A LoyaltyLobby reader dropped me an email yesterday about Gold member upgrades and housekeeping for ca$h at Hilton Surfers Paradise Residences.
Here’s the email from the reader:
I have enjoyed your everyday updated emails and today, I have something I need your help.
Well, I am currently staying at Hilton Surfers Paradise, Australia and I’ve had an issue. My issue is not a big one and I know you are quite busy so I do understand if I couldn’t get a reply. But here is the story.
We booked a two bedroom ocean view deluxe room. When checking in, we didn’t like the room we were assigned. We stayed in this hotel four times and last time we stayed we booked one category lower (not ocean view, not deluxe) and the room was better. I told this to the reception, and they gave us a choice that we move to an upper floor room and pay $50 per night.
I gave it a go since we didn’t want to stay 8 nights in the unpreferable room. I asked them as a Hilton Honors gold member, I often get a free upgrade but they said no free upgrade available. So we ended up spending $50 more per night and we are ok with this. Until… Next day, we had no housekeeping staff collecting rubbish or changing towels. I talked to the reception then they said I need another $50 per night for housekeeping.
Like I said, I stayed here four times and this never happened before. Each time I stayed, I got housekeeping staff everyday.
I probably do not mind paying if they explained this earlier when we upgraded the room. Shouldn’t they have told me? That means $100 extra per night!
I don’t know what to do, so I decided to email you.
I hope I can hear from you and hopefully there is something I can do to make the situation nicer.
I decided to forward the email to the General Manager of the hotel (Fiona Pryde) and received the following reply:
Daily housekeeping is provided in all room types with the Exception of the 2 Bedroom Weekly Service Room Type. This room type is only serviced on the 6th day of a long stay.
Upgrades are subject to availability however if you are booking a Residence this would be to a higher floor eg 2 Bedroom Ocean View to a 2 Bedroom Sky Residence.
First there appears to be “two” Hilton hotels in Surfers Paradise. Traditional Hilton and Residences one. The reader must have booked the Residence one based on the room type.
When searching or various room types on Hilton’s website, there appears to be one room type that is sold based on limited housekeeping service and it is only shown for longer bookings.
If the reader really booked the “two bedroom ocean view deluxe” it should have come with daily housekeeping service. The weekly service is only for the baseline two bedroom one without both the deluxe (word) and ocean view.
Also, the reader should have received an upgrade to the Sky Residence if he booked the deluxe ocean view one (based on availability – must have been if for cash).
Reader should go back and check the confirmation received for the reservation. If it was indeed for the deluxe ocean view, then he should ask the hotel to refund both the upgrade and housekeeping fees.
You have to be careful when booking some of these residence-style hotels. You kinda never know what you might get. Sometimes you may get club lounge access if there is full service Hilton attached to it and sometimes you don’t. You mat get daily housekeeping service or then you may not.
And I have yet to be in the Gold Coast or Surfers Paradise in Australia. Should try to make it there for few days.