Changes to free WiFi Elite benefit
Dec 10, 2014, 12:11 pm
#152
Company Representative - Honors by Hilton
Join Date: Aug 2009
Programs: Hilton Honors
Posts: 1,516
With all due respect, Erin, thank you for addressing the situation, but would you consider taking the voice of this forum, and the displeasure with this situation back to the powers that be at Hilton Worldwide?
The "standard" internet is, at the current speeds we're seeing, NOT useful for anything more than checking email. Most of us can do that anyways on our phones these days. There must be some benefit to your Diamond members. Or, if the Diamond members continue to be treated the same as anyone else, these loyal guests will cease to exist in your hallways and in your rooms. They'll be next door at a Marriott property.
The "standard" internet is, at the current speeds we're seeing, NOT useful for anything more than checking email. Most of us can do that anyways on our phones these days. There must be some benefit to your Diamond members. Or, if the Diamond members continue to be treated the same as anyone else, these loyal guests will cease to exist in your hallways and in your rooms. They'll be next door at a Marriott property.
Thanks so much for providing this feedback. I am collecting these comments daily and sharing them regularly with my team. I will continue to update you with any new information!
Cheers,
Erin
Dec 10, 2014, 2:58 pm
#153
Join Date: Jul 1999
Programs: QF WP, AA EXP
Posts: 3,520
Just had a HGI stay and my Internet was capped at 1mb/s or I could pay $5.95 more for a usable connection.
It's stuff like this why my Diamond status will disappear in two months. With SPG Platinum, I get the highest speed offered by the hotel for free.
It's stuff like this why my Diamond status will disappear in two months. With SPG Platinum, I get the highest speed offered by the hotel for free.
Dec 10, 2014, 3:49 pm
#154
Join Date: Aug 2012
Location: Washington D.C.
Programs: HHonors, Starwood, Marriott, ANA, Thai, United, American, Delta
Posts: 34
Will have to share this info with my office
I think Hilton is going to lose much of my organizations business over this decision. We have to use VPN and we are not reimbursed for internet charges. So I can either stay somewhere with free fast internet and be productive after I leave the office or I can pay out of my pocket for the same access at a Hilton property. Easy decision for me. I'm sure my co-workers will feel the same way.
Dec 10, 2014, 8:45 pm
#155
Join Date: Mar 2003
Location: Los Angeles, CA
Programs: UA 1K 1MMer & LT UC (when flying UA); Hyatt Credit Cardist; HHonors Diamond; Marriott Gold via UA 1K
Posts: 6,956
HH is totally missing the point. In this day and age, a fast internet speed is no longer an "option." It is a business necessity, even for leisure travelers who are expected to stay productive on their own time. Any hotel chain that doesn't "get it" is at a serious competitive disadvantage. Internet should be fast, free and plentiful for all customers, and Hilton should implement benefits for Diamonds which are truly "benefits," such as guaranteed suite upgrades confirmable at booking, meaningful standby upgrades, and a guaranteed full breakfast.
Just another data point: My VPN is so strict that a slow connection will result in the system timing out prior to authentication. Three strikes, and you're "out," meaning a cumbersome phone call to our I.T. Help desk to gets our access restored. Once I experience connectivity issues due to slow internet, I never return to that property. It's just not worth it. Internet usability is more important to me than anything, save for safety.
Just another data point: My VPN is so strict that a slow connection will result in the system timing out prior to authentication. Three strikes, and you're "out," meaning a cumbersome phone call to our I.T. Help desk to gets our access restored. Once I experience connectivity issues due to slow internet, I never return to that property. It's just not worth it. Internet usability is more important to me than anything, save for safety.
Dec 10, 2014, 8:59 pm
#156
Suspended
Join Date: Jul 2001
Location: Watchlisted by the prejudiced, en route to purgatory
Programs: Just Say No to Fleecing and Blacklisting
Posts: 102,095
If this sh*t keeps up, I'm done with HH. I literally can't do anything relevant to my job from my hotel if my night time hotel internet speed is 1mbps.
As a Diamond member, internet should be free, as fast as the property can offer. For all Hilton properties , that should always, always, always be the case. The same goes for properties that charge for parking. It should be a free benefit for Diamond guests.
Why are they so intent on stripping away benefits? They are really losing any advantage they had in my books.
As a Diamond member, internet should be free, as fast as the property can offer. For all Hilton properties , that should always, always, always be the case. The same goes for properties that charge for parking. It should be a free benefit for Diamond guests.
Why are they so intent on stripping away benefits? They are really losing any advantage they had in my books.
Dec 11, 2014, 1:05 am
#157
Join Date: Jun 2002
Location: BCT. Formerly known as attorney28
Programs: LH HON,BA GGL GfL,Hyatt LT Glob,Mrtt LT P,Hilt LT D,IC Amb,Acc P,GHA Tit,LHW Strlg,Sixt/Av/Hz D/Pres
Posts: 6,826
HH is totally missing the point. In this day and age, a fast internet speed is no longer an "option." It is a business necessity, even for leisure travelers who are expected to stay productive on their own time. Any hotel chain that doesn't "get it" is at a serious competitive disadvantage. Internet should be fast, free and plentiful for all customers, and Hilton should implement benefits for Diamonds which are truly "benefits," such as guaranteed suite upgrades confirmable at booking, meaningful standby upgrades, and a guaranteed full breakfast.
Just another data point: My VPN is so strict that a slow connection will result in the system timing out prior to authentication. Three strikes, and you're "out," meaning a cumbersome phone call to our I.T. Help desk to gets our access restored. Once I experience connectivity issues due to slow internet, I never return to that property. It's just not worth it. Internet usability is more important to me than anything, save for safety.
Just another data point: My VPN is so strict that a slow connection will result in the system timing out prior to authentication. Three strikes, and you're "out," meaning a cumbersome phone call to our I.T. Help desk to gets our access restored. Once I experience connectivity issues due to slow internet, I never return to that property. It's just not worth it. Internet usability is more important to me than anything, save for safety.
Dec 11, 2014, 2:40 am
#158
Join Date: Dec 2013
Location: Scotland, UK
Programs: HH - Diamond BA - Blue
Posts: 426
I noticed this also, even with the hotels that treat gold/diamond better (e.g. DT Newcastle Airport) NOR1 now offers 1 cat upgrade for a fee. Previously it was free, only a few months ago.
Dec 11, 2014, 8:05 am
#159
Join Date: Feb 2012
Location: Fareham, UK
Programs: BA GGL+CCR, HHonors Dia, Hyatt Dia
Posts: 273
The first property said that the system was broken and gave me a code to use when quizzed, and the second just handed one to me straight off the bat.
When logging in as a diamond I only have the premium paid option and no standard free option. Am I missing something?
I can bill the internet to expenses but really feel this is a step too far for top tier customers. I enjoy Hilton but travel enough to also qualify as a Diamond with Hyatt after the points devalue for rewards. So arguably Hilton have already lost half my business.
Allegedly I receive complimentary Diamond status from my airline program which I have never investigated but maybe should now as this is just penny pinching and disrespect for loyalty.
Dec 11, 2014, 9:47 am
#160
Join Date: Aug 2003
Location: MSY
Programs: Delta Platinum/1MM, Hilton Diamond
Posts: 652
The charge was on my bill in the morning. I had it removed in the lounge, but the woman working the desk said in the future, there would be an up-charge for diamonds choosing the premium option. I had pointed out that there was no standard option to choose and that there was no verbage stating that diamonds would be charged for premium on the login screen. She didn't respond to that.
Dec 11, 2014, 9:48 pm
#161
Join Date: Jul 2014
Programs: AA Gold, Delta DM Hilton Diamond SPG Gold, and Foodland premium.
Posts: 824
I did send an email to hilton. I did get a very nice call from the GM from the hotel where I am staying. He was great and I explained that it was not his hotel, it was the policy I hated.
Thanks to the hilton representative for listening to our concerns. I am just not sure what difference it makes to be a diamond with Hilton. I was at the hotel with a new person to my company. The only difference between our experiences with the hotel is that I was offered a bottle of water. Does it mean much to bend over backwards to be loyal? We could have stayed at the most beautiful hotel in boise...It was the same rate and a few blocks closer to the place where we would work. I insisted on staying at a hilton because of loyalty. The new person i was with was a bit taken aback. She thought that having status meant something. It was a bit of an emperor has no clothes for me.
Thanks to the hilton representative for listening to our concerns. I am just not sure what difference it makes to be a diamond with Hilton. I was at the hotel with a new person to my company. The only difference between our experiences with the hotel is that I was offered a bottle of water. Does it mean much to bend over backwards to be loyal? We could have stayed at the most beautiful hotel in boise...It was the same rate and a few blocks closer to the place where we would work. I insisted on staying at a hilton because of loyalty. The new person i was with was a bit taken aback. She thought that having status meant something. It was a bit of an emperor has no clothes for me.
Dec 11, 2014, 9:50 pm
#162
Join Date: Jul 2014
Programs: AA Gold, Delta DM Hilton Diamond SPG Gold, and Foodland premium.
Posts: 824
Also, she could not download the files I sent her because of the slow internet speed. The new speed is really just to check email, not to work. It made it a lot harder for us to actually work. I know we can pay more money to be able to do just basic work. But, we don't have to go through the hoops at other places.
Dec 11, 2014, 10:02 pm
#163
Suspended
Join Date: Jul 2001
Location: Watchlisted by the prejudiced, en route to purgatory
Programs: Just Say No to Fleecing and Blacklisting
Posts: 102,095
Loyalty program participation and its benefits are being exposed as a bad drug; but kicking the bad habit to the curve gets easier when the dealers treat their customers to less (or worse) for more (money). "You are your rate/fare." At least in this environment.
With the Internet cut-back for Golds/Diamonds, best to shop around more often.
Dec 12, 2014, 5:08 am
#164
Join Date: Jun 2013
Location: CMH usually
Programs: AA PLT, WN A+ (and Sometimes CP) | Hilton Diamond | Avis Preferred | National Car Exec
Posts: 414
Internet -- these days, it's considered a human right. (Like fresh water) - So it would make sense that HSI as opposed to low speed internet - would be the perfect perk to an elite traveler. They already have the connection to the property, so why ration the speed down and tick off your elites? Elites are likely savvy people who know the property's connection is already a sunk cost per month, so dialing down speeds serves to do nothing more than piss them off. Plain and simple.
F&B revenue - that's still there if you're at a flagship, or a property that has a leased space to a restaurant in it where you get the room service service charges... I would bet it's a constant % of occupancy. Lower occupancy % = less actual $ across the board.