Questions and Answers

I am staying at Hilton Midtown in NYC from Sept 16-18 and am a Hilton HHonors Gold Member. I thought that a room upgrade was complimentary if available, however I do not have the option to upgrade on the digital app. I booked a Deluxe King room. I checked Hilton’s website and there are Premier King rooms available (next step up), as well as suites. Has anyone else had this experience with Hilton, or at this property in particular?

Does the hotel have the right to refuse to offer an upgrade even if a room is available?

It has to be done at the hotel, not thru the app. Furthermore, upgrades are basically at the hotel’s discretion, I believe.

Interesting, thanks for the clarification.

As it turns out, at check in I was not offered an upgrade. I asked about one and was told the hotel was completely sold out. After going to the room, I went to hilton’s website and there are clearly premier rooms (next room type up) and suites available.

Has anyone else had this experience with Hilton? I was under the impression that if a room upgrade was available it would happen automatically as a Hilton Gold member.

Scott: this post might make for interesting reading:
[URL]http://onemileatatime.boardingarea.com/2014/11/04/hilton-hhonors-best-hotel-loyalty-program/[/URL]

and here is a post about what might help get an upgrade:
[URL]http://onemileatatime.boardingarea.com/2015/12/16/hilton-diamond-suite-upgrades/[/URL]

Apparently it works for some diamonds but Hilton has so many Golds via cc that I doubt it is very helpful in practice for upgrades.

I really hate it when hotels use the “we’re completely sold out” line. That may have worked 20 years ago but with the internet and hotel apps making it so easy for customers to check availability, it’s insulting more than anything that they think customers are too dumb to believe that lie. They really need to come up with a new excuse/lie to not upgrade elite members.

[USER=111]@Luis[/USER]- Agreed. If they choose not to upgrade me then OK, but it’s dumb to lie about it and claim they are totally sold out.

[USER=79]@Gaurav[/USER]- Thanks for the links, both were good reads.

We somehow survived despite the lack of an upgrade (joking…) and had a great trip in NYC.