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Hilton App - "Request Upgrade" Button

Hilton App - "Request Upgrade" Button

Old Aug 22, 18, 11:15 am
  #1  
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Hilton App - "Request Upgrade" Button

Has anyone had this feature actually work? I've been Diamond for maybe 4 consecutive years and it's at precisely 0% effectiveness.

I'm almost exclusively domestic US travel in primarily the lower tier brands (Hampton/HGI/Doubletree) but it doesn't work for the higher end either.
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Old Aug 22, 18, 12:02 pm
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You nailed it. It is 100% useless.
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Old Aug 22, 18, 2:34 pm
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Originally Posted by chongcao View Post
You nailed it. It is 100% useless.
It is at least consistent.
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Old Aug 22, 18, 5:15 pm
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What is everyone's experience with checking in on the app and getting upgraded? Is it better to select your room and then see if you get upgraded at arrival, or just wait for arrival and check in? I've always checked in and tried to choose the best available room within my category, but I've never been upgraded either.
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Old Aug 22, 18, 5:52 pm
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Originally Posted by kenbo View Post
What is everyone's experience with checking in on the app and getting upgraded? Is it better to select your room and then see if you get upgraded at arrival, or just wait for arrival and check in? I've always checked in and tried to choose the best available room within my category, but I've never been upgraded either.
Always best to wait till an upgrade is showing unless you know the hotel may be full and no upgrade may be coming then best pick the room you want.

As a regular at one hotel I frequent it does not matter if I check in day before as they will always apply an upgrade later, sometimes I may get upgrade twice in the system before arriving. This is how it is suppost to work but with so many diamonds and not enough upgrades available you will most likely get left out do to you picking a room.
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Old Aug 23, 18, 2:37 am
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Originally Posted by kenbo View Post
What is everyone's experience with checking in on the app and getting upgraded? Is it better to select your room and then see if you get upgraded at arrival, or just wait for arrival and check in? I've always checked in and tried to choose the best available room within my category, but I've never been upgraded either.
Only twice I got upgraded when arriving into a hotel with pre-selected room. And that is out of 30 stay in last 10 months.
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Old Aug 23, 18, 2:38 am
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Originally Posted by kenbo View Post
What is everyone's experience with checking in on the app and getting upgraded? Is it better to select your room and then see if you get upgraded at arrival, or just wait for arrival and check in? I've always checked in and tried to choose the best available room within my category, but I've never been upgraded either.
Using Hilton mostly in Europe (Hilton, HGI, DT) I checked-in online the morning of my arrival. In 90% of the case I will see I have been upgraded.
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Old Aug 23, 18, 6:37 am
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Originally Posted by kenbo View Post
What is everyone's experience with checking in on the app and getting upgraded? Is it better to select your room and then see if you get upgraded at arrival, or just wait for arrival and check in? I've always checked in and tried to choose the best available room within my category, but I've never been upgraded either.
I've never had my room changed after using the app.

The only thing that has happened to me once or twice (but never on a regular basis) is that sometimes it will show me room types I didn't book. For example if I had a 2 Double reservation the app one time showed me 1 King rooms as well. Also I recall one other time it allowed me to select and executive room or my booked room category.

Overall in my experience its always locked me into the room once I select it.
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Old Aug 23, 18, 8:29 am
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I'm not sure I've ever been upgraded in any form at any Hilton program property, except maybe one, ever.
The button on the app is a joke, so is the supposed program benefit.
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Old Aug 23, 18, 8:47 am
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I agree that the button is useless. If the boss was willing to pay $25 a night more for a suite, I'd have booked a suite. As far as actually getting comp upgrades when I ask, I get them about half the time.
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Old Aug 23, 18, 8:48 am
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It seems there is a clear discrepancy between the US and the rest of the world (would not be the first time though !). My upgrade success is close to 90%, but then I stay in Europe properties. I am guessing part of this is due to the generally low culture of service in the US.
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Old Aug 23, 18, 8:53 am
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I have been given keys to a different room on arrival a couple of times (same hotel): "The room you booked isn't ready now."

I have been upgraded from my selected room once, by the clerk on arrival; however, I suspect he was doing it for a reason unrelated to Diamond. Otherwise, I use mobile checkin generally at properties where I'm fairly certain I'm not going to be upgraded ahead of time.

On a related note, I tried digital key first time recently, which was good for bypassing checkin, but as a key itself I found it clunkier than a plastic card.


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Old Aug 23, 18, 9:17 am
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The request upgrade button is about as much use as an ashtray on a motorbike!
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Old Aug 23, 18, 9:42 am
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Originally Posted by neo_781 View Post
I've never had my room changed after using the app.

The only thing that has happened to me once or twice (but never on a regular basis) is that sometimes it will show me room types I didn't book. For example if I had a 2 Double reservation the app one time showed me 1 King rooms as well. Also I recall one other time it allowed me to select and executive room or my booked room category.
Would that be considered an upgrade? Overall, my experience has been much like yours.

Originally Posted by ozztraveller View Post
Always best to wait till an upgrade is showing unless you know the hotel may be full and no upgrade may be coming then best pick the room you want.
Now that you mention it, the only time I received an upgrade was the time that I waited. I was going to the Hilton Hawaiian Village and I was monitoring for a high floor ocean front room. A 6th or 7th floor room was assigned to me and then when I arrived at HNL, I noticed I was moved down to the 5th floor. At check-in they told me it was an upgrade because it was a corner/larger room with two balconies.
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Old Aug 23, 18, 11:36 am
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Originally Posted by neo_781 View Post
I've never had my room changed after using the app.
I used OLCI on my current trip, and when I got my key from the FD, they had changed my room from the one I chose. They said the guest in the room extended his/her stay.
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