Hilton started to roll out Global Automated Upgrades to Diamond and Gold member stays in late summer and made the program official in late October (here).
There has been some unclarity of what criteria Hilton uses to process upgrades, and we have tried to get to the bottom of this issue.
You can access Hilton Honors here.
READ MORE: Hilton Honors Rate & Bonus Points Offers
Upgrade order per Hilton spokesperson:
Hilton Honors member status/tier is the first criteria considered for space-available upgrades.
Beyond that, elite Gold & Diamond members are eligible to receive a complimentary upgrade based on a mix of other criteria, including their membership status, room inventory at the hotel and length of stay, to name a few.
“Hilton Way Complimentary Upgrade Experience Playbook” lists the upgrade order as:
“How To Prioritize Complimentary Upgrades”
Upgrade Priorities:
1. Elite Members on Redemptions Stays
– Elite Members on Redemption Stays where the guest had made an all-points redemption of over 100,000 points.
2. Lifetime Diamond Members
3. Diamond Members
4. Gold Members
We have the relevant part of the internal Playbook, but our source asked us not to post the actual page but rather to reference it.
The previous information that we posted was partially incorrect due to the source omitting that elite members are prioritized on redemption stays – not just all redemptions.
The manual upgrade order per Hilton guidance to hotels would prioritize elite member award stays FIRST, if over 100,000 points, and then Lifetime Diamond, Diamond, and Gold members. The Global Automated Upgrades, however, prioritizes status FIRST and then other undisclosed “mix” criteria.
It could be that the Global Automated Upgrades prioritizes redemption stays over paid ones, like what Hilton has previously asked properties to dom but only within the relevant tier (Lifetime Diamond, Diamond, and Gold).
Hilton Global Automated Upgrades
Hilton Introduces “Global Automated Upgrades” For Gold & Diamond Members
Here are examples of my stays in Europe with upgrade notifications:
- Hilton Testing Pre-Arrival Upgrades
- Another Email From Hilton: We’re upgrading your upcoming stay!
- Email From Hilton: We’re upgrading your upcoming stay!
Eligible Brands for Upgrades:
- Waldorf Astoria Hotels & Resorts
- LXR Hotels & Resorts
- Conrad Hotels & Resorts
- Canopy by Hilton
- Hilton Hotels & Resorts
- Curio Collection by Hilton
- DoubleTree by Hilton
- Signia by Hilton
- Tapestry Collection by Hilton
Following Brands Are Excluded:
- Embassy Suites
- Hilton Garden Inn
- Hampton by Hilton
- Tru by Hilton
- Homewood Suites by Hilton
- Home2 Suites by Hilton
- Hilton Grand Vacations
Conclusion
I hope that this, at least partially, clarifies the upgrade order of Hilton’s Global Automated Upgrades, and I am glad that Hilton spokesperson has clarified, contrary to what we were told earlier, that the elite tier is the first criteria considered when processing upgrades. However, it still could be that Hilton prioritizes award stays over paid ones within the tier itself.
Looking at the upgrade order, and considering that many have received the Diamond status purely by paying for an affiliated credit card, it is vital to reach the lifetime Diamond tier (I should get it within the next 18 to 24 months).
