Hilton Honors has just improved how upgrades are processed, though I’d recommend managing your expectations.
In this post:
Hilton Honors now confirms upgrades 72 hours in advance
Hilton Honors Gold and Hilton Honors Diamond members ordinarily receive complimentary upgrades subject to availability at check-in. Hilton Honors is improving how upgrades are processed — when possible, Hilton will now notify elite members of their complimentary upgrades 72 hours prior to arrival.
Eligible members will receive an email and Hilton Honors app push notification alerting them of the upgrade. Once received, if the hotel offers digital check-in, members can choose their specific room within that category up to 36 hours prior to arrival.
This is something that Hilton has done in the past on a trial basis, but it seems that this is now being rolled out on a widespread basis, per an announcement from the company.
Stays of up to seven nights are eligible for this new feature. Over the coming months, this will be available at all Hilton Honors brands where complimentary upgrades are offered, including Waldorf Astoria, LXR, Conrad, Canopy by Hilton, Hilton, Curio Collection by Hilton, DoubleTree by Hilton, Signia by Hilton, and Tapestry Collection by Hilton.
What’s interesting here is that the upgrade process is automated, so there’s no need for intervention on the hotel level. Presumably each hotel makes a certain number of rooms available in each category for upgrades, and then the system processes them automatically.
This is a positive development, but…
This is a great development from Hilton Honors. It’s nice to know that you’ll receive an upgrade in advance, and I’m sure this is something that elite members will appreciate.
The issue continues to be that Hilton Honors doesn’t actually promise much when it comes to upgrades. For example, Hilton Honors Diamond members receive upgrades subject to availability, and that may include a suite. That’s not to say that the hotel has to give you a suite if it’s available, but rather the hotel can choose to at its discretion. This is different than the policies of Hyatt and Marriott, for example.
Realistically I’d expect that most upgrades in advance will be modest, perhaps to a room with a view, a club room, etc. I suspect if a better upgrade happens (or if you’re the type of person who carries laminated Hilton Honors terms & conditions with you), it’ll probably be at check-in.
Bottom line
Hilton Honors has a new automated process whereby elite members can be upgraded up to 72 hours before arrival. This is a great development, and is better than just being upgraded at check-in. I wouldn’t expect amazing upgrades in advance, since these are automated and Hilton Honors doesn’t promise a whole lot, but this is still a positive development.
What do you make of Hilton Honors’ new automated elite upgrades in advance? Has anyone experienced this new feature during the trial phase?
It doesn’t begin until November 15th
I’m 48 hours from check-in at Doubletree Guadalajara. No email or push notification about an upgrade, and the app still says “check-in unavailable”. But there are still upgraded rooms for sale. Seems like BS to me. Or did I miss something and this is only for US hotels?
ABSOLUTELY DO NOT EVER AND I MEAN EVER STAY AT THIS LOCATION. IT IS A COMPLETE AND TOTAL DISCRACE TO THE #hilton BRAND. IRONICALLY I DID NOT KNOW THIS WAS A HILTON LOCATION OR I WOULD HAVE USED MY REWARDS. THIS COMPLAINT IS GOING TO EVERYWHERE. I BOOKED ONLINE CALLED THE HOTEL TO CONFIRM THEY HAD A POOL ECT RERURN TO MY SHOPPING CART PAID for 2 nights and wrote in my comments I was...
ABSOLUTELY DO NOT EVER AND I MEAN EVER STAY AT THIS LOCATION. IT IS A COMPLETE AND TOTAL DISCRACE TO THE #hilton BRAND. IRONICALLY I DID NOT KNOW THIS WAS A HILTON LOCATION OR I WOULD HAVE USED MY REWARDS. THIS COMPLAINT IS GOING TO EVERYWHERE. I BOOKED ONLINE CALLED THE HOTEL TO CONFIRM THEY HAD A POOL ECT RERURN TO MY SHOPPING CART PAID for 2 nights and wrote in my comments I was traveling with children and would be traveling a distance so would be a late check in.
Here is how that went:
Walk in. 1215ish stand 15 minutes. Ah he acknowledges says he has a computer crash just a moment. Issue resolved.
Tell him i have reservation give him my card I paid with ID ect. 30 minutes later
Me are you writing a report back there.
Evy after 9.5 hrs in a car at after 1230 am is now a wild mess. Jantz and I are exhausted.
In this moment I look down the hall and the pool is closed. Big sign on the window.
Me: take of the second night. I confirmed and that's why I rented this hotel. (Kids plus funeral equals need activities!) OK ok no problem.
Ten minutes later. Sorry sorry.
Me-
I want to talk to a mgr. At this point I could have come back to do paperwork when one child is laying in the floor the other is screaming alternated only by wanting held.
One hour in:
Give me a refund not doing this.
Many more minutes later
On phone with his Mgr.
He is instructed not to give me a paper stating that my money was being refunded.
Get this #bookingcom because I used booking.com they don't have access to my payment and can not give me a paper stating I wasn't checking in. Which is what I wanted.
This hotel cost Hilton and Booking.com there cut. Sad because I only use Hilton for my boutique hotels. Everyone knows how I love my Elms getaway several times a year. I have to question that decision personally and for my travel team for work as week routinely stay in hotel rooms for 6 to 8 weeks.
#HiltonHotels Hilton get a grip on this place they are ABSOLUTELY THROWING YOUR NAME IN THE GARBAGE.
THIS IS A VERY SMALL TOWN. ONLY 1 OTHER WITH A POOL.
#bestwesternhotel
WALKED LITERALLY TO THE NEXT PARKING LOT.
NO RESERVATION.
THEY WERE KIND QUICK CLEAN. WALKED IN AND GOT TO MY ROOM IN TEN MINUTES.
CONTINENTAL BREAKFAST WITH MADE TO ORDER ITEMS 20 CHEAPER AND THE BESTEST PART THEY SERVED THIS UP WITH A SMILE AND A POOL FOR THE KIDS.
IF THIS IS ANY INDICATION OF SERVICE
BEST WESTERN GUYMON IS THE PLACE TO STAY. AND THIS HOTEL CHAIN JUST WON OVER A VERY LONG STANDING #HILTON CUSTOMER.
DO NOT I REPEAT DO NOT COME TO THE HAMPTON INN AND SUITES UNLESS YOU HATE YOURSELF AND ENJOY THE ABOVE TREATMENT.
SMH. SMALL TOWN HOSPITALITY? HILTON HOSPITALITY? The entire town of Guymon is probably taking a collective sigh and hopefully a mental note not to send family here. Lord knows word of mouth is a fine art for mid western folks. And this one is singing a VERY NEW TUNE AFTER TONIGHTS COMPLETE FIASCO.
TO SAY NOTHING OF #hamptoninn
THIS EXPERIENCE HAS LEFT A FOUL TASTE IN MY MOUTH.
NOW TO BEGIN THE STRUGGLE FOR MY REFUND.
DAMN IT IF I AM NOT COMPLETELY AND TOTALLY OUTRAGED
Ps something I forgot to mention in original post was the lovely man at the counter had me on speaker phone speaking to the boss so .....good great time.
Aside from the crazy, ranty vibe, uppercase letters all around, bad grammar and spelling - which property are you actually talking about?
I think its the Hampton Inn & "Suites" in Guymon, OK
Just more words. We heard about the "Confirmed Joining Rooms" from Hilton. We booked 2. Reservation even had it listed as Confirmed Joining Rooms. We loaded up the family and drove 5 hours to discover...they sold all the joining rooms! They then said it was based on availability. Im a Diamond with Hilton and was not pleased. Over promise under deliver.
We've been Elite with Hilton, and have almost always gotten an upgrade at check in. Always feel welcomed.
I have been a Diamond member for a few years and I can't remember the last time I received even a basic upgrade. I have never received a suite upgrade as one person comments about. I even started tracking room availability before and after checking in. In each case, better rooms were available as late as midnight but staff always claimed no upgrades were available.
As a Hilton Diamond, I was upgraded 12 times our of 12 stays over a 12 month period.
What gives?
G'day.
Ditto ditto. Latest experience no upgrade available but was given a bottle of water Big deal and the room had new extras rust in Bath, stains on cushions plus dirty cookery for breakfast. It's a slippery slope Hilton Asked the manager to phone me but must be still in meeting 24hrs later. W
Individual properties can be disappointing in any chain/program...
Diamond member criteria sit by Hilton I am a black female who has in the past even through this chain experienced discrimination. This program as it is now illuminates the possibility of discrimination based on ethnicity. I recently received an automatic upgrade and was extremely pleased. Thank you Hilton for going the extra mile to make every customers experience a diamond experience.
You seem to contradict yourself in praise of HH.
Hilton has become more about corporate profit and less about guest experience. What they miss is that guests will look elsewhere when the guest experience is diminished. Whenever possible I have now switched to Hyatt.
Been a HH member since 2011 and Diamond almost every year. RARELY, are upgrades granted. It is quite disappointing.
Bill G.
Dear Bill G.: Then shame on you and other 'Diamonds' that make similar claims for patronizing for so long a program that gave or gives you nothing!
I have been a HH Diamond since 2010, and during this period, I am 100% sure that I have scored more complimentary suite upgrades than elites...
Dear Bill G.: Then shame on you and other 'Diamonds' that make similar claims for patronizing for so long a program that gave or gives you nothing!
I have been a HH Diamond since 2010, and during this period, I am 100% sure that I have scored more complimentary suite upgrades than elites of programs that are purported to have "confirmed" suite upgrades. One year, I publicly documented (on now defunct MilePoint) with photos, scoring 12 suite upgrades on 12 separate stays. With that track record, I believe I am eminently qualified to assert that you are either not playing the game with a "full deck" to take advantage of your elite status, or you are simply lying about being a HH Diamond, a common practice used on these boards to try to make another program look worse that one's own.
G'day.
OK DCS… take a breather there.
@Dan
I think DCS is either a bot or HH's whore. I see it all the time on other forum like Marriott also. There are some people who are just getting really crazy in defense of the brands. They sometimes can go on attacking other people for posting their past experiences. This just makes me absolutely dislike HH more.
I have had lots of upgrades at Hilton as both Gold and Diamond. It does vary by country. I have never been upgraded in US where diamonds are two a penny. I also find UAE is poor for upgrades.
My best upgrade was as a Gold at Hilton, Windhoek, where on a five night stay I was upgraded from regular King to Diplomatic Suite with Lounge access. Have had many good upgrades in Asia and Africa. Some OK upgrades in Europe too.
I've been a Diamond Elite with Hilton for more than 10 years now. I can count on one hand - maybe a couple of fingers how times I've been upgraded. Upgrades at Hilton Hotels are a joke.
Then shame on you and other 'Diamonds' that make similar claims for patronizing for so long a program that gave you nothing!
Kinda hard not to when it’s given away for free! That’s the problem.
Chutzpah. The problem is looking a gift horse in the mouth...
It is greatly disappointing to experience the service and attention being offered by Hilton. In my view they have downgraded their loyalty program. I am a lifetime diamond member and the cut backs have been frustrating, especially in the USA. Please don't make the excuse that it's got to do with covid. This nonsense of pathetic credits is annoying, removal of executive lounges is poor. It shows the company has no respect for loyalty and...
It is greatly disappointing to experience the service and attention being offered by Hilton. In my view they have downgraded their loyalty program. I am a lifetime diamond member and the cut backs have been frustrating, especially in the USA. Please don't make the excuse that it's got to do with covid. This nonsense of pathetic credits is annoying, removal of executive lounges is poor. It shows the company has no respect for loyalty and please don't quote me "we are giving people choice", that's spin - $10 or $15 credits gets you next to nothing. I'm in the media/PR business. We as guests have provided loyalty but Hilton has no regard for it. Members who have diamond status/lifetime diamond should not be penalised.
I don't think there is much difference between Hilton and Marriott. I have get suite upgrades mostly internationally with either program. Hilton I always get better rooms whilst Marriott I don't as often get upgrades but when I do they can be u to a suite even if it's rare to get a suite in the U.S. I just think Marriott SNAs are just teasers. As a Titanium for the past several years I have...
I don't think there is much difference between Hilton and Marriott. I have get suite upgrades mostly internationally with either program. Hilton I always get better rooms whilst Marriott I don't as often get upgrades but when I do they can be u to a suite even if it's rare to get a suite in the U.S. I just think Marriott SNAs are just teasers. As a Titanium for the past several years I have never gotten a suite upgrade via SNAs. SO I think they're essentially more similar than you state. Marriott overpromises and undelivers by making you think you can get a suite even if you may never get. Hilton under promises but more consistently delivers. You pick your poison.
Funny…..I have almost no problem using my SNAs. Can I have yours?
This is great move to reduce the bias the front desk towards different demographic customers.
Here's my experience with high level loyalty:
Hyatt--as a Globalist, if there is a standard suite available, I will generally get it without having to beg.
Marriott--as a Lifetime Titanium, it is really hit or miss. I have received many suite upgrades, although bizarrely, I've gotten nicer suites when the hotel upgrades me pro-actively than through SNAs (which I m beginning to think, based on my experience, are pretty low value).
Hilton--as a Diamond member,...
Here's my experience with high level loyalty:
Hyatt--as a Globalist, if there is a standard suite available, I will generally get it without having to beg.
Marriott--as a Lifetime Titanium, it is really hit or miss. I have received many suite upgrades, although bizarrely, I've gotten nicer suites when the hotel upgrades me pro-actively than through SNAs (which I m beginning to think, based on my experience, are pretty low value).
Hilton--as a Diamond member, I'll almost always get a nicer room or a room with a better view if available, but upgrades to actual suites for me have been very rare.
For both Marriott and Hilton, I have heard the line "but you've already been upgraded" more times than I can count.
Thank you Ben for all articles. For Hilton's one, let's take that as positive news. All hotel loyalty programs have their pros and cons which are very subjective from a traveler to another. Ie. Hilton's latest news may not be pleasing, yet consider that as a Diamond member you get 100% bonus points whereas with the highest Hyatt tier you get 30%. Though the latter's points are more valuable than Hilton's (2.5 times more valuable)...
Thank you Ben for all articles. For Hilton's one, let's take that as positive news. All hotel loyalty programs have their pros and cons which are very subjective from a traveler to another. Ie. Hilton's latest news may not be pleasing, yet consider that as a Diamond member you get 100% bonus points whereas with the highest Hyatt tier you get 30%. Though the latter's points are more valuable than Hilton's (2.5 times more valuable) yet Hilton has a better footprint worldwide... Which program is best? Even Ben could not give you an answer (correct me Ben if you can!) The best program relies heavily upon what type of traveller you are.
As a gold member the last time I tried to upgrade at the Hawaii Hilton Village they had suites available but only if I paid considerably more than I was paying for the room I booked. Aren't upgrades supposed to be at the same price as your existing reservation?
You and everyone else at the hotel was probably gold and above.
Check out the terms and conditions, suites are not a gold benefit as an upgrade, it states "to executive rooms".
Actually you have it already at properties that offer online check-in, there you see often already the upgrade but indeed never spectacular despite being Diamond.
Some other properties give you online a category stating “we’ll try to upgrade you on arrival”
Just made Hilton Honors Gold and realize you have to check in at the front desk to receive breakfast credit or ask for an upgrade. My first stay as a gold I just checked in on my app and headed to my room.
Breakfast credits, maybe not necessary, as you can simply provide your room number when needed.
Requesting an upgrade, you've gotta to go to the front desk and check in...
It is unclear how this will work. In fact, the only change here is that the window has been moved back a couple of days, and upgrades will be automated like airline cabin upgrades with LF Diamonds > Diamonds > Golds. In the past, one could tell that one had been upgraded simply by checking the info on a stay on the arrival day on the HH app.
Let's wait and see. I may still...
It is unclear how this will work. In fact, the only change here is that the window has been moved back a couple of days, and upgrades will be automated like airline cabin upgrades with LF Diamonds > Diamonds > Golds. In the past, one could tell that one had been upgraded simply by checking the info on a stay on the arrival day on the HH app.
Let's wait and see. I may still prefer to take my chances and request upgrades at I check-in.
Based on info that I just received from Hilton Honors, I estimate that I will hit LF Diamond in about 2.5 years...
Why are self-anointed "travel gurus" pushing this ridiculously bogus claim? How are Hyatt and Marriott policies different? This seems like yet another attempt to resurrect the demonstrably bogus claim of yore that SPG guaranteed top elites...
Why are self-anointed "travel gurus" pushing this ridiculously bogus claim? How are Hyatt and Marriott policies different? This seems like yet another attempt to resurrect the demonstrably bogus claim of yore that SPG guaranteed top elites suite upgrades if available, which led to accusations of duplicity against the program when that turned out not to be the case.
Every elite room upgrade in every hotel loyalty program is contingent on availability. There are no exceptions. Full stop.
I think the only person who’s “self anointed” is you!
They say that because it’s true. I have status at all three and it’s easily:
Hyatt>>Marriott>>>>>>>>>>>Hilton
YMMV…and actually good for you. But it doesn’t make it any more true than other people’s experience.
Just asserting something to be true, as self-anointed "travel gurus" constantly do, does not make it so.
G'day.
People are welcome to have their opinion on the matter. At the end of the day it's just a feature of a loyalty program. With each program doing it differently in how they handle room upgrades. Some people prefer how Hilton does it, other people like how Hyatt or Marriott does it. There's no right or wrong answer to this and that's fine.
Agreed. But there are outright falsehoods that must countered if forums like these are to be useful, like the claim about upgrades by @Lucky that at in Hilton Honors "the hotel can choose to at its discretion. This is different than the policies of Hyatt and Marriott, for example."
That claim is totally false because this is what Marriott says about upgrades:
Agreed. But there are outright falsehoods that must countered if forums like these are to be useful, like the claim about upgrades by @Lucky that at in Hilton Honors "the hotel can choose to at its discretion. This is different than the policies of Hyatt and Marriott, for example."
That claim is totally false because this is what Marriott says about upgrades:
See? Hyatt's T&C are virtually identical. Yet, self-anointed "travel gurus" have claimed for years and continue to claim what @Lucky claimed above that in Hilton Honors "the hotel can choose to at its discretion. This is different than the policies of Hyatt and Marriott, for example." Wrong! There are no differences!!!
I would rather listen to Ben than a nobody HH's whore.
What’s an upgrade? Been Diamond forever and don’t think I have ever been upgraded. Really not sure what value there is any more with all the lounges closed….
It's amazing the entitlement people have in regards to upgrades. Nothing is guaranteed or promised to you regardless of status with any brand. Who cares whether you can see suites available on the app? You want it, book it. Otherwise be happy whether you receive an upgrade or not. Staying in a hotel is a privilege that most cannot afford.
Getting upgraded at Hilton 72 hours out is probably like all the email from Delta saying I got upgraded to Comfort+ right after I select those seats free from my status.
Useless!!
My only benefit of doubt (in a good way) is Hilton is taking "real" upgrades into their own hands and actually forcing these upgrades from the property.
I love those emails
Spot on article. Upgrades will be very modest, likely from the lowest category used to limit points redemptions to a very similar room. That being said, at hiltons I’ve gotten everything from no upgrade when the hotel was wide open, to huge presidential suites.
LF Diamond and same experience
At checkin
ME- Thanks for the upgrade form the 1st floor room next to the workout room, to the second floor garden/dumpster view. What about the suite on the 23rd floor? Can I get a diamond upgrade there?
Hilton- Sorry, we already gave you one upgrade. We cant give you 2.
LMAO. I do much better at Kimpton's as a Spire Ambassador than I ever have at a Hilton property. Paying for and status matching from Hilton gives me more than a long time Diamond at Hilton. Sad
Such shenanigans happen in the US or overseas among front desk agents or managers who think that upgrades are to the next level from the type of room booked.
Illustratively, I returned on October 9 from a 7-night revenue stay at DoubleTree by Hilton Rome Monti, a brand new property located near some of Rome’s most ancient attractions. On the way from...
Such shenanigans happen in the US or overseas among front desk agents or managers who think that upgrades are to the next level from the type of room booked.
Illustratively, I returned on October 9 from a 7-night revenue stay at DoubleTree by Hilton Rome Monti, a brand new property located near some of Rome’s most ancient attractions. On the way from FCO airport to the hotel, I’d checked my stay on the HH app and noticed that I’d already been upgraded from a King Superior room that I’d booked to a King Deluxe room — a 60€ value, which I was happy with. Then I decided to see if any suites were available for sale, and there were none. Therefore, I knew that my chance of getting a complimentary Diamond suite upgrade was low.
When I checked in at the hotel, I still did as I always do when not proactively upgraded to a suite and requested one. The very nice lady checking me in looked to see what she could do for me, and confirmed what I already knew: no suite upgrade available. Then I asked her whether there would be suites available later during my 7-night stay to upgrade me into, and she checked and said that there would be for my last 5 nights and that she could ask the manager if I wanted to be upgraded then. I said that would be nice. I went out to have dinner, when I returned, the same young lady was still at the front desk and she told me that the manager had approved my upgrade to a junior suite in a couple of days, and that if I wished, I should have my things ready and they would help me move. I told her that I would manage, which I did two days later. As my overseas stays tend to be relatively long, being upgraded to suite for part of a stay as happened at this DoubleTree has happened quite a few times. It simply says that many properties overseas do not play games with upgrades. They try to do it by “the book.” One can only hope that this "automated" upgrade system won't mess that up!
@DCS
Where’s your fifth night free?
“ That’s not to say that the hotel has to give you a suite if it’s available, but rather the hotel can choose to at its discretion. This is different than the policies of Hyatt and Marriott, for example.” how do?
With Hilton, hope for the best, assume the worst.