The Conrad Las Vegas at Resorts World issues its daily food & beverage credit at a sports bar despite 39 other options. I determined to spend every last dime.
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Daily Food and Beverage Credit
During the pandemic, Hilton Honors made changes to one of the most coveted benefits Gold and Diamond members enjoy: daily free breakfast. If the property had a lounge, it was offered there, if not, it would usually be in the hotel restaurant. However, the brand introduced the Hilton Food & Beverage credit to replace free breakfast which had become onerous on short-staffed hotels and supply issues during COVID.
Rather than a guaranteed free breakfast, the chain gives elite members $10/guest/day to spend in the designated restaurant at most brands, $25/guest/day at premium hotels like Conrad, Waldorf-Astoria, and LXR properties, and $15-18/guest/day at middle tier brands like Curio.
Determined to Spend It All
While the daily value is said to expire each day, every Hilton I have stayed at rolls the value into one combined credit and Conrad Las Vegas did this as well, a strong point for sure. If I don’t eat breakfast for two days, is it not the same benefit if I did for a big dinner later in my stay?
I was determined to spend every last dime of my credit even if it was at the Dawg House.
First things first, your $25 credit is the minimum for a seat at the Dawg House, the menu is only available online via QR code, one of my favorite holdovers from COVID.
The first night I attempted to use my credit I broke $70 with gratuity. Here’s a basket of deveiled eggs (two eggs, in fact) for $8, a club sandwich with optional truffle fries for $20, and dessert was the most overstated thing I have ever seen.
“The best damned rice krispies treat you’ve ever had – with browned butter, sea salt and white chocolate.”
That’s a rice krispie in the shape of a heart on a skewer. Brown butter? Where? Sea salt? Not on mine. White chocolate, sure, there was a drizzle over the top – but $10? And that’s $10 before all of the onerous Las Vegas fees, if you’re just ordering this and tip 20%, you’re looking at $15.
On the last night of my stay, I attended a hosted dinner, with no opportunity for food. I don’t drink so I had a choice, buy food I could take away for the long flight home in the morning or treat random people to drinks. I chose both.
Broader Issues
The benefit of a loyalty program for elite members is to entice them to stay with the brand despite a higher price, less competitive property, or location disadvantages. The benefit is meant to endear those who achieve and maintain elite status, but when a benefit is hard to receive or given with caveats, it does the opposite. That’s what the Conrad Las Vegas at Resorts World is doing. They don’t want to pay out the benefit, so they make it more difficult and less enjoyable in the hopes that guests simply won’t. But rather than becoming my first choice in Las Vegas, it has been pushed to the bottom of the list. I would have been better off at a property where they promised nothing because in this instance I was so annoyed by what they did with this benefit that it had a negative impact on my impression of the property.
That said, the fact that I could only use it in the Dawg House is insulting. The Starbucks across the hallway took $9 from me the day prior (it’s the only coffee shop on property), a slice of pepperoni grabbed another $12 from me the day before that. Neither of those were eligible.
The Dawg House was awesome to watch football games and eat pub food, but is not exactly a family restaurant – where should I bring my daughter? Why is just this one restaurant, with a $25/per seat minimum the only place I can spend my credit? Am I not more likely to return if I think about all of the restaurants that I loved like Carversteak (vendor dinner)? As expensive as the restaurants are, wouldn’t the brand benefit from me dining around rather than finding ways to spend $25/guest/day? Wouldn’t it be more likely if I was eating around the resort that I would exceed that benefit and spend more on-site?
Hilton Honors needs to find a way to enforce the rules of its program, or loyal Hilton Honors members will abandon it. Many that avoid Marriott Bonvoy for its endless caveats and exceptions to the service rules may find themselves departing Hilton as well. When a benefit is given begrudgingly, it’s worse than not giving it at all.
Conclusion
I actually like the flexibility of the new benefit, but the credit is woefully low. There’s no good reason for the Conrad Las Vegas at Resorts World to limit all Hilton food and beverage credit to this one spot when there are 39 other choices from pizza to Chinese dumplings to coffee. It’s insulting to your loyal guests and leaves a net negative impression of the property specifically if not the Hilton brand overall.
What do you think? Do you think this reflects poorly on the Conrad Las Vegas? Do you like the change? Do you think it’s generous?
My experience is very difficult to yours. None of the high end Hilton’s have rolled my daily credit forwards.
And the $25 credit often only covered an poached egg or pastry and coffee at many establishments.
To me it’s a massive step down.
The Hilton in Toronto we’re even charging Platinum elites and extra for their hot breakfast which was a first for me. “Upgrade for eggs” as heard from the breakfast server was the only phrase that I took away from my stay there sadly.
Maybe we could keep in mind that A. The food and beverage credit isn’t supposed to roll over literally ever. And B. This isn’t something that’s the front desks fault, we actually agree the fb credit is dumb (especially when it doesn’t even cover the cost of breakfast at a lower end hilton) stay at a Hampton Inn, free breakfast and a honors goodie bag
Also, my apologies I didn’t mean to respond to you directly, but to comment in general 🙂
I stayed at Conrad Midtown – $25 credit.. but only room service available for breakfast.
After tax/tip/room service charge, my coffee and eggs end up costing me $26 over the credit.
“which had become onerous on short-staffed hotels and supply issues during COVID.”
How did it become onerous on supply issues?
“If I don’t eat breakfast for two days, is it not the same benefit if I did for a big dinner later in my stay”
If you did […] for a big dinner?
“The benefit is meant to endear those who achieve and maintain elite status”
It’s to endear *themselves*/*the chain* to those…
“They don’t want to pay out the benefit, so they make it more difficult and less enjoyable in the hopes that guests simply won’t.”
Simply won’t… you’re referring to “paying it out.” Major verb disagreement here.
“The Starbucks across the hallway took $9 from me the day prior (it’s the only coffee shop on property), a slice of pepperoni grabbed another $12 from me the day before that. ”
Starbucks and a slice of pizza took money from you? Also, comma splices.
You have all week to write these three columns; I mean this with all helpfulness and sincerity: they’re unreadable.
Oh shut the hell up Grammer Nazi. Go be a stupid English teacher then. People like you should off yourself from this earth.
Wow, what is your problem? The posts from Matthew and Kyle are not comments from morons. Making the effort to proofread not only demonstrates professionalism, but also respect for their readers.
I don’t see any malice in credit’s comments (unlike yours). He’s trying to be helpful (unlike you).
Sounds like you and the grammar nazi need to check into the conrad together
Ha – fair enough, JR Brown. I just thought Drstrange’s words were a little….harsh for the situation.
Grammar Nazis: “It should be ‘…off THEMSELVES from this earth.'”
🙂
Most are actually not grammar corrections (if there were, there are many more options to choose from) but trying to make sense of things that make absolutely no sense. A normal reader would stumble and have to re-read many of these sentences because they’re just not logical.
I understood it just fine, as would the vast majority. I didn’t have to re read anything. Sure there are a few errors, but this isn’t an English paper or the NY Times, it’s a blog, and everyone knows what Matt and Kyle mean when they write these posts. You truly are making a mountain out of a mole hill. Also what did you accomplish writing all of that? Nothing other than stroking your ego on how great you are, and that you showed them. If you don’t like how they write, go to a different blog.
We’re aware of your bar for communication and just how low it is.
So expressing yourself in a logical and cogent way is confined to “English papers” and the New York Times. At least we know where you’re coming from.
Hotel breakfasts are generally overpriced for what you get. If you are not getting reimbursed by your employer, it’s hard to justify the cost, so it’s a nice convenience to get a full breakfast comped.
Hilton’s change has made Hilton much less attractive to me compared to the no-muss no-fuss breakfast I get at Hyatt and even the inconsistent Mariott Bonvoy breakfast benefit, which is generally better.
Hilton can optimize themselves for the corporate expense crowd, but they’ve made themselves was less attractive for self-pay and leisure elite travelers.
Vegas is in a league of its own and the Conrad is being mean and vindictive. Thanks for warning us away.
Honestly, I’ve had better free breakfasts at many Holiday Inn Express locations that I’ve ever had at a Hyatt or Hilton property with the exception of the Embassy Suites where the last time I stayed (pre Covid) it free made to order omelets and breakfast buffet.
+1
Makes me appreciate the way Hyatt does it all the more, except in Asia, where Elite treatment is generally better with all the major chains.
I am both Hilton Diamond and Marriott Platinum. Domestically now I have shifted mostly to Marriott unless I am getting a deal at a Hilton because as sorry as I am to say this, the Marriott breakfast benefit for all its complications is better. As hotels have reduced their benefits and kept executive lounges closed I have also increased my use of AirBnBs. AirBnB has its own complications but so far I have been very happy with many of my stays some of which were quite unique compared to staying in another hotel.
Between cheating elites out of benefits for which they are entitled, like breakfast, and eliminating upgrades, when space is available, Hilton has declared war on their best customers. Let’s not forget high prices and poor service. My employer dropped Hilton and I avoid them for personal travel as well.
Vegas is just a big con with everyone having their hand out asking for money. I went a number of times in the late 80s and 90s. I finally got turned off after the economy crashed around 2008. I visited Vegas and it was very slow and you’d think they would be appreciative of the people who did support the economy but instead everyone was asking for more. Fighting with the taxi cab cons taking you for a ride. After that experience I think I’ve been back once for a day trip as we were on a road trip.
Much of food/drink in Vegas is worse than buying stuff at a sports event.
With gambling so widespread now, I have no interest in ever visiting Vegas again.
And yeah, hotels and many other companies are just screwing people over with bogus charges and fees.
The rice Krispy treat looked repulsive. The club sandwich no prize either. Ingredients straight from the gas station. This was no benefit, more like a punishment. So sad
$10 credit doesn’t cover a breakfast at any Hilton property restaurant. Hilton simply used the pandemic as an excuse to get away with spending less on its loyal customers by removing a very nice perk.
You eat like crap. Spend it on alcohol.
I don’t drink, and this is one of my complaints about the restaurant – they have salads but it’s not exactly swimming in healthy options.
Where’s Nancy?
I take it that it’s not your first night in the dawg house?
Another problem I have with Resorts World is that if there is s a concert at Dawg House, you can not get food there, so you have absolutely no on site options to even be tricked into having a food benefit.
Hi Kyle, completely agree with your review and sentiment. Hilton in the US has lost me as a customer. Overseas is a different story. I was just at the Hilton Munich Airport which not only has a lounge available which allowed access not just for platinum but for Gold members!!! Their breakfast buffet, free for all 4 of us in the room was amazing.
In the US, it’s a different story.
You hit the nail on the head. I have diamond status and don’t use my amex any longer nor do I stay at Hilton. Fed up with the bs f and b and the poor service levels at their properties. I have voted with my feet
Wow, I had no idea Hilton made this change. Wow, 0% chance I’ll patron one of their properties, even with free Gold status thanks to Amex P lat.
The primary reason yeàrs ago chose Hiltons exclusively for my travels was the free breakfast.Not only have they ruined the benefits, half the time the credits don’t make it onto the bill. My administrative assistant has to call the Hilton Honors program at least once a month
Don’t eat breakfast. Great way to lose weight.
I never know how far to go on the petty stuff. In danang and a mango margarita is on special at 4$. Normal is $6. They brought me the normal one for $6 when I ordered the mango. Should I make a fuss? Lollllllll
Our family only stays at Hilton hotels for Dimond perks. Wow has it changed. Perks are limited and different at every establishment and some Hiltons do not even participate. 100% unimpressed last year. Our credit per day at the resort did not even cover breakfast for one guest. Why be loyal to a brand that does not treat you as such. We are reconsidering our options.
Hilton Orlando not only doesn’t roll credits over, they are very explicit that they expire at midnight. So you can’t even use them for breakfast the following morning!
One of the reasons the credit doesn’t seem to go as far is the taxes. When breakfast is free the value is reduced and no taxes are applied. With a credit the full price of the meal is charged, taxes and all, then the credit is subtracted as a form of payment.
While the new credit is more versatile, not being restricted to breakfast, it’s pathetically low.
I’ve got lifetime Diamond with Hilton and currently Diamond with IHG. One of the best things about the IHG overhaul this year is free breakfast for top tier members.
I hope to find them executives that made this decision and rob them. They deserve nothing but the worst treatment. I hate hilton for this.
We had a great deal at the Hilton resort on Waikiki. $18 pp daily. I am not a breakfast person so I got a sandwich deal with drink and chips at Wiki Wiki fo $14. My husband got his Starbucks coffee and muffin. That left plenty for an end of day snack or ice cream. I don’t believe the unused amount rolled over but they did allow us to use the credit on the day of check out rather than check in.
I always add my wife to my reservations even tho she usually isn’t with me… $15/day credit becomes $30/day.
I do the same. Whenever I travel solo, I always book the room with two people, which doubles the money allowance. Each day, I get $30, which still doesn’t cocer the cost of a meal and drinks. I’m still forced to dish outan extra $10-$15 due to taxes and tip
Agree 100% with this. I live in hotels full time and used to do IHG and was a Spire Ambassador and had personal invitations from IHG execs to attend conferences with executives and hotel owners. I left because even with 365 nights per year in their hotels, treatment was woefully inconsistent when I traveled and I would never know if I’m getting lounge access.
The key reason I moved to IHG was that consistency of knowing that even if I didn’t get an upgrade I would still get lounge access. Eliminating lounges and free breakfasts entirely has left me with nothing. I’m a Diamond member but $10/day and the possibility of a one-category upgrade is just not compelling. How does Hilton not realize this?
When traveling for business I usually care little about the meal expense however when traveling with my family the credit is useless. We’ve moved to pretty much Embassy Suites when with the kids for the breakfast. They can go crazy and then ride the glass elevators while momma and I have a few, last moments of peace while sipping coffee.
Here’s the rub – now that Hilton Gold/Diamond are available via credit card, and other programs (like Marriott) also provide free breakfast if you hold a credit card, why would anyone ever be loyal to chain just for the breakfast benefit? With Hilton and Marriott, you have your choice of millions of hotel rooms across the world. Pick the one with the best location, best layout, best service, and pick the one that serves the breakfast you want. You don’t need to be loyal. All you need to do is hold a Hilton Surpass card (Hilton Gold gets you free breakfast) or an Amex Bonvoy Brilliant card (Marriott Platinum gets you free breakfast).
Half the time the hotel doesn’t even apply the credit. Over 50% of the time if Check out on the app I notice they failed to apply the meager credit. Huge pain. The only Hilton I stay at these days is Embassy Suites. HGI has become an embarrassment
Resorts World is a CASINO first and the branded hotels 2nd. Unfortunately they have done such a piss poor job at attracting gamblers they are down to business people using the hotel like one in Rapid City for business trips.
It’s future isn’t bright and the turnover in management is remarkable. It’s a failure of epic proportions so far.
I spent a week at a Conrad in Europe with my family and as a Gold member we got full breakfast for all 4 of us (we had 2 rooms) with no questions asked.
Speaking of your daughter, how is Lucy doing? Have not seen her in a post for a while. I suppose she is a big girl now and doesn’t want the attention! Hope she and the rest of your family are well and thanks for all your posts.
First off, if you want your breakfast to be free; and for that matter don’t want to pay any parking or resort type fees, then choose to stay at a limited service hotel.
Secondly, Full service hotels and resorts always have these charges. When I read comments like “I’m a Platinum member or I’m a Diamond member, “ what I really hear is “I want something free, I feel entitled to whine until I get free stuff. I have a right to treat hotel employees like crap until I get what I want free”. And you even blast the hotels and employees on social media, knowing it’s a lie, even after they give you free stuff. I always look for hotels that meet my needs and price range I’m willing to pay. I find that showing respect at check in, employees are willing to go that extra mile for me. I don’t ask for free stuff, so it’s a nice treat when they do offer something complimentary.
Sorry Gio, it’s not the point. Respect for every person, whoever being you boss or serving you, should be a basic rule. But the matter here is that for a very long time, if you were loyal enough to reach a certain tier membership, you’d get some interesting perks such like free full breakfast, which otherwise was pretty expensive in certain top class hotels. Now, outside US it still is the same, but inside US the daily credit is way far from being enough to cover breakfast and prices became even higher.. the quality of the perk is significantly lower, it’s just a matter of fact..
Please preach! As an employee for a well know brand I deal with this everyday. Just be nice at check in and you will get anything, if possible. Don’t just come to the desk and the first thing you say: I’m platinum/Diamond member was my room complimentary upgraded? Or say: I’ve traveled all over the world and this service is the worst. If you start that way, I would purposely give you a crappy room or tell you upgrades are not available. JUST BE NICE PLEASE!
As a visually challenged person, menus with QR codes have been a nightmare for me. More often than not, the software used for the menus is not accessible-friendly such that they can’t be magnified, don’t work with the phone’s screen reader etc, its a paint to connect to the WiFi of the location (I don’t have this issue but people who don’t have international roaming and come to the USA do) etc.
Stayed at Hilton in Flagstaff. Nice hotel but they told us the bar was closed when everybody was drinking and still ordering, and then a huge sign on the elevator promised free breakfast, but we apparently were no longer worthy since we spent our points. Bought a coffee and probably should not even have done that
My free breakfast as an IHG One Rewards Diamond member was really good this morning!
You can’t compare a Hilton property breakfast credit at a Las Vegas resort to other non Vegas properties. Vegas is a beast within itself.
We have been as happy with the Hilton credit as we have with the Marriott credit. I can tell you about the breakfast (as well as drinks and afternoon tea) that is available at the Conrad Bali. It was amazing!!! Same goes for the breakfast at the Waldorf in Amsterdam. The list keeps going.
Yes, it would be nice if they offered it at more restaurants. They don’t. But let’s not say that is representative of all Hilton’s!
The Vegas Hilton had a nice breakfast buffet years ago,I liked it too because it was fairly quiet.You need to expand more,like Arizona Charlie’s,great food at giveaway prices,like old Vegas.C`Mon $12 for a slice of pizza,it’s not the money,just no “I won’t participate in this BS”!
I have stopped staying at Hilton’s because of this system, which is a complete insult.
I don’t want to do math in the morning.
I don’t want to hunt for the one restaurant that takes the coupon in the morning.
I don’t want to pay ridiculous prices so they can charge me additional costs.
Bye bye Hilton. You have not been missed at al.
Completely agree. I’ve already cancelled my Surpass card and I will be cancelling my Aspire card shortly (unless I receive a compelling retention offer). The food credit never covers the full amount of breakfast. And in fact, we usually go over the credit amount by 100% or more. Also, suite upgrades are non-existent. Diamond status is just nothing to get excited about, let alone shift your business to Hilton.
Sloppy much?
I determined to spend every last dime.
…. is it not the same benefit if I did for a big dinner later in my stay?
Find the rest yourself.
I attended a hosted dinner, with no opportunity for food.
Huh what? Dinner. No food?
Shoot the host.
No comprende.
I stayed at the Oceana LXR Santa Monica for two nights. I was told that’s a $50 food credit per day for two guests at the time of check-in. When I got the full bill I contacted Hilton customer service and they opened a case. Hilton closed the case in their favor as Oceana is claiming that the food credit does not apply to room service. Now I’m disputing the charge with Amex.