Hilton Archives | Nicholas Kralev

Hilton tries hard to lose my business

When it comes to elite status downgrades, the landing can be either hard or soft, and each company in the travel industry has its own rules. Hilton’s harsh and inflexible policy has just made it easier for me to defect — a move I’ve been contemplating for more than a year.

I have previously written columns critical of Hilton HHonors, the hotel chain’s loyalty program. I haven’t enjoyed it, because I like the person in charge of the program — Jeff Diskin, senior vice president for global customer marketing at Hilton Worldwide. However, Hilton HHonors has lost much of its competitiveness in recent years…

Hilton or Starwood? Not even a close call

How do you decide which hotel to choose in the city you are visiting if you want to redeem your points for a free night? I had to make that decision this month, and unlike in many similar situations, it wasn’t even a close call.

I usually start with the chains where I have top elite status — Hilton HHonors and Starwood. Hilton’s Diamond benefits are inferior to Starwood’s Platinum perks — Hilton doesn’t give you suite upgrades and free Internet. The only advantage with Hilton is that award stays count toward elite status, which is rather significant in my book…

Travel companies teach customer-service lessons

One of the biggest misconceptions about the travel industry is that it offers the worst customer service around. In fact, in the last couple of years, airline and hotel companies have achieved significant improvements, and it would be wise for other businesses to watch and learn.

Regular readers of this column can testify that I’m no apologist for the travel sector — I try to point out both good and bad practices, though the criticism may sometimes outweigh the praise. But I get angry when I read or hear in the media that airlines are synonymous with bad customer service…

Hilton embraces ‘games-players’

It’s no secret in the hotel loyalty business that Hilton HHonors has been probably the least creative and attractive among the major programs in recent years. Fortunately, its management has recognized that weakness and begun to address it, albeit cautiously.

While competitors such as Starwood, which includes the Sheraton, Westin and other brands, and to a lesser extent the InterContinental Hotel Groups Priority Club, came up with various promotions quarter after quarter, Hilton’s strategy seemed heavily reliant on name-recognition and reputation…

Interview with Hilton VP Jeff Diskin

Nicholas Kralev talks to Jeff Diskin, senior vice president for global customer marketing at Hilton Worldwide, about the company’s loyalty program, Hilton HHonors.

Free hotel Internet for elites slowly becomes the norm

Another domino in the hotel fees game has began falling. Three of the world’s largest chains — Starwood, Marriott and Hyatt — now offer free Internet access to their elite members. Another two, however — InterContinental and Hilton — are holding out. For how long?

Like most frequent travelers, who are usually also elite members of various loyalty programs, I’ve become accustomed to free hotel perks, such as breakfast, room upgrades and lounge access. At the same time, I’ve oddly got used to paying Internet fees that are sometimes higher for one day than my monthly charge at home, and for speed several times lower…

Hilton, InterContinental cross swords

Fierce competition in the hospitality business is nothing new, but last week one of the world’s largest hotel companies took the game to a new level with a bold move aimed at enticing customers of a major competitor.

The InterContinental Hotels Group took advantage of many frequent travelers’ anger with Hilton Worldwide for devaluing its loyalty program, HHonors, last month and offered them bonus points if they also have an account with InterContinental’s scheme, Priority Club. As I reported in November, Hilton decided to increase the number of points required for “award” stays at many of its hotels…

Donate miles or money to Haiti?

Are airlines and hotel companies trying to benefit from charity donations to Haiti? When you donate miles or points, how do they decide into how many dollars your contribution converts? Should they be more generous than they are?

Every major U.S. carrier and hotel chain is offering the members of its loyalty program to redeem points in support of earthquake relief operations in Haiti, which was almost totally devastated earlier this month. For many Americans who may be short on cash but have thousands of points in various accounts, that is a rather attractive option…

Hilton devalues its loyalty program

Elite members of Hilton HHonors, the hotel chain’s loyalty scheme, have been puzzled for years by its sliding competitiveness. Now the company’s management has stunned them by devaluing the program even more at a time when the industry desperately needs frequent travelers.

Beginning in January, you will need about 25 percent more points on average to book a free night at a Hilton chain hotel, including Conrad, Doubletree and Embassy Suites. That is the combined effect of increased redemption requirements and raised “award” categories of many properties…

Will cost-cutting trim elite hotel perks?

Do you still find having top elite hotel status worthwhile? Are you worried that cost-cutting might take away some of the benefits that make you stay loyal to your preferred chain?

The management of those loyalty programs desperately wants you to believe that, despite the hard times in the travel industry, the perks you’ve become used to aren’t going away. After all, the last thing they want in this difficult economic environment is to lose their best customers. As if they needed a reminder of the dire business climate, the latest figures for the week that ended Aug. 22 showed that U.S. hotel occupancy fell more than 7 percent to about 60 percent compared to the same period last year…