[PatJordan]

Recently I took advantage of a status match with Radisson Rewards to my Hilton Hhonors Gold status.

Mrs. J and I were travelling to Limerick (South West Ireland) and decided to stay overnight at the Radisson Blu Limerick. Having several previous and very enjoyable stays at this hotel, we looked forward to the added benefits of our newly acquired Elite status.

Our reservation was made through the official Radisson website as is my preference, and being a tad old fashioned, I printed a hard copy of the reservation. All that remained was to await and look forward to our stay.

On arrival, I approached reception, gave my name and presented the printed reservation only to find that there was no trace of my booking. After several unsuccessful attempts, I was asked to take a seat whilst somebody enquired further.

After almost half an hour, a very helpful Front Office Manager offered fulsome apologies for the delay and explained that the Radisson Reservation system failed to communicate with the hotel, hence the confusion.

This is something the hotel cannot be blamed for, and we settled into our upgraded room, and enjoyed our stay.

After checking out is when the problems began and up to time of writing, remain unresolved.

The expected Radisson Reward points were not credited to my account, and each (of the many) enquiries generated the same generic response: there is no record of this reservation.

Two lengthy phone calls were equally unproductive, aside from one agent telling me that there were TWO reservations for the date in question. I mentioned that Hilton have a “make it right” policy, and did Radisson Rewards have a similar policy? I was told “oh no, we don’t do that.” Not often am I left speechless, but this did so.

Eventually Reward Points were added for the room rate, but not for the food. My initial enquiry into this resulted in another generic reply.

I am saddened that a very good and well run hotel is let down by deficiencies within the parent company’s systems, and the consequent indifference shown.

Have other posters had similar negative experience of Radisson Rewards?

[ASK1945]

PJ wrote: “I am saddened that a very good and well run hotel is let down by deficiencies within the parent company’s systems, and the consequent indifference shown“.

Persist in chasing them.

In January 2023, my wife and I checked into an Intercontinental Hotel for a few days and I used my Amex card to cover the cost of the stay. I advised them of my IHG membership number. We had booked through Hotels.com, who did send me a booking number – but not an IHG registration number.

On checkout, I checked the entries and agreed they were correct. I told the receptionist to use the Amex number already given. The bill was receipted. I did not notice at that moment that the name and address at the top was not mine.

A few weeks later, I was advised by IHG that I hadn’t reached the threshold to retain my Gold membership and I was notified that this had been downgraded to Silver. I looked at my IHG account online and saw that the stay was not registered on it. This meant that also the stay was not counted towards a future reward day with IHG (or indeed Hotels.com).

I wrote to IHG and sent a copy of the bill and receipt, together with a copy of the relevant part of my Amex statement (showing the hotel payment), confirming that the amount paid reached my Amex account. This was ignored. I contacted the hotel but they were unable to help. I wrote to the IHG head office – but this was ignored, as was a subsquent (signed for) letter. I have not had my Gold membership restored.

In parallel, I followed up with the same information to Hotels.com, for credit of my account. Around the end of 2023, I finally received the credit (counting towards a free reward night) from Hotels.com, manually added to my account.

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PatJordan

[david]

It’s so annoying when tech stuff messes up, especially when you’re all hyped about getting some cool perks. I haven’t had run-ins with Radisson Rewards myself, but it sounds like they could do better on the customer service front.

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PatJordan

[FDOS]

This seems reflective of a broader trend in life today, where if things go well, all is okay, but if they don’t, it’s painful getting service recovery.

I must admit that I prefer to use Hotels.com and take, what is in effect, a 10% retro clawback, which can be used with any property.

YMMV.

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MarkCymru, PatJordan

[ViajeroUK]

IHG points, many years ago I booked a stay at an IHG property using Hotels.com/Booking.com or similar and didn’t receive any IHG loyalty points. When I contacted the hotel I was told that as I had booked a discount rate through an agency no points would be awarded. It seemed that at that time only direct bookings qualified for IHG rewards.

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PatJordan

[ASK1945]

FDOS wrote: “This seems reflective of a broader trend in life today, where if things go well, all is okay, but if they don’t, it’s painful getting service recovery“.

This is why (when I owned my own business) I impressed upon my staff that it was by how we dealt with problems and complaints that we would be judged – not how well we had done.

“I must admit that I prefer to use Hotels.com and take, what is in effect, a 10% retro clawback, which can be used with any property“.

Absolutely true – but only until recently! For a trip to Florida later this year, and then as an alternative, other destinations, I looked through 24 hotels in different places there and using a variation of dates, until I found one that I could use up one of my current 4 Reward days. I should add, none of the dates requested by me were in peak seasons.

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PatJordan

[ASK1945]

ViajeroUK wrote: “IHG points, many years ago I booked a stay at an IHG property using Hotels.com/Booking.com or similar and didn’t receive any IHG loyalty points. When I contacted the hotel I was told that as I had booked a discount rate through an agency no points would be awarded. It seemed that at that time only direct bookings qualified for IHG rewards“.

This is not just IHG – I think you will find that the same is with Hilton and Marriot (from my experience) – maybe more. My post (above about IHG) relates mainly to tier points. It was then that I realised that I was not due obtain points for Rewards nights (which I got from Hotels.com).

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PatJordan

[MartynSinclair]

“It’s so annoying when tech stuff messes up, especially when you’re all hyped about getting some cool perks.”

I have an ongoing issue with the BA computer. On line check has been off limits for a considerable period because BA’s computer, does not recognize my right to live in the UK. The computer knows I have a UK passport but is convinced I am an non UK resident. Each time I travel on BA, on line check fails. I go to check and staff who look perplexed when I present my UK passport, but then they show me the computer screen that says I am a non UK resident, hence need for the passport check. Without the computer being overridden, no boarding pass can be issued.

Managers (not supervisors, I hasten to add) have tried to override the system and remove the tick causing the issue, but the very next time I try to online check in, the problem remains.

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PatJordan

[PatJordan]

Just to update the forum, I received the below email from Radisson:

Mon 18/03/2024 23:32
Dear Patrick,

Thank you for your continued loyalty as a valued Radisson Premium member.

We sincerely apologize for the inconvenience you have faced during your stay.

I would like to inform you that this claim has been escalated further as a matter of urgency in regards to your complaint. Our team is currently working on this case and communicating further with the hotel staff to provide you with the best appropriate resolution, and we will update you within 3-5 business days.

We appreciate your kindness and patience.

  

Please feel free to get in touch with us should you require further assistance. 

  

Best Regards, 
Nadine, 
Radisson Rewards Member Care Specialist, Radisson Hotel Group

Despite these platitudes, and the passing of well in excess of the promised ” 3-5 business days” I have heard absolutely nothing from Radisson Rewards.

My “kindness and patience” is running out.

I think there’s more chance of seeing an actual Easter Bunny than receiving a response from Radisson!!!!

I’ll keep the forum informed if there are any developments…but don’t hold your breath folks.

Happy Easter one and all.

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cwoodward

[PatJordan]

Yes, I know it’s April 1st, but believe it or not, Radisson Rewards finally made meaningful contact with me!

A fulsome apology and the offer of 20,000 reward points was made, which I was quite happy to accept.

Persistence brings it’s rewards (excuse the pun) but I can’t help wondering if I had been less determined, would Radisson have been happy to let things lie?

Happy Easter everyone!

[Author]

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