Hotel Rewards Programs–Who Gets My Business and Who Doesn’t

Posted: 29/09/2014 in Uncategorized

I’ve hopefully concluded a 3-month contretemps with Choice Privileges. I redeemed some points back in June for an Amazon gift card. I waited the requisite 4 weeks–no card. I called and got the run-around, but was advised to wait 4 more weeks to be certain, and someone would follow up. It never happened. I finally called back again (waiting about 6 more weeks), got a bit more of a deflection, but finally, they agreed to reissue my points. However, they were quite grudging about it. “We’ve decided to reissue your points,” said the rep, “but only if you understand that this is a one-time only courtesy on our part, and that if you do use those points for a gift card that never arrives, we will not re-issue them again.” No thanks to me for being a customer. Nothing.

I told him that while I knew it wasn’t his fault personally, his script was terrible, and he needed to let his supervisor know that. A better response would be: “Ms. Andromache, we are sorry about the loss of your points and gift card. We are re-issuing you the gift card, now that we’ve investigated the missing points, and you’ll receive a tracking number so it won’t get lost. Our company policy is that unfortunately, we are not responsible for any losses in the mail, and I regret that it happened. I hope this card arrives with no problems. Again, we apologize for the inconvenience and appreciate your patience resolving this issue. We look forward to your next stay with us at a Choice hotel property.”

So, that’s a second hotel chain knocked off my list. I used to LOVE Holiday Inn Express…until they botched a very important reservation, where it was not just me involved, but a group of about half a dozen people, with no remorse, no apology, and no concern shown. I haven’t stayed at one of their properties in almost five years now. (The manager would not return my phone calls, and some poor desk clerk tried his best to help–it was the manager who incurred my wrath when she lied and said she’d talked to me and resolved the situation when I went higher up. That was nasty icing on the cake).

I’ve had the best luck with Hilton and Marriott properties for ‘regular’ travel (hello, I can’t afford to stay at Omni or Fairmont too often, both of which were amazing)–and both the Marriott and Hilton loyalty programs have thus far earned me rooms in some very nice places. Returning from a long trip a few years ago, a Marriott employee went out of her way in rural West Virginia to help us when my son got suddenly very ill; she contacted a local drug store and got us numbers for the emergency clinic, making sure we had ice brought to our room, and was just a genuinely nice person (it was one of the worst cases of strep throat the PA said she’d ever seen when we got to the clinic the next morning). Hilton/Hampton employees were particularly nice after the death of my father and during the settling of his estate. We got to know each other quite well since I was there for about a week. (I also need to say that the one time I did have a special need/request, it was honored, even if it was a bit odd–no feathers).

I probably should have been more polite to the poor guy on the phone (I didn’t yell; I just told him I thought their resolution wasn’t particularly customer friendly)–I realize this is beyond his control. But–his tone had no empathy; rather, it was perfunctory and blunt. Again, there wasn’t a single variation of “I’m sorry for the inconvenience.” Even if didn’t make any real difference in relation to the missing card, it would have been nice to hear. His script was more to the tune of “I have to reiterate to this lady that if a second card goes missing, there’s nothing further we can do.” I do think there is a way to say both–or at least sound like you are sincere. So–for the price of a $50 gift card, they’ve permanently lost me as a customer. Because I travel so much, people often ask me for my opinion on hotel chains. Wonder if he/they realized that I will be passing on their lack of customer empathy to all those friends and co-workers who ask me where I stay on my travels….Bazinga!

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