A LoyaltyLobby reader alerted us about a weird message that Hilton Waikoloa Village was displaying during the reservation process in effect opting out from Gold and Diamond benefits.
You can access Hilton Waikiloa Village’s website here.
Here’s the message displayed:
Due to high demand, complimentary room upgrades are not available. Please reserve the exact room category you want for your stay.
Here’s the response we received from the Hilton spokesperson:
The hotel has not opted out of gold or diamond benefits, rather intends to manage expectations. Hilton Waikoloa is one of the largest redemption hotels in our system and does not have the ability to upgrade elite members all the time. As for all hotels, per our terms, upgrades are provided based upon availability. To avoid any misunderstanding, the hotel will be updating its messaging to clarify.
While I agree that you should be ready to stay at the room type you booked even as an elite member, the hotel should manage expectations in some other way. It is not ok and not good for the business to essentially display a negative message for elite members during the booking process that may make them book elsewhere (this is what I would have done).
I just tried to pull up this hotel on Hilton’s website and it appears that this message is no longer there.
There is often an issue with these leisure destination chain hotels, especially in the US. They get a far greater share of elite members redeeming their hard earned points compared to many other locales such as city hotels. These resorts may experience severe elite member fatigue.
It pays to drop us a note if there is something fishy going on with the hotels. We can always contact the corporate to see if all is kosher.