Our latest company to be outed is Homewood Suites.
We’ve got executive names, email addresses and phone numbers.
Kudos to our research director, Trent Bonsall, for hunting down the executives for what my kids like to call the “duck” hotel. Look at the logo. See the fowl?
Homewood’s customer service is pretty good — except when it isn’t. I’ll let Rafael Salas pick up the story. He was trying to make an award booking at a Homewood Suites in Maryland (insert mandatory rant about the uselessness of loyalty programs, please) and ran into a little trouble.
“I signed in with my account to book a room,” he explains. “I selected to use my available points, but the system said that in order to complete my transaction, I needed to buy additional points.”
Ah, the old your-miles-and-your-money trick. (Somebody stop me!)
Salas purchased $149 worth of points. Pretty slick.
“It was brought to my attention that there was a total price of about $1,000, but I also saw the balance of my points at 0 so I thought the total was just a reference to how much I was saving,” he says. “I thought I had completed the transaction.”
But when he went to pay, guess what?
“The total is $1,109,” he says.
The reservation didn’t go through.
I followed up with Salas after he contacted me, but never heard back. I think — I hope — that management at the hotel proved to be the best of fowl weather friends and took care of the problem.
I could rant all day about the loyalty programs, and about the futility of collecting the fool’s gold. But let’s stay on topic.
If I’d had the Homewood Suites executive contacts to give him, I’m sure the hotel would have taken care of him. Well, now we have them.
By the way, these contacts don’t research themselves. All it takes is less than an hour of your time to research company contacts, and you can help people like Salas, and countless others who may need to get in touch with Homewood Suites.
How? Just contact our research director, Trent Bonsall, and he’ll get you hooked up.
We have a great group of researchers and I promise, it’s one of the most rewarding gigs you’ll ever have. More rewarding than … well, rewards programs.