INDUSTRY WATCH

Hotel Reward Clubs Get Personal

Hotel reward clubs are focusing on perks customized to please every guest--starting at check-in

(Justin Steele)

A few months ago, I had to go to the Big Island of Hawaii for a last-minute assignment. I called the Fairmont Orchid to book a room for that evening. When the reservation agent asked for my President's Club number, I told her I wasn't a member. After all, I'm rarely lucky enough to stay in such luxurious digs, and I assumed there was an annual fee or some other requirement. The agent informed me that the lowest of Fairmont's three-tier memberships is complimentary, adding, "There are several in-hotel benefits available on your first stay after enrolling."

In two minutes I was enrolled. The agent then asked, "Now what room item preferences would you like?" Preferences? The agent explained that I could opt for down or foam pillows, and either a lightweight comforter or a heavy bedspread. I could also have a half-dozen beach towels in my room, she said--that way, I wouldn't have to grab one at the pool every time I hit the beach. All of my selections were in place when I arrived later that day.

I've since learned that it's pretty much always a good idea to sign up for a hotel's rewards program--even if you're not planning on staying with the chain more than once. Most programs are free and easy to join, and the perks begin during your first visit. Members of programs from major hotel companies like Hilton, Starwood, and Marriott have access to express check-in and checkout, a daily newspaper delivered to their rooms, late checkout, and a choice of pillow and bed types. In addition to the usual extras, Hyatt Gold Passport members can use the gym for free and cash checks of up to $250 per stay. Fairmont members receive free high-speed Internet connections and, though I didn't have the chance to take the company up on it during my assignment on the Big Island, a complimentary shoe shine. Even economy-brand programs have their perks: Red Roof Inn's RediCard members are allowed to pay by check and to fax five pages at no charge, and a free USA Today arrives daily.

In the hopes of differentiating their programs from others, hotel executives have been stepping up with bonuses that are increasingly personalized. Wyndham's ByRequest program boasts 2.6 million members, each of whom fills out a preference form when joining. Wyndham then tailors rooms to guests' specifications, including their choice of newspaper and pillow. All members also receive gifts on arrival: bottled water, a snack, and a beverage--depending on the guest's requests, that might mean Diet Coke and peanut M&Ms or fresh fruit and a small bottle of chardonnay. It may seem obvious to travelers, but when Wyndham was creating the program, it consulted focus groups and market research to find out that guests want "to be remembered with customized service, like foam pillows in their rooms if they're allergic to feathers," says Kevin Rupert, Wyndham's vice president of marketing and strategy. "Others want a snack and drink waiting for them."

To varying degrees, many rewards clubs now let guests customize their stay. Hilton HHonors members choose in advance which bonus gift they'd prefer--either two bottles of water, free breakfast at the hotel restaurant, or 750 extra points. With the Marriott Rewards program, members who request so can always stay on the ground floor (or a high floor) and in a room with a refrigerator. Marriott hotel personnel are also trained to note members' habits in their files; as a result, guests sometimes receive extra towels without having to ask.

Omni Hotels, which operates 40 luxury properties in North America, keeps a profile of preferences for each of its 500,000 Select Guest members. Among other benefits, members receive two complimentary beverages--their choice, of course--every morning while staying in the hotel. In September, Omni inaugurated a Sensational Wednesdays program, with weekly giveaways for members of its Select Guest club. So far the gifts have included the semiliquid chocolate Lava Bar, Archive aromatherapy soap, and Worry Stones, which you hold and rub for relaxation. The gifts may not exactly be personalized, but members sure aren't complaining.

Check out the perks

Fairmont President's Club Your choice of down or foam pillows, free shoe shine

Hilton HHonors Pick a gift: free breakfast, two bottles of water, or 750 bonus points

Hyatt Gold Passport Free use of the gym, late checkout, checks of up to $250 cashed

Marriott Rewards In-room refrigerator, express check-in, choice of pillows

Omni Select Guest Turndown service, two free morning beverages, special gifts like chocolate and aromatherapy soap

Red Roof Inn RediCard Fax five pages for free, OK to pay by check, free newspaper

Wyndham ByRequest Handwritten welcome note, choice of snack (candy, fruit, cookies) and beverage (beer, wine, soda)

Note:This story was accurate when it was published. Please be sure to confirm all rates and details directly with the companies in question before planning your trip.
 
Follow Us!

Booking Tool

Check Current Prices

  1. Hotels
  2. Flights
  3. Cars
  4. Cruises

Choose Sites

Choose Sites

Choose Sites

Choose Sites

Travel Tips

Tagged
Packing
381289

If you know you'll be cooking while on vacation, bring along small amounts of the spices you need for your favorite recipes. You'll save by not buying large containers of spices.

— Joan Phillips
Tagged
Hotels
453344

If you take an overnight flight to Europe and early check-in at your hotel isn't an option, ask the concierge if you can store your luggage until later in the day and use the hotel gym's shower. You'll be refreshed and ready for sightseeing. Pack toiletries and a change of clothes in your carry-on.

— Brian Huseman
Tagged
Air Travel
375266

For long overnight flights, pack a dry washcloth in a Ziploc bag in your carry-on. Before landing, ask the flight attendant for a cup of hot (not boiling) water. Carefully pour the water into the Ziploc bag and then wipe your face and hands with the steaming cloth. It's like a portable sauna!

— Henrietta Scarlett Ober
Tagged
Hotels
432327

On my first trip to Cancun, I noticed that my hotel room had a damp, musty odor. The next time I went, I brought two plug-in air fresheners: one for the bedroom and one for the bathroom. This helped tremendously. It was a pleasure to walk in and have a fresh-smelling room. Just make sure you have an adapter, if you need one.

— Anita Rivera
Tagged
Air Travel
379255

If you're stranded overnight at an airport and receive a "distress rate" voucher, call the hotel of your choice before blindly following the airline's suggestion. You may find that for that discounted rate (or a few bucks more) you can stay in a hotel with a lot more amenities than the one the airline would put you in. After a long, mishap-filled trip, anyone can appreciate a really good mattress, a top-notch restaurant, and an indoor swimming pool.

— Carlos Martinez
Tagged
Hotels
427322

When I'm packing to leave a hotel room, I turn the bedding down to the foot of the bed so that the white sheets are facing up. This way, items placed on the bed are clearly visible. I once left a camera behind because I couldn't see it against a very dark bedspread.

— Fran Schaak
Tagged
Cruises
395336

The couple of hangers provided on cruise ships aren't enough for weeklong trips. So I save wire hangers from the dry cleaner and slip a few into our suitcases while packing. I then leave them behind for the next passenger.

— Wendy Maloney
Tagged
Planning
376250

If you're packing a lunch to eat later in the day, freeze a 16-ounce water bottle and pack it, along with yogurt, cottage cheese, a ham sandwich, or whatever in a light- weight, insulated bag. Your snacks will remain cold, and you can drink the water.

— Jackie McGraw
Tagged
Car Rentals
360265

I've saved lots of money using AAA. In addition to providing excellent roadside services (help with stalled cars, lost keys, etc.), most AAA chapters offer discounted tickets to Disney World and a preferred parking pass that enables you to grab specially designated spots near the entrances. It's a dollar saver, and you don't have to walk far or take the trolley in the parks!

— Judy Small
Tagged
Hotels
451328

Even if you're staying at a standard resort hotel, take advantage of the day passes sold by many all-inclusive resorts (i.e., the right to use their facilities--such as swimming pools and beach chairs--and enjoy their meals for a day). The passes are primarily designed for cruise passengers on day trips but can be obtained by anyone for very little money. For persons staying in a less-expensive, no-frills hotel, it can give you the experience of a larger, more extensive resort for a day or two.

— Mandy Vieregg
Tagged
Packing
484613

Every year, I get address labels from numerous charitable organizations. I keep them with me when traveling because it's the quickest way to provide my address to new friends, enter prize drawings at shops, sign guest books, etc. It's not only efficient; it can also help spread the word about worthwhile charities.

— Carole Wilk
Tagged
Hotels
417344

When I'm on the road, I often have to use the hotel iron before heading out to business meetings. But getting water into the iron can be a hassle--most irons won't fit under the sink faucet, and using a glass to pour water into the tiny hole is nearly impossible without spilling everywhere. There's an easy solution: Use the carafe from the coffee maker. Just be sure the carafe is clean, or you could end up with coffee stains on your clothes.

— Paul Schnebelen
Tagged
Packing
375244

Use the shoeshine mitt often found in hotel bath- rooms to store your sunglasses. They fit nicely inside the pouch, and when you take them out, you have a soft material to clean them with. For extra protection while traveling, I store my sunglasses inside the shoe-shine mitt, fold the end closed, and then place it in my glasses case.

— Dan Coviello
Tagged
Planning
364249

Don't be too quick to grab one of those GST tax-rebate envelopes that are everywhere in Canadian airports. The envelopes look official, but they're really from companies that process the request for you and often pocket 15 percent or more. Instead, go to the Canada Revenue Agency Web site (cra-arc.gc.ca), download the Application for Visitor Tax Refund, and then file the request yourself. Your check will arrive in a few weeks. Just remember to get your receipt stamped by the Canada Border Services Agency at the airport.

— Tony Reynolds
Tagged
Packing
359275

Paper place mats can be useful anywhere there's an outdoor shower. By stepping onto a place mat after a bush shower in Botswana, I managed to keep my feet clean and avoided getting dirt in my clothes.

— Sandy S. Hogan
Tagged
Safety
442313

Whenever I'm in a country where drinking or brushing my teeth with the tap water is a risk, I cover the faucet handles in my hotel bathroom with a towel. As a result, I never accidentally turn on the faucet when I'm half asleep.

— Denise Crocker
Tagged
Packing
379267

If the zipper on your luggage or your clothing is giving you any trouble, rubbing some lip balm or candle wax onto the teeth should loosen it.

— Marko Anderson
Tagged
Planning
357270

If you arrive in a foreign city after banking hours (and you can't use an ATM), convert only the money you'll need for the night. Some exchange booths offer a less favorable rate after banks close and then switch back to competitive rates when banks reopen.

— Jim Citron
Tagged
Photography
379280

I enjoy off-peak travel best--rates are cheaper, lines are shorter--but the weather can be iffy. To combat Mother Nature's unpredictability, I always pack a roll or two of black-and-white film. While dreary-day color photos bring only consoling remarks from friends, black-and-white film tends to lend a mystique to gray landscapes and creates some very dramatic Ansel Adams--esque shots.

— Ed Danyo
Tagged
Packing
351277

Before I embark on a trip, I cover the dirt of my potted plants with plastic bags after watering them well. (Cut a few slits in the bags and keep plants out of direct sunlight.) The soil will stay damp for about three weeks.

— Jean Walsh
Tagged
Technology
392299

Don't put your magnetic sunglass clip-ons in the same pocket as your mass transit fare cards or hotel key cards. I managed to erase both my subway pass and my hotel key on a recent trip.

— Jim Tichenor
Tagged
Packing
428618

Whenever I go somewhere, I bring a supply of postcards from my hometown. I write my name, address, and e-mail on the back, and offer a card to new friends so we can keep in touch. I also pack small souvenirs (key rings, etc.) that carry my local sports teams' logos. They make meaningful but inexpensive thank-you gifts for the small kindnesses that ease one's way during a trip.

— Linda Phelps
Tagged
Technology
560599

If you're even slightly tech savvy and have a cell phone that will work overseas, check with your service provider about the cost of text messages. Some carriers offer free incoming text messages, and several Internet search engines (Yahoo, MSN, etc.) will send free text-message "alerts" to your phone while you're away. Prior to your trip, log on and request that weather forecasts and news updates be sent to your number daily. Even if you never use your phone for costly overseas calls, you can receive up-to-the-minute information, in English, about your hometown or cities on your itinerary.

— Brian Mosteller
Tagged
Transportation
362244

A bike tour will offer a good introduction to a place, and you'll cover much more ground than if you were on foot. In Buenos Aires, for example, Lan & Kramer Bike Tours (biketours.com.ar) has a few guided itineraries that are fun for all ages and abilities.

— Meda Florin
Tagged
Family Travel
377277

Want to visit museums with your children without the boredom and tears? Go to the gift shop first and buy postcards of the museum's most famous works. Have your kids treasure hunt for these masterpieces. When you get home the postcards can go right into your trip album.

— Daphna Woolfe
Tagged
Technology
411318

Destinationcoupons.com supplies free discount coupons for cities all over the United States and the world. Print them out on your home computer and save on hotels, shows, rental cars, restaurants, and many other activities.

— Donald Bertolet
Tagged
Planning
378256

I teach a Tulane University seminar on independent European travel for first-timers. Until recently, I advocated Europe's great rail networks as the way to go. Now, with the plethora of budget airlines, I recommend a combination of the two. But it makes the planning stage—which I find almost as much fun as actually taking the trip—more involved. Thank goodness for whichbudget.com, a Web site that lists, by city, which budget airlines serve which cities. Then, to find links to all of Europe's state railway Web sites, visit railfaneurope.net. Each site generally features a travel planner and, almost invariably, an English-language option.

— Brian Hughes
Tagged
Family Travel
363275

Put toys within kids' reach on road trips. Hang a shoe organizer on the back of the passenger seat so children can keep stuffed animals, books, and games organized in the pockets. Having everything close at hand may help prevent meltdowns along the way.

— Jennifer Casasanto
Tagged
Packing
360256

I always pack a Petzl Tikka Plus headlamp. It's small, weighs next to nothing, and is perfect for reading in bed at night without disturbing my husband. They're sold online and at outdoor-gear stores for about $33.

— Linda Smejkal
Tagged
Car Rentals
352274

When booking a rental car online, click on "special offers" or "hot deals" to find the company's current promotional codes. Price your reservation using each code. Also, keep in mind that rates fluctuate according to seasons and slow periods. I managed to save more than $170 on a ten-day rental in Orlando, Fla.,by changing my reservation dates twice and by using different codes.

— Jeff Thomsen

Custom Search

Select the details relevant to your trip to see a list of articles that match your needs — it's the best way to get ideas!
SELECT YOUR DESTINATION
SELECT YOUR ACTIVITIES