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Tag: hilton

  • Hilton Guest Discovers Crystal Meth in Room

    Hilton Guest Discovers Crystal Meth in Room

    A guest at a Hilton property made a discovery that’s sure to raise more than a few eyebrows – and possibly the blood pressure of hotel management and guests alike. Tucked away under the iron, of all places, was crystal meth. Yes, you read that correctly. Not the remnants of the last guest’s room service or a forgotten sock, but methamphetamine.

    I found Meth under the iron in my Hilton. Does this mean I get upgraded to Crystal status?
    by inHilton

    Now, while the poster joked as to whether this unexpected find qualifies them for an upgrade to “Crystal” status, let’s not gloss over the gravity of the situation. This isn’t just a case of poor housekeeping or a forgotten item; it’s a very serious health hazard and a safety risk. The very idea that the iron in the room could have been used to heat crystal meth is alarming. While I’m no expert on the consumption methods of meth (other than that there’s often a heat source involved, and admittedly I don’t know if an in-room iron would be hot enough), the thought alone raises significant concerns about the contamination of the room. Meth residue can linger on surfaces and in the air, posing serious health risks. The process to make a former meth lab safe for habitation again is extensive and costly, often involving a partial or complete gutting of the building that once housed the meth lab.

    Moreover, there’s the unnerving possibility of the previous occupant – or their acquaintances – attempting to reclaim their forgotten stash. The implications for the current guest’s safety are deeply troubling. Imagine the scenario: you’re enjoying what you thought would be a peaceful stay, and the previous guest breaks into your room in the middle of the night to retrieve their drugs. They notice you, and bad things happen.

    This incident is reflective of a broader issue that I’ve touched on before: the decline of the Hilton brand, particularly in the U.S. Housekeeping and maintenance standards seem to be slipping, and not just in the form of minor oversights. Crystal meth left in a hotel room isn’t just an oversight; it’s a glaring red flag that signals a need for immediate and sweeping action.

    Chris Nassetta, Hilton’s CEO, needs to take this incident as a wake-up call. It’s high time for a chain-wide review of housekeeping and security procedures, with a keen focus on ensuring something like this never happens again. While this is a new low for Hilton, this incident should not be seen as just an isolated event, but as a symptom of larger systemic issues within the brand’s operations in the U.S.

  • Hilton Potentially Experiencing Major System Outage, Check-Ins Affected

    Hilton Potentially Experiencing Major System Outage, Check-Ins Affected

    In a day already marred by technical mishaps, with Microsoft’s Azure cloud causing a nationwide ground stop for Frontier Airlines, it appears the tech gremlins weren’t done just yet. This time, the hospitality giant Hilton found itself in the crosshairs of technological turmoil, potentially affecting guests chainwide and complicating the check-in process – a scenario that’s enough to fray the nerves of even the most seasoned traveler.

    Reports began surfacing on Reddit, where a user by the name FuzzelFox shared an intriguing and somewhat alarming experience. According to the post, multiple Hilton property computers simultaneously suffered the dreaded “blue screen of death,” a term that sends shivers down the spine of anyone who relies on technology for their day-to-day operations. The issue wasn’t isolated, as it seemed to ripple across the street to another property, hinting at a larger, possibly systemic problem. The immediate suspicion? A rogue update dispatched across Hilton’s IT infrastructure with less-than-desirable results.

    Did anyone else's computers just crash?
    byu/FuzzelFox inHilton

    Amidst the chaos of rebooting PCs and guests waiting to check in, another piece of the puzzle emerged. Crowdstrike, known for its endpoint security solutions and widely adopted in various enterprise environments, rolled out a bad update today that is allegedly causing blue screens across many different companies – not just Hilton.

    Many Windows 10 machines blue screening, stuck at recovery
    byu/Sorryboss insysadmin

    Hilton has yet to release any official statement on the matter, but my educated guess here is that Hilton is likely a customer of Crowdstrike (edit: a commenter on the original Reddit post indicated this is indeed the case), and likely has the Crowdstrike endpoint security agent deployed to their front desk computers. As that software “checks in” with Crowdstrike’s cloud and pulls down updates, bad things are going to happen.

    Imagine, if you will, the added frustration for travelers who, after facing delays and cancellations courtesy of the earlier Frontier Airlines debacle, find themselves unable to check into their hotel rooms. If anyone is checking into a Hilton property tonight, we’d love to hear from you.

  • Hyatt Dumps SLH, Hilton Picks Up The Pieces?

    Hyatt Dumps SLH, Hilton Picks Up The Pieces?

    The past year has been rough for Hyatt on the partnership front. First MGM dumped Hyatt for Marriott. And the losses continue…

    Hyatt has just confirmed that it will end its partnership with Small Luxury Hotels (SLH) in the near future, while Hilton simultaneously announced a new partnership with the group of boutique and luxury properties. This is a huge loss for Hyatt loyalists, who could use their points and enjoy elite benefits at over 300 SLH hotels around the world. Some of these hotels were truly aspirational, such as the Grand Hotel Victoria in Lake Como, Italy, or the Calala Island resort on a private island in Nicaragua.

    At this time, World of Hyatt members can still book participating SLH Hotels on Hyatt’s booking channels, and nothing changes as of now for existing World of Hyatt member reservations. More information on the end of this relationship will be shared with guests and members in the coming months.

    Quote from Hyatt spokesperson (ht The Points Guy)

    The writing has been on the wall for some time that Hyatt and SLH would eventually break it off, especially with Hyatt’s acquisition of similar platform Mr & Mrs Smith (causing the company to cut ties with IHG), and now last month’s announcement of SLH’s new partnership with Capital One Travel. This alone seemed like an odd partnership, given SLH is undoubtedly a premium travel brand, and “premium” usually isn’t what comes to mind when we think about Capital One or their target audience (though admittedly they do seem to be trying with the Venture X?).

    But Hilton!?! I’ve written ad nauseam about the decline of what was once one of my favorite travel brands. Pre-COVID, I was all-in on Hilton, but the brand’s standards declined to the point where I switched to Hyatt and never looked back. The quality delta between Hilton and Hyatt, at least domestically, is tough to overstate. It really seems like Hilton has given up on competing with Marriott and Hyatt, and has instead decided to go duke it out with Wyndham, Choice, and Radisson, much like a struggling NCAA team moving to a lesser conference where they can easily beat the crap out of their new rivals.

    Hyatt says that it will focus on integrating more hotels from Mr & Mrs Smith, after announcing last year that the platform would be integrated into World of Hyatt in “early 2024.” However, the Mr & Mrs Smith portfolio is much smaller than SLH, and the integration has been very slow and limited so far. Hyatt also says that nothing changes for existing reservations at SLH hotels, but it’s unclear how long the partnership will last and when the last date to book will be. It’s worth noting that SLH has a standard set of on-property benefits for bookings through World of Hyatt, and Hyatt tier status is not otherwise honored; presumably, Mr & Mrs Smith will honor the full range of tier benefits.

    On the other hand, this is a great opportunity for Hilton to expand its luxury footprint, which currently consists of brands like Conrad, Waldorf Astoria, and LXR. Hilton says that it will add more than 200 SLH hotels to its portfolio, and that Hilton Honors members will be able to earn and redeem points, as well as enjoy elite benefits, at these hotels (unlike when they were partnered with Hyatt). This could make Hilton points much more valuable, especially if they price SLH hotels at reasonable rates and don’t exclude them from using free night certificates. Maybe I won’t need to cancel my Hilton Surpass Card after all?

    However, there are still many unknowns about the Hilton-SLH partnership, such as when it will start, how it will work, and what benefits will be offered. Hilton says that it will share more details soon, but I’m not holding my breath.

    What do you think of this news? Are you excited or disappointed by the changes?

  • American Express “Refreshes” the Hilton Honors Aspire Card, Removes Key Benefits

    American Express “Refreshes” the Hilton Honors Aspire Card, Removes Key Benefits

    Today, we’re diving into the recent changes to the Hilton Honors Aspire Card from American Express. Unfortunately, I have to start by saying that these changes are, overall, less than thrilling, especially when we consider the devaluation of Hilton Honors Diamond status in recent years.

    Annual Fee Hike
    First up, the annual fee has undergone a substantial “refresh,” but it’s not the kind we typically celebrate. It’s shooting up from $450 to $550, marking a whopping $100 increase. This increase is already in effect for new applicants, and existing cardmembers will start feeling the pain from renewals on or after February 1, 2024.

    Priority Pass Lounge Access, Gone
    Perhaps the most significant loss with this refresh is the removal of Priority Pass membership. If you enrolled or renewed your Priority Pass membership before January 31, 2023, it’s valid until January 31, 2024. For those who did so between February 1, 2023, and January 31, 2024, your membership extends until October 31, 2024. Lounge access is a key feature many seek in a premium card, and it’s quite disappointing to see it go at this price point. Comparing this to its competition, the Marriott Bonvoy Brilliant card, also from AmEx, still offers Priority Pass membership. When consumers are paying $500+ a year for a credit card, they tend to expect some form of lounge access. Admittedly, just like Hilton’s domestic properties, Priority Pass lounges within the U.S. just aren’t up to par with the competition; regardless, Priority Pass is about the lowest common denominator of most $500+ cards, so seeing even that getting the axe is very disappointing.

    Resort Credit Expansion, with a Catch
    On the bright side, the resort credit has nearly doubled in size, going from $250 to $400. But, here’s the catch – it’s gotten more difficult to use, as it’s now split into two parts: $200 for January-June and another $200 for July-December. I hear Hilton’s resorts have really good towels, so there’s that.

    Changes in Airline Credits
    Starting on January 1, 2024, the card will no longer include the $250 airline incidental fee credit. Instead, it’s replaced by a $50 quarterly airfare statement credit, which you can already utilize for eligible flight purchases made directly with an airline or through amextravel.com. While this change doesn’t bode well for many, there are a couple of silver linings. You can use this credit with various airlines throughout the year, and it now seems to cover airfare, not just incidental fees.

    Extra Free Night Reward – at a Cost
    Cardholders now have the opportunity to earn a third annual free night reward, in addition to the ones upon renewal and after spending $60,000 in a calendar year. However, the opportunity cost of spending that much money on the Aspire card is quite substantial. The return on basic spend isn’t exactly anything to write home about; I value Hilton Honors points at around 0.5 cpp (cents per point), meaning at 3x for non-bonus spend, you’re pulling about 1.5% in return. Unless you’re finding redemptions with serious outsize value (likely international + using 5th night free), chances are even your local credit union’s cashback card provides a similar return, and we’d venture to guess they don’t charge $550 a year for it.

    CLEAR Plus Membership Credit
    This card offers a CLEAR Plus membership credit of up to $189 a year, enough to cover the annual membership for one person. It’s a nice perk but not groundbreaking, as several cards offer similar benefits. While CLEAR Plus can be useful at times and it’s nice to have options, oftentimes the standard TSA PreCheck line is shorter, and you’ll still need a PreCheck or Global Entry membership to avoid taking off your shoes or removing laptops and liquids. I do have a CLEAR Plus membership, as my AmEx Platinum includes it as a benefit. However, I wouldn’t get a card solely just to have CLEAR, nor would I spend my own money on a membership.

    Emerald Club Executive Status
    Like the Surpass Card, which also underwent a refresh, the Hilton Honors Aspire Card now comes with Emerald Club Executive status with National Car Rental. It’s a decent perk, but it’s likely a duplicate benefit for many of us, as many credit cards already offer this perk. You’ll get upgraded to a better rental car, usually an SUV. At airport locations with an Emerald Aisle, you’ll have more choices. That’s about it.

    New Design, Transition to Metal
    The Aspire card is getting a fresh makeover, shedding its old plastic attire for a sleek, new metal design. The previous blue and purple design left much to be desired, making this shift a small yet appreciated change.

    New Mobile Phone Protection
    There’s new mobile phone protection for cardmembers. You can get reimbursed for the repair or theft of a device, up to $800 per claim, when the wireless bill for the specific cellphone line is paid using the Hilton Aspire card. Keep in mind there’s a limit of two approved claims within a 12-month period, and each claim carries a $50 deductible. This benefit could be of limited utility, given some U.S. mobile carriers’ reluctance to accept credit card payments.

    Hilton Honors Diamond Status
    The card still includes complimentary Hilton Honors Diamond Status, and that’s a perk that’s remained constant. However, Hilton has been steadily devaluing this status, making it less of a standout feature. During the pandemic, Hilton gave the axe to some key Diamond benefits, like free breakfast at domestic properties and late checkout. It’s worth considering this before grabbing the card solely for Diamond status, unless you’re heavily into international travel where Diamond status still holds some value.

    No “Waterfall” Language – Yet
    AmEx is spreading its “waterfall” lifetime language to various card families, though Hilton cards have managed to escape unscathed, at least for now. However, it’s prudent to be strategic when it comes to the order and timing of your credit card applications, as the impact on Hilton cards may not be far off.

    Bottom Line
    All in all, it’s a tough sell to justify the higher annual fee with arguably fewer worthwhile perks. Unless I were just a die-hard Hilton loyalist, I’d be canceling the card if it were me. It’s essential to assess and evaluate what aligns best with your own travel habits and preferences. If you do decide to cancel the card, don’t forget to inquire about a retention offer to potentially squeeze out one more year of value.

  • Changes to the Hilton Honors Surpass Card: a Mixed Bag

    Changes to the Hilton Honors Surpass Card: a Mixed Bag

    Big news for fans of Hilton Honors and American Express – the Hilton Honors Surpass Card has recently undergone some significant changes. Some of these updates are positive, while others may leave you wondering if it’s still the right card for you. Let’s dive into the details.

    Annual Fee Increase; Quarterly Credits Added

    First up, the annual fee on the Surpass Card has seen a notable increase, jumping from $95 to $150. While this might seem like a step in the wrong direction, there’s a silver lining. AmEx is offsetting this fee hike with a $50 quarterly Hilton statement credit, which can be a boon for those who frequently do revenue stays at Hilton properties.

    Saying Goodbye to Priority Pass

    One significant change that might disappoint some cardholders is the removal of Priority Pass as a card benefit. Previously, you could enjoy up to 10 Priority Pass visits per year, with the option to purchase additional visits for $35 each. While many of us have a Priority Pass from other cards, a second Priority Pass could be used to bring additional guests into a lounge, extend your time at Minute Suites, or burn your one free annual visit to the Chase Sapphire Lounge network. It’s worth noting that the card’s big brother, the Aspire Card, has also lost Priority Pass access. This was one of the most economical ways for a points & miles beginner to dip their toes into lounge access for a low cost of entry, so it’s sad to see this removed. Notably, this was the only U.S. card from a major bank to offer a limited Priority Pass subscription.

    Exciting Welcome Offer

    Now, let’s talk about the good news. The Hilton Honors Surpass Card has launched its best-ever welcome offer. Earn a whopping 170,000 Hilton Honors points after spending $3,000 in the first six months. Keep in mind that the once-in-a-lifetime rule applies, and AmEx has been on a roll adding “waterfall” language to other card families, so make sure you time your application strategically.

    Earning Potential and Point Valuations

    The card has also upped its game when it comes to earning points. You’ll now earn 12x points on Hilton purchases, 6x points on U.S. restaurant, supermarket, and gas station purchases, and 4x points on U.S. online retail purchases. However, it’s worth noting that the value of Hilton points is relatively low (I value them around 0.5 cpp), which makes the 4x earning on online retail purchases less appealing when compared to other cards like the Chase Freedom Unlimited – even without a bonus category. Personal valuations vary, but it’s something to consider.

    National Car Rental Emerald Club Executive Status

    The Surpass Card has also thrown in National Car Rental Emerald Club Executive status as a new benefit. While it’s a nice addition, it’s worth mentioning that several other credit cards also offer this perk, especially if you’re already carrying something like the AmEx Platinum.

    Aesthetic Upgrade

    One thing that’s not just about numbers and benefits is the new card design. Let’s be fair; the new look is a welcome change and a visual upgrade from the previous design. The odd blue/purple design never did much for me, but the new design is vaguely reminiscent of the Marriott Bonvoy cards (in a good way).

    Elite Status and Spending Thresholds

    For those looking for elite status benefits, the Surpass Card offers Gold status for being a cardmember and an upgrade to Diamond status if you spend $40,000 on the card in a calendar year. Keep in mind that Diamonds aren’t promised suite upgrades or guaranteed late check-out. Additionally, spending $15,000 on the card in a year will earn you a free night certificate, which is a nice bonus.

    My Change in Perception

    Now, I have a nostalgic connection to this card as it was my very first travel rewards credit card and my gateway into the points and miles game. I still keep the card to this day, primarily to anchor my Average Age of Accounts, but its value to me has shifted over time, and it’s been largely relegated to my sock drawer.

    I used to champion the Surpass as one of the best starter cards for beginners – admittedly this was a rather contrarian opinion, but one I stood by at the time. It offered mid-tier elite benefits at Hilton properties (including breakfast at every single property which is no longer a benefit domestically), a substantial number of Hilton points, and a respectable return on everyday spending. Unfortunately, the landscape has changed, with Hilton cutting back on elite benefits and domestic service quality taking a hit. And while the earn rates remain the same, we’ve seen fewer good stackable promotions from Hilton, and the points have been devalued to the point where I wouldn’t actively chase after them anymore.

    Who Should Consider the Surpass Card?

    Despite the changes, the Hilton Honors Surpass Card still has a place for certain groups of people. If you already have Priority Pass through another card and will genuinely use the quarterly $50 Hilton credits, it’s worth considering. Also, if you can take advantage of the fantastic new signup bonus, it might be the right card for you.

    The Hilton Honors Surpass Card has evolved. Whether it’s a better fit for your wallet depends on your travel habits, elite status preferences, and how you plan to maximize the new benefits. The landscape of travel rewards cards is continually changing, so doing your research and staying informed is key to making the best choices for your wallet.

  • Spark by Hilton: A Motel by Any Other Name?

    Spark by Hilton: A Motel by Any Other Name?

    Hilton has just thrown open the doors to the first member of its new Spark by Hilton brand, and boy, oh boy, does it leave us with some questions. Say hello to the Spark by Hilton Mystic Groton in Mystic, CT, a place that, at first glance, looks like a questionable roadside motel with a fresh coat of paint. And that’s no optical illusion – this property used to go by the name “Days Inn by Wyndham Mystic.” While Hilton seems to have slapped on a new (and might I add, less than appealing) paint job and spruced up a few areas, let’s not get carried away. It’s akin to slapping lipstick on a pig.

    Spark by Hilton is Hilton’s newest addition to its roster of economy brands. Following rivals Marriott and Hyatt amid these uncertain economic times, Hilton’s leaping into the lower-tier market, and it’s diving in headfirst. Perhaps a bit too headfirst, given the dubious “charm” of this Mystic property. Spark seems dead-set on converting old motels into something that, at best, competes with the likes of Motel 6 and Howard Johnson. Conversion-only brands rarely produce anything that’s, well, truly worth staying in, and Spark’s no exception. The writing on the wall suggests that this is a brand that’s more in line with your typical motel next to an interstate and a Denny’s than midscale joints like Hampton Inn or Hyatt Place.

    What do you get when you shack up at Spark? The usual amenities you’d expect from a low-tier Hilton brand – complimentary breakfast that might make you wish you’d just gone out to eat locally instead, free Wi-Fi, a 24-hour market stocked with life’s essentials, simple furniture that’s functional but hardly Instagram-worthy, and an open closet – which, let’s be honest, the fewer nooks and crannies in a hotel likely to have hit-or-miss housekeeping, the better. We just hope the towels are good.

    While Hilton’s Spark by Hilton brand enters the economy hotel segment, competitors like Hyatt and Marriott have introduced their own low-tier brands. Hyatt’s new brand Hyatt Studios focuses exclusively on new-build properties, potentially addressing their weaknesses in the select-service space, and allowing them to expand to markets they otherwise may not have served. Marriott’s StudioRes appears geared towards extended stay travelers who want amenities like a full kitchen. These moves may make a lot more sense than simply taking old Wyndham motels and giving them a fresh coat of paint.

    But here’s the real head-scratcher. Are we witnessing a subtle shift in Hilton’s grand strategy? It’s no secret that domestic Hilton properties took a nosedive in quality, especially when compared to heavy-hitters like Hyatt and Marriott during the pandemic. Could it be that Hilton’s given up on trying to duke it out with the big boys and is slowly realigning itself to take on Wyndham and Choice Hotels? With Spark, they’ve effectively rolled out a motel brand that, well, looks like it belongs in Wyndham’s stable more than Hilton’s.

    So, there you have it, folks. Spark by Hilton has entered the chat, and it seems like they’re setting their sights on the motels rather than the Marriotts of the world. Let’s just hope the rest of the Spark properties have a bit more shine.

  • Hilton CEO Thinks Towels Are Guests’ Top Concern

    Hilton CEO Thinks Towels Are Guests’ Top Concern

    Hilton’s fearless leader, Chris Nassetta, recently took the stage at the Fast Company Innovation Festival in the bustling heart of New York City. What pearls of wisdom did he drop for the eager audience? Brace yourselves; it’s about towels.

    Yes, you read that right. Nassetta declared that the number one gripe among Hilton guests isn’t subpar breakfasts, noisy neighbors, gutted elite benefits, or rooms that could use a visit from the cleaning fairy. Nope, it’s the towels. Apparently, Hilton’s CEO believes that towels are the key to world-class hospitality. Well, color me surprised.

    In his discussion on Hilton’s “back-to-basics hospitality,” Nassetta shared his profound insight that even with all the fancy amenities and tech-savvy gadgets, guests will walk away disappointed if their basic needs aren’t met. Revolutionary, right? He goes on to explain, “The really important big trend is the same old, same old, which is people—what you guys want. You want it done maniacally well, consistently, with high quality, and in a friendly way.” Well, Chris, the only thing you’re doing “maniacally well” is selling guests on your competitors’ programs.

    Now, before we dive headfirst into Nassetta’s fascinating revelation, let’s take a moment to reflect. It seems that Nassetta might be living in some parallel universe where Hilton’s service matches his rhetoric. Or perhaps Mr. Nassetta hasn’t had the pleasure of staying in one of his own hotels recently.

    While Nassetta’s emphasis on getting the basics right is commendable, Hilton has fallen behind the competition in delivering on this promise, especially since the pandemic struck. Even Marriott, a brand notorious for questionable customer service following the implementation of the Bonvoy program in 2019, seems to outshine Hilton in terms of providing good service. Disillusioned Marriott loyalists have even turned “Bonvoy” into a verb! Yet, Hilton somehow manages to lag even further behind.

    It’s a classic case of talking the talk but not walking the walk. Many domestic Hilton properties have suffered from deferred maintenance and lax housekeeping under Nassetta’s leadership, resulting in rooms that are far from pristine. The decline in customer service quality at Hilton over the past few years has been disheartening; while it’s true that their competitors have also declined in this arena since the pandemic, it seems to be especially pronounced at Hilton.

    But hey, credit where it’s due: the towels have been quite nice during my last few Hilton stays, and there’s been no shortage of them. So, there’s that. While Nassetta might think that towels are the crux of the matter, it’s high time Hilton focuses on more than just fluffy white linens and works on nailing all the basics.

  • What’s the Deal With Hilton & Late Check-Out? My Bizarre Experience

    What’s the Deal With Hilton & Late Check-Out? My Bizarre Experience

    As the world reopened from COVID-induced shutdowns, my hotel loyalty has largely shifted away from Hilton, a chain I once held in high regard. Having transitioned most of my business to World of Hyatt and keeping Marriott Bonvoy as my backup program, I allowed my Hilton Honors Diamond status to lapse, though I still maintain Gold status through AmEx (offered on cards like the AmEx Platinum and Hilton Honors Surpass Card). A large driver of this is the huge deterioration in service, including (but not limited to) changes in benefits such as upgrades, breakfast, and late check-out.

    While the Hilton Honors program is iconic, having even been a centerpiece in the movie Up in The Air, gone are the days where the benefits are competitive amid rival programs. While Hilton Honors was never the best, pre-pandemic, it at least used to have some unique strengths. A points & miles beginner could grab a Surpass card for $95 and, considering the modest annual fee, extract a ton of value and benefits out of it. Nobody is rationally expecting pre-COVID standards of service to ever return – if you haven’t seen the popular 2009 movie since the pandemic, go re-watch it now and think about how ancient and distant times like that seem. However, competitors like Hyatt, Marriott, and IHG seem to have coalesced around a permanent “new normal,” while Hilton seems to be stuck in late 2021.

    However, my recent experiences have uncovered another aspect of Hilton’s service that has taken a turn for the worse—their stance on late check-out. During the pandemic, Hilton quietly removed late check-out from its list of published benefits, even for Diamond members. Hilton’s website now provides a vague statement: “Policies vary by location. Visit the hotel’s website to find out whether late check-out is available and if fees apply.” (Interestingly, I’ve yet to find an individual Hilton property that spells out their policy online.)

    This means that even Hilton’s highest-tier elite members are left at the mercy of individual franchisees when it comes to late check-out. In the pre-pandemic era, securing a late check-out at any Hilton property was usually relatively easy, even for those without elite status (though to be sure, even in the good ol’ days, they were still relatively stingy on how late that checkout could be). Now, it often requires persistence, and at times, it’s simply denied.

    What sets Hilton apart, and not in a good way, is that it’s now the only one among the four major hotel chains that does not offer late check-out as a published benefit to at least mid-tier elite members. Marriott Bonvoy offers Gold Elite members a 2pm check-out, subject to availability. World of Hyatt extends this privilege to even entry-level Discoverist status members. Higher-tier members with Marriott and Hyatt can get 4pm, and Marriott Ambassador members can get even later! Surprisingly, IHG, a brand not typically associated with robust program benefits, offers a 2pm checkout to everyone who signs up for their complimentary IHG One Rewards program, regardless of elite status or lack thereof. Meanwhile, Hilton officially offers nothing.

    My most recent encounter at a Hilton Garden Inn property is a telling example of this shift in policy. While one might temper expectations at a select-service brand like HGI, there’s still a basic level of service one expects from the Hilton brand – and outright denial of my late check-out would have been a better experience than the very bizarre runaround I was given at this property.

    The day before check-out, I politely approached the front desk to inquire about a late check-out, only to be met with hostility from the front desk agent (really, all the staff at this property were borderline hostile for some reason), insisting that I check back in the morning. The front desk agent mumbled some nonsense about needing to check occupancy factors; meanwhile, this same hotel had ended breakfast early that day with no notice due to… wait for it… low occupancy factors! I had a late night ahead of me, and my intention was to sleep in the following morning; waking up early to engage with the front desk defeated the purpose here.

    On the morning of my departure, I called the front desk to request a 2pm check-out. After some back-and-forth with an uncooperative agent, we met halfway and agreed on 1pm. However, it didn’t end there. Housekeeping knocked on my door a full 25 minutes before the published check-out time of 11am. Though it’s not unusual to receive such knocks during a late check-out scenario, I’ve never had this happen prior to the hotel’s published check-out time. When I explained the situation to the housekeeper, she replied that the front desk relayed to her that the room across the hall had a 1pm check-out, but not me; strangely, that room had a sign on the door warning not to enter, as an ozone machine was in use (likely to remove tobacco odors from a previous guest). When I politely pointed out to the housekeeper that room in question likely wasn’t occupied at all, she relented.

    Just when I thought the experience couldn’t get any more bizarre, at 12:40 (20 minutes prior to the agreed check-out time), the in-room phone rang. It was the front desk, inquiring if I intended to pay for another night, since I hadn’t yet vacated my room. While I’m not 100% sure, the voice on the other end sounded very similar to that of the individual I had spoken to earlier about securing the late check-out. This was quite a bizarre experience, and frankly, I’d have been left with a better taste in my mouth had they just outright refused my request vs. giving me the runaround I was given.

    All in all, my recent encounters have left me wondering about Hilton’s changing attitude towards late check-out. In a world where its competitors are extending this courtesy even to entry-level elite members (or in IHG’s case, anyone who takes 60 seconds to register for their free rewards program), Hilton’s silence on the matter is deafening. As a brand that once prided itself on elite benefits, Hilton appears to be falling behind in the race for customer satisfaction and loyalty. And if late check-out is something that’s important to you, you might just consider taking your business elsewhere.