Posts tagged “forfeit”

Telling customers buh-bye!

A follow-up to a previous entry (in which Half.com planned to remove my inventory from their system if I didn’t make a purchase, etc.), now Hilton is going to drop me from their loyalty program if I don’t stay there soon

As a member of Hilton HHonors, you are very important to us. That’s why we want to give you an opportunity to reactivate your HHonors account before it is closed and the HHonors points you’ve already earned are forfeited.

[pitch to sell me a credit card]

You may also keep your HHonors account open beyond September 01, 2006, by taking advantage of one of the following options:

[stay with them, buy something etc.]

If you do not take one of the actions above by September 01, 2006, your HHonors account will be closed and all accumulated points will be forfeited. Prior to your account closing, you may redeem your HHonors points for any eligible reward. After the points are redeemed, your account will be closed by the date above and all remaining points will be forfeited.

Forfeited? I think I stayed at a Hilton in December, and previously in October (I could be wrong, frankly I don’t differentiate between hotel brands too clearly, there’s other things to take up space in my brain), but now I’m to be forfeited? I wonder what trend in loyalty (as a business construct) is leading to this shedding of non-profitable customers, or even this threatening-with-expulsion mentality. I’m not sure what I’m costing Hilton. If I’m not an active customer, don’t target any promotions to me. But why dump me? Or, why threaten to dump me as a way to motivate me to become a better customer? There’s no carrot, only a stick.

At least, as I wrote in the previous entry, they are warning me. Starwood just dumped me without notice and caused all sorts of usability hassles when I tried to make a reservation using what I thought was an active membership number.

Starwouldn’t

After my recent challenges booking with Marriott, I encountered a similar level of weirdness with Starwood. I was trying to book a room (for a conference, using their conference-rate link) and couldn’t seem to log into my account. I haven’t used it for a while and naturally don’t have a clue as to my username and password (more specifically – I can’t remember what format they require my username and password to be in; if I knew that I could probably reconstruct them both). I went through the various helpful links (Forgot your password? Forgot your username?) to try and resolve it. When asked for my membership number I pulled out my Starwood Preferred Guest card and entered the number, only to be told that something to the effect that I needed to enter a number in the proper format. I’m looking at the screeen, I’m looking at my card – the numbers are exact. But no, not valid. Okay, I try something else – I give ’em my email address and they email me a new password and remind me of my username. I go back and try to log in using the newly issued/reset password. Nope, it doesn’t know who I am.

What the hell?

I finally contact them for help, after screwing around for way too long with this.

The website was not accepting your above Starwood Preferred Guest account number because your account had reached an expired status as of March 31, 2004, resulting in any remaining Starpoints being forfeited.

Starpoints do not expire for active accounts. Accounts are considered active as long as you have earned Starpoints as a result of activities at participating Starwood Properties or as a result of use of the Starwood Preferred Guest Credit Card from American Express during the previous twelve months.

I am pleased to tell you that your account has been reactivated to enable you to view your above Starwood Preferred Guest number online.

Whoah. First of all, their technology is absolutely complete broken. If the account is suspended, then the error message should say something like that, not simply reject the account number as not being valid. Or the failure-to-logon info should provide some information that suggests they know who I am but won’t let me on for some reason. And they shouldn’t reset my password and then refuse to let me log on with it.

But really, WTF? Why would they de-activate my online login for inactivity?

And beyond that, it gets really punitive! I have forfeited my Starpoints? The language is just so wrong, so haughty. This is not service, and this is not going to encourage loyalty. Did I have any Starpoints? I have no clue, I don’t care. I’ve held onto their damn card for years, but that isn’t enough of a committment to Starwood, I’m not active, so I’ve been forfeited and also deactivated.

The net effect here is not to motivate me to toe the line and be a good Starwood customer, but rather to vote with my feet. They’ve got my money this time (and it’s actually the conference money but whatever) but next time, I will look for someone else.

Oh, and even though my profile indicated I don’t want to receive marketing email from them, by making a reservation with them they reset that and bury a line about opting-out in the confirmation email.

This is a bad company.

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