Category Archives for Hotels.
A guest approved for a 1 p.m. Diamond checkout says housekeeping repeatedly entered his room before noon and the front desk refused to verify the extension. The hotel then called police, who removed him and issued a 30-day ban.
A reader was upgraded to the Presidential Suite at the Hilton Branson Convention Center — and found a 13-year old mattress that’s well outside the brand’s own standards. Photos he shared also showed maintenance issues and worn furnishings, raising basic questions about quality control at a full-service Hilton.
A reader staying at the Holiday Inn Oklahoma City Airport says he found what appeared to be mouse droppings near the vending machines and asked the hotel to cancel an upcoming prepaid reservation. The property refused, and IHG backed the decision, telling him that prepaid terms still apply. That leaves the guest stuck with a stay he no longer feels comfortable taking—an example of how non-refundable rates offer little protection when a hotel’s condition doesn’t match what the brand advertises.
Hilton is rolling out a major Honors overhaul in 2026, and I can confirm the key changes: a new Diamond Reserve tier with confirmed upgrades and guaranteed late checkout, lower requirements for Gold and Diamond, and the end of rollover nights.
Some hotel guests are learning that even towels aren’t safe from surveillance. RFID chips are now embedded in linens to track inventory — and one hotel warns guests they could face fines of up to $17,000 for taking them.
Marriott’s newest brand, City Express, gives old hotels a second life — two shades of gray, a yellow stripe, and a new sign. Here’s how the company is re-branding entire properties with little more than paint, signage, and breakfast.
A reader who stayed at a Hyatt property reports finding DRIFT bulk soap on housekeeping carts while the bottles mounted in their guest room displayed Jonathan Adler branding. The hotel advertises Jonathan Adler as its standard amenity, raising questions about whether the in-room bottles are being refilled with a different product.
Barry Sternlicht has brought the Starwood name back — and now its largest brand, 1 Hotels, has relaunched its loyalty program. The return of Starwood sparks plenty of nostalgia, but the new approach looks very different from the SPG era. Here’s what’s changing and what members can expect.
A former hotel manager turned flight attendant says there are two things she’ll never touch in any hotel room: the in-room coffee maker and those refillable shower dispensers. Here’s why — and what you should do instead.
Marriott abruptly ended its partnership with Sonder, forcing guests with confirmed reservations to leave their rooms the same day. Some customers have received 40,000 Marriott points as a goodwill gesture — a small consolation after being evicted from stays Marriott had confirmed.
Gary Leff is one of the foremost experts in the field of miles, points, and frequent business travel -- a topic he has covered since 2002.
Co-founder of frequent flyer community InsideFlyer.com, emcee of the Freddie Awards, and named one of the "World's Top Travel Experts" by Conde' Nast Traveler (2010-Present) Gary has been a guest on most major news media, profiled in several top print publications, and published broadly on the topic of consumer loyalty. More About Gary »
