This year, Hilton launched a partnership with Small Luxury Hotels of the World. The company previously had an agreement with Hyatt, which ended when Hyatt acquired Mr & Mrs Smith Hotels.
There are currently 606 SLH hotels, of which 404 have decided to partner with Hilton. SLH hotels are all independent and have decided to affiliate with SLH and later with Hilton through SLH.
You can access SLH here and Hilton here.
READ MORE: Hilton Honors Rate & Bonus Points Offers
A LoyaltyLobby reader alerted me to a TripAdvisor review of Flemings Mayfair Hotel in London, which received a headshaking response from the hotel’s General Manager.
TripAdvisor Review (not left by a reader):
I believe that the partial issue here is that Hilton has not been very clear in its communication about what level of benefits Honors members can expect when staying at these SLH hotels:
- Member: Guaranteed Member Discount, Complimentary Standard Wi-Fi, Complimentary Late Checkout, Bottled Water/Hydration per stay, No Resort Fees on Reward Stays
- Silver: 20% Elite Tier Bonus, 5th Standard Reward Night Free, All “Member” benefits
- Gold: 80% Elite Tier Bonus, Complimentary Breakfast (for two guests), Space-available Upgrades, 5th Standard Reward Night Free, All “Member” benefits
- Diamond: 100% Elite Tier Bonus, Complimentary Breakfast (for two guests), Space-available upgrades, 5th Standard Reward Night Free, All “Member” benefits
I was also in touch with this hotel to see what they state that the Hilton Diamond benefits are:
The Hilton Dimond member benefits are complimentary continental breakfast, early arrival, late departure, room upgrade are subject to availability.
In order to get Hilton membership benefits you must book through a Hilton platform.
Should you require any further information, please do not hesitate to contact us.
Kind Regards,
REMOVED
Reservations Assistant
Flemings Mayfair TripAdvisor Response:
This response from Flemings Mayfair and Mr. Henrik Muehle shows all the characteristics of how property should absolutely NOT respond.
The hotel and the GM come through as dismissive and hating bookings coming through Holton and Diamond members.
Mr. Henrik Muehle started by stating, “I don’t normally comment on TripAdvisor,” but then let out everything you shouldn’t do publicly.
Hilton & SLH Integration Coverage:
Hilton & Small Luxury Hotels of the World Exclusively Partnership
Hilton Is Readying For Small Luxury Hotels Of The World Launch (Not Worthwhile To Most
Hilton & Small Luxury Hotels of the World (SLH) Partnership Launch & Honors Elite Benefits
Hilton Rolls Out More SLH Hotels Into Its Reservations Platform
Hilton & Small Luxury Hotels Of The World (SLH) Full Roll Out
Hilton Adds 102 Additional Small Luxury Hotels Of The World On Its Platform On September 17, 2024
Hilton Updates Honors T&Cs Of Its Small Luxury Hotels Of The World (SLH) Partnership
Conclusion
I believe that Hilton does a disservice to members and these hotels when it pollutes rate searches for any given city with these SLH hotels and does not clearly mark them as only partially participating in the Hilton Honors guest loyalty program.
They must also “steal” bookings from Hilton branded hotels due to how they are displayed on the rate search, and the correct way to display them is like what IHG and Hyatt have both done with similar affiliated hotels, is to have them at the end of the rate search.
The response from Henrik Muehle proves that this person is in the wrong line of business if they are incapable of leaving a proper response for guest feedback. Mr. Muehle is incapable of not showing disdain towards this guest and Hilton, and he advises similar guests to book a Hilton hotel the next time.
Perhaps Mr. Muehle should remove Flemings Mayfair Hotel from Hilton distribution altogether, as this is not the correct way to handle guests who come through that channel.
However, Mr. Muehle’s response essentially proves that all guests should stay away from this hotel. If the GM is this hot-headed and incapable of dealing with critical guest feedback, he is in the wrong line of business.
What have been your experiences at SLH hotels? Please comment below.
