As a Diamond Member of Hilton’s Honors scheme I am used to getting an upgrade when I stay at one of their properties. I am also used to checking in online using the Hilton Honors app. The app is comforting when you do this, about the upgrade you will receive – stating that they will endeavour to upgrade you until the time you arrive.
Indeed, this is my exact experience at every hotel I have stayed in, until I came across the Hilton at Dublin Airport.
Let me say that I have been a great supporter of this property with almost all of my stays at Dublin Airport being spent there over the past few years.
Last Friday I arrived at the front desk and there was no upgrade, despite them still selling better rooms. They had a big event on so I didn’t query this until check-out. The agent checking me out apologised and could not understand how I had not been offered an upgrade when I checked in around 6pm the previous day.
My arrival today was fairly early, around 1pm and the room as not ready. Asked to wait in the bar, I did until 3pm – the normal check-in time. The room became available around 2.45 – and when I asked about the upgrade was told -‘If you do online check-in we assume that’s the room you want and so don’t move you for an upgrade’.
The Hilton app specifically says that even if you do check-in online you are still able to obtain an upgrade if one becomes available. It should say, that this applies except at the Hilton Dublin Airport. I mentioned this to the front desk, but they could not get past their rule – check-in online = room that you want.
The General Manager spoke to me about this policy and seems to have a very different view – ‘If that’s the room you’ve picked it must be the one that you want’.
My view has always been that it’s a backstop, the room I will end up with if no upgrade is available, and not some sort of preferred room that I want come hell or high water. When they used to upgrade the room type in advance, and you could search for rooms in the upgraded room type it was OK using the app as you picked rooms which included the upgrade.
So, if you’re a Diamond member, DON’T check in at the Hilton Dublin Airport on the app – it will score you no upgrade!