When a hotel dishonors a reservation, because they’ve sold out the property to a group, I’ve done well negotiating terms for myself that leave me better off – usually a better room somewhere else and free stay. One reader wondered whether this was the hotel giving me better treatment because of my voice here on the blog, but I don’t think so. Plenty of others have the same experience, though it varies by hotel brand.
And, generally speaking, I don’t get better treatment because of this blog when I travel. Indeed, it’s obvious by the frequency with which I have problematic stays and flights, that even if executives somewhere wanted to treat me better the execution on the ground just isn’t there. I have only been recognized for the blog on-property at hotels 3 times in the 23 years I’ve been writing it. Oddly all of those were in 2016 and I don’t believe it’s happened in the last 8+ years.
- The St. Regis Abu Dhabi sent me a cake with this blog’s logo on it in 2016.
- The W Doha printed out sheets of paper with my face inserted into images, creating some memes from the blog (but then gave me a lesser upgrade than most elites reported there at the time). This was also in 2016.
- The Park Hyatt Vendome in Paris had me wait for the ‘marketing manager’ to come out to meet me at check-in, while denying me any upgrade over the room that I booked, quoting me an upgrade fee.
I just stayed for the second time at Park Hyatt St. Kitts. My last stay generated a trip report that is #1 on Google for ‘park hyatt st. kitts review’ and that did not generate any special treatment. So as a general matter I suspect most hotels are only capable of special treatment if you ask for it, waving ‘influencer’ in their face or offering some sort of quid pro quo?
When I made ConciergeKey at American Airlines, some readers decided it was clearly because of the blog, when it was because of the December 2021 SimplyMiles haul and the move to counting activity from all sources towards status. Everyone else who’d earned as many miles from the promotion as I did received ConciergeKey as well. And there were more than a few ripples inside American over my being a ConciergeKey – I am not always the most popular figure there.
In fact, the idea that I’d somehow get better treatment rather than worse treatment is itself interesting. I am generally not well-liked at senior levels over at Delta and United, either (and Marriott for that matter!). And how have I never received a letter telling me that I – and my descendants – are banned from Hertz?
Airlines don’t have an easy time getting special treatment from frontline staff, outside of their special services programs like ConciergeKey, Global Services, and Delta 360 (and many United Global Services members say even there the treatment isn’t very special). And hotel chains might try, but too many hotels are franchised.
One chain once compiled a list of upcoming blogger stays, hoping to get the hotels where they’d be staying to give them an improved experience and generate buzz. I had stays on that list – which I know because, while the list didn’t result in better treatment, the chain accidentally sent the list to someone at The Points Guy. Oops. The truth is they’re just not good enough at this to deliver special treatment!
The funny thing is that while hotels and airlines don’t recognize me, often check-in agents and flight attendants will. I’ve had many approach me on board to talk about things they’d read on this blog. And hotel guests do, too, especially at elite-heavy, aspirational point redemption hotels. I think I’ve had folks say hello at breakfast every morning whenever I’ve stayed at the Andaz Maui, and on one stay at the Park Hyatt Maldives (with its just 50 rooms) five different couples introduced themselves. That’s always fun!
Of course, I want to experience travel the same way everyone else does, or at least the same way everyone else who travels as frequently, with the same levels of loyalty program status, does. So unlike many ‘influencers’ I’m not prompting airlines or hotel chains and asking for special consideration because of the blog. And when I do receive something of value from a travel provider (beyond a sandwich in a conference room during a meeting) I make sure to donate its value to charity.
UA GS indeed isn’t really anything special. Ditto NH Diamond. Hyatt Concierge Card used to be amazing though
Ruth Reichel then the restaurant critic for the NYT once famously wrote a review of a NY restaurant that had two parts on the same page — one of her experience when she was recognized by front of house staff (“The King of Spain is waiting in the bar, but your table is ready.”) and another when she was in one of her NJ schlep disguises and was seated next to the kitchen door and was overall treated pretty shabbily.
5 couples recognized you in the Maldives? That sucks. The Maldives is where people go to get away.
I’m always astonished when I receive something nice from a travel provider. It’s gotta be nearly impossible to convey a customer’s status from the executive level to the frontline agents. The exception is Hilton, Hilton manages to treat me like a Queen at all of their properties. It’s interesting that ‘nobody else’ seems to have figured this out. And the more welcomed and coddled I feel, the more Hilton properties I book … in spite of their increasingly outrageous HH redemption rates!
@Gary: You are right about hotels getting recognition wrong. I can’t count the number of times I’ve booked a room as “Gary Leff” only to not be offered my upgrade to a suite or free breakfast. It is infuriating.
The New York Times is one of the few outlets whose travel and dining reviews/stories can be trusted because they prohibit their reporters and freelance writers from identifying themselves, accepting special treatment, etc. I’m sure there are some freelancers who push the line, but generally I think it’s trustworthy.
I don’t think the same can be said for Zach Griff at TPG, whose last name might as well be Grifter, or most of the YouTube content creators. Especially when they arrange early access to film the cabin or get inside the cockpit.
A friend of mine is a travel blogger. She contributes to one of the leading guidebooks and also does some freelance work for magazines on top of her blog. Her blog isn’t one of the most well-read but apparently it’s enough for her to get 2-3 free trips every month to destinations. The local tourist office, chamber of commerce, or convention and visitor bureau pay all her expenses. Airfare, hotel, rental car/taxis, meals, excursions, etc. She says half the hotels she gets booked into can’t even be recommended. She seldom gets an upgrade and most of the time doesn’t even get a welcome amenity.
You have to be fairly incompetent as a hotel marketing or PR director not to provide an elevated experience when your hotel partners with the local tourist office, chamber of commerce, or convention and visitor bureau to host a travel writer. Like not giving that person a suite or a bottle of champagne is malpractice, even if they turn it down. Likewise, you would think the big chains would have the loyalty program accounts of major writers and bloggers, like Gary Leff, flagged so that someone is notified about every upcoming reservation. I’m beginning to think that they don’t have that capability.
Interesting. Thanks for sharing.
Perhaps if you wore a name tag including details into who you are and what you do and how important you are than perhaps you might receive a breakfast coupon (for 20% off or something) these days but hotels and resorts have gotten so cheap today now haven’t they? What a shame!
You’re a VIP in my book, Gary. Keep up the great work and continue traveling regardless!
As a UG Gold, I do all my flying across the pond and live in Malta. All my flying is with LH. They have never done anything “special” for me. On the other hand, every LH employee I have come in contact with has treated me very well and with respect. Is anything else really required?
Ok, one time one of the FA’s in First gave me exactly what I asked for. On the flight from Singapore, I looked over all the items on the breakfast menu, and asked her to make me scrambled eggs, lox and onions. Delicious.
Gary, I love your site and your insight. However, I’m a firm believer that if one TRULY wants to remain objective when providing feedback or reviews of any service, one must remain COMPLETELY ANONYMOUS. IMO (though it’s too late now) you should use a pseudonym on your blogs and NEVER display his picture. For that reason I no longer fully trust your reviews (not unlike many on TikTok). This article gives the appearance that you have lowered yourself to the level of a TikTok influencer who wants to blackmail establishments with the threat of a bad review! I was a “Secret Shopper” for over 10 years as a side gig, where the most important rule was NEVER let yourself be known. Again, just one guy’s opinion.
@David – Genuinely don’t know how you get that, considering the point here is that in 23 years of writing the site I can only identify 3 instances (all 9 years ago) where I was flagged and received some sort of different treatment. And in those cases the different treatment was weird and not really better. But where I do receive something of value from a brand I make sure to donate its value to charity.
Since I’m not primarily a reviewer it doesn’t make sense for me to write anonymously. I also never intended the site to become big, I started it under my own name one weekend on a lark and for a long time didn’t have many readers! I take bold stands at times (and am a bit too autistic to know or predict what brands think most of the time) so I think it makes sense to do under my own name.
But think of me what you will 🙂
This all started on a lark?! AND he’s an autist. It’s settled: Gary is the G.O.A.T. (greatest of all travelers). Respect!
I had a job that required frequent trips to the UK. As a result I was a Hilton Diamond member. Once I used points to stay at the Glasgow Hilton, and they upgraded me to the executive floor, also for free. The lounge had very nice nibbles for breakfast and cocktail hour. It also had an open bar with Glenlivet 15 year old, of which I took full advantage… A memorable stay.
I’d take being disliked by Delta and Marriott as a badge of pride these days since they’ve become so intensely antagonistic to their own loyalty members.
Gary – You are not primarily a reviewer????
Wow. Did you find a way slow down time to hold other employment? That is impressive.
We should be clear that airline and hotel perks are a “gift” not a right or an obligation by the provider. The airlines and hotels have an obligation to their shareholders and investors to generate a profit. They can snd should try to sell premium services to customers willing to pay BEFORE giving them away at no charge. Upgrades are nice but they are not obligated to provide them.
This article sounds sadly like there is a feeling of entitlement.
@David Read. “This article sounds sadly like there is a feeling of entitlement.” That’s not my take on the article. Just the opposite.
@The Shelts – this has never been my full-time job..
2 out of 3 times of recognition happened with Starwood!
As an American FA, it’s my goal to recognize each one of our CK and EP customers by name when they are traveling in main cabin and sincerely thank them for their business; but it is my absolute pleasure to extend the same kindness and high level of service to the grandmother, the first time flyer, the passenger in 36E who paid for his ticket out of his hard earned money on a low salary — In essence I try to treat everyone as a welcome friend at a cocktail party in my home.
As a lower end frequent traveler it is nice to be recognized and acknowledged, however, I don’t expect it. One of the more interesting ones was a bartender at the Delta Club on D concourse in ATL. I came dragging in at the end of a long day, walked up to the bar. His cheerful greeting and “would you like your usual”? Blew me away. There are a fraction of customer facing representatives in the business that get it. When I find a property or place that has these people, I will reward them and be back for repeat business. I have found they can be anywhere from a McDonald’s to a high end resort.
You hit the nail on the head with “too many locations are franchised”. Most large corps from hotels to airlines have outsourced and third-partied large portions of their operations to de-leverage and de-risk. This includes rewards programs. This handcuffs frontline workers because they no longer have authority to upgrade or just don’t care because it’s handled by some other arms-length company. They can also go “oh we’d love to help you but our rewards program is run by X, a separate business”.
When you spend a great deal of time complaining about the service at Marriott, United and Delta, or share stories of others complaining about the service, they aren’t going to like you very much. “Gary Leff? Oh, here’s our elevator-adjacent, dumpster-view room. Enjoy!”