Lowes Hotels - "Our Gift To You" Email re: YouFirst Benefit Extension

[damo]

Perhaps Loews needs to just eliminate this rewards program and become more like Disney since it sure does seem to be POing a lot of people.

 

[AlexandNessa]

Perhaps Loews needs to just eliminate this rewards program and become more like Disney since it sure does seem to be POing a lot of people.

Why does everything have to be like Disney?

I am upset that:

- I stay at least 15 nights per year, not 15 visits, and now I am the same as those who do not stay as much. Perhaps they only stay 2 nights per year, but Loews values my business the same as it values those who stay a lot less. The hotels are a big draw for me. Take away my perks, and I might as well go to Disney.
- Loews has the nerve to call what I earned a gift. Who wouldn't be ticked at that? I followed the rules. Then I learned that it didn't matter, because Joe Schmoe Casual Traveler got for a "gift" what I spent money to earn. And they called it a gift.

I don't think it has to be like Disney at all.

I would have been quite happy if they simply starting enforcing the rules of their old program.

Sure, they grandfathered people into their status they shouldn't have. If they had just enforced their own rules, they probably wouldn't have had to revamp the program into this new stupid farce in the first place.

 

[damo]

Why does everything have to be like Disney?

I am upset that:

- I stay at least 15 nights per year, not 15 visits, and now I am the same as those who do not stay as much. Perhaps they only stay 2 nights per year, but Loews values my business the same as it values those who stay a lot less. The hotels are a big draw for me. Take away my perks, and I might as well go to Disney.
- Loews has the nerve to call what I earned a gift. Who wouldn't be ticked at that? I followed the rules. Then I learned that it didn't matter, because Joe Schmoe Casual Traveler got for a "gift" what I spent money to earn. And they called it a gift.

I don't think it has to be like Disney at all.

I would have been quite happy if they simply starting enforcing the rules of their old program.

Sure, they grandfathered people into their status they shouldn't have. If they had just enforced their own rules, they probably wouldn't have had to revamp the program into this new stupid farce in the first place.

Perhaps I should have added the sarcastic smilie at the end of my post. I thought it was obvious.

My point was supposed to be that Loews doesn't owe us any rewards and we really should be thankful for any perks that we get and have received. I don't see people getting upset about the prices of the Disney hotels and there are absolutely no rewards for staying there. People seem to be quite happy with it...happier than they are with Loews who at least give you something. Maybe people would be happier if there was no You First program at all. It sure seems like a lot of anger over a free program.

 

[AlexandNessa]

Any time there is a negative change to a program, people aren't going to like it.

One of the reasons that we went to Universal as often as we did was because of the perks.

Perhaps they shouldn't have offered perks in the first place, but they did.

And they garnered my loyalty because of it.

Now, I don't feel as loyal. (Why should I?) We certainly aren't going to hump it to stay 15 nights at Loews next year. There are certainly other places I can spend our discretionary income.

 

[damo]

The way I look at it is that I received way more benefits than I should have from the Loews program. I was upgraded when I shouldn't have been, I received platinum status way before I should have and I've received things that I never, ever receive at any other hotel. I am extremely grateful for all those things that I really didn't deserve from a program that doesn't even need to exist. I have no reason to be upset, no matter what they do with the program now or how they word their emails.

 

[AlexandNessa]

The way I look at it is that I received way more benefits than I should have from the Loews program. I was upgraded when I shouldn't have been, I received platinum status way before I should have and I've received things that I never, ever receive at any other hotel. I am extremely grateful for all those things that I really didn't deserve from a program that doesn't even need to exist. I have no reason to be upset, no matter what they do with the program now.

Well, that's a bonus for you.

However, some of us followed the rules and earned what they had, under the rules of their own program. And played by the rules to keep them. So I look at it a little differently.

Good for you.

Sucks for me.

 

[damo]

Well, that's a bonus for you.

However, some of us followed the rules and earned what they had, under the rules of their own program. And played by the rules to keep them. So I look at it a little differently.

Good for you.

Sucks for me.

Hmm. I'm not sure how it sucks for you. Are you not getting what they promised you under the new You First program? If you are benefitting in any way by participating in the program, then it doesn't suck.

 

[AlexandNessa]

Oh, believe me, I am getting exactly what I am owed under the new program. I was talking about the old program.

Perhaps it wouldn't suck for me and they wouldn't have needed to revamp the program if they just enforced their rules in the first place.

This board was rampant with folks who reported getting platinum/gold status before it was their due. And keeping it year after year, without maintaining the minimum # of nights. You admitted that you were one of these people. Good for you.

I am disappointed in their change to the new program. Why wouldn't I be? More importantly, why should they keep my loyalty with the new changes? And why shouldn't I be ticked that they called giving me a "gift" something that I actually earned?

If you're happy, great.

I'm just saying that Loews is going to start to see a big cut in our visits next year and going into 2010. We have no reason to be as loyal to them now.

They are free to change the rules of their program. I am free to spend my vacation money elsewhere.

 

[damo]

Loews letting anyone retain their status this year without fulfilling the new requirements is a gift whether or not they announced it back in June.

I just think that all this upset over a program that saves us money is strange. I know I stay at Loews not because of the rewards program but because of FOTL and the convenience. The rewards program is just a bonus that allows me to stay in nicer accomodions. I don't stay at Loews for the good of Loews but for the good of me.

You just renewed your annual pass and got an extra three months for free. Should the rest of us who renewed before the bonus call and complain and stop going because they changed their deal? I'm thrilled that they even offer a discounted renewal rate.

 

[AlexandNessa]

I actually haven't renewed my AP yet.

I may not.

 

[AlexandNessa]

Loews letting anyone retain their status this year without fulfilling the new requirements is a gift whether or not they announced it back in June.

I just think that all this upset over a program that saves us money is strange. I know I stay at Loews not because of the rewards program but because of FOTL and the convenience. The rewards program is just a bonus that allows me to stay in nicer accomodions. I don't stay at Loews for the good of Loews but for the good of me.

You just renewed your annual pass and got an extra three months for free. Should the rest of us who renewed before the bonus call and complain and stop going because they changed their deal? I'm thrilled that they even offer a discounted renewal rate.

That would be up to you. I wouldn't tell you that it didn't suck. I would never tell you how to feel.

 

[damo]

I actually haven't renewed my AP yet.

I may not.

Sorry, I read that post a little too quickly.

Jodie, I am really sorry that you are feeling so bummed out by Loews and Universal. Really, I am. I know how much you love your vacations at Universal. I just don't see this whole You First thing as a deal breaker in the least but I guess some people do.

 

[yankeepenny]

 

[AlexandNessa]

damo, forgive me. I know this thread has been primarily about the LF/YF program. However, that is just the icing on the poo pie for me.

We have seen a definite decline in service from when we first began going. I think my last trip report was from 10/07. We've had at least 4-5 more trips since then.

At the HRH, I grew weary of terribly inconsistent housekeeping. And the 'tude I would get if I asked for a late check out. If it's not available, fine. But don't act like I'm putting you out by asking. That goes for the RPR too.

I am convinced that our profile says "only provide random turn-down service." Even if we set it up for the same time every night, they come at random or not at all.

We've had our welcome gift taken away prematurely on multiple occasions (I suppose we're supposed to eat an entire basket of fruit in one day?), even though we've put them aside for later.

We've had rooms with stuff clearly missing ... robes, garbage cans, etc and tissues, tp, shampoo, etc not being replaced and having to chase housekeeping down for them.

Things getting thrown away that shouldn't be.

Things actually taken out of the garbage and put back on a table or the floor.

Toilets running all the time and reported, but no one would fix. Remotes missing or not working, and no one would replace.

Sometimes we were greeted warmly on arrival, other times they couldn't be bothered with us.

We have yet to receive timely help from bell services with our luggage on the day of check out, and often just lug it ourselves.

We've had an issue where people made phone calls in our room while we were out. Do you know how much effort it took to get those charges removed?

Taken by themselves, OK, fine, I can roll with the punches. But there doesn't seem to be one trip lately that I didn't have multiple problems.

I had an issue once that I needed the HRH's help with, and I was met with complete and total indifference and no follow up at all.


We used to forego our platinum benefits and stay RPR Club. We were friends with people who worked the Club Lounge. We would get Christmas cards from them. We still keep in touch via email. Then, they had a lot of turnover and new management, and we didn't know anyone any more. The club staff made our stays. We so enjoyed seeing them and catching up with them in between visits.

It's just not the same any more.

I'm not saying that I need the Loews folks to be my best friends.

But it wouldn't hurt them to try a little harder to keep my business.

They aren't trying right now.

Now that leaves me asking myself why would I put up with inconsistent, often rude service, with no perk to do so?

Lately, to me, Loews has done absolultely nothing to set themselves apart and to show me that they appreciate my business.

Honestly, I am not all that difficult to please, but I have had better stays at a Marriott and Hilton recently. Hell, I've stayed at a Hampton Inn with no problems at all.

And now Mike too (who complains of nothing) is ready for a change. We may try the PBH after our Wonder cruise in April. Mike is pushing for a back-to-back on the Wonder instead.

If we do stay at PBH, we are only looking to do 4 nights next year, not our usual 15-18.

 

[damo]

I agree Jodie, it sounds like time for a change. It all makes sense now why you are so upset.

 

[keishashadow]

Loews letting anyone retain their status this year without fulfilling the new requirements is a gift whether or not they announced it back in June.

I just think that all this upset over a program that saves us money is strange. I know I stay at Loews not because of the rewards program but because of FOTL and the convenience. The rewards program is just a bonus that allows me to stay in nicer accomodions. I don't stay at Loews for the good of Loews but for the good of me.

You just renewed your annual pass and got an extra three months for free. Should the rest of us who renewed before the bonus call and complain and stop going because they changed their deal? I'm thrilled that they even offer a discounted renewal rate.

im not upset over a program that saves us (me) money

im upset over a corporation that has changed the rules of their reward program/qualifications via awarding 'gift retention status' to those who didn't meet the requirements they set forth (the rule according to Loews, if you will)

Lowes instituted their mandate that a qualifed stay must be booked before the end of the year to keep one's status. To comply, I had to cancel previously booked ressie & book pricer AAA rate than other offerings to meet the rule's requirements

I called & emailed more than once & was told there were no exceptions to the rule so i acquiesed. Naturally, the onsite percs helped sweeten the pot as well as my suite upgrade & i jumped headfirst thru the hoop they set up for me reasoning it was money well-spent to retain status quo. However, i am on a vacation budget & mulled it over carefully weighing the pros & cons before making a decision.

now, to hear they are awarding retention of status as a gift (not the promised reward for those who did go the extra mile & comply with the rule ) im supposed to shout good show? not!

u mention Disney, perhaps this is Loews' version of the million dreams promo , nawww. FYI, it's my experience that Disney typically institutes big changes annually (their core audience likes to plan far in advance lol), not this mid-year/mid-stream change that forced many guests to scramble

IMO, lowes youfirst program/management/whoever is running the ship....lied, plain & simple as to this portion of the program requirements...no amount of mummy dust can cloud that issue in my book

yes, i did call youfirst today & i did request a phone call, we shall see what we shall see

 

[loribell]

Wow Jodie! It is completely understandable why you would be so upset.

My honest opinion is that the Loews Universal hotels became just like the oil industry & financial industry. They got greedy & they decided that they didn't need to treat their customers special or even act like they appreciated our business. Actually most of the service industry decided they didn't need to treat their customers special. The economy was soaring & everyone was spending like crazy.

Then all of a sudden the truth came out and it all crashed. Now they are hurting just like everyone else. They are going to be doing everything they can to get anyone come fill a room regardless of who they are. I got one of those special "GIFT" emails. I have not spent one night with my Loews first # assigned to my room since 2005. I can imagine those of you that jumped through hoops to keep your status woulod be a little irritated by that and I don't blame you at all.

 

[damo]

When I was talking to a You First rep, they said that the majority of the business comes from business people and they adjusted their program to that.

I agree that the decision to give everyone an extension most likely came from the fact that business dropped dramatically in the third and fourth quarters and any decisions that were made before that were up for a change.

Keisha, at the time you spoke to Loews, they probably had no intention of doing what they ended up doing with extending the program. Hopefully we'll see them give us more things.

 

[bubba's mom]

I'm with Jodie, and everyone in her boat, on this one

We went out of our way to spend a qualifying night at the Loew's in Philly this fall. I would have much rather been home in my own bed....and to now find out I COULD have.

I agree...it's not a 'gift'...it's a slap!

 

[keishashadow]

When I was talking to a You First rep, they said that the majority of the business comes from business people and they adjusted their program to that.

I agree that the decision to give everyone an extension most likely came from the fact that business dropped dramatically in the third and fourth quarters and any decisions that were made before that were up for a change.

Keisha, at the time you spoke to Loews, they probably had no intention of doing what they ended up doing with extending the program. Hopefully we'll see them give us more things.

im not trying to argumentative here, and i really don't want more things

i want consistency in all things , okay that's probably up there with wishing for peace on earth; yet i can still dream !

IMO, if enough people express their dissatisfaction they will hear us, if not listen. How else will they know and have a chance to rectify? Loews has always done right by me when i've had an issue...actually, they've gone above and beyond my wildest expectations in the past...insuring that (up to this point) i've been a loyal, repeat customer.

fyi, i spoke to them several times during the period of July thru early October & each time the answer was the same ...2 months later & the tide has turned

change is fine as long as you don't alienate your core customer base, cannot say what % non-business types are onsite, know they do big convention crowd that probably returns on their own dime