Mike Sigers spends a lot of hotel nights at Hampton Inns across the nation. His co-workers do too. He’s spent so much time there that he’s made it to the top level of their loyalty program, Diamond level VIP.
But he’s discovered that, no matter now much loyalty he shows Hampton Inn, he still doesn’t receive a guaranteed room rate. This means that people who have done less business with Hampton Inns frequently get better rates than he does.
Perhaps just as disturbing, twice he’s e-mailed Hiton (parent of Hampton Innn) including his Diamond VIP representative to ask about this and to date he’s received no answer.
There are two points business people should be aware of here. First, while I can understand that rates can fluctuate from area to area depending upon competition, someone who is as loyal as Mike is, should be guaranteed one of the lowest, if not the lowest, rates around. He’s overheard people who do not belong to Hampton Inn’s loyalty program receive lower rates than he was given. Where’s the love there, Hampton Inn? Do you consider loyalty a one-way street?
Second, two e-mails in 13 days and no response from Hilton’s customer service people? That’s just BAD customer service. Double bad to someone who’s as loyal as Mike is.
Bad form, Hampton Inn!
Hey, Mike. Time to check out Fairfield Inn!
From a customer perspective, first, let me remind businesses that loyalty works both ways. Second, notice that Mike has now taken his complaint to the blogosphere. I’m not the first to post about it, Maria at Customers Are Always, has picked it up, as well.