While Hyatt lets their status members confirm upgrades at the time of booking, into suites, and for up to a week at a time; IHG lets members staying at least 20 nights choose a benefit of upgrading into suites two weeks prior to a stay; and Marriott at least promises upgrades to available standard suites starting 5 days in advance of a stay or at check-in; Hilton Honors promises no such thing.
Each Hilton hotel decides what constitutes an upgrade. If a given Hilton has a suite available, and chooses not to give it to a Diamond member, they haven’t broken any rule or promise of the Honors program. They do perform upgrades in advance but that might be to a room with a better view, or a higher floor, or even one indistinguishable from the one that the customer reserved in the first place.
But did you know that Hilton specifically says that 44% of its brands do not have to upgrade elite members at all?
According to the program’s terms, Hilton doesn’t even offer complimentary upgrades at nearly half (8 out of 18) of their brands.
The following brands do not offer complimentary upgrades: Embassy Suites™, Hilton Garden Inn®, Hampton by Hilton™, Tru by Hilton™, Homewood Suites by Hilton®, Home2 Suites by Hilton®, Hilton Grand Vacations®, and Motto by Hilton®
Hilton sells more upgrades to elite members instead of honoring the best available room complimentary. By definition if these rooms are being sold, they’re available. And this applies even to brands that are supposed to offer upgrades.
Last fall Hilton told owners that advance complimentary upgrades would begin at Hilton Garden Inn properties. I’ve heard from readers about being charged for upgrades there, and the terms and conditions haven’t changed to reflect complimentary upgrades at the brand. Sad.
honestly, this is not a big issue for me, I am diamond with hilton and always get upgrade at conrad, hilton, resorts, etc etc
there is no value to an upgrade at hampton, embassy suites, homewood, etc etc, garden inn, as most of these hotels don’t even have different types of rooms
44% is deceiving because I suspect the number of properties involved represents a majority of Hilton’s portfolio across all brands.
How generous of them.It matches their lavish breakfast benefit with a ten dollar coupon
You get a cup of yogurt and banana.We that reside in North America should boycott them
If they dare do this abroad they would likely be half out of business.Asia, Europe Etc
I avoid them except a smattering of their premium properties which still typically offer something even if minimal.So in the US almost never
LOL I’m more shocked that 56% of Hilton properties are required to give some sort of upgrade. I thought it was voluntary across the board
Some of these brands, like Tru and Home2, effectively have no meaningful inventory to upgrade to. The rooms are generally all the same. I would imagine newer Hampton, Hilton Garden Inn, etc are the same way. Maybe 5 out of the 100-200 rooms or so in a property are a suite style, or have larger footprints, etc.
Agree with Doug. As a Diamond, I am always upgraded at the properties that offer them. In the US, most upgrades are generally pedestrian. I am rewarded nicely on business trips to Mexico, Central, and South America. So far this year, I was fortunate to receive Suites for the cost of a room in Mexico City, Merida, Monterrey, and Bogota.
People are still staying at Hiltons. Me only on the employee rate as a last resort
Marriott upgrades?!?!? When does that ever happen without arguing with them.
I think that’s generous because many full service properties don’t even attempt to upgrade. I know select service has limited inventory… but notthing says IDGAF like putting a Diamond next to the first floor elevator. It still means a lot if they try.
Doug says, “there is no value to an upgrade at hampton, embassy suites, homewood, etc etc, garden inn, as most of these hotels don’t even have different types of rooms.”
Out of curiosity, have you stayed at many of those brands?
Many Hamptons are specifically branded as “Hampton Inn & Suites,” meaning a certain percentage of their rooms are suites. (Some are just studios, so not “real” suites, but some are actual 1-bedroom suites.) But I’ve even stayed at regular Hampton Inns (without the “& Suites”) that offer a few suites. I know Hampton is a lower-end brand, but an upgrade to a suite with more space to spread out can be a big deal.
At Embassy, you’re mostly right – though I did stay at an Embassy once that upgraded me to a “conference suite,” a larger suite with a table with seating for 6 in the living area; that was nice.
Homewoods generally offer three suite types: studios, 1-bedroom, and 2-bedroom suites. Most hotel chains explicitly exclude 2-bedroom suites from their upgrade terms, but it would still make sense that if an elite member books a studio, they should be able to expect an upgrade to a 1-bedroom if available.
And many Hilton Garden Inns offer 1-bedroom suites or “junior suites.” Sometimes, even when their standard rooms have those crappy loud plastic AC units, their suites (or some, at least) will have the quieter central-style HVAC, which makes a big difference to me in terms of comfort and sleep quality, in addition to having the extra space. (This also applies to many Homewood locations, where the studios might have the crappy hotel AC’s, but the 1- and 2-bedrooms have proper central air.)
So, I feel like upgrades at all of those brands can be pretty valuable. Shame they’re not formally included.
It’s Hilton. Who actually cares?
Hilton sucks.
Diamond here. Big difference overseas vs in country. Breakfasts are the full spread vs “You get $15” which which to order from a special bloated menu. Upgrades are to genuine suites, sometimes right on the lounge floor but always including lounge access.
In the US: they’ll say ‘upgrade’ but you’re getting what you chose when you booked it, nothing more. I carry low expectations whenever staying at a Hilton property in the US.
I’m doubtless asking for grief here but I’d genuinely like to see DCS post once about this. No long soliloquies or lectures or repeated arguing based on opinion rather than fact but while I personally agree with Gary I think that hearing a fervent Hilton loyalist’s perspective is only fair.
Diamond member here, I just got told I couldn’t get an upgrade at a Hilton because they had housekeeping issues . I’m Titanium with Marriott and rarely get upgraded there either.
A well known Hilton fanboy once bragged about being automatically upgraded on the app at the Embassy Suites Chicago. The upgrade was to a corner room. Another poster checked the room rates at that hotel and the difference was $10.00. The regular room sold for $229 and the “upgraded” corner room was going for $239. Hilton rewards their loyalists the least among big four chains.This is indisputable.
I don’t like to stay at Hilton or affiliated hotels they never upgrade diamond members for the last 35 years stranded I was told oh well we have no upgrades & your check-in time is it 4:00 p.m. I’m now accumulating points at the Marriott.
Gary, do you have a point of contact who can help when Hyatt properties are playing games with SUAs and the Globalist desk seems helpless?
Even as a Diamond member , an Hampton in Berlin charged me 5 euros for a « courtyard » view ( 1st floor) : petty
But usually, in Europe we are spoiled by Conrad!
I’ve been Lifetime Diamond for over 5 years. Hilton lost it’s way a long time ago. Because of that, they lost me. Hilton = Clarion, stale, bland and boring.
I switch all business and leisure travel to Marriott years ago. Marriott has its issues, but IMO it’s better than Hilton. I’ve been an Ambassador for 4 years and lifetime Titanium. Better locations, more full service properties and better choices for where we go when we go to Europe for vacation.
RIP Hilton
Employee of Hilton here. I can’t speak for every property, obviously, but the employees where I work agonize over room assignments including, but not limited to, higher tier members. My tip for you? Be kind to the front desk agents. They care and will go out of their way for you if you don’t treat them like servants. You’d be surprised at how far a kind word goes. Our hotel has one “suite”. We would love to assign it to you but it’s almost always occupied by a reservation made weeks in advance. This is not the agent’s fault and no amount of blustering can change it. Lastly, if you would like to complain about the $10 credit, please do. The Honors member 800 number does take your feedback into account. The front desk agent who makes minimal wages, does not have the authority to change Hilton policies, no matter how rude you are.
The list of Hilton hotels that don’t have to give upgrades…… most of them are suites properties…. All of the rooms are the same. There’s nothing to upgrade to…. Duh! And a Hampton inn…. I don’t expect to be upgraded to the presidential suite. There isn’t one! Regardless… I’ll stay at a Hilton a million times over any other brand. This article is actually quite pointless.
As a Diamond, while I received (and appreciated) an upgrade at a recent San Diego Hilton stay, they charged me $40 to extend my check-out to 2:00 PM. The fee started as of 12:30 PM. And at a recent San Francisco Hilton stay, I was told Diamond and Gold members received the same complimentary extended check-out time.
@ Ainsley Hayes
FWIW I’ve stayed at a number of Hilton properties over many years, mainly as a Diamond member. I cannot remember a single instance in a property from San Jose CA to Bora Bora, Darwin to Frankfurt Airport, Barbados to London WA, who didn’t perform their duties with the utmost courtesy and professional attention.
It is galling that a travel blogger spouts such biased and factually incorrect information to his uncritical and suppliant readers, which unfairly demeans the brand and the many excellent people, who work for many properties in the fold.
My last stay was at LXR Santa Monica and it was one employee in particular who transformed that 5 night say from being good to exceptional. It’s the people who make the difference.
It’s sad that there is so much commentary herein quibbling about suite upgrades, percentages or properties , etc., when I suspect many readers would admit if urged that it’s the staff that ultimately make the difference.
As part of the fakery herein you will never see Gary Leff admit that the route to top Hilton status is simple and his favourite (Hyatt) requires huge effort / expense: there is zero respect for the cost – benefit.
You will also see the enduring mythology about different points currencies having different values even when constantly countered with the math.
Leff is a quickly failing voice.
@ Christian says:
“I personally agree with Gary I think that hearing a fervent Hilton loyalist’s perspective is only fair.”
Why do you agree with Gray when his headline and content is factually incorrect? Just as it was a few articles ago on VA’s WiFi.
I’m not a Hilton loyalist (I actually don’t give a fffcckk about status either hotel or airline) – I am Diamond courtesy to a credit card, but stay across multiple chains.
If we wish to respect the content of this website, surely we need to be able to trust the validity and veracity of basic facts?
Gary Leff is repeatedly derelict in that regard. Sadly, when caught out, he refuses to correct the regard – some misplaced ego and arrogance perhaps, who knows.
The articles may be of passing interest, but no longer hold any credibility.
You don’t need an extensive analysis from a loyalist or non loyalist to work that out.
@platy – you claim ‘factually incorrect’ but never cite a single way in which this is incorrect.
Hilton’s terms specify which brands are not obligated to provide upgrades. Divide that by total number of brands. You get the fact stated in this piece, which understates the issue because Hilton properties skew in number towards some of these brands.
You had a good stay at a property that isn’t on the excluded list. That does nothing whatsoever to refute what’s written here. And Hilton status is easy? yeah. It’s also not worth very much, absolutely in the U.S., though it’s easiest to get in the U.S.
If you travel to Asia especially by all means get their card that offers Diamond status! But their earn and burn is weak (the Hilton Aspire card is generous for Hilton spend), their status benefits are weak. And the claim here – that 44% of brands are excluded from the upgrade benefit – is straight from the program’s terms and conditions.
FJB
@Zeke Schroyer
I agree with you and do the same… ( well,despite the 5€ they charged me in Berlin for a quiet room !)
I think a better article would be what is the actual difference from gold to diamond at Hilton. In the us I don’t even get free waters anymore unless I ask for them. About the only benefit as diamond I have found is an occasional “thank you for being a diamond member” at checkin
HIlton is the worse program by far of all major programs and it has only gotten worse. I have been a Diamond member since 2015 and I’ve steadily watched the benefits decrease and at this level not keep up with other programs. In 2019 I decided to given Bon Voy a shot, became an Ambassador, which is vastly superior to anything Hilton offers and will probably lose my Hilton status this year and I could care less if I do. Hilton’s program doesn’t value elite guests and it’s too easy to attain Diamond status so it’s basically a nothing status. No guaranteed late check out and the list goes on and on compared to top tier of other programs. Only place Diamond holds some weight is internationally.
Five years as Diamond, three of those earned with actual stays not just the Aspire.
Zero sute upgrades. Its a joke. I stayed at an empty Hilton on Sukhumvit 13 during covid and even then they couldnt manage to find me more than a High Floor upgrade.
Meanwhile, at Marriott, I can hardly keep track of the great upgrades I have had.
Just stayed at a Hilton Doubletree in London and they offered paid upgrades on their app. When checking in at the desk, I asked the clerk about an upgrade and she said none was available. In 3 years with Diamond Status, I have had one upgrade and that was only after I got a handicapped room by accident. We got a suite but only for two days of the 4 we were at the hotel in Riga. I would not consider upgrades as a part of Diamond Status as “voluntary” means no upgrade is required EVER. Why would they offer it for free when they can make money? However, greed will kill the golden goose and the folks will vote with their feet.
Clickbait. How about a legitimate comparison to other brands? And no, I’m not interested in reading another copy-paste of the T’s & C’s.
How many of Hyatts brand offer suites? Hyatt Place – no. Hyatt House – no. I know I’m missing more, but this is a weak and myopic breakdown that doesn’t help frequent travelers make different and better travel decisions.
I’ve had varying success as a top-tier (at different times) with Hyatt, Hilton and Marriott. The truth is that each program has its benefits . Hilton Diamond is very valuable for high end international travel at WA & Conrad properties.
Hyatt is most consistent in applying Globalist benefits, but we all know footprint is a significant limitation.
Contrary to the groupthink commentary, I’ve received truly outsized value applying Marriott SNA. Do they always clear? Of course not. But damn… I’ve had multiple SNA upgrades worth thousands and stayed in outstanding rooms.
Be flexible… pick your spots. No single program is the holy grail.
Oh yeah.. and sometimes it pays to not be a cheap skate and book an AMEX FHR. Sure it is cash pay, but they ALWAYS deliver benefits as promised by AMEX.
I am really regretting hitching myself to Hilton 20 years ago. I am just a few nights from lifetime diamond, but have no illusions of getting any meaningful upgrades now or when I reach that milestone. I recently stayed at a nearly empty Hilton in Florida. The of course tried to sell me an upgrade, then notified a few days before arrival I had been upgraded. I guess the upgrade was a higher floor, because it wasn’t much of a room. Once I hit diamond, I may switch to Hyatt or Marriott.
Mention of the Hilton brand reminds me of two things….
Being refused a 1/2 hour late check out as a gold member at Hilton Tokyo Bay.
Discovering feces crusted on the toilet seat at a just opened Garden Inn in midtown Manhattan.
So do I buy that Hilton is worse than its competitors? Is the sky blue?
Yeah, I’ve noticed that over the years with Hilton. I’ve been a Hilton diamond now for about six or seven years and I don’t feel the love in most places.
I was thinking of switching over to the Marriott But I want to give Hilton a little bit more of a chance? I do own about 10 shares of Hilton lol. Their stocks are good but I hope they’re taking care of their employees and they definitely need to take care of their elite members, especially gold or diamond!!!
Not sure if it’s just us being polite people or that I worked in hospitality in my youth at a few major hotel chains but I have never been declined an upgrade at a Hilton (Diamond) either in the US or abroad. We’ve just returned this weekend from the Fort Lauderdale Beach Resort where we were upgraded to a 1 bedroom king suite on the ocean and no issues with late checkout. We travel to Manchester UK regularly and stay at the Deansgate Hilton there and are welcomed with an automatic upgrade when we check in to an executive floor. Late check out never an issue. Marriott lost our loyalty as everything was an issue even after 25 years.
The reminds me of my early days as Diamond when I requested an upgrade at a Homewood. The clerk responded, “All the rooms are the same. What’s to upgrade to?” or at a Doubletree when the clerk snarked, “Sorry, you’re a solo traveler. We save the honeymoon suite for couples.” 🙂
Agree with Doug & other posters … As a Diamond, I’m not expecting an upgrade at properties like Hampton. (If I wanted something fancy, I would not stay at a Hampton.) What matters to me is the potential for upgrade at brands like Hilton & Curio. Those are the ones that are memorable, such as getting a suite by the river at Cliffrose Springdale.
Hilton is absolute dog crap. They, or rather their partner hotels won’t even honor their own rate when their website throws up an error. I’m speaking specifically re Resorts World in Las Vegas. Worst part is management acts like it’s my fault not theirs.
https://youtu.be/A4K0pBbqYJ4
Can confirm that as of last night at HGI Dallas/Market Center, on checkin asked at front desk for what they would suggest for Diamond upgrade, got arguably worst room in house (lowest floor view of noisy mechanical roof equip).
Zzzzzzzzzzzzzzz. This is 100% useless clickbait.
It’s a bit of a hyperbolic lie to say that Hilton “refuses” to upgrade you when there are several brands that were designed from the beginning with little to no upgrades in general. It’s like swinging your fist that the vegan tofu restaurant won’t make you a cheeseburger.
What is true is that Hilton (like most of the industry) has adjusted their focus from trying to chase the fickle 1% of the travelling public to the other 99% that couldn’t care less about any of this.
As Diamond always request. Rarely get. Better luck with non US hotels. Here they try to sell the upgrades to diamonds instead of comping. I receive emails asking to purchase. Hotel is generally full and therefore upgraded room not available, even if requested when booking
Jay said: “As a Diamond, while I received (and appreciated) an upgrade at a recent San Diego Hilton stay, they charged me $40 to extend my check-out to 2:00 PM. The fee started as of 12:30 PM.”
Jay, that *might* actually be a violation of Hilton’s terms and conditions.
Late checkout is supposed to be an included benefit, *subject to availability.* “Subject to availability” means if it’s available, it’s yours – and if it’s “available for a fee,” it’s available, period.
I forget where I saw it, but I believe there was an internal Hilton communication a while back that stated that 2 pm was the ‘soft’ late checkout time they’re supposed to accommodate for diamonds if available (unlike Hyatt and Marriott which do up to 4 pm, guaranteed except at resorts [both] and casino [Hyatt] or conference properties [Marriott]). So if a late checkout time of *up to 2 pm* is available and a Hilton diamond requests it, they’re supposed to get it. (They could probably technically get away with charging for a time later than that, like 3 or 4, although the 2 pm limit never actually appears in the terms and conditions, so who knows.)
Before Starwood merged with Marriott, I recall a FlyerTalk thread where people would report (potential) violations of the SPG late checkout policy. There was an SPG “lurker” there who hung out and would forward those violations to corporate, who actually cracked down on them. For those who don’t know/remember, SPG gave *guaranteed* 4 pm checkout to ALL elite guests – except it was “subject to availability” at designated resorts and convention properties. Anyway, there was a case where a guest was staying at a resort (thus “subject to availability”) and requested 4 pm checkout; they were told they couldn’t have it for free, but they could have it for some ridiculous fee. The guest argued that late checkout is supposed to be given to elite guests as a complimentary benefit, subject to availability – and (like I said above) if it’s “available for a fee,” it’s available, period. The hotel didn’t budge, so the guest posted about it on the thread, the lurker got involved, and guess who won? SPG confirmed that indeed, if it’s “available for a fee,” it’s available, and must be given to the elite guest at no charge (but they could charge for times *later* than 4 pm, since the benefit only goes up to 4). I know Hilton isn’t SPG, but this logic should apply to any hotel chain. “Available” means available.
This has got to be this site’s most ridiculous post ever, and that says something. To expect suite upgrades at the listed properties, including at ones like Embassy Suites, Homewood/Home2 Suites or HGV that are all-suites properties is so silly it defies logic.
For one who anointed himself “thought leader in travel” to actually believe and keep claiming that there is a hotel loyalty program out there that “guarantees” suite upgrades about which individual properties have no say is of such utter naiveté it gives travel blogging a bad name.
Importantly, all the claims are made by someone who has probably not set foot in a Hilton hotel as a top elite in years!
Anyway, just a couple of days ago I returned from Hilton Vacation Club Flamingo Beach St. Maarten in the “Dutch Caribbeans”, where I did not even expect an upgrade since every room is a timeshare-styled suite designed for extended stays (full-size fridge, dishwasher, microwave oven, pots, glassware, etc). Moreover, it’s a Hilton Grand Vacations property, which supposedly excludes it from elite upgrades. At check-in, the agent volunteered information that I did not even request and said, “Sorry that we did not upgrade you ahead of time, but all the ocean-facing units are booked. However, if anything becomes available we’ll let you know”. She then inserted a note to that effect in the system. Sure enough, an ocean-facing unit became available the next day and I was “upgraded”. While @Gary Leff gaslights, I have photos of both units that I will be happy to share.
Lastly, practically every hotel loyalty program does have exceptions about properties or brands where elite upgrades, including to suites, are not offered. See next post for Hyatt’s so-called “Suite Award Ineligible Properties.”
The post is as ridiculous as it is absolutely pointless….
BTW, speaking of numbers, did you know that there are 3X more Hilton properties that offer free breakfast to all guests than there are Hyatt hotels worldwide?
WoH Suite Awards/Upgrades exceptions that reveal what this site does best: gaslighting.>/b>
There he is!
DCS, I think you might have missed the point of the post. You say, “To expect suite upgrades at the listed properties…is so silly it defies logic.” But Gary’s post isn’t about suite upgrades in particular – it’s about getting *any* complimentary upgrade at all, for example, from a standard room to a higher-floor corner room, not necessarily a suite.
I’m not sure what’s so silly about expecting an upgrade, for example, from a studio to a 1-bedroom suite at a Homewood Suites. (Obviously 2-bedrooms would typically be excluded from upgrades – though I was once proactively upgraded to a 2-bedroom at a Residence Inn by Marriott as a Platinum member, but I have to think that was unusual.)
Then you say: “to actually believe and keep claiming that there is a hotel loyalty program out there that “guarantees” suite upgrades…is of such utter naiveté it gives travel blogging a bad name.”
Hyatt absolutely does this. Globalists are guaranteed that if a standard suite is available at time of check-in, they will be upgraded to it; the hotel cannot say “no.” If they do, they are in violation of the program’s T&C. Marriott publishes a similar benefit for Platinums and above (though actually getting them to honor it is a challenge sometimes). (IHG, like Hilton, seems to make no such promise.) Note that this isn’t about confirmed suite upgrade awards; it’s about upgrades at time of check-in.
For the sake of completion and fairness, I should include this exception from Hyatt’s own terms and conditions, regarding the upgrade benefit:
“Not valid at Caption by Hyatt, Hyatt Place, Hyatt House, Destination by Hyatt Residences, or Vacation Ownership Property hotels and resorts.”
There’s currently only one Caption by Hyatt property (Memphis, TN – which actually did upgrade me to a suite when I stayed there, though I had to ask), so mainly the only exceptions are Hyatt Place and Hyatt House. And for the record, I do think it’s silly that those are excluded; I apply my standards evenly. If a Globalist checks in to a Hyatt Place or Hyatt House that has a standard, 1-bedroom suite available, they should absolutely be able to expect an upgrade to that suite.
I had a stay booked at a London Hilton a few weeks ago. When it was time to check in online, 88 rooms were available. About 4-5 were the type I booked, on the lowest floor available, and 80+ were paid upgrades, ranging in price from £35-376 per night for my multi-night stay. This was a paid stay and I am a Hilton Gold. While I am not Diamond, obviously the hotel had a whole lot of available rooms, but could not so much as bother to place me on a quiet floor in the room type I booked. I tried back multiple times. An hour before my penalty period was up, I canceled the entire reservation and booked at a Radisson Edwardian, where I had status matched. In other words, I had little history with Radisson. I was upgraded without charge. I’m still in the UK and writing this from a Hyatt, where I was also upgraded. Without charge. No, Hilton doesn’t have to do anything. But at some point they will realize that their customers will go to competition and have better experiences. Being nickled and dimed is lousy customer service. Treat people well and they will spend more money anyway.
Yep. Diamond status Hilton is 2 bottles of water and a $10 dollar good credit sometimes. Never have I got an upgrade. Ever.
@Chris — No, you missed the point. Why would Embassy Suites be expected to offer any kind of upgrade when complimentary upgrades in every hotel loyalty program are limited to standard suite, and a standard suite is the lowest category room that one can book at ES? The next room up for an upgrade would be a “premium”, which no program offers, although Hilton LT Diamonds, like me, can get it occasionally. See?
Gary’s larger and true point was the one that he introduced the post with, all of which consists bogus claims for which he has no evidence but he has been recycling nearly nonstop for years:
For instance, “Each Hilton hotel decides what constitutes an upgrade”, or “Hilton Honors promises no [suite upgrades]”, but that is true of every f’ing program!!!
Bottom line: Practically every hotel loyalty program does have exceptions about properties or brands where elite upgrades, including to suites, are not offered. Period. Full stop.