It’s our core mission here on Loyalty Lobby to keep the programs honest, so I’m always surprised how certain “loyalty” schemes turn out so horrible in a certain niche compared to competitors, in this case, Hilton Honors.
Hilton offers the least guaranteed benefits of the major hotel loyalty programs and I start to wonder why people continue to put up with that.
We always have to remember that by staying at these branded hotels, we usually pay a premium over other options that would be readily available but aren’t associated with a big brand.
When comparing all the programs of the big chains there are certain standard benefits that you always get when reaching a mid or especially a top-tier level, one of them is a guaranteed late checkout yet Hilton has still not found it to be necessary to update the Hilton Honors program with that benefit.
While Hilton offers an unspecified late checkout in the benefit list, it doesn’t prescribe a specific timeframe, and it’s also “upon availability” only.
We have previously covered this topic here on LoyaltyLobby as well:
Does Hilton Honors Offer Late Check Out Benefit For Elite Members?
There is also a lackluster approach when it comes to room upgrades, even though Hilton finally reacted some time ago and added suites to be eligible for Diamond members to be upgraded to.
Reader Question: What To Book As Hilton Diamond To Get Suite Upgrades?
But the late checkout is really my biggest beef with Hilton Honors, and for some reason, it’s always Japan that presents a problem here, most recently at the Hilton properties in Osaka, Narita, and just yesterday at the Hilton Tokyo.
Let’s have a look at the benefits the program offers once again:
Late check is not mentioned on any Honors tier level of this chart as a benefit.
Late Check-Out is mentioned on the FAQs:
Can I get a late check-out?
Policies vary by location. Visit the hotel’s website to find out whether late check-out is available and if fees apply.
And also briefly in the Hilton Honors terms and conditions:
Late Check-Out: Must be requested and is subject to availability.
It is also listed as member benefit on the Mobile App:
Hilton basically guarantees, your guessed it right, nothing in terms of the late checkout option.
I consider the Big Four chains of hotels as
- Hyatt
- Hilton
- IHG
- Marriott
These chains (and others) usually have an elite-specific structure, such as:
- Diamond (Top Tier) member = 4 PM
- Gold (Mid Tier) member = 3 PM
- Silver (Low Tier) member = 2 PM
Hyatt & Marriott guarantees these late checkouts, IHG guarantees it to 4 PM for Ambassador Members at IC properties but only offers up to 2 PM for Diamond Elites and “upon availability” at other properties. Hilton doesn’t give any timeframe, and it’s “upon availability” only. No guarantees, no matter what tier.
I was once again reminded of that when I checked in at the Hilton Tokyo for one night, and not only didn’t they have a “real” upgrade (an Executive Room is basically the same room with Club Access, that’s NOT an upgrade for a Diamond) but they also didn’t offer a late check-out. Then when I pushed for it, they offered 1 PM.
At that point, I was already ready to walk and reserve the Hyatt Regency next door, which I wanted to avoid this time. The front desk manager eventually agreed to a 2:30 PM checkout time, and he also “found” a Junior Suite to upgrade to. Not sure why this was so difficult, how many people check in at this hotel on a Sunday? Not many, and there are A LOT of rooms available for today to book.
It’s simply a matter of policy and willingness set by the management of these Hilton Hotels, and the problem is that Hilton Honors doesn’t deem it necessary to be competitive with the other companies to offer a firm time for their Elites as Late Checkout time. No matter if this time would be 2 PM, 3 PM, or 4 PM.
I like Hilton Honors for the promotions throughout the year and the accessibility of the Diamond Desk via email, but the benefits are really lacking.
Conclusion
Usually, it’s no problem to request a late checkout at Hotels, even many Hilton properties readily agree to offer Elite members to stay longer in their rooms, but they have been difficult in Japan lately (well, forever really), and it’s starting to bug me. I didn’t have many problems with Conrad hotels in Japan, but Hiltons are a real pain to deal with.
Why doesn’t Hilton Honors finally implement a firm late checkout benefit for their Gold and Diamond members? Of course, Hilton has decided to basically make the Diamond tier level available for anyone in the U.S. who wants to apply and pay $450 for a credit card. Gold has always been extremely easy to obtain as well, either through fast tracks or credit card benefits.
The bottom line is that Hilton Honors is not competitive with its peer programs when it comes to such a hard benefit. I didn’t like when they discontinued the “Diamond Force / Guarantee” for award stays which was a perk I often used. And when you have a stay where late checkout is vital, Hilton simply can’t be counted on.
These chain hotels all charge a premium for being brand associated, without hard benefits for being top-tier elite I’d rather reconsider spending a lot of money with that chain, and this particular issue is one reason why I have always extended my Hyatt Diamond / Globalist because if push comes to shove, that’s the strongest status to come through for you.
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May 21, 2023 at 12:16PM
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Is Hilton Honors The Worst Of The Big Four Loyalty Programs When It Comes To Benefits? - LoyaltyLobby
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