provided, as a franchise they have to meet the brand standard set as part of their deal.
As a guest, complain through the Hilton channels (ie via guest surveys or direct to Hilton, not to a employee or manager of the hotel) if you are not happy with the service provided, as a franchise they have to meet the brand standard set as part of their deal.
Jun 6, 2018, 5:58 am
#290
Join Date: Jan 2007
Location: Somewhere in Europe
Posts: 3,362
Wouldn’t do any harm letting the owners know directly although they now seem to control a large number of rooms in the Gatwick area as they also have the Arora and the Sofitel.
Arora Group
Arora Group
Jun 6, 2018, 6:59 am
#291
FlyerTalk Evangelist
Join Date: Oct 2008
Posts: 11,578
I stayed here recently, and oh my, what a craphole. The lounge is the worst I ever visited in the UK, Exec room bed absolutely knackered, creaky flooring, aircon with the blowing power of a AA-powered handheld fan. Never again.
I can see why the Hampton costs more.
I can see why the Hampton costs more.
Jun 7, 2018, 11:22 am
#292
Join Date: Mar 2015
Programs: BA Gold
Posts: 689
https://secure.hilton.com/en/hi/feed...sistance.jhtml
That will get sent to Hilton Worldwide and channeled to team. They can't fix things they don't know that is broken, so any report from customers does actually get read, and if a hotel is getting poor customer survey submitted, and other poor feedback, Head Office is going to be putting the hotel under the spotlight.
Jun 14, 2018, 1:53 am
#293
Join Date: Nov 2015
Programs: CAMRA GGL (Gold Card Holder/Lifetime membership)
Posts: 727
Hilton LGW and Diamond member e-standby upgrade questions
Hi
we are staying at Hilton LGW on Saturday night for a morning Sunday flight.
I have requested an e-standby request to upgrade to a executive room. The price (if successful) is Ł43. The only reason I did it was so we could get in the executive lounge and enjoy the evening free bar time.
since I booked the room and did the e standby request, I have had my status matched from another program and am now Diamond Hilton status.
Would this status automatically get us into the lounge anyway? And as Diamond would I be likely to get a free upgrade anyway?
If so, is it a good idea to cancel the e standby request? It would be handy to save the Ł43 . The standard rooms are perfectly acceptable for a short one night stay and early departure in the morning.
thanks
we are staying at Hilton LGW on Saturday night for a morning Sunday flight.
I have requested an e-standby request to upgrade to a executive room. The price (if successful) is Ł43. The only reason I did it was so we could get in the executive lounge and enjoy the evening free bar time.
since I booked the room and did the e standby request, I have had my status matched from another program and am now Diamond Hilton status.
Would this status automatically get us into the lounge anyway? And as Diamond would I be likely to get a free upgrade anyway?
If so, is it a good idea to cancel the e standby request? It would be handy to save the Ł43 . The standard rooms are perfectly acceptable for a short one night stay and early departure in the morning.
thanks
Last edited by hungry; Jun 14, 2018 at 2:04 am
Jun 14, 2018, 2:28 am
#294
Join Date: Mar 2015
Programs: BA Gold
Posts: 689
Jun 14, 2018, 2:31 am
#295
Join Date: Nov 2015
Programs: CAMRA GGL (Gold Card Holder/Lifetime membership)
Posts: 727
Next Q, am I better off checking in on the app as soon as it’s available rather than checking in when arriving? Which gives the best chance of a comp upgrade?
thanks again
Jun 14, 2018, 2:39 am
#296
Join Date: Sep 2006
Location: Manchester, England
Programs: Bonvoy LT Plat, HH Diamond, IHG Plat, BMI Gold (RIP)
Posts: 8,021
Never had anything less than an Exec room as a Diamond here. Those rooms are in the newer wing and are a lot better. From memory they typically upgrade the evening before arrival here, but I think my last upgrade was done overnight on my last stay and was showing early morning.
Check-in on the app if you have the upgrade showing. If not, wait until you get there and ask at check in about an upgrade. I have never had an upgrade occur after doing an app check in as the hotels (in the UK at least) usually stick to the room selected as guests may have picked a particular room location. When in doubt, wait it out
Finally, congratulations on your new DIamond status!
Check-in on the app if you have the upgrade showing. If not, wait until you get there and ask at check in about an upgrade. I have never had an upgrade occur after doing an app check in as the hotels (in the UK at least) usually stick to the room selected as guests may have picked a particular room location. When in doubt, wait it out
Finally, congratulations on your new DIamond status!
Jun 14, 2018, 3:00 am
#297
Join Date: Nov 2015
Programs: CAMRA GGL (Gold Card Holder/Lifetime membership)
Posts: 727
Never had anything less than an Exec room as a Diamond here. Those rooms are in the newer wing and are a lot better. From memory they typically upgrade the evening before arrival here, but I think my last upgrade was done overnight on my last stay and was showing early morning.
Check-in on the app if you have the upgrade showing. If not, wait until you get there and ask at check in about an upgrade. I have never had an upgrade occur after doing an app check in as the hotels (in the UK at least) usually stick to the room selected as guests may have picked a particular room location. When in doubt, wait it out
Finally, congratulations on your new DIamond status!
Check-in on the app if you have the upgrade showing. If not, wait until you get there and ask at check in about an upgrade. I have never had an upgrade occur after doing an app check in as the hotels (in the UK at least) usually stick to the room selected as guests may have picked a particular room location. When in doubt, wait it out
Finally, congratulations on your new DIamond status!
Diamond status is nice but I won’t be able to maintain it and only have this stay at a Hilton property planned for the foreseeable. . So have to make the most of it
Jun 14, 2018, 3:53 am
#298
Join Date: Dec 2004
Location: Manila, Philippines (MNL)
Programs: BAEC Gold [>20k Lifetime TPs] | Hilton Honors Lifetime Diamond [as is Mrs PtF] | Various Others
Posts: 6,156
Presumably status matches are given out on the basis that they will bring additional business to the organisation - you have illustrated that precisely the opposite can occur.
Jun 14, 2018, 4:21 am
#299
Join Date: Nov 2015
Programs: CAMRA GGL (Gold Card Holder/Lifetime membership)
Posts: 727
While I congratulate you on being able to save GBP43 by virtue of a status match to achieve Hilton Diamond I can imagine Hilton would feel like a bunch of idiots upon reading your story.
Presumably status matches are given out on the basis that they will bring additional business to the organisation - you have illustrated that precisely the opposite can occur.
They offer the status match program freely, its not a secret or a one off. Surely if they didn't want people taking advantage of it they wouldn't offer it!
I feel offended by your pathetic comments to be honest.
Jun 14, 2018, 4:51 am
#300
Join Date: Nov 2010
Location: Bristol, UK
Programs: HH D, Rad Plat
Posts: 5,354
thanks so much. So to get this right in my head if I start the process on the app and it doesn’t show an upgraded room then I can still cancel the check in process and do it at the hotel?
Diamond status is nice but I won’t be able to maintain it and only have this stay at a Hilton property planned for the foreseeable. . So have to make the most of it
Agree that this hotel tends to upgrade diamonds to the new wing (only stayed a few times but every time this was the case) and yes, you'll get exec lounge access as diamond in any case, regardless of the room you go in.
Enjoy, hope you get to see whether Hilton will be better for your travel patterns and frequency than what you have used in the past. There are a lot of hotels, the benefits of diamond are the guaranteed lounge access and free breakfast, room upgrades are hit and miss.
Safe travels.