Category Archives for Hotels.
The hotel claims to have reduced their energy use by around 40%. They pocket those cost savings, and those savings are supposed to pay back subsidized loans – and they make money on the difference. So why are they imposing a fee, through drip-pricing, to charge guests for it – and mislead them about the program?
The lesson here seems to be, if you’re going to pull out a wizard wand and brandish it in a threatening manner, be sure to cast a protection spell first
The Westin Houston Medical Center adds a ‘sustainability fee’ onto guest bills. You’re supposed to accept a hidden add-on, that turns out to be a charge for building maintenance, because it’s impolite to question anything framed as ‘for the environment’.
Marriott did what they said they would do – limit the carnage in the first year, in much the same way they over-indexed Bonvoy value when the program first launched (they waited to add a higher tier category and launch peak and off peak pricing, even though they announced it as their plan).
The playbook is ‘announce a negative change but wait to fully implement it’ so everyone looks at the new program and says “great!” or “not so bad!” before it gets worse. We should believe Marriott when they say next year will be worse!
Hilton is offering double points on one and two night stays, and triple points on stays of three or more nights, May 2 – September 5, 2022. Registration required and you should do that now.
There’s no minimum stay required and the bonus applies to your first stay, so there’s no nonsense like only bonusing you starting with your second or third stay.
Ritz-Carlton Reserve is finally joining Marriott Bonvoy. While Ritz-Carlton has been part of the program, the 5 ‘Reserve’ properties have not. That has now changed.
Elite benefits, and redemption pricing, are different than you’ll find elsewhere in the program.
IHG launched new elite benefits that include free breakfast for Diamonds, confirmed suite upgrades (as a choice benefit, starting at just 20 nights!), and club lounge access (another choice benefit).
There was just one problem I flagged. Not all benefits apply on award stays. The program changes are an improvement for everyone, to be sure, but not for everyone equally. And IHG One Rewards is addressing this.
While this new program is much more rewarding for chain loyalists, whether at 20 nights a year or 70, they haven’t applied these improvements consistently to treat reward nights rewardingly, so they aren’t yet treating members who earn benefits as valued when they’re cashing in their hard-earned points. Hopefully IHG will see this as a weakness and address and improve it. Terms and conditions matter when expecting hotels to comply, or addressing non-compliance with customer service. If this isn’t what the program intended, they’ll update the terms and conditions of these benefits accordingly.
IHG Rewards is now IHG One Rewards with a whole new set of elite benefits to go with the introduction of a new top elite tier, Diamond. I spoke with IHG’s Senior Vice President of Global Loyalty and Partnerships, Heather Balsley, both about the vision for the changes and the to get into the weeds about how new benefits will work.
In theory new elite benefits are better than Hilton’s, and some guests will prefer them over Marriott’s, but how valuable they are depends on the properties members stay at and how well those hotels deliver on promises.
Jeff Bezos says the biggest mistake businesses make is not focusing most on what customers want. However Marriott’s CEO – who says workers make too much money and guests need to have more sympathy for hotel ownership groups – says his chain needs to modify brand standards to “consider franchisee feedback and..focus on reducing costs.”
Two hoteliers and hospitality consultants are pushing back, making the case that the hotel industry is living a big lie.
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 »
