Hilton Honors Diamond Check-In Turns Violent

Hilton Honors Diamond Check-In Turns Violent

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Chain hotels often have separate check-in lines for loyalty program elite members. At times that can be awkward, because some other guests may think that they’re being cut. A situation that unfolded last week at a Hilton property in Brazil is on a different level, though, in terms of the reaction of other guests.

Diamond member attacked for “cutting” line

Newsweek has the ridiculous story of a Hilton Honors Diamond check-in gone wrong. According to reports:

  • This situation unfolded on December 30, 2021, at the Hilton Rio de Janeiro Copacabana
  • A Hilton Honors Diamond member was trying to check-in via the elite line, but was then attacked by a couple that thought he was cutting the line
  • The couple started yelling at him (using racial slurs), claiming they were there first, and then things became physical; it’s reported that at least the man was drunk
  • Security was called, but they did a horrible job restraining the violent couple that was attacking the Diamond member
  • The woman then grabbed the Diamond member by the neck, and then the man approached as well, at which point the Diamond member punched the man in the face and knocked him out

You can watch the video for yourself below. Interestingly this was taken by someone who had no connection to the Diamond member being attacked. He allegedly just witnessed this as he exited the elevator, saw the violence and heard the racial slurs, and started recording.

The Diamond member who was attacked says he couldn’t spend the night at the hotel because of the incident. Interestingly he only connected with the guy who took the video because it started going viral on Twitter. At that point he asked him for the video, and responded with the following:

“Because of this security failure the couple had the police waiting outside looking for me for hours. I couldn’t stay at the hotel that night because they lied saying I attacked them. Thanks for recording.”

Hilton employees did a horrible job here

I don’t even know where to start with this:

  • How completely useless are the security staff and/or employees at this hotel? They just stood there and did very little as the woman attacked the Diamond guest
  • One has to wonder how this would have played out if the Diamond guest were white, in terms of the couple thinking they were being cut, in terms of the complete inaction of the staff, and in terms of how the police handled the situation (never mind the fact that the couple was allegedly using racial slurs)
  • Even worse is that the hotel seemingly did nothing to defend the guest when the violent couple got the police involved

Bottom line

A situation unfolded at the Hilton Rio de Janeiro, whereby a couple thought they were being cut in line by another guest, when in reality he was using the elite check-in line. Things got violent, as the Diamond member was physically attacked — without any help from the staff, he fought back, and knocked out a man. What a disaster…

What do you make of this Hilton check-in experience?

(Tip of the hat to View from the Wing)

Conversations (57)
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  1. Jason S Guest

    very sad story, to be honest, hilton diamond status is kinda fake,,, too many people having the status by owning a credit card, most front desk staff don't even think diamond members are important anymore...

    1. Jonas Gungor Guest

      Yup, no more “Thank you” for being a diamond member. You just feel like you are in every other hotel. Bland like toast with no butter and jam.

      Double Tree Hilton
      6900 Tower road
      Denver CO, 80249

      Hotel staff needs retraining in how to treat diamond members.

  2. Blanca Guest

    Comedy gold. Lifetime Diamond for that dude.

  3. Wanderer Guest

    The thing about racism is that it is so difficult for those who have never experienced it to understand how it is more often subtle but it is relentless. That being said, it's 2022 now and choosing to remain ignorant is exactly that - a choice. Thank you, Lucky, for writing this post. To the person who was attacked - I saw the video and I think I heard the man threaten you as he...

    The thing about racism is that it is so difficult for those who have never experienced it to understand how it is more often subtle but it is relentless. That being said, it's 2022 now and choosing to remain ignorant is exactly that - a choice. Thank you, Lucky, for writing this post. To the person who was attacked - I saw the video and I think I heard the man threaten you as he moved towards you after the attack from both of them had escalated and become physical. I would have done the same in your shoes. I'm sorry that happened to you.

  4. BBK Diamond

    Smart move from the attacked man. Didn't touch the crazy woman but gave her the lesson indirectly. FAst and effective de-escalation.

  5. Josh Greenberg Guest

    Rio for New Year's Eve?

    That's already a disaster-in-the-making.

    One the busiest nights and probably not the A-team on duty.

    Still, truly regrettable.

  6. Lou Guest

    Old white supremacists not dying off fast enough. The world will be a better place without them.

    1. BBK Diamond

      Racists like you not dying off fast enough, that's the real problem.

    2. Mimi Guest

      Then you should teach your friends and family to behave. Violence begets violence. What you put, you get back. Hate is cancerous.

  7. D3kingg Guest

    Always be POLITE BUT FIRM. Doesn’t sound like this Diamond member was.

    Today i jumped to the front of the cue of about 55 pax at terminal A at IAH. Then a tsa agent raises his voice at me “the back of the line is over there.” I responded “I have priority first class with American Thanks“.

    I took 2 steps towards him and he told me to stop so I did. He got on his walkie talky and then he let me go ahead confused.

    1. Lou Guest

      Are you actually blaming the victim in this scenario? You're a dick.

  8. Arthur Guest

    I'm from Brazil and stayed at that Hilton in 2017, a few months after it re-opened as Hilton. The staff were not the most competent, and it's sad to see that nothing has changed.

    Regardless of whether the Diamond guy was right or not to punch the other one, the staff should never have allowed the situation to escalate to that point.

    As much as this hotel has a great location on Copacabana, I can't recommend it because of its poor execution.

  9. iamhere Guest

    The hotel should have covered up for this by noticing which line was elite and asking the elite person to come forward. This would have made the point of the division of lines. I also agree with the comments that if the race was different of the people involved how this would have changed.

    1. BBK Diamond

      The main problem is that non-objective ppl, specially brainwashed leftists, see race before everything. Ppl like me that came from the 3rd world, where we had true problems. The last thing we care is about race.

  10. FabinhoBP Guest

    Lucky, you got it wrong.
    The Diamond member was actually the white guy and the other couple complained at them because they thought they were cutting the queue.
    The woman who was with the white guy then started to offend the black guy and later slapped him on the face.
    As the white guy approached the black guy knocked him out with a punch.

    1. Slyfoxnyc Guest

      Actually Lucky didn’t get it wrong I being the Diamond member who was attacked in that video was in line patiently waiting to be attended to when the obnoxious couple came and decided to skip the line and started making a scene yelling and screaming for service, and yes before the filming started they made several racist insults at me before the woman finally attacked me, and prior to the attack I ask for security...

      Actually Lucky didn’t get it wrong I being the Diamond member who was attacked in that video was in line patiently waiting to be attended to when the obnoxious couple came and decided to skip the line and started making a scene yelling and screaming for service, and yes before the filming started they made several racist insults at me before the woman finally attacked me, and prior to the attack I ask for security at least 10-12 times to remove them away from me because they kept touching and grabbing me and yelling at me in my face.

    2. Kiwi Member

      Slyfoxnyc I hope they end up comping the event you were hosting there that night as well

    3. BBK Diamond

      Bold move from you to not touching the crazy Karen, but quickly and effectively de-escalating (which the hotel security failed to do) by teaching her the lesson indirectly LOL. The only sad thing is that it seems that guy was trying to approach you without violence (more like trying to calm his bit**h off) But i've been in situations like this and I totally get it's not the same to evaluate all those decisions and...

      Bold move from you to not touching the crazy Karen, but quickly and effectively de-escalating (which the hotel security failed to do) by teaching her the lesson indirectly LOL. The only sad thing is that it seems that guy was trying to approach you without violence (more like trying to calm his bit**h off) But i've been in situations like this and I totally get it's not the same to evaluate all those decisions and have a total situational awareness looking from outside. So i'd most probably made something similar to what you did.

    4. dsw197391 Guest

      I thought you handled that beautifully. You are no one's punching bag. He encouraged her disgraceful behavior and he bore the brunt of the consequences. They should've comped you 365 nights and contributed to your frequent flyer miles.

  11. Hobbs Guest

    There is only one victim here. He clearly couldn't rely on security to protect him from a verbal and physical assault from the female, and now the belligerent male has closed in. Don't start none, won't be none.

    1. BBK Diamond

      From outside, cold headed point of view. The man didn't seem to approach belligerently, it seems more like he was trying to calm his crazy Karen (even the body language, hand gesture from him seems like approaching non-violently). But I totally agree with the reaction from the attacked man. And he did great to restrain from touching the Karen.

    2. dsw197391 Guest

      Did you really watch the video? Karen's fella told the Diamond member that her better not touch Karen. We he basically co-signed her behavior, that's when she attacked. He got punched because he encouraged her foolishness.

  12. BobC Guest

    This hotel seems like a drunk mess ala spring break. But the "Diamond Member" should get a good lawyer, because the video clearly shows the other guy did not swing or attack him (irrelevant what the female was doing).

  13. Rafa Guest

    I think you guys miss the most striking part. The chick is in bikini and checking into Hilton. And then she wants to wrestle tha black diamond dude. What can be more exciting than that?

  14. Jeff Guest

    I had a similar experience although not physical when checking in for an AA flight. I was Exec Plat and checking in a bag. There was an extremely long line to check bags but of course I used the priority lane. Some lady started yelling when I was called up to the desk from this other lane. The AA agent's reaction was priceless. She shouted back at the woman, "this customer is Executive Platinum you'll...

    I had a similar experience although not physical when checking in for an AA flight. I was Exec Plat and checking in a bag. There was an extremely long line to check bags but of course I used the priority lane. Some lady started yelling when I was called up to the desk from this other lane. The AA agent's reaction was priceless. She shouted back at the woman, "this customer is Executive Platinum you'll have to wait your turn honey!". I was shocked. Can always count on AA for some entertainment.

  15. Michael Guest

    I have some sympathy when front desks are short staffed but I had an older gentle man yell at me for “cutting” in line this summer because I went to stand in line by the WOH sign at a Hyatt regency. The front desk person (there were two stations) glared at me also so I just stepped back. Wasn’t worth explaining

  16. Chet New Member

    Never get in the way of a Hilton Diamond member and his benefits.

    1. UA-NYC Guest

      Agreed - esp. if they are a US-based Diamond where they literally spent (net) $0 on their status via the credit card! Uber exclusive!!! Maybe the promise of a 4pm checkout (not guaranteed)!!!

    2. Evelina Guest

      Yeah that hurt me, for all the loyalty program members outside US who have to grind till the end with $$$ just to reach status ;(

  17. Diego Guest

    The employees didn't have experience to handle the situation I agree TOTALLY!!! Need a lot training especially the security team. Now, saying the employees are racist if the French guy was Diamond. Please stop sharing no evidence. Rio de Janeiro 60% of the population is BLACK. I'm Brazilian I can speak for that.

    1. BBK Diamond

      Yep, I'm from Venezuela and totally get your point. All this racism small talk is always from the spoilt 1st world problems LOL. That's irrelevant for us, we don't see race, just actions.

  18. Tom Guest

    @Lucky... Seems pretty racist of YOU to repeat several times the statement 'there were racial slurs' hurled when none can be heard. Maybe there were, but there is no evidence of it. (If someone stated you beat Winston - without any evidence - and then it was in a blog SEVERAL times, how would you feel?)

    Then you double down and make the statement 'if he were white'... Again no basis that they would have...

    @Lucky... Seems pretty racist of YOU to repeat several times the statement 'there were racial slurs' hurled when none can be heard. Maybe there were, but there is no evidence of it. (If someone stated you beat Winston - without any evidence - and then it was in a blog SEVERAL times, how would you feel?)

    Then you double down and make the statement 'if he were white'... Again no basis that they would have handled it any better. What if the attackers were Black and the diamond member was white, instead of drunk white a-hole attackers? Would you then say that was the reason they didn't restrain them?

    Your comment is baseless and racist. Check yourself.

    Do better.

    - a loyal fan

    1. Blaz Guest

      I can't speak for Lucky but I think he was simply asking the question "what if he were white"? It is a valid question if racial slurs were heard by witnesses. Yes, it is always a hard task to work out the difference between just a plain arse-hole and a racist as they are more often than not the same person. This is why it is much harder for someone from a minority group to assess. And prejudices come in many forms.

    2. Adi89 New Member

      He literally wrote "allegedly". Use of that word implies that he doesn't know one way or another what the truth is, and is reporting third party information.

    3. Mimi Guest

      First off all, he's the person was attacked. He is the person in the video and pointing out racism isn't racist especially if you're the victim. The video is only a few minutes long with poor audio. Nor does it show the entire event However, you can obviously see who the aggressor was. Justifying, that behavior is racist within itself. Which is what you wanted everyone know about you, when you wrote this comment.

  19. JonH Guest

    Just spent 2 nights there. 2 things to note….front desk are hopelessly slow and long lines are common and for the simplest thing it’s four forms, 2 consultations with colleagues and a lot of typing, so I can see people being on edge. As a Diamond I can tell you I had a hard time getting any special treatment however the HH/Diamond desk is at the far end of the counter so not sure what he was flexing to be able to pull off a diamond move way over there.

  20. Eric Guest

    “Everything’s on camera. Everything’s on camera”LoL

  21. dander Guest

    Way to throw in the race card Lucky. Not cool.

  22. Bill Guest

    Sorry were there racial slurs on the video or is he just claiming they said racial slurs? I didn't hear on the audio but these are poor speakers. Two very different things. Secondly, I'm not so sure he was justified in knocking the guy out. The woman attacked him not the guy. All the guy did was try to prevent him from beating his girl. His hands were down like he was trying to calm...

    Sorry were there racial slurs on the video or is he just claiming they said racial slurs? I didn't hear on the audio but these are poor speakers. Two very different things. Secondly, I'm not so sure he was justified in knocking the guy out. The woman attacked him not the guy. All the guy did was try to prevent him from beating his girl. His hands were down like he was trying to calm the situation down. He did not look at all like he was about to attack. Numerous people have been killed or significantly injured by these types of one punch hits. You don't get to punch someone based on what they say. Bottom line is the girl should be arrested and possibly the diamond.

  23. Jon Guest

    One of my pet peeves is when a hotel or airport check-in is set up such that the priority line essentially merges to the front of regular line. I had a similar experience (minus the violence) at a British Airways check-in at a European airport a number of years ago. They set up the business class check-in in front of an unmanned desk with the idea that the agent working at the next economy desk...

    One of my pet peeves is when a hotel or airport check-in is set up such that the priority line essentially merges to the front of regular line. I had a similar experience (minus the violence) at a British Airways check-in at a European airport a number of years ago. They set up the business class check-in in front of an unmanned desk with the idea that the agent working at the next economy desk would make sure to call any business class passenger waiting next (this is pretty standard set-up at a lot of outstations that only man a couple of check-in counters). On this particular occasion an economy passenger in the line behind the desk went ballistic when I was indeed called next. I completely ignored the man (despite hurls of insults) and continued checking in but I think airport security wound up being called. All this could be solved if the premium desk is the one that is manned and the regular line feeds to the premium desk when there is no one waiting in front of the premium desk.

    Hard to tell from the video if it was set up with the diamond having to 'cut' to a 'regular' desk but Im willing to bet that was the case.

  24. Lars Guest

    Great job by the diamond member to settle the situation with decisive action.

    Still, under US law the diamond member could be looking at a battery charge here. The dude who he dropped with that sweet one-hitter quitter was at quite some distance to him in the moments leading up to the contact and posed no immediate threat. The girl physically attacked the diamond member and would be subject to defensive actions by the...

    Great job by the diamond member to settle the situation with decisive action.

    Still, under US law the diamond member could be looking at a battery charge here. The dude who he dropped with that sweet one-hitter quitter was at quite some distance to him in the moments leading up to the contact and posed no immediate threat. The girl physically attacked the diamond member and would be subject to defensive actions by the diamond member, but this does not provide a clear legal path to drop the dude.

    Still, I think we can all be proud of the diamond member and the world would be a better place if we all conducted our affairs as he did here.

  25. Nik A. Guest

    Well I am definitely interested in the situation where the Diamond Customer would have been white and how the situation would have been handled then.

    I was in a similar (but nowhere near as violent or abusive as this) situation myself a couple of weeks ago. My wife and I were checking in on our flight from Brussels to London on BA and went to the priority check-in lane (I have status with AA). One...

    Well I am definitely interested in the situation where the Diamond Customer would have been white and how the situation would have been handled then.

    I was in a similar (but nowhere near as violent or abusive as this) situation myself a couple of weeks ago. My wife and I were checking in on our flight from Brussels to London on BA and went to the priority check-in lane (I have status with AA). One nosy old man (just a business class passenger and not an employee) started harassing us for joining the business class/priority lane (there was only one lane for both). Even though he never raised his voice, his tone was completely condescending. He first asked if we were business class passengers to which I replied no we weren't. Then he told us that the lane was for business class passengers only (his words being "this lane is for business class passengers only - you see that long winding line on the other side, that's where you should go). However, even after I told him that since we have status and it says on the screen that one world status passengers are welcome, he insisted that we go to the other line to save ourselves the hassle of going their later on. Call it elitism or racism, the point is that he didn't inquire this of anybody else in the line and it just happened that we were the only people of color in that lane. What a coincidence!

    The icing on the cake was that both my wife and I got upgraded (yeah I know BA club europe upgrades are not worth it) and ended up sitting across this man.

    1. Blaz Guest

      A free upgrade even on BA club europe is still pretty good..free champagne ,drinks and a meal with space between you and your partner. I would take it, that's for sure... but being forced to sit opposite the rather vocal snob would require quite a few drinks I reckon.

  26. Ben Senise Guest

    i like the comment the guy recording this made at the last second of the video "I need a roofie…" lol

    "Tip of the hat to View from the Wing" otherwise known as the Gary Springer Show.

  27. Slim Guest

    Bro got KTFO.

    At least no one yelled, "Worldstar!"

  28. Steve Diamond

    "Diamond member punched the man in the face and knocked him out"

    Lets go!! Nice to see a fellow Diamond member show some hands of steel! Its nice to see hotels honor the elite lines. Nothing better than showing up to a crowded desk and cutting because your in the platinum/diamond/globalist line.

  29. Dustin Evans Guest

    Dont apply American logic to other countries.

    1. Kiwi Member

      What regarding racism? Brasíl is one of the most racist countries on the planet up there with Fiji frankly

  30. Jamie Guest

    Wow. He should get a career in the ring.

  31. Never In Doubt Guest

    After so much recent SEO seeding of the site, THIS IS CONTENT.

  32. RCB Guest

    I want the guy who took the video to narrate all videos from now on, because I loved his commentary, he was ready to respond!

    1. Steve Diamond

      No he wasnt, thats the problem capable people like the guy filming could have helped to deescalate or tried to at least before filming, instead everyone rushes to get the phone to secure the likes. Guy is an idiot couldnt even film it correctly, horizontally.

    2. Bobby Guest

      You're an idiot. If you see a dude as big as the guy at the counter about to square up, you stay the f*ck out of it. Keyboard warriors all talk a big game, Steve, you would be hiding under the desk like a little b*tch.

    3. RCB Guest

      This guy was ready to beat down someone, he wouldn't have de-escalated anything, nor should he have to, Hilton is responsible for security, not bystanders. Without this guy's video the victim was going to be handed over to the police, so I'm glad he "rushed to get the phone to secure the likes".

    4. Clark Kent Guest

      Situation like that requires filming, the video can be an evidence. You don’t want to be trap in that “he said, she said” crap, especially in bra....zil.

    5. Blaz Guest

      He wasn't filming a movie.. I suspect he was a person of colour and he was helping a brother in terms of the legal process. He knew the Diamond member could look after himself, so it was simply a matter of protecting him legally . Seems it was needed too.

Featured Comments Most helpful comments ( as chosen by the OMAAT community ).

The comments on this page have not been provided, reviewed, approved or otherwise endorsed by any advertiser, and it is not an advertiser's responsibility to ensure posts and/or questions are answered.

Nik A. Guest

Well I am definitely interested in the situation where the Diamond Customer would have been white and how the situation would have been handled then. I was in a similar (but nowhere near as violent or abusive as this) situation myself a couple of weeks ago. My wife and I were checking in on our flight from Brussels to London on BA and went to the priority check-in lane (I have status with AA). One nosy old man (just a business class passenger and not an employee) started harassing us for joining the business class/priority lane (there was only one lane for both). Even though he never raised his voice, his tone was completely condescending. He first asked if we were business class passengers to which I replied no we weren't. Then he told us that the lane was for business class passengers only (his words being "this lane is for business class passengers only - you see that long winding line on the other side, that's where you should go). However, even after I told him that since we have status and it says on the screen that one world status passengers are welcome, he insisted that we go to the other line to save ourselves the hassle of going their later on. Call it elitism or racism, the point is that he didn't inquire this of anybody else in the line and it just happened that we were the only people of color in that lane. What a coincidence! The icing on the cake was that both my wife and I got upgraded (yeah I know BA club europe upgrades are not worth it) and ended up sitting across this man.

5
Slyfoxnyc Guest

Actually Lucky didn’t get it wrong I being the Diamond member who was attacked in that video was in line patiently waiting to be attended to when the obnoxious couple came and decided to skip the line and started making a scene yelling and screaming for service, and yes before the filming started they made several racist insults at me before the woman finally attacked me, and prior to the attack I ask for security at least 10-12 times to remove them away from me because they kept touching and grabbing me and yelling at me in my face.

4
Tom Guest

@Lucky... Seems pretty racist of YOU to repeat several times the statement 'there were racial slurs' hurled when none can be heard. Maybe there were, but there is no evidence of it. (If someone stated you beat Winston - without any evidence - and then it was in a blog SEVERAL times, how would you feel?) Then you double down and make the statement 'if he were white'... Again no basis that they would have handled it any better. What if the attackers were Black and the diamond member was white, instead of drunk white a-hole attackers? Would you then say that was the reason they didn't restrain them? Your comment is baseless and racist. Check yourself. Do better. - a loyal fan

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