December 19
As the year comes to an end and I start thinking about New Year’s resolutions, I seem to find myself focusing on terrible travel behaviors. Yesterday I blogged about rude travelers and today I’m talking about the Entitled Traveler.
The Entitled Traveler: You know the one…they have a melt down when they don’t get an upgrade. They express their dismay with the agent checking them in; complain to anyone who will listen, rant at management, Tweet about it, blog about it… you get the picture.
Does having elite status with a hotel or airline mean you’re somehow entitled? Sure, earning elite status with a hotel/airline means you get more and better benefits, but when did benefits become synonymous with entitlements? Just because the penthouse is available doesn’t mean you’re guaranteed that upgrade. If you’re continually complaining about first world problems, that might be a sign that you have become one of the entitled travelers.
I’ll make a comparison to the 20-somethings who have just gotten out of school and think they’re entitled to the best job, the best title, the best salary, etc… I was recently counseling someone who graduated from college 3 years ago. She was dissatisfied with her salary and was planning to ask her employer for a raise. She said “if they don’t give me 150k I’m outta here.” I asked her why she thought she should be paid that much money (for a position where the average salary is around $80-100k.) She had no idea, she just felt like she was entitled.
So why do elite travelers feel a similar sense of entitlement?
Every hotel and airline program has a set of terms and conditions about how they administer the benefits earned. If you read all that fine print, you’ll probably see something like: Upgrades to the best room available are subject to availability provided the room was not booked through a pre-paid third-party channel. Specialty Suites and multiple bedroom suites are excluded. Best rooms are identified by each property. And: The program benefits, amenities, offers, awards and services are subject to availability and may be changed at any time without notice by the program administrator. Key Words: subject to availability. Best rooms are identified by the property. Benefits may be changed at any time. Nothing about this says “entitled.”
Now, I admit, there has been a time or two this year when I have felt this sense of entitlement. After reading another bloggers post about a suite upgrade that didn’t happen, I felt embarrassed…not just for the other blogger, but for myself. Is that how I sounded? Did I sound like a spoiled, entitled traveler? Well, that’s not the person or blogger I want to be.
When 2012 ends, I’ll have stayed 150 nights at Starwood properties. There have only been 3-4 times that I can remember not getting an upgrade. Once was the Hotel Pulitzer in Amsterdam (I tweeted about this one, and now I say, shame on me) the room I was given was tiny and the only window faced a cement wall. It was disappointing. Another time was at the Le Meridien Piccadilly. I had an inside room (no window) and was disappointed with the view. I complained to the hotel (didn’t tweet this time) and was told there wasn’t any other room. In the end, it turned out to be a great room. It was completely quiet and all of my colleagues who had rooms facing the main road said the noise drove them nuts.
Last week I was at the Le Meridien Khao Lak, a place I’ve stayed 4 times previously, each time getting an upgrade to a villa. This time when I arrived I was told they didn’t have any villas or suites available. I didn’t complain, I didn’t tweet. I said, that’s okay. The room was older, but still a good size and the best benefit? There were no mosquitoes in the room! On the second to last night of the say (I was there 5 nights) I got a call from the front office manger telling me that a suite had opened up and if I wanted, I could switch rooms. I said sure, and thanked them. I moved to the suite and you know what? I got eaten alive by mosquitoes. So, two things came to mind, 1) Upgrades don’t always pay off and 2) had I been rude, had a sense of entitlement, or complained publicly I may not have been offered the upgrade when it became available.
Today I checked into the W Bangkok. I didn’t request an upgrade, and I didn’t get a suite upgrade, but I’ll tell you what, the hotel has gone out of their way to make me feel welcome and special. I mean, they’ve really gone out of their way. So the lesson learned is that good travel behavior pays and bad travel behavior doesn’t.
Travel program benefits are great, we all love them, we all want them – that’s why we’re loyal to a brand. We want the recognition and the rewards that come along with status. But we don’t have to be boorish when we don’t get them.
One of my New Year’s resolutions for 2013 is to always remember that a benefit is just that, a benefit and not something that I’m entitled to. Sure, I love upgrades, I’ll take it if it’s offered, but I’m not going to complain if it doesn’t happen. I’m not going to be the entitled traveler and I don’t want to be lumped in with those who are! So here’s my pledge to you: I will not feel entitled.
Have you ever felt entitled and do you think it’s okay? What are your New Year’s travel resolutions?
It seems like there can be a fine line between taking advantage of the benefits of your elite status and becoming entitled.
For instance, I don’t think it hurts to ASK for an upgrade if you have status with a hotel. But then you cross over into entitled if you don’t get the upgrade and you freak out about it. That’s when you cross over IMO.
Good post.
@Chris G – great point. I agree 100%. Asking is fine, it’s freaking out when you don’t get it that makes you “entitled” Thanks for the comment!
=) Stacy you make a valid point. All the blogs seem to have this problem though I would say I have yet to really sense that from you.
BTW how you like the W … I might change my LMBKK there. But unsure since it will only be for one night before my flight home
very nice observation! Thanks! All the best toi you and your family for 2013
@Vince, thank you. Appreciate the feedback. I love the W so far. There are no suite upgrades avail till Feb 15th due to some ongoing construction. The spa also isn’t opened yet. It’s a very nice hotel…I’ve been here a total of 5 hours now…so I’ll probably have a better feeling tomorrow.
Nice post. I felt too spoiled at park hyatt vendome. Although it was awesome, I preferred a simple b&b in Rome that cost 100$ a night.
Stacey wounderful report! Makes me think.. 150 nights is alot. I dont think hotel staff understand what that number means to a business. Maybe i would not be so dissapointed if we shop around for hotel and price instead of hotel branding. I cannot remember the last time i received an upgrade on both United and SPG. I am not sure what my hotel or airline stragery will be in 2013. This year i completed 200k on United and 150 nights at SPG.
I believe one should maximize the benefits offered. I mean this is a selling point the use to promote the use of their services. As for acting entitled, it really boils down to attitude and behavior. I think if you are civil and respectful you have a justified expectation that you have earned these benefits. Lastly, this constant use of the phrase “first world problems” is kinda getting silly. I would venture that most of your readers DO live in the first world after all. I certainly aren’t ashamed that I enjoy the benefits of being a member of the first world.
Side note: you wouldn’t think I had a first-world education with all the typos above! Ha.
@Victor, don’t worry, I can’t spell!
Thanks for saying this. I’m getting really sick of the blogs on Boarding Area where every time they don’t get a suite, the blogger finds it necessary to cause a mini-scandal. Be thankful for what you get. And it means a lot from someone like you who actually stays this many revenue nights and isn’t just gaming the program.
I agree with Victor. What is your approach when upgraded suites are available at a hotel, but they won’t put you in one? SPG properties are notorious for this. You are spending 150 nights per year being loyal to one brand – you could certainly spend those nights at Hyatts or Marriott if you wanted (I assume that). But you are loyal to SPG, that loyalty is worth something and SPG knows that and provides the benefits subsequently. Is it a sense of being ‘entitled’ to call out a property if the pre-agreed upon benefits are not being delivered? I don’t think so.
I disagree. I am United 1K – Platinum SPG with over 80 nights this year. Unless it’s around the holidays and the hotel looks packed (and you checked online inventory) and no suites or upgrades are available, then I understand not getting one. Last week I checked into a Marriott London County Hall – Front Desk Mgr said only room they had was an interior facing room on 2nd floor. Get to the room, key doesn’t work the battery is dead. They move me to a 5th floor room with beautiful view of London eye. I am a Marriott Platinum. The idiot at the front desk said that was the room they could give me – and imagine that 5 minutes later a beautiful large room with a great view opened up. This infuriates me. I deserve that room. I have paid thousands of dollars to Marriott, Starwood and United. If a better room is available and it’s likely going to go unsold – I deserve that room. Then again I am a 20s something with an MBA who wants everything you described when interviewing the young lady you mentioned. Sometime I feel like these programs don’t value my loyalty. Case and Point last week. Orange County – SFO, 6 first class seats open and they were selling at check in counter for $49. Wow so the airline really needs that $49 huh? I did eventually get the upgrade on the short flight – but why do you value my business so little, they are valuing me at less then $49 for this instance.
I am sure I sound snobby, but you know what I went to school, worked hard, have a masters. Work my ass of, am on the road 125-140 days a year. I do feel I am more entitled to others. I am sure most of you will disagree with my points.
One more thing. While in school at UC Irvine. I worked at the Ritz Carlton Laguna Niguel and St. Regis Monarch Beach. 2x as a restaurant manager and also Front Desk Asst. Mgr as well as MOD. Hotels like the Ritz, Regis, JW, the higher end hotels may look before you arrive of where they are going to put you – may look into your preferences, past stays, etc. However your typical 500 room marriott or Westin doesn’t really care. I promise you the training that goes into Front Desk Agents is not very thorough when dealing with Elites, the benefits they should receive, etc. In the Dallas Marriott the first time someone realizes you are platinum won’t be until you check in and your reservation notes pop-up. This isn’t exactly anticipating our needs. How often do you hear “Welcome Back Mr. XXXX, I have already upgraded you to a deluxe view room, thank you so much for your continued loyalty.” This is similar to verbiage at the Regis, The Mandarins, The Regis, Etc. Service is a lost art, they must do everything in their power to make sure elites and the highest level at that are always taken care of and given the highest priority. I could very easily start staying at Hyatt, Hilton, Kimpton, the hotels know that too, unfortunately a lot of times they don’t take the extra effort to ensure we are happy. As a rule most hotels will try and bump you up one class of room if they can. If they don’t want to give me the upgrade this is available, perhaps I will start staying at places that will. I am not saying this happens to me frequently but if it were to, I would consider changing loyalty brands. I spend to much time and money at their hotels to not be given perks and benefits and upgrades, etc. I do feel I am different and should be treated differently then the person who stays 3 nights a year and paid through Expedia.
I suppose I don’t share the same socialist-like opinions that many of your readers who are responding to this blog today hold.
Working in the industry I can say the most silly complaint I’ve heard recently was of a elite member who was proactively upgraded to a 2 room suite. The guest thanked the desk, even pointing out how she never got upgraded. The next morning she said the suite was excellent, however, since she didn’t give them permission to upgrade her she should receive a complete refund.
As an elite tier member myself, I never care about most of the perks. I’m all about using my points for free rooms.
@Tony – that’s the most insane complaint! She should have been kicked out of the program.
@Jason – thank you. I too am really fed up with those who are gaming the system. It hurts those of us who don’t!
@Erndog – i think it’s all about the way people go about “calling out the hotel”. Speaking calmly and nicely to someone doesn’t make you entitled. It’s when you make a scene that you become entitled IMO.
Wonderful post. A few years ago, a UA FA said to me that they can pick a million miler out in seconds…quiet and hardly asks for anything as compared to a Premier Silver who feels entitled to ask for the moon and demands everything by starting with “I’m a Premier.” Now with 3 lifetime status levels across 1 airline and 2 hotels, I can say that to this day, 99% of the time, they all still continue to take care of me. If a better room is available, I get it without asking. If I ask to pay for club level access, they generally add it to my room key and waive the charge. An upgraded flight or a flight change, no problem…thank you for the many years of commitment to us. This past weekend we traveled to Canada. Three different hotels across two brands all with upgrades on arrival and some waived charges and bonus points, a rental car upgrade with an extra unexpected discount and preferred seats on the flight out and a free flight change on the way home to an earlier flight with preferred seats. In the end, I’m happy with a good clean bed and a safe flight.
@John – i agree, it pays to be loyal and be nice!
[...] The Entitled Traveler [...]