A LoyaltyLobby reader sent me an email about recent development with Hilton hotels in the UK where it appeared that the Diamond benefits had been watered down.
You can access Hilton HHonors Gold & Diamond benefits here.
Here’s the email from the reader:
Today I checked into the Hilton Reading (UK) which happens to be one of the more expensive Hiltons outside of London (corporate rate = minimum £126 a night).
Upon checkin I was told I would not get any more drinks vouchers unless I booked a more expensive deluxe room, and this applied to all Hilton hotels not just this one.
I have since checked the Hilton hhonors website which mentions no such benefits now, and also found the following article which details the change:
I am appalled by this change as I stop over 100 nights a year and each year I am seeing fewer benefits. I already complained to the hotel and shall be sure to complain to Hilton direct in the morning too. Frankly if they want to reduce diamond benefits a new higher tier should be introduced to reduce the number of perks they give away (as one assumes this is about money and no other reason).
I am more than happy to discuss further with you or give more details.
Here’s the response that I received from Hilton:
We can confirm that Diamond and Gold Hilton HHonors Member benefits are not changing. Our most loyal guests will continue to enjoy rewards, including Bonus Points, complementary water, reward stays, as well as a host of My Way Benefits and other perks such as free Wi-Fi and access to digital check-in and room selection when they book direct through Hilton channels.
From 1st June 2016, a small number of our UK & Ireland hotels are removing in-room gifts to ensure that our benefits are consistent for our 54 million loyal Members across the world.
To my understanding many of these Hilton hotels in the UK and Ireland don’t have Executive Lounges and these in-room gifts and/or drink vouchers were to distinguish between different HHonors tiers (Gold & Diamond).
I had quite a few stays (10 or so) at various Hilton affiliated properties in the UK the other year and was mostly underwhelmed, although there couple of exemptions such as the Glasgow Hilton. Some of the properties should have been branded as Hampton Inns.
It is really unfortunate that they would in fact reduce benefits and the reason to do this is the “benefits consistency”. Why wouldn’t they let properties to offer more than the absolute minimum required by the program that is couple of water bottles?