I mean, I don’t exactly have high expectations of Hilton Honors’ elite upgrade policy, but this is bad even by Hilton standards. Or maybe the hotel is just doing guests a favor by helping them manage expectations?
In this post:
Hilton in Hawaii says “upgrades are not available”
A reader who is a Hilton Honors elite member has a stay booked at the Hilton Hawaiian Village Waikiki Beach Resort. When he received the email confirmation for the stay from Hilton, he noticed a surprising message listed in the email.
The email stated that “due to the popularity of Hawaii, upgrades are not available,” and the message goes on to state that “we strongly suggest booking the room type you desire.”
Well that’s… interesting. Of course the email contains a link to Hilton’s eStandby upgrade feature, whereby you can pay cash for a space available upgrade.
Hilton Honors Gold and Hilton Honors Diamond members are eligible for complimentary room upgrades subject to availability. However, Hilton doesn’t actually make specific promises about what kind of a room you’ll get upgraded to.
Hilton properties just have to provide some sort of upgrade subject to availability, but the type of room or suite you get upgraded to is at the discretion of the hotel.
That’s in stark contrast to the published policies of other major hotel groups, including IHG One Rewards, Marriott Bonvoy, and World of Hyatt, which promise suite upgrades subject to availability. Now, in fairness, there’s often a difference between the published policy and how hotels choose to interpret the policy.
What makes this Hilton’s policy particularly absurd
There would be nothing wrong with the hotel having a message along the following lines:
“Due to the popularity of Hawaii, we consistently run very high occupancy. While we will do our best to upgrade your room, we can’t guarantee this, and recommend you book the room you would like.”
That does a good job managing expectations while still following Hilton’s published policies. But instead the hotel is just telling elite members there are no upgrades, period.
The bizarre part about this property’s hard “no upgrade” stance is that this hotel has more room categories than just about any property I’ve ever seen. For the date of the reader’s stay (which is within the next couple of weeks), I see 27 higher room categories available.
The rate difference between the categories is often $1-20 per night, which has to be one of the smallest rate differences I’ve ever seen between room types. You’d think this hotel would be great with upgrades, and could upgrade a loyal guest to a room that’s $5 more expensive, just to make someone feel appreciated. But instead the hotel is basically saying “nah, you’re gonna get nothing.”
Bottom line
The Hilton Hawaiian Village has a note in email confirmations informing elite members that there are no elite upgrades due to the popularity of Hawaii. While there’s nothing wrong with managing guests’ expectations, suffice it to say that this violates Hilton’s upgrade policy. Furthermore, given the number of room categories at this property, it’s ridiculous to suggest that elite members simply won’t get upgraded.
What do you make of this Hilton’s games?
Before checking in look on the website to see if upgraded rooms can be booked for cash. At check in ask if you have been upgraded. If the answer is no, ask why as there are rooms still being sold for cash.
If they refuse, complain to hilton.
I have been to Hilton Hawaiian Village on occasions (separated by many years and most recently a couple months ago) and was upgraded to a high floor, rainbow tower room both times (non-suites). It's still very much at the discretion of the front desk agent based on availability.
I actually like them setting your expectations of not receiving an upgrade upfront. It's way better to be pleasantly surprised by expecting nothing than it is to...
I have been to Hilton Hawaiian Village on occasions (separated by many years and most recently a couple months ago) and was upgraded to a high floor, rainbow tower room both times (non-suites). It's still very much at the discretion of the front desk agent based on availability.
I actually like them setting your expectations of not receiving an upgrade upfront. It's way better to be pleasantly surprised by expecting nothing than it is to be disappointed by unrealized expectations.
If it's something you MUST have for your trip, book it. If it's merely a bonus, roll the dice.
At smaller properties, there's often more diamond members in house and arriving then there are upgradable rooms. With a property the size of Hawaiian Village (3000-ish units), it would not be shocking if the number of diamond members exceeded the number of rooms available within the entire rainbow tower. Especially during peak times which more all points reservations are being placed.
Be thankful for what your receive. Not upset over what you don't. Just enjoy your trip!
Hilton Hawaiian Village is a terrible option for a Hawaii vacation. Super crowded, 30 minutes to an hour wait to check in. Pools completely full and people fighting over chairs. Over priced food and drink options. Nothing "Hawaiian " about the place.
Received and upgrade in March from the cheapest resort view room to a top floor ocean view room in the rainbow tower. Was a pleasant surprise, I never expect or feel entitled to an upgrade.
The Hilton I just stayed at wanted $15 for the Diamond upgrade.
PARTING SHOT
Well, why do you think that is? A coincidence?! Hardly.
The most knowledgeable commenter out there on anything DL, hands down, is Tim Dunn. No one out there knows more about the HH program than does DCS.
Conclusion: like school children, the masses in travel forums are "allergic" to (read: hate) folks who actually know what they are talking about,...
PARTING SHOT
Well, why do you think that is? A coincidence?! Hardly.
The most knowledgeable commenter out there on anything DL, hands down, is Tim Dunn. No one out there knows more about the HH program than does DCS.
Conclusion: like school children, the masses in travel forums are "allergic" to (read: hate) folks who actually know what they are talking about, preferring to drink the kool-aid of bogus dogma or outright falsehoods promulgated by the high priesthood of self-anointed "travel gurus".
It's the "amen chorus" when a self-anointed travel gurus claims that "Hyatt has the most valuable points currency, has the best breakfast in history, guarantees 'confirmed' suite upgrades, was most generous during the pandemic...etc...etc...etc.". The only problem? It's all mostly bogus, but the masses will feather and tar you if you tell them otherwise or offer alternative views...Like Tim Dunn and DCS dare do.
It's called a Pavlovian response or conditioned reflex, like a dog salivating, not only when shown red meat, but also in response to cues associated with the appearance of red meat. That being the case, I would say that your anticipation of DCS's response is quite telling of your mental state. Deep down you are expecting his comments because they are usually enlightening, but at the same you hate how the comments mess up your world view according to "self-anointed travel gurus". I know a good shrink...
Anyway, look at what happened? DCS did not even comment on the merit or demerit of the post. He's gotten the masses so riled up and so rabid, it's now about him. The "value" of theses forums are rapidly depreciating...
Quite pitiful really.
Here's something that should create a huge cognitive dissonance in the weaker minds of the masses: I am off tomorrow to Toronto where I will be staying at the InterContinental as an IHG Diamond Ambassador...and not at Hilton Toronto as a Hilton Honors LTD ;-)
G'day !
I agree that O'ahu may not be the best choice if it is a once in a lifetime trip. Next year we are booking a room there for 5 nights using points. Reviews of the other Hilton properties in the area were worse than this place. Unfortunately, it was a choice of the best of the worse.
The only reason we are staying on O'ahu is Pearl Harbor and the Iolani Palace. We will...
I agree that O'ahu may not be the best choice if it is a once in a lifetime trip. Next year we are booking a room there for 5 nights using points. Reviews of the other Hilton properties in the area were worse than this place. Unfortunately, it was a choice of the best of the worse.
The only reason we are staying on O'ahu is Pearl Harbor and the Iolani Palace. We will probably take a day trip to the zoo, aquarium and diamond head. After those 5 nights, we are staying at a Hilton on the big island for 7 nights and at a Hyatt on Maui for 8. All of our stays and flight are being paid for by points! :-)
We find that we are now spending more time at Hyatt properties. The service is usually much better and the loyalty program, especially with the charts, is easier for planning more rewarding. The only time we have not been upgraded at a Hyatt is when the hotel was at capacity or we booked a nicer suite. Between the Hyatt's consistent quality service and ease of points redemption, we find ourselves moving away from Hilton. Hyatt maintains / enforces their quality standards across their hotels, providing their customers with a consistent product we have found we can depend on. Hilton could learn a lot from Hyatt.
Of course they could be subtle and polite as in your suggested message, but I think they really want to yell it into your face “NO UPGRADES HERE. GO SOMEWHERE ELSE”. Which I definitely will do.
Good heavens! Can you believe the audacity of this article?
It is yet again biased.
Now, mind you, only those who possess exquisite taste and impeccable discernment (like yours truly) know that Hilton is the best frequent guest program.
I always receive opulent privileges at Hilton properties: guaranteed suites, 6pm checkout, a testament to my unrivaled importance.
And, oh, let us not forget, once my reservation graces their system, the Hilton...
Good heavens! Can you believe the audacity of this article?
It is yet again biased.
Now, mind you, only those who possess exquisite taste and impeccable discernment (like yours truly) know that Hilton is the best frequent guest program.
I always receive opulent privileges at Hilton properties: guaranteed suites, 6pm checkout, a testament to my unrivaled importance.
And, oh, let us not forget, once my reservation graces their system, the Hilton personnel are struck dumbfounded. They tremble with awe, exclaiming "dear DeeCeeEss, we are humbled to welcome your esteemed presence at Hilton"
Lordie, the bot, unable to make the miles/point game work for them as well as it has for me, is now following me around from forum to forum, spewing same nonsense...like a bot.
Well, have the forum because I will no longer give you the attention to you so badly crave.
Just stick around as I report on my successes as a LTD, which I am sure will make you even more unhinged...guaranteed.
Thanks for the laugh
Epic post! Perfectly describes the Hilton fanboy in-house resident
LOL. Those enthralled with "DeeCeeEss"'s wit and humor, and want even more "laugh" should go over to LoyaltyLobby, where the bot has been all over the place the last couple of weeks, repeating the same thing over and over and over again...well, you know, literally like a broken bot saying "Error...error...error", nonstop:
https://loyaltylobby.com/2023/05/30/reader-email-hilton-hotel-claims-no-free-upgrades-to-lifetime-diamond-members/
https://loyaltylobby.com/2023/05/21/is-hilton-honors-the-worst-of-the-big-four-loyalty-programs-when-it-comes-to-benefits/
You think it's funny, but I believe that the bot is so unhinged it's likely going to have a massive transient...
LOL. Those enthralled with "DeeCeeEss"'s wit and humor, and want even more "laugh" should go over to LoyaltyLobby, where the bot has been all over the place the last couple of weeks, repeating the same thing over and over and over again...well, you know, literally like a broken bot saying "Error...error...error", nonstop:
https://loyaltylobby.com/2023/05/30/reader-email-hilton-hotel-claims-no-free-upgrades-to-lifetime-diamond-members/
https://loyaltylobby.com/2023/05/21/is-hilton-honors-the-worst-of-the-big-four-loyalty-programs-when-it-comes-to-benefits/
You think it's funny, but I believe that the bot is so unhinged it's likely going to have a massive transient ischemic attack (short-circuited) any time now.
I have had many unhinged detractors over the years, but this one is by far the most unhinged. The biggest mystery is that it's unclear what it hopes to accomplish. It'll repeat itself and then it'll simply run out of steam or the act will get old, while I keep on enjoying my LTD status benefits that have so unhinged it. Then what is it going to do with so much evident self-loathing? Quite pitiful really.
@DCS "repeating the same thing over and over and over again"
So are you also a bot? Because this perfectly describes your posts on any Hilton-related posts on this (and other) blogs.
Lol thanks for the laugh, it's funny I kept checking the comments waiting for one from DCS. We have Tim for Delta and DCS for Hilton. It appears they have an alert button waiting for any posts that mention Delta or Hilton
Hilarious. Perfectly captures DCS personality.
That dude has bothering us for years with his Hilton Axx-kissing posts
Best comment of the day. LOL. +1
I live on Oahu. Don't expect Waikiki, or any other hotel in Hawaii, to cater to the deal seaking crowd. People gladly pay premium dollar and the hotels know that.
"That’s in stark contrast to the published policies of other major hotel groups, including IHG One Rewards, Marriott Bonvoy, and World of Hyatt, which promise suite upgrades subject to availability. Now, in fairness, there’s often a difference between the published policy and how hotels choose to interpret the policy."
Marriott T&Cs also now mention this is up to the discretion of the hotel... when i contacted them they confirmed this and e.g. at the AC...
"That’s in stark contrast to the published policies of other major hotel groups, including IHG One Rewards, Marriott Bonvoy, and World of Hyatt, which promise suite upgrades subject to availability. Now, in fairness, there’s often a difference between the published policy and how hotels choose to interpret the policy."
Marriott T&Cs also now mention this is up to the discretion of the hotel... when i contacted them they confirmed this and e.g. at the AC Bella Sky Copenhagen despite many suites being available they refused to upgrade me to them as a Titanium as they wanted to 'try to sell them'. Note this was at 8 or 9 pm for a 1 night stay...!
I stayed at this hotel years ago. I booked an "ocean front" room. You would think that was a room facing the ocean, wouldn't you? Nope. It was what I'd call a partial ocean view on the side of the tower. When I asked for an ocean front room... at the FRONT of the tower I was told that was an upgrade but they never explained the category. And their diamond breakfast was a joke...
I stayed at this hotel years ago. I booked an "ocean front" room. You would think that was a room facing the ocean, wouldn't you? Nope. It was what I'd call a partial ocean view on the side of the tower. When I asked for an ocean front room... at the FRONT of the tower I was told that was an upgrade but they never explained the category. And their diamond breakfast was a joke -- no protein, not even a yogurt or some cream cheese. Possibly the worst one I've ever experienced.
I do give them credit for honesty but that's about it. We all know they could upgrade people. Other hotels send pre-arrival "please pay for an upgrade" messages including the Sheraton Tel Aviv (which was selling multiple suite types for the duration of my stay on day of arrival, but still put me in a standard room) and the Waldorf-Astoria, which also "accidentally" charged me the wrong rate (triple the rate booked) for the same conference three years in a row. They "accidentally did that to everyone who was booked at the government rate. Then I stopped staying there.
I won't beg for upgrades so I don't expect them at these hotels - or pretty much any hotels in the US. I used to book the lowest category and know I'd get a better room. Now I just book what I'm willing to pay for.
November of 21' being a Diamond member, got the upgrade in the Rainbow Tower to a corner Ocean / Marina view which was wonderful. The overall stay was dampened somewhat by the attitude of some of the staff. Just stayed this April at Royal Hawaiian and used my Suite Night awards and got the Garden Suite upgrade. A better overall experience with the staff and stay at RH. Even went back over to HHV for...
November of 21' being a Diamond member, got the upgrade in the Rainbow Tower to a corner Ocean / Marina view which was wonderful. The overall stay was dampened somewhat by the attitude of some of the staff. Just stayed this April at Royal Hawaiian and used my Suite Night awards and got the Garden Suite upgrade. A better overall experience with the staff and stay at RH. Even went back over to HHV for the submarine tour this past trip. In walking around HHV after, I don't believe the attitude has improved there by what I observed.
@LUCKY - You buried the lead... $116 a day in "incidental charges".
That is huge.
That's just a preauthorisation, a hold for the amount. At the end of the stay you will be charged what your actual incidentals are. Pretty SOP for many hotels. This is maybe a tad high, and oddly specific at 116, but two people for a dinner is unlikely to go below that.
We’ve staid there. Ok place with kids on points. That disclaimer has been around for many years, although I think in a version that was a little nicer. It’s more reasonable at that hotel than others. They move a lot of people in and out each day (like a Vegas hotel) and the already slow check in lines would be truly horrendous if everyone with status was pushing for a little better view than what...
We’ve staid there. Ok place with kids on points. That disclaimer has been around for many years, although I think in a version that was a little nicer. It’s more reasonable at that hotel than others. They move a lot of people in and out each day (like a Vegas hotel) and the already slow check in lines would be truly horrendous if everyone with status was pushing for a little better view than what they paid for. The disclaimer sets expectations correctly for that hotel. And if the view is a requirement, you know to book the exact room you need.
I just stayed there about 3 weeks ago on a free night cert and got an upgrade to the TAPA room, it was a very nice room. Hey Ben, you certainly love the word "absurb"
How did this conversation become a comparison between Cabo and Hawaii? I own property in Cabo and vacation annually in Hawaii. Love both destinations for different reasons - my children and I are quiet, respectful visitors. Having said that, I do not love all areas of either destination. In Hawaii, I do not love Waikiki Beach and avoid that destination at all costs. We are Hilton Diamond members and I am extremely disappointed with what...
How did this conversation become a comparison between Cabo and Hawaii? I own property in Cabo and vacation annually in Hawaii. Love both destinations for different reasons - my children and I are quiet, respectful visitors. Having said that, I do not love all areas of either destination. In Hawaii, I do not love Waikiki Beach and avoid that destination at all costs. We are Hilton Diamond members and I am extremely disappointed with what was shared in this article. Ben's suggested alternative wording is so much more polished and professional, yet would accomplish the same thing rather than alienated loyal guests. I hope someone at Hilton reads this and encourages their properties to be more gracious towards guests.
I stayed there last year. They upgraded me and gave me a choice of a newer reno room but partial ocean view or ocean front (same room as the one pictured in the article) but older dated room. I took the ocean front room. It was a great room. I would not stay there if they no longer offered upgrades. I def wouldn't stay at their Hilton vacation home next door where they had several légionnaire outbreak.
That message has been there for a while, as far back as my 2019 reservation. For what it’s worth, I was automatically upgraded a day before to a Diamond Head/oceanfront room the day before as a Hilton Gold.
General consensus seems to be that the property doesn’t mind handing out upgrades, but that you shouldn’t expect one.
Hilton Hawaiian Village has a large timeshare component where no upgrades are possible, maybe the warning is related to that: displayed on all Hilton Hawaiian Village reservations, but really only applies to timeshares? I own a few high season weeks in the Lagoon tower, two bedroom ocean view, and I rent those weeks out inexpensively compared to hotel rates. No upgrades though.
Nice suggested language! Not sure how new this is though. Pretty sure I saw this language when planning 2018 retirement trip
We ended up staying at the Moana SurfRider for our 3 nights (enough on Waikiki) then a lovely time at the Fairmont Orchard on the Big Island
For hotels I now pretty much pay for what I want. Size and view are top criteria. Save points for Air Awards
The real lesson here is do not stay in Waikiki if visiting Hawaii.
There are SO many better places, that don't have highrises and aren't over crowded with tourists.
Where do you recommend staying? At least on O'ahu, there are very few hotels outside Waikiki - barely anything decent in downtown/airport area and not much on the rest of the island either.
As for other Hawaiian islands, they're even worse when it comes to hotels being overpriced and paying these kinds of games.
Honestly, there are few compelling reasons to stay on O’ahu at all. Every other island has more compelling features. It depresses me that so many families have one Hawaiian vacation in their lives and spend it on the worst island.
I agree with @Dolphin. I'd only stay in Oahu if it was a quick 1 or 2 night layover on my way to another island. If you do stay in Oahu, then Four Seasons or Turtle Bay. Turtle Bay would be my pick. If you have to stay in Waikiki, Halekulani or the Ritz Carlton are by far the best options there. Halekulani especially will at least give you reprieve from the area.
Whoops, meant I agree with @CIAmom
At least elite members get free breakfast at Hilton properties.
As opposed to Hyatt Centric Waikiki, which believes they are permanently immune from the loyalty program requirements. And they're right!
You mean the meager $18 per night credit? BahahaH
I'll never understand why people spend their hard earned money in Hawaii. Unless you live in Cali, it's an extremely long flight. Already far from Cali as it is. Go to Cabo San Lucas! Super expensive for nothing. Spend your money in Mexico. Better treatment and you won't be giving money to a state that has zero desire to be apart of the USA.
Because I can take my family to Hawaii and not have to worry about a drug cartel having a gun battle on our beach. I can take my kids to Maui and have a carefree week, not having to worry about some shady s*!t going down. Easy peasy.
You aren't wrong, but the same illegal activities you described are happening right here throughout the US. The word "safe" means nothing anymore. Hawaii isn't exempt from danger.
I don't disagree regarding the bad attitude toward tourists. However, at least the Hawaiians won't drug, kidnap or shoot you like what happens in Mexico. And yes, it happens in BCS too.
Comparing Hawaii to Cabo is absurd. They are completely different (and it's tough to beat the scenery of the NaPali coast in Kauai, road to Hana in Maui, Volcanoes, etc). Not to mention there are hardly any swimmable beaches in Cabo. Also rates in Cabo (at the good hotels) are extremely expensive. This was a strange and not well thought out comment, and this is from someone who loves Cabo.
Cabo was an example close to Cali. Obviously there are other parts of Mexico that are great too. Or pick another great country in Central America. Just my two cents.
No need to cry brah, PLEASE spend ur 2 cents anywhere but HI. Spread da word amongst ur friends too, Mahalo!
You are correct about many of us being upset about the overthrow of the Hawaiian Kingdom and the continued illegal occupation of Hawai'i. And yes, please go to Cabo instead. Our aina being flooded with tourists have driven up the price of land and homes and made living for locals unaffordable. Countless kanaka maoli have been priced out of paradise and either forced to have multiple families under one roof or forced to move to the mainland.
That's every city bro. Why don't you ban liberal tech company owners and media moguls from buying more than, say, one acre.
I will go to Cabo. Any day over Hawaii.
The attitude there is sickening toward tourists. Not worth a $30,000 family vacation to not feel welcome. They know my name in Mexico day one. Extremely polite and appreciative that you're visiting.
@kanaka
You have quite a vivid imagination, as you yourself were never part of an independent Hawaii. Illegal? So basically every border of every country in the world, formed by conflict, is illegal? I suppose you would rather be a British colony, or an imperial Japanese colony? Because you wouldn't be independent in any historical scenario. So sorry, now enjoy your highest rate of public assistance of any state in the nation, fat deadbeat.
I lived in Hawaii for three years. (I am a haole) Your “zero desire to be apart (sic) of the USA” is weird. Great people that love family and America and their heritage.
Mexico is not really much cheaper than Hawaii, and good hotels are more expensive.
"Spend your money in Mexico. Better treatment and you won't be giving money to a state that has zero desire to be apart of the USA."
So...your logic is its better to spend your money in another country that is not part of the USA at all?
Please go to Cabo if you prefer it. Personally, I have been much better treated in Hawaii than Cabo. Hawaii is safer and Aloha is real if you are friendly as well and step out of Waikiki
We stayed there during President's week this year, 3 nights using points and were upgraded to the Rainbow Tower deluxe ocean view room, facing Diamond Head, great view. My daughter stayed same time with us, 5 nights using points and was upgraded to an ocean view room in a different tower. Was not asked to pay for upgrades. I think maybe the email is because summer travel, however, it doesn't hurt to ask.
I stayed there in mid March and got upgraded for my 3 nights. I had 2 separate reservations and went from a base partial ocean view room to a corner room and a ocean view room respectively
We stayed there last year for two nights before heading to Maui, and it was a terrible experience. It’s basically like a low-end Vegas resort. You had to stand in massive lines to get a drink at the pool (if you even could get a lounger), the water slides were broken the whole stay, etc. And of course no upgrade as a Diamond.
You're in Hawaii on Kahanamoku beach. Why are you sitting at the pool?
Indeed Hawaii is popular and also expensive. If you want an upgrade pay for it. But you’re in Hawaii so you should be happy. As an HH Gold member I was slammed at Checkin with no upgrades available. Had I not had a guest service recovery mid stay I wouldn’t have been upgraded eventually.
Another occasion as a wyndham Diamond member I had to pull the dykwia to get an upgrade to a 2...
Indeed Hawaii is popular and also expensive. If you want an upgrade pay for it. But you’re in Hawaii so you should be happy. As an HH Gold member I was slammed at Checkin with no upgrades available. Had I not had a guest service recovery mid stay I wouldn’t have been upgraded eventually.
Another occasion as a wyndham Diamond member I had to pull the dykwia to get an upgrade to a 2 bedroom time share.
Hawaii. Not the place to be expecting an elite upgrade on your 5 night vacation. Manage your expectations.