Report your Diamond Suite Upgrade success here :)
Nov 20, 2019, 12:52 pm
#631
Join Date: Dec 2009
Location: RDU
Programs: AA EXP / 1MM, Hilton Diamond, Marriott Platinum, IHG Gold
Posts: 198
Curio by Hilton - Hagia Sofia Mansions (Istanbul). I’m here currently - this is its first week as a Hilton property, apparently.
Upgraded to a nice suite in the main building. Incredibly (honestly probably the best I have ever received) attentive hotel staff throughout the whole stay.
Upgraded to a nice suite in the main building. Incredibly (honestly probably the best I have ever received) attentive hotel staff throughout the whole stay.
Last edited by razzaba; Nov 20, 2019 at 12:59 pm
Nov 20, 2019, 1:05 pm
#634
Join Date: Dec 2009
Location: RDU
Programs: AA EXP / 1MM, Hilton Diamond, Marriott Platinum, IHG Gold
Posts: 198
I’ve stayed here 5x in the past 18 months. I have never not gotten upgraded to the suite you are talking about - the “curved” room at the end of the hall. Also one of the best breakfasts of any Hilton I’ve stayed at (though I felt when I was there about 3 weeks ago that it had slightly slipped) . Conrad Singapore is maybe a sliver better.
Nov 20, 2019, 2:01 pm
#635
FlyerTalk Evangelist
Join Date: Sep 2003
Location: San Antonio
Programs: DL DM, Former AA EXP now AY Plat, AC 75K, NW Plat, Former CO Gold, Hilton Diamond, Marriott Titanium
Posts: 27,049
Nov 20, 2019, 2:04 pm
#636
FlyerTalk Evangelist
Join Date: Sep 2003
Location: San Antonio
Programs: DL DM, Former AA EXP now AY Plat, AC 75K, NW Plat, Former CO Gold, Hilton Diamond, Marriott Titanium
Posts: 27,049
I’ve stayed here 5x in the past 18 months. I have never not gotten upgraded to the suite you are talking about - the “curved” room at the end of the hall. Also one of the best breakfasts of any Hilton I’ve stayed at (though I felt when I was there about 3 weeks ago that it had slightly slipped) . Conrad Singapore is maybe a sliver better.
Nov 30, 2019, 3:47 am
#638
fomerly known as LandingGear (not Landing Gear)
Join Date: Feb 2011
Posts: 833
I guess I can also report non-success here. Hilton Tokyo.
Early Nov:
Hotel: "Sorry we are fully booked. But (pulling out a tablet and a folder with pictures of rooms) here is a suite you can upgrade to for payment."
Me: "How much?" (but in my head wondering what fully booked means)
Hotel: "It will be ($110) per night and you will have access to the lounge"
Me: "But I already have access to the lounge as diamond. No thank you"
Hotel: "Because you are diamond, we can do a special rate for you..."
I ended this at this point.
Last week:
Hotel: "We are giving you an upgrade to an executive room."
Me: "Isn't that the same room as I booked but with access to the lounge?"
Hotel: "yes, and as diamond you have lounge access already"
Me: "Yes, thank you. So how is that an upgrade?"
Hotel: "That's an upgrade room from what you booked."
Next trip last week of December, Cancelled Hilton and booked Hyatt Regency next door.
Early Nov:
Hotel: "Sorry we are fully booked. But (pulling out a tablet and a folder with pictures of rooms) here is a suite you can upgrade to for payment."
Me: "How much?" (but in my head wondering what fully booked means)
Hotel: "It will be ($110) per night and you will have access to the lounge"
Me: "But I already have access to the lounge as diamond. No thank you"
Hotel: "Because you are diamond, we can do a special rate for you..."
I ended this at this point.
Last week:
Hotel: "We are giving you an upgrade to an executive room."
Me: "Isn't that the same room as I booked but with access to the lounge?"
Hotel: "yes, and as diamond you have lounge access already"
Me: "Yes, thank you. So how is that an upgrade?"
Hotel: "That's an upgrade room from what you booked."
Next trip last week of December, Cancelled Hilton and booked Hyatt Regency next door.
Nov 30, 2019, 4:28 am
#639
Join Date: Feb 2018
Programs: Hyatt Lifetime Globalist
Posts: 646
I guess I can also report non-success here. Hilton Tokyo.
Early Nov:
Hotel: "Sorry we are fully booked. But (pulling out a tablet and a folder with pictures of rooms) here is a suite you can upgrade to for payment."
Me: "How much?" (but in my head wondering what fully booked means)
Hotel: "It will be ($110) per night and you will have access to the lounge"
Me: "But I already have access to the lounge as diamond. No thank you"
Hotel: "Because you are diamond, we can do a special rate for you..."
I ended this at this point.
Last week:
Hotel: "We are giving you an upgrade to an executive room."
Me: "Isn't that the same room as I booked but with access to the lounge?"
Hotel: "yes, and as diamond you have lounge access already"
Me: "Yes, thank you. So how is that an upgrade?"
Hotel: "That's an upgrade room from what you booked."
Next trip last week of December, Cancelled Hilton and booked Hyatt Regency next door.
Early Nov:
Hotel: "Sorry we are fully booked. But (pulling out a tablet and a folder with pictures of rooms) here is a suite you can upgrade to for payment."
Me: "How much?" (but in my head wondering what fully booked means)
Hotel: "It will be ($110) per night and you will have access to the lounge"
Me: "But I already have access to the lounge as diamond. No thank you"
Hotel: "Because you are diamond, we can do a special rate for you..."
I ended this at this point.
Last week:
Hotel: "We are giving you an upgrade to an executive room."
Me: "Isn't that the same room as I booked but with access to the lounge?"
Hotel: "yes, and as diamond you have lounge access already"
Me: "Yes, thank you. So how is that an upgrade?"
Hotel: "That's an upgrade room from what you booked."
Next trip last week of December, Cancelled Hilton and booked Hyatt Regency next door.
You either lock down your status perks so your properties cannot scam (and whats happening is a scam) your guests, or reap the terrible publicity you keep receiving.
I just had a four night stay this week at Hyatt Andaz Amasterdam and my expectations were BLOWN AWAY by the value I received, complete opposite experience in every way from my Hilton Conrad experiences. No chain is perfect, that's for sure, but some sure are consistently worse than others..
Nov 30, 2019, 2:38 pm
#640
Join Date: Jul 2014
Location: Fort Lauderdale
Programs: Marriott Bonvoy Life Time Titanium Elite/ Hilton Honors Diamond
Posts: 32
Hilton hotels rarely honor Diamond status. I have personally been told at things like "We can't give you an upgrade but you can pay for an upgraded room". "Let check out not permitted because the next guest expects to be in the room on time and it needs to be cleaned." "Diamond does not guarantee lounge access". It is a joke. Do this to earn that. You do this and they refuse to give you what they promise.
Nov 30, 2019, 3:40 pm
#641
Join Date: Nov 2011
Location: NYC
Programs: HH Diamond, Hyatt Globalist, Marriott Bonvoy Gold
Posts: 694
Hilton hotels rarely honor Diamond status. I have personally been told at things like "We can't give you an upgrade but you can pay for an upgraded room". "Let check out not permitted because the next guest expects to be in the room on time and it needs to be cleaned." "Diamond does not guarantee lounge access". It is a joke. Do this to earn that. You do this and they refuse to give you what they promise.
I know that when I encounter staff, I'm always gracious and pleasant. I don't throw around my Diamond status as if it is some royal title. I'm not saying that is what you do, but just giving you my own experiences. Kindness goes a very long way.
Nov 30, 2019, 8:12 pm
#642
Join Date: Jul 2014
Location: Fort Lauderdale
Programs: Marriott Bonvoy Life Time Titanium Elite/ Hilton Honors Diamond
Posts: 32
Nobody needs to throw Diamond status around. The Hotels know already. The Diplomat, The WA in Key West, Conrad downtown Chicago and others have all refused to honor it. Also the WA Casa Marina in Key West, FL was the worst- mold on luggage rack and all over walls, dirty sheets- Had to request clean sets and it took over 2 hours to get them, rust running down wall from wall mounted fire sprinkler, ants all over the room (with one of my family getting multiple bites requiring an urgent Care visit), no late check out, no free breakfast of any type, chunks of concrete missing from concrete stairs to next level, and on and on. Then I complain and they say oh we are sorry. Then I go to corporate and they tell me there is not much than can be done. Several days later I received a $100 Amex Hilton Giftcard in the mail. The complaint was checked for me and I was told it said it was closed, customer was compensated and happy. I was not happy at all, and compensation was not discussed.
It is not about being nice....it is about customer service, and about providing the additional amenities and services you promise to provide if certain criteria are met (from lowest level to highest level). Plain and simple- if you are not going to honor a status level do not offer it. It is not hard.
It is not about being nice....it is about customer service, and about providing the additional amenities and services you promise to provide if certain criteria are met (from lowest level to highest level). Plain and simple- if you are not going to honor a status level do not offer it. It is not hard.
Nov 30, 2019, 9:41 pm
#643
Join Date: Mar 2011
Location: MLB
Programs: TK CP, Lapsed DL FO, Mr. <3Vacations Free Rider, Numerous programs
Posts: 241
Hilton Daytona Beach Oceanfront resort. Booked a double queen room with points for a quick weekend getaway and upon check they said everything was in the room and gave us the keys. I figured we got upgraded but did not know to what. Well, we got the largest suite in the hotel on floor 16 and had a welcome sign for "VIP Guests of the Day" which included two VIP pins. Not sure what that means or what the pins are for but can't complain about the room.
