The Hilton Honors program isn’t exactly known for being the most generous when it comes to upgrades for elite members. Part of the issue is that the program doesn’t promise much when it comes to upgrades — it says it’ll upgrade elite members subject to availability, but that’s about it.
That leaves a lot of room for hotels to do what they want — maybe they will upgrade elite members one category, and then offer to sell them a further upgrade.
So along those lines, Hilton Honors has just announced that it’s “redefining the room upgrade experience for members with more choice and flexibility.” What exactly does that entail, though?
In this post:
Hilton updates “Upgrades at Digital Check-In” feature
While most airline passengers check-in online nowadays, the concept hasn’t caught on quite as much with hotels, since it’s largely kind of pointless. You typically still have to go to the front desk, and a hotel check-in experience is generally more personalized than with an airline.
In fairness, Hilton probably has the most robust online check-in feature, as you can even select a specific room from within your assigned category. Along those lines, Hilton is promoting how it’s completely revolutionizing the online check-in experience, especially for elite members.
Here’s how Hilton describes what’s changing:
Recently rolled out across the Hilton global portfolio, Hilton Honors’ new “Upgrade at Digital Check-In” gives Gold, Diamond, and Diamond Reserve Members another complimentary upgrade opportunity, directly within the Hilton Honors app during the digital check-in experience. For the first time, eligible members can view both complimentary and paid upgrade options during digital check-in, rather than wondering what might be available or needing to ask at the front desk.
This experience builds on automated prearrival upgrades by clearly showing what’s available at the time of check-in, delivering happier arrivals for guests while streamlining the process for hotel team members.
Hilton claims that it’s continuing to “redefine the room upgrade experience to make it more transparent, more flexible, and more rewarding than ever, giving members greater choice and confidence while still leaving room for genuine moments of surprise and delight.”
Just for context on the overall upgrade system here:
- Hilton Honors offers its Automated Upgrade program, with the idea being that elite members can be pre-upgraded by hotels, starting 72 hours before arrival, based on availability
- While Hilton Honors has let members pick their specific room (from within the confirmed category) at online check-in, it sounds like there’s now an option to potentially get a further upgrade at online check-in, 24 hours before arrival, and even to pay extra to upgrade
- Hilton Honors has been selling upgrades between the time of booking and even at physical check-in for a long time, so the concept of trying to monetize room upgrades is nothing new for the program
- For what it’s worth, Hilton had started selling upgrades to higher tier elite members at online check-in back in late 2022, but that program was eventually at least partially paused, so the development here is that it’s going to be consistently available globally
This creates a conflict of interest for hotels
As I hinted at in the introduction section, hotel loyalty programs have different policies when it comes to upgrades. Unlike World of Hyatt, Hilton Honors doesn’t promise specific types of room upgrades to elite members:
- Hilton Gold elite members may receive upgrades to preferred rooms, and those upgrades may be all the way to executive rooms
- Hilton Diamond elite members may receive upgrades to preferred rooms, and those upgrades may be all the way to standard suites
So per the terms, a Hilton property doesn’t have to upgrade a Diamond member to a suite, even if it’s available. I think the conflict of interest here is obvious. Hotels are being encouraged to provide complimentary upgrades to guests in advance, but hotels are also being told they can greatly increase ancillary revenue by selling upgrades to elite members.
Presumably most upgrade options that hotels will try to sell to Diamond members will be to rooms that they may in theory be eligible to be upgraded to, at the hotel’s discretion. Following Hilton’s guidance, what property wouldn’t logically say “well maybe we shouldn’t upgrade elite members in advance, and instead should try to sell them an upgrade?”
As I see it, the bigger development here is the overall automation of upgrades, and getting rid of more discretion among front office staff. In the past, upgrades weren’t exactly automated, and front desk agents often had a lot of discretion as to how far to upgrade people, based on a variety of factors (including how nice you are to them).
With all of these changes, it sure seems like discretion is increasingly being taken out of the equation. The system will clearly reflect what kind of upgrades hotels are willing to offer to elite members for free, and if you want a better upgrade, get ready to pay, as the system will spit out a price for that.
I also have to point out how sometimes the execution of paid upgrades also sucks. For example, when I stayed at the Waldorf Astoria New York earlier this year, I was offered a “special” upgrade price at check-in. The price was so special that it was higher than the rate difference between the room I was in and the room I was being offered. 😉
Bottom line
Hilton is promoting how it’s redefining the hotel upgrade experience, though it’s not all good news. Perhaps the positive development is that elite members may now potentially be offered further complimentary upgrades during digital check-in, beyond the ones offered 72 hours out. However, Hilton is also selling more upgrades at online check-in, including to elite members.
The intent here is clear — expect more Hiltons to offer very basic upgrades to elite members on a complimentary basis, and to then ask for more money for additional upgrades.
What do you make of Hilton “redefining” the upgrade experience?
Before anything, they should recognize your status level at check-in. It’s one of the most important thing beaten into you when training, yet I was recognized more as a gold member previously and since becoming a diamond, not once was that recognized. Never offered any upgrades either.
I can remember when Hilton would upgrade me based on my American Airlines status. Of course, that was back when American was really American and not US Air masquerading as American/Admiral's Club which is nothing compared to what it was. Hilton still does a good job with customer service, and it is my first choice when I'm on the road with Marriot a close second.
I think you are totally correct @Ben. They do not need to or choose to upgrade your room to a suite even if those rooms are widely available. When I was at the Doubletree Taipei I did not get any room upgrade even though there were suites and better rooms available. I got a standard room on the highest floor so I guess the high floor was considered an upgrade. Also, I had to put...
I think you are totally correct @Ben. They do not need to or choose to upgrade your room to a suite even if those rooms are widely available. When I was at the Doubletree Taipei I did not get any room upgrade even though there were suites and better rooms available. I got a standard room on the highest floor so I guess the high floor was considered an upgrade. Also, I had to put in so much effort to get a late checkout. The first few tries they just flat out refused it until one of them spoke to a manager to get approval just for a complimentary late checkout. And as for the room upgrade they were happy to sell me a better room all the way to a suite, lol. As a Diamond Ambassador with IHG I get treated better overall when compared to Hilton Diamond. Though, it is still a hit or miss with IHG.
Please get real. You were at DT Taipei (Zhongshan) and did not get upgraded and that proves that the program won't upgrade elites even if upgrades are available? Well, (a) people in every program have reported such denials, and (b) I stayed at the same DT Tapei...
Please get real. You were at DT Taipei (Zhongshan) and did not get upgraded and that proves that the program won't upgrade elites even if upgrades are available? Well, (a) people in every program have reported such denials, and (b) I stayed at the same DT Tapei in 2019 and I got a suite upgrade. And, as I've said countless times, I have never been denied a late checkout, even as far back as when I was just lowly HH Gold.
I am and have been an IHG Diamond Ambassador for a few years now and I have not gotten a single complimentary suite upgrade, even in Asia, nor have I gotten lounge access except when I booked a package at ICs that included lounge access. In contrast, Hilton Diamonds (even 'Aspire' ones) automatically get lounge access. If IHG One treats you better than HH does, then you we live in different universes. More likely is that you are simply making up stuff or are simply parroting the same unsubstantiated claims as those in this piece that I debunked?
Oh here we go. Just because DCS has gotten a suite upgrade at DT Taipei then everyone else must be wrong and since DCS has always gotten a late checkout with Hilton even as a lowly gold then all those who have been denied must be making stuff up. And that includes Ben too as he has written in his posts about not receiving suite upgrades or given late checkout by Hilton at times then...
Oh here we go. Just because DCS has gotten a suite upgrade at DT Taipei then everyone else must be wrong and since DCS has always gotten a late checkout with Hilton even as a lowly gold then all those who have been denied must be making stuff up. And that includes Ben too as he has written in his posts about not receiving suite upgrades or given late checkout by Hilton at times then according to DCS Ben must be making this stuff up too in his blog.
And yeah I am living in the real universe. I have been getting much better treatment by IHG compared to Hilton including more suite upgrades or better rooms than Hilton. And yeah DCS, were you denied lounge access because you did not complete the 40 nights a year then yeah they definitely can deny you lounge access unless you pay for it. With at least forty nights a year and choosing the lounge access as a milestone reward I have never been denied lounge access and even at certain IHG properties that do not have lounges to begin with I have been offered vouchers or extra welcome amenities even though they do not need to do that. So yeah, as a Diamond Ambassador with a minimum of forty nights a year, IHG has been doing all right by me. Hilton was better in the past. I do not dislike Hilton and still do stay with them but I wish they can be better again.
That right there...
That right there is why you should really try to stop pontificating so much and think harder before you do.
Let me see if you can understand why the IHG lounge access policy does not measure up at all.
And yeah DCS, were you denied lounge access because you did not complete the 40 nights a year?
The answer is Yes, Yes,Yes! and that is precisely why the IHG lounge access policy does not measure up to Hilton's or Hyatt's or Marriott's because in these programs, top elites, regardless of how they got there, automatically get lounge access. No requirement for 40 nights or to select a limited number of lounge access as a milestone reward. Once a HH Diamond, even a CC or 'Aspire" Diamond, one gets unlimited and automatic lounge access and exec floor privileges, even when one is not automatically upgraded to at least a room on the exec floor.
Do you understand the simple and clear difference and why IHG's lounge access policy does not even come close to measuring up?!
PARTY SHOT
PARTY SHOT
Be sure to check back in 6 months from now recapping your Annual Asian “Trip” (asked no one ever)
Lol the tired “if we have a…” DCS justification. Yes it’s in one place, but def not the official terms and conditions, as you’re quoting the competitors.
Of course, this only applies to customers who aren’t DCS as he uses his full deck of cards and always gets a complimentary suite upgrade with Hilton.
This scheme applies only to stupid people who think that it is a programmatic change that means something. Well, it ain't a programmatic change and it meaningless.
It does not apply to DCS precisely because he plays the game with a "full deck" and does what any top elite member should do about these offers, which is what they are: Always.Ignore.Them.And.Just.Rely.on.the.Automated.Upgrades.
I upgrade my Hyatt rooms to suites 12 months in advance. DCS has no ability to do that. Crap program.
I seodom book stays 12 months out so, as usual, the comment is pointless.
"The price was so special that it was higher than the rate difference between the room I was in and the room I was being offered."
Honestly, if I realized that was going on I might ask to see a manager to complain.
@grayanderson probably only at Hilton properties
After 30 years on the hamster wheel I am 10 nights away from DFL and beginning to wonder was the time/money well spent? I'm arriving just as Reserve is launched, Diamond is a cc and Hilton refuses to honour a 15 night stay at a Resort booked directly with the resort.
Is there anyone at Hilton who can address longstanding disputes? Contact email would be great. Maybe DCS has an insiders contact?
No problem - I'm Diamond and actually saw this when I checked into a hotel a little over a week ago. They have a choice of rooms I could pick for no charge (some were larger and better located) and a few others that had a modest fee (larger and suites).
The biggest issue with Hilton isn't that they don't upgrade people but that with their credit cards the vast majority of people staying...
No problem - I'm Diamond and actually saw this when I checked into a hotel a little over a week ago. They have a choice of rooms I could pick for no charge (some were larger and better located) and a few others that had a modest fee (larger and suites).
The biggest issue with Hilton isn't that they don't upgrade people but that with their credit cards the vast majority of people staying there are Gold or Diamond. Let's say they want to upgrade all elites and there are 50 staying that night. You are 45th arriving and don't get anything. You may think you are entitled to an upgrade but so are everyone else. At least this way you can pay for a better room if you want it and ensure you receive it (similar to airline upgrades).
The old way is gone. Even Hyatt doesn't always upgrade to best available room (I'm Globalist and get upgraded maybe half the time). Airlines and hotels are monetizing upgrades, as they should. If you want it pay for it - otherwise see what happens and take a chance. No one is entitled or "earned" an upgrade. Sorry but most of that is marketing and doesn't apply in 2026. Those that still hold onto the old ways just get frustrated. I prefer to live in the present and adapt.
This generalizes to airlines as well, but I think a number of us wouldn't mind losing complementary upgrades if we got a clear tradeoff (e.g. a definitionally reduced cost to book the room outright at booking - e.g. the price difference is reduced by X%) and consistent experiences in the deal.
Person commented succinctly, I’ll repost and add my own thoughts:
Hilton Honors no one. Marriott Bonvoid sux. IHG One Rewards sux. Hyatt World of Hyatt sux. Choice sux. Preferred iPrefer sux. LHW sux. Wyndham Rewards sux hard.
If you're tired of all the sux-ing, please consider blowing.
Why "Uh Oh" when this is precisely the same scheme that this very site wrote about on 10 January 2024, in a piece titled "Hilton Honors’ Automated Elite Upgrades In Advance" (https://onemileatatime.com/guides/hilton-honors-elite-upgrades/ ) ?
It seems that my attempt to educate the masses back then did no good, but no surprise there. Check my highly edifying comment at that post, but the short...
Why "Uh Oh" when this is precisely the same scheme that this very site wrote about on 10 January 2024, in a piece titled "Hilton Honors’ Automated Elite Upgrades In Advance" (https://onemileatatime.com/guides/hilton-honors-elite-upgrades/ ) ?
It seems that my attempt to educate the masses back then did no good, but no surprise there. Check my highly edifying comment at that post, but the short of it is that there is nothing new here. This is the latest attempt to monetize upgrades that Hilton Honors has been offering, like, forever through a company known as Nor1. There is even a name for the scheme: eStandby Upgrades
The only difference here is that, like everything else, eStandby Upgrades have gone digital and are available on a mobile phone app -- literally at your fingertips.
I received my very first eStandby Upgrade offer from Hilton Honors back in 2009 or 2010. Yes, that far back, meaning that the scheme has had no effect whatsoever on the program's elite suite upgrades since they became an official perk in 2012, and is not likely to have an effect in its latest reincarnation either.
To understand why offering this type of last-minute upgrades makes a lot of sense to many hospitality and airline companies, and not just Hilton Honors, I refer you to the piece below from 2013 in the NY Times (https://www.nytimes.com/2013/06/23/travel/finding-deals-with-paid-upgrades.html)
Read the below, and get informed. The piece even quotes the host of LoyaltyLobby, the only travel blogger who seems to have been aware of Nor1 (now owned by Oracle), which offers the service...
G'day!
How does it feel being a lowly HH 2nd tier LIFETIME DIAMOND now?
You've been repeating that line over and over again, like a broken record, which you are, not realizing how utterly stupid and clueless it is. Here's the reality for your edification.
With only those few who generally book expensive rooms like suites being likely to make Diamond Reserve, HH LT Diamond, the Greater-than-Diamond status, has actually emerged as the program's true...
You've been repeating that line over and over again, like a broken record, which you are, not realizing how utterly stupid and clueless it is. Here's the reality for your edification.
With only those few who generally book expensive rooms like suites being likely to make Diamond Reserve, HH LT Diamond, the Greater-than-Diamond status, has actually emerged as the program's true "sweet spot". So, to answer your question (not that it will shut you up), it feels absolutely great to be "HH 2nd tier LIFETIME DIAMOND" and I have racked up the suite upgrade record to prove it...
You, on the other hand, must the unluckiest game player in the world, as it looks like World of Hyatt has pulled an SPG on you by becoming so thoroughly unaffordable that it is now a hotel loyalty program in name only. Which program are you migrating to next?
Soapbox is yours. Knock yourself out.
@UA-NYC are you referring to his previous comments on earlier posts about how LT Diamond is the highest tier with Hilton and how he was flaunting/parading it around and arguing with Ben that it was/still is even better than lifetime Globalist?
Yes Stanley - his status was LEVELED by their new Diamond Reserve. DCS got cucked by Hilton! And they already had the worst benefits package (even worse than Marriott)
@UA-NYC To be worse than Marriott? That took a lot of effort to be even worse than being Bonvoyed.
But, this has been going on a long time?
"Is mayonnaise an instrument?"
Personally I really dislike the trend towards online or self service check in. It removes all nuance, compromise and personality from interaction with the hotel. Just treating people as data, not people.
Online airline check on the other hand is a good thing. But it is simply different...
"Self-service" is just another name for "do our jobs so we don't have to, and that includes paying people to do them."
From the grocery store to airlines to shipping (ever try to get a human on the line at FedEx or UPS?) to hotels, the trend is toward the customer paying more, and *also* doing all the work of/for the companies they're paying.
Doing an online check-in is less work for me than having to deal with an agent. Sure, if I'm at a luxury hotel, then perhaps the personal attention can be pleasant, but when it comes to a random Doubletree, I much prefer to do a few clicks on my phone than wasting my time queuing and dealing with a bored receptionist.
Well, duh. Cut up those Aspire cards as soon as the annual fee comes due. And, make sure you use all your so-called benefits before doing so. Buh, bye, Hilton, along with Hyatt and Marriott. Anyone want to rent my house for a week? You'll get free breakfast, a suite upgrade, reserved parking, daily housekeeping, and unlimited free bottled water.
I'm giving up on Hyatt and Marriott... still holding onto Aspire for now, unless and until they gut the FNC.
Same. I still get great value out of the FNC and the free breakfast when traveling globally.
Key word on breakfasts... "globally"... in the US, we're lucky to get a $20 discount. Bah!
Don’t forget the $200 resort credit. It is hard to say the Aspire card is not worth it.
@Regis Yes that credit is totally awesome, but not easy for those to use it every year who do not live nearby a Hilton resort.
@Gene, +1.
I held the Aspire card until April of last year. Redeeming the annual free night already required a phone call, a needlessly clunky step, presumably so they'd have a captive audience for the timeshare pitch. When I called, I spent twenty minutes being given the runaround by "customer service," to someone who pretended not to understand me and complete with audible laughter in the background, while I repeatedly supplied dates and a...
@Gene, +1.
I held the Aspire card until April of last year. Redeeming the annual free night already required a phone call, a needlessly clunky step, presumably so they'd have a captive audience for the timeshare pitch. When I called, I spent twenty minutes being given the runaround by "customer service," to someone who pretended not to understand me and complete with audible laughter in the background, while I repeatedly supplied dates and a location that were plainly available and well within the benefit's terms. I typically spent 30-40 nights in Hilton properties on paid stays.
My next call was to downgrade to the $0 Hilton card. I redeemed my remaining Hilton points and haven't given them a cent since.
As for selling the upgrades: that's the name of the game; revenue, not loyalty.
Yeah, they really need to make it redeemable on the app/online; calling-in is a chore. (I get it; it's by-design to convince some to not even use their benefits, but...)
That plus to have you hear an exciting offer from their time share people in exchange for 500 points.
Tell me more! Is it a time-share?! Oh boy! /s
@Regis and when I refused the sales pitch I did not get the 500 bonus points even though it was promised but figured it was not worth calling back to have to hear the sales pitch again and mostly likely not get the bonus points again.
Hilton Honors no one. Marriott Bonvoid sux. IHG One Rewards sux. Hyatt World of Hyatt sux. Wyndham Rewards sux. Choice Privileges sux. Preferred iPrefer sux. GHA Discovery and Accor Live Limitless are ok.
It is not like they were upgrading elites for free anyway.
Boo... hiss...
For real, as long as Hilton doesn't devalue the FNC (still allowing 'standard' room redemptions, even if they're as high as 150K+, etc.), I'll keep Aspire (and its automatic Diamond status), and not worry about upgrades.
Because, compared to Brilliant (85K + 25K), IHG Premier (40K + unlimited), and Hyatt (cat 1-4, basically worthless after the recent devaluations, unless you like a Hyatt Place in Florence, SC)... Hilton is still doing better.
A OMAAT post where Ben trashes Hilton upgrade policies?
Countdown to DCS in 3…2…1…
DCS’ vaunted LIFETIME DIAMOND status reduces in value every year hahaha
To his credit, he finally seems to be sticking to his boycott of this site.
That said, my guess is he'd be too busy anyway trying to do mental gymnastics to say Hilton's LT Reserve "confirmed" suite upgrades are legit- in spite of having spent years arguing that "confirmed/confirmable" upgrades aren't a thing when it comes to Hyatt SUAs.
Oops, I spoke too soon!
Yes it didn’t age well :) let the fun begin!