storewanderer

Yes, the T&C do not guarantee benefits to be given and say it is at the discretion of the hotel. And I understand completely there may be some situations where a hotel simply is unable to provide breakfast so it cannot provide the published benefit. For instance those Hilton Grand Vacations in Las Vegas: no restaurant. So no breakfast for Gold and Diamond. Completely understandable. Or another for instance, let's say it is a full service property and the restaurant is under remodel or otherwise closed temporarily for some emergency situation (power outage, equipment failure, something like that) and unable to provide the benefit. Again, completely understandable.

But this situation with the Boulders which is very able to provide and is even selling breakfast daily in multiple food outlets... combined with the flat out lies being told by the GM... unacceptable.

If they don't want to provide breakfast to certain hotel loyalty program members maybe they need to reconsider their branding. They can go unbranded and not have to provide any perks to anyone.

What I find most interesting about this is that Hilton corporate allows it. Why is this, HONORS REPRESENTATIVE? Without knowing the back story on this, again, it is hard to conclude anything.

BlondeBomber

Agreed--these discretionary things are for notable exceptions where it CANNOT be provided otherwise program terms are meaningless.

Here are exact wordings. Most references to discretion are to HHonors, not the individual hotel, e.g.
"All interpretations of Program Terms and Conditions shall be at the sole discretion of Hilton Honors."

The only place where it states hotel is here:

"A number of services and benefits ('Amenities') are available to Members of Hilton Honors. These Amenities are offered solely at the discretion of Hilton Honors and the individual hotel. Not all Amenities are provided by all hotels within the Hilton Portfolio. When payment of a resort charge is required, check individual hotel for availability of included Amenities. Should a Member be improperly denied an Amenity by Hilton Honors or a hotel within the Hilton Portfolio (provided Hilton Honors or the hotel generally offers such Amenity), liability will be limited to the equivalent value of that Amenity as determined solely by Hilton Honors."

storewanderer

@HonorsRepresentative: we are still waiting for your clarification on how this is allowed and why this is allowed. And also what other hotels in the portfolio deny breakfast to Gold and Diamond Honors.

observer

Agreed!

Kacee

I don't think you understand Lauren's role here. The demands for response are not appropriate. It's stuff like this that causes companies to end their participation on FT (see: UA Insider).

If you want a formal response from Hilton, write to their corporate offices.

CMK10

For people who want to check this hotel out, I'm seeing rates as low as $119 for this summer.

Doctorslices

I'm seeing some days under $100 with the MVP code but $30 resort fee and no breakfast makes this property unappealing.

storewanderer

Highly recommend in the summer for a relaxing trip if you can handle the heat. And it is a little cooler up at this place than it is down in Phoenix since it is up a bit higher.

The under $100 rates are a steal even with the resort fee added in (the resort fee includes tips for the bell people and those who shuttle you around the property in golf carts, so if you are out and about from your room and use the golf cart shuttles enough, not having to tip them all the time will partially offset this fee).

As far as the breakfast goes, at least until September 1, it depends how much you want to fight...

sharonsimon

Now that it is past Sept 1, can anyone report if Diamond members are getting free breakfast? Also, is there a lounge (with food/snacks) that Diamond members have access to? Thank you.

nomad420

+1
Took advantage of this in past with summer pricing. Had to work there in summer and it is HOT but I literally lived at the place for weeks at a time for work purposes. Nice golf course, spa, and pool area.

B3nder

According to the front desk check-in person, the resort fee only covers BASIC TIPS, not expected tips. Was repeated three times with a loud emphasis on basic when they went over what the included resort fee "covered". Not sure how the check in could have been more absurd.
Used night certificates there last year and the place was pretty run down. Shower door didn't close. Floors dirty. Even the toilet paper holder was broken. Was only staying there for a room and breakfast on the way where I was at, poor choice was partly my fault.

And of course the whole breakfast fiasco, where it was confirmed over the phone before booking and also showed in the app by restaurant name under benefits. After front desk got nowhere, Hilton App complaint got a promise that the GM would follow up in the morning. Of course not followed up. Second App feedback about no promised follow-up got a call from the GM about 5 hours after I checked out. GM offered 50k points without prompting anything and I agreed. Corporate followed up with GM's agreed resolution. Hotel never actually credited the points and had to get corporate to apply them manually 4 months later.

KimmyChamp

Stayed for a few days in late September, check-in provided a Diamond Welcome letter, 2 $15 vouchers for breakfast in the main restaurant per day of stay, and a brief discussion of diamond benefits, hope that helps.

nomad420

Sounds like a total cluster F so sorry to hear that a once nice property has fallen so far. Haven't been there in awhile and not sure I would given your experience.

Hawkeyefan

AirD0c

I am wondering the same thing. Looking for a warm place to go in March with our 3-year old. Appreciate any insight.