How Hilton Golds are treated.
Nov 30, 2017, 4:11 pm
#62
FlyerTalk Evangelist
Join Date: Aug 2007
Location: SEA, but up and down the coast a lot
Programs: Oceanic Airlines Gold Elite
Posts: 20,378
Apparently they aren't on brand standard.
Nov 30, 2017, 6:59 pm
#63
Join Date: Apr 2017
Posts: 575
The reason for Hilton doing this befuddles me too. I found a better deal by about 30-40% on C-Trip at the Hongqiao Hilton in Shanghai, so I booked it expecting as you did, that I could work around the hitch that Hilton had wrt using their app for booking. I was wrong--- but was offered to pay up to a much higher rate. Yeah-- saving money is important to my company, so I explained that if Ctrip could get me a lower rate, but there were no Diamond benefits, I might as well stay somewhere that had no loyalty program like the local Millenium Hotel. They gave in a bit, rebooked me at a much lower rate and I was able to get my points and benefits at a slightly elevated cost. It took me about 45 minutes standing at the desk to get this done. Not pleasant-- but it is capitalism at work.
Nov 30, 2017, 7:13 pm
#64
FlyerTalk Evangelist
Join Date: Jul 2003
Location: Florida
Posts: 29,740
Its booking is thru OTAs and are the same way as if you booked thru Expedia or Booking.com and the like - except you pay Chase your points and depends on which card you own, your point worth 0.01 or 0.0125 or 0.015. However the hotel booking is paid by Connexions, the company Chase (and Citi too) uses to operate their travel portals. To the hotel, they do not see anything but a booking thru a 3rd party channel. There is nothing about "reward booking" to them. Period.
What the thing the OP fails to see is, he expects hotel treats him the same way as other guests booked directly thru the hotel chain, without accepting / realizing the fact that, the hotel receives LESS from his booking versus from the guests book direct. I am surprised that the OP being in the Hotel industry for decades, dont realize that the hotels must PAY the OTAs a commission as steep as 20% and up, for their listing - so right out of the bat, the OP's booking is worth 20% LESS than other guests who pay the same rates but book direct.
I would say OP is damn lucky the hotel even offers him a free breakfast that is NOT required at all. Yet he still complains. Seriously?
Marriott is the ONLY chain still generously enough to provide elite benefits but not night and stay credit. That may change down the road as all other hotel programs offer zilch to elite recognition if it is booked thru 3rd party. Who can blame the hotel when the hotel earns 20% less from you?
I am sure if things changed to the flip side, i.e. OP being the receiving end of the 20% less revenue, what would he think on providing the extra benefits?
Dec 1, 2017, 2:17 pm
#65
Ambassador: Alaska Airlines
Join Date: Nov 2008
Location: BWI
Posts: 7,390
Generally I have been very satisfied with my treatment as a HH Gold member. Many times some hotels even cover free breakfast for more than just one guest, more often than not I have been upgraded to executive floor and sometimes when I am not upgraded they still gave me lounge access.
I always expect hotels to only give me what is listed as my benefits at the same time always happy when they really do proactively give me more to show they appreciate my business.
Regarding third party bookings - this has been the norm for awhile and the T&C is very clear. The only grey area I think Hilton should bend the rules are bookings made through a private corporate provider after all business customers are generally the ones that generates the bulk of the revenue in major cities. Makes no sense if a frequent business traveler cannot get benefits recognition because they are required by their employer to book through a corporate agent. Hilton should be able to easily discern between those booking through public 3rd party sites and private ones for purpose of elite benefits. I think they already do but I don't travel for business so I wouldn't know.
YMMV but I find Marriott much more stingy for golds and only gives exactly what benefit I get as a gold nothing more although Marriott is more generous with room upgrades.
I always expect hotels to only give me what is listed as my benefits at the same time always happy when they really do proactively give me more to show they appreciate my business.
Regarding third party bookings - this has been the norm for awhile and the T&C is very clear. The only grey area I think Hilton should bend the rules are bookings made through a private corporate provider after all business customers are generally the ones that generates the bulk of the revenue in major cities. Makes no sense if a frequent business traveler cannot get benefits recognition because they are required by their employer to book through a corporate agent. Hilton should be able to easily discern between those booking through public 3rd party sites and private ones for purpose of elite benefits. I think they already do but I don't travel for business so I wouldn't know.
YMMV but I find Marriott much more stingy for golds and only gives exactly what benefit I get as a gold nothing more although Marriott is more generous with room upgrades.
Dec 1, 2017, 4:30 pm
#66
Join Date: Jan 2010
Location: DCA/RIC
Programs: HH LTD, AA LTG
Posts: 1,015
Regarding third party bookings - this has been the norm for awhile and the T&C is very clear. The only grey area I think Hilton should bend the rules are bookings made through a private corporate provider after all business customers are generally the ones that generates the bulk of the revenue in major cities. Makes no sense if a frequent business traveler cannot get benefits recognition because they are required by their employer to book through a corporate agent. Hilton should be able to easily discern between those booking through public 3rd party sites and private ones for purpose of elite benefits. I think they already do but I don't travel for business so I wouldn't know.
Dec 3, 2017, 9:50 pm
#67
Join Date: Mar 2009
Location: PHX
Programs: HHonors Lifetime Diamond, UA Million Miler Gold, Marriott Platinum
Posts: 1,142
You may not have any idea how the Chase Ultimate Reward program works.
Its booking is thru OTAs and are the same way as if you booked thru Expedia or Booking.com and the like - except you pay Chase your points and depends on which card you own, your point worth 0.01 or 0.0125 or 0.015. However the hotel booking is paid by Connexions, the company Chase (and Citi too) uses to operate their travel portals. To the hotel, they do not see anything but a booking thru a 3rd party channel. There is nothing about "reward booking" to them. Period.
What the thing the OP fails to see is, he expects hotel treats him the same way as other guests booked directly thru the hotel chain, without accepting / realizing the fact that, the hotel receives LESS from his booking versus from the guests book direct. I am surprised that the OP being in the Hotel industry for decades, dont realize that the hotels must PAY the OTAs a commission as steep as 20% and up, for their listing - so right out of the bat, the OP's booking is worth 20% LESS than other guests who pay the same rates but book direct.
I would say OP is damn lucky the hotel even offers him a free breakfast that is NOT required at all. Yet he still complains. Seriously?
Marriott is the ONLY chain still generously enough to provide elite benefits but not night and stay credit. That may change down the road as all other hotel programs offer zilch to elite recognition if it is booked thru 3rd party. Who can blame the hotel when the hotel earns 20% less from you?
I am sure if things changed to the flip side, i.e. OP being the receiving end of the 20% less revenue, what would he think on providing the extra benefits?
Its booking is thru OTAs and are the same way as if you booked thru Expedia or Booking.com and the like - except you pay Chase your points and depends on which card you own, your point worth 0.01 or 0.0125 or 0.015. However the hotel booking is paid by Connexions, the company Chase (and Citi too) uses to operate their travel portals. To the hotel, they do not see anything but a booking thru a 3rd party channel. There is nothing about "reward booking" to them. Period.
What the thing the OP fails to see is, he expects hotel treats him the same way as other guests booked directly thru the hotel chain, without accepting / realizing the fact that, the hotel receives LESS from his booking versus from the guests book direct. I am surprised that the OP being in the Hotel industry for decades, dont realize that the hotels must PAY the OTAs a commission as steep as 20% and up, for their listing - so right out of the bat, the OP's booking is worth 20% LESS than other guests who pay the same rates but book direct.
I would say OP is damn lucky the hotel even offers him a free breakfast that is NOT required at all. Yet he still complains. Seriously?
Marriott is the ONLY chain still generously enough to provide elite benefits but not night and stay credit. That may change down the road as all other hotel programs offer zilch to elite recognition if it is booked thru 3rd party. Who can blame the hotel when the hotel earns 20% less from you?
I am sure if things changed to the flip side, i.e. OP being the receiving end of the 20% less revenue, what would he think on providing the extra benefits?
Dec 4, 2017, 11:44 am
#68
Join Date: May 2004
Location: formerly Gold now Diamond, formerly MSY, now LAX, formerly NW, now DL
Programs: Hyatt Plat, Hilton Gold, SPG Gold, Delta Diamond/1MM
Posts: 4,635
I'm generally very happy with Hilton Gold which is better than any other hotel's mid-tier. I've worked hard to keep it so as long it stays valuable to me, I'll keep pushing my way to Gold at least. Not sure if Diamond is much better, thoughts?
Dec 4, 2017, 12:35 pm
#69
Join Date: Aug 2014
Location: Europe
Programs: BAEC Silver; AerClub Silver, Hilton Honors Diamond
Posts: 314
Diamond is OK if it happens. I have been Diamond and still Diamond, but I'll be back to Gold next year. I had great stays. From my point of view if you travel in Asia, Australia and some properties in Europe, Diamond indeed has added value; many Hilton have very nice Lounges. In the State, many UK properties, Ireland and other countries, the difference between Gold and Diamond is minimal.
Dec 4, 2017, 3:54 pm
#70
Join Date: Jul 2015
Location: San Francisco
Programs: UA MM Plat, UA 1MM, Hilton Lifetime Gold, Marriott Gold, Hertz Gold, CLEAR, AS MVP Gold
Posts: 3,614
Dec 4, 2017, 9:59 pm
#71
Join Date: Mar 2009
Location: PHX
Programs: HHonors Lifetime Diamond, UA Million Miler Gold, Marriott Platinum
Posts: 1,142
Diamond is not worth much and it is also free to obtain now.
Dec 5, 2017, 12:59 am
#72
Join Date: Nov 2007
Location: SFO
Programs: AA EXP, Hilton Diamond
Posts: 420
I've had a similar experience at Hampton Inns in the West, Midwest, and New England all within the past month. I've been able to get a snack each night just by asking, too.
Dec 14, 2017, 5:56 am
#74
Join Date: Jun 2013
Location: MEL
Programs: QF, FI, BA, HHonors & Le Club Accorhotels
Posts: 401