Rydges PriorityGUEST: have they lost the plot??

[QF WP]

I made a booking at the QT Hotel Surfers Paradise yesterday as the information for a Conference was released and I wanted to get in early to secure a 2 bed Queen Room, so off went the booking form by email directly to them:

From: Mrs LW
Sent: Tuesday, 22 May 2012 1:13 PM
To: [email protected]'
Cc: Lindsay Wilson
Subject: Accom Booking REF- xx_xx_xx_

Dear Reservations Team

Please find attached accommodation booking form for the forthcoming [redacted] 2012 conference.

Kindest regards

Mrs LW
Financial Controller

Their response was timely and looked like they had it correct.

-----Original Message-----
From: [email protected] [mailto:[email protected]]
Sent: Thursday, 24 May 2012 8:51 AM
To: Lindsay Wilson
Subject: Hotel Reservation Booking #xx_xx_ for QT Gold Coast

Thank you for choosing to book with us.

Hotel: QT Gold Coast
Arrival: xx/xx/12
Departure: xx/xx/12
Room: 1 QT Twin - Mountain River View

Cost: AUD 366.00
Daily rates: 175.00

Please find further details and relevant terms & conditions in the attached booking confirmation

We look forward to welcoming you to our hotel.

As I had predicted, my father decided he was coming as well (he's Patron of this Association) thus the reason for choosing the 2 bedded room at commencement - it saves $$ and good for us to have time for a father-&-son chat. So I fire off an email to make the minor changes:

From: Lindsay Wilson
Sent: Thursday, 24 May 2012 10:10 AM
To: Reservations QT Gold Coast
Subject: RE: Hotel Reservation Booking #xx_xx_ for QT Gold Coast

Hi Res Team,

Can you also please note that the persons sharing with me (Patriach Wilson) will also require parking for 2 nights and require breakfast both mornings.

I also didn’t realise you were part of Priority GUEST, my membership number is xx_xx_xx – can this please be added to the booking.


But what was bemusing was their reply:

From: Reservations QT Gold Coast [mailto:[email protected]]
Sent: Thursday, 24 May 2012 12:01 PM
To: Lindsay Wilson
Subject: RE: Hotel Reservation Booking #xx_xx_ for QT Gold Coast

Hi Lindsay,

I have added the additional breakfasts and parking to your reservation,

I have also added your PGR number to your booking, please note that as the booking was not made initially with your number you will not accumulate points for your stay, and as you are on a conference rate you will not be eligible to receive 10% off that rate, if you would like me to change your conference rate to the PGR rate I can do so for you.

Please let me know if you have any questions.
Kind Regards,

[name withheld]
Reservations Agent
QT Gold Coast


Now that got my ire up. So I went onto Facebook and asked the question:

Comment from QT Hotel (Reservations), Surfers Paradise on a booking made today "I have also added your PGR number to your booking, please note that as the booking was not made initially with your number you will not accumulate points for your stay".

Since when has this been the norm? No other FG program I use have such a ruling..


Thanks Mal and munitalP for commenting there, interesting to see elite status members who won't go back.

Part of my email to them says:

That is completely unacceptable practice and I can find nothing in the program T&C’s that suggested such an outrageous requirement (that I must have included my membership number in the original booking request to get stay credit).

If that is the case, then they’ve lost revenue at Yamagen (I’ll go and eat at Salt @ Hilton Surfers Paradise instead) and I have already switched a 2 night booking that I was going to make at QT on 29/30 June, to the Hilton Surfers Paradise instead. They know how to look after guests properly.

I have no issue with accepting the Conference rate and not the 10% discounted rate.

Nothing like putting on the pressure (well, nothing like making them feel like they've lost additional revenue, not that they ever had it)

Has anybody else experienced jaw dropping poor CS from the "newly revamped" PriorityGUEST (or in this case, the QT Hotel)? They've lost me...

 

[QF WP]

Wow, they must have been reading the email and the comments via Facebook, because I've already had a response - not bad (68 minutes):

Dear Lindsay,

Thank you for your email. We will happily amend your booking to apply the member points for your upcoming stay at QT Gold Coast. Please note that our system automatically applies points 3 to 5 business days post departure.

Our terms and conditions does cover how points are awarded as well as providing details as to which rates are ineligible to receive points. Further detailed information can be found at www.priorityguestrewards.com.au/terms-conditions To receive PriorityGUEST Reward points, we do ask members to logon and make direct bookings via any of our affiliated websites www.priorityguestrewards.com.au & www.qthotels.com.au

We certainly value your patronage as PriorityGUEST Rewards member and hope you will re-consider choosing to stay at QT Gold Coast in June.

If we can be of further assistance, please don’t hesitate to contact us directly.

Kind Regards,

Member Services Co-Ordinator | PriorityGUEST Rewards GPO Box 1609, Sydney NSW 2001
Email: [email protected] | Web: www.priorityguestrewards.com.au

Two chances of that June stay changing

 

[Mal]

I was at reception there very recently.

A lady walked in from the street and asked if there was a spa room available. Staff after conferring said yes, although it wasn't a spa... Some kind of Japanese spa or something that was similar. Customer asked for the price and was quoted an amount. Customer pulled out her rpg blue card and the staffer said 'that's only valid for bookings online'.

Customer walked out. Not sure if they booked and returned or found somewhere else. Note there are pads.at the concierge desk which i believe are internet connected. Customer could have been pointed there instead.



Sent from my GT-I9100 using AustFreqFly

 

[QF WP]

Then no wonder about your comment on FB. Poor CS and they deserved to (apparently) lose the booking, or she went to book online as suggested .

 

[yohy?!]

I think the question is not 'have they lost it?' but 'did they ever have it?'

 

[QF WP]

Nicely said - a much more factual statement

 

[newmarket]

I am pretty certain that you have always (or at least for the past few years) had to book online in order to get the discount and for points to accumulate.

Incidentally, I have never known Yamagen to be very excited to see a platinum discount. They are pretty reluctant discounters!

 

[Grooba]

Nice property now the refurbishment is complete. Make sure you try the quesadilla's in Stingray - sooo good.

 

[Deleted member 29185]

I'm a bit dissappointed to read all this.

I've been thinking recently that the range of locations that Rydges offer, may have to be the programme for me. Hilton is certainly nice, but their limited locations domestically has me thinking they're not really suited long term to me.....the same for most of the majors. Their shrinking Australian offerings rule out most immediately.

Apart from Lindsay's issues and Mals lack of welcome drinks, are most reasonably happy with the offerings (accomodation, price, service, niceties...if any)?

 

[Mal]

Rydges is generally overpriced in my opinion. Most hotels are good but there are a few shockers in the chain. I would compare to holiday inn or crown plaza in terms of positioning in the hotel market.

Don't really know what they're doing with the qt branding. Thy are opening more around the place but to me it's a poor man version of W hotels. Maybe something like indigo is an equivalent.

As a loyalty scheme it is ok but nothing exceptional. Rewards should be easy to obtain but I've never redeemed.

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[munitalP]

Except for a couple of particularly nice hotels for example Perth and Port Douglas, Rydges are quite ordinary. They have a lot of older properties which many are in desperate need of renovation but don't seem to get the necessary attention.

Rydges kept me as a loyal customer for many years as their Bankstown property was just around the corner from our Sydney factory and I spent many night a year there, and then, the Platinum loyalty card had a value, it used to be 50% off food and drinks for a group of 12. Many AFFer has enjoyed much cheaper meals and drinks on my Rydges card, in fact an AFF group drunk the bar dry of Veurve and Moët one night in Sydney buying it by the bottle at less than Dan Murphy prices!
Alas all good things come to an end and the loyalty card has been enhanced and 50% off only applies to 2 people now for meals, bar staff tend to overlook drink purchases if buying with cash card at the bar each round and will always give the discount.
With the 10 point per stay and 150 points per free room it is easy to rack up plenty if free nights, but bear in mind, you will need to be the owners son to get recognised as anything other than a walk in off the street IME and room upgrades are rare.

Level of service from one hotel to another varies so much it's laughable

My 2c worth

 

[QF WP]

This is my third string program, useful for when I can't get a room at a decent price using Hilton or IHG.

Was pleasantly surprised with Rydges on Darlinghurst Road, great staff on the front desk.

My wife refuses to stay again at Rydges Caloundra - alas, I have had to stay there a couple of times for Conferences but it's only a room for 6-7 hours sleep.

Haven't tried the Perth property but given the rates and availability over there at the moment, might have to look on my next trip (or check out my Accor Platinum benefits)

 

[muppet]

.....the Platinum loyalty card had a value, it used to be 50% off food and drinks for a group of 12.

munitalP, did you notice a slight change to the terms and conditions since they sent out the new cards?
Food and Beverage discount only applies to 2 guests when the member is staying at the hotel.

EDIT - Sorry, obviously don't visit this part of the forum much - just noticed the two month old thread mentioning this fact....

Off topic - but given the above - anyone have any way of getting a discount at Bazaar if I'm staying at Hilton?

m

 

[PineappleSkip]

From what I read of this thread the 'priority guest' loyalty concept appears to be a misnomer. Doesn't appear yo be much in the way of priority and the gold and platinum benefits look pretty token, apart from accelerated points earning. It won't entice me to stay a single night at any of their other hotels. Their main marketing offering appears to be member discounts, maybe the should call themselves 'bargain guest' or similar. The absence of any real privelege or status was a concept that turned me off Accor Advantage Plus, and cosequently A-Club.

I'm looking at making a booking at the Reef House in Palm Cove in Nov and I see they've switched from Mirvac to Rydges. This is what sent me o this thread. I'll join, but only to take advantage of the member rates, which are a good discount. Driving up from SEQ and on the way through I'll probably pass on the Rydges Gladstone, or anything Gladstone, Rocky is an hour away and much better value. And I'll probably pass on the Rydges Townsville, even if it is next door to the Shamrock, I just couldn't tear myself away from the sugar shaker.

Edit: Feedback from the Reef House (indicates why I stay there) Obviously has everything to do with the hotel and nothing to do with the loyalty program...

... when you have got your member number if you would like to let me know what dates you would like to stay I will be happy to check availability for you and if you go ahead with the booking I will add a nice complimentary bottle of champagne on ice to your room ...

Cheers skip

 

[newmarket]

Oh it's not that bad. Actually, I think that it is the best program in Australia.

Accor is a waste of time and Hlton, IhG, marriott, etc. don't have enough hotels to even bother with.

I'd be interested to know if anyone thinks that there is a better programming Australia.

 

[Mal]

Accor is a waste of time and Hlton, IhG, marriott, etc. don't have enough hotels to even bother with.

I'd be interested to know if anyone thinks that there is a better programming Australia.

Priority club has always been my fave. Plenty of their hotels in Australia.

Very close to renewal of my rydges plat. Think I only have a couple of nights required. But really don't feel the love with the program and really don't know why I bother.

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[PineappleSkip]

Oh it's not that bad. Actually, I think that it is the best program in Australia.

Accor is a waste of time and Hlton, IhG, marriott, etc. don't have enough hotels to even bother with.

I'd be interested to know if anyone thinks that there is a better programming Australia.

Priority club without a doubt. I've found it easier to work up to reward nights (I'd guess about 7-10 nights to a reward depending on how much you spend on F&B and incidentals). And the easiest around to work your way to (or buy) elite status.

For an program with a lot of Australian properties I've periodically had good value out of Escape Club, although its constantly been changing. Haven't tried comparing this one with others lately though.

Cheers skip

 

[xython88]

"

I was at reception there very recently.

A lady walked in from the street"

This exact thing happened to me!
I walked in, asked for a room and showed my platinum rewards member card but they said I could not have a room as it had to be done online. They did not have access to internet nor would they let me use their computers. So, I walked out without staying in a room. They lost my service

 

[xython88]

as a second post. I have been a part of many hotels programs, having jumped from hotel to hotel for over a year.
I found Rydges to be:
1. One of the most difficult to use
2. Near impossible to get in contact with.
3. Been constantly told "We can't do that, you need to email this group"
4. Cost more to use then the value you get...
5. They would rather argue with you over petty nonsense than be interested in helping you
6. No matter how many methods are used to get an answer to a question, they will take sometimes up to 6 days to reply to you
for e.g. I once sent an email to 3 different emails, a voice mail on 3 different peoples phone numbers and called up 3 different hotels. By the time I finally got a phone call, 4 days later) they were more keen to argue with me as to why I tried so many methods and then hung up on me without helping with my issue !!

Moral of the story, not a good idea to go with this hotel if your in any sort of a hurry

 

[drron]

I agree with you.Rydges never had the plot to lose.