A preferred guest? Or just a member? Which would you prefer?

The Renaissance St. Pancras Hotel, a Marriott property in London, used to be both an old hotel and the train station.  It has been fabulously restored.
The Renaissance St. Pancras Hotel, a Marriott property in London, used to be both an old hotel and the train station. It has been fabulously restored.

There is an old adage of the seasoned – and discerning traveler – and that is this: never set foot on an airplane or in a hotel room without being a member of their frequent guest/flyer program.   Even if you don’t travel often, or are taking that airline only because there isn’t an alternative just this once – you should still be collecting points of one sort or another.  We gave this piece of advice to our then 20-year-old son when he began jetting around the world as a dancer with Les Ballet de Monte Carlo.  So, even on airlines that they booked only once, he collected miles.  Then, two years ago when he began preparations for relocating to London, he had enough frequent-flyer miles in several different accounts to redeem for many a weekend trip between Nice and London.  But not all programs are created equal.

Our own hotel loyalty program memberships go back many, many years.  Let’s go back about 20 years when we first found ourselves as frequent visitors to Toronto.  Loyal to the Sheraton brand, we had only recently learned the lesson of joining various hotel loyalty programs when one weekend our travel agent (that was before the days of online bookings) couldn’t get us a room at the Sheraton downtown Toronto.  He told us he’d put us as an equivalent downtown hotel , and we found ourselves checking into the Marriott at the Eaton Centre – there is no finer location when visiting Toronto.   But it was Marriott’s staff that made us sit up and take note – and in fact, made us eschew the Sheraton for many years of travel there and far beyond, finding as we did the high quality of the staff training extended far outside of their Eaton Centre location.  So over the years we found ourselves rising ever higher in the Marriott Rewards program which has frequently been voted one of the best in the world.  And it’s not hard to see why.

With some 3700+ properties around the world under their various brands, it’s not hard to figure out that there would be a lot to choose from when trying to redeem points for nights.  And we’ve had great luck doing so.  What we also noticed is that as we rose through gold to platinum status, we were treated rather well at the properties.  We worry, though, about how we’ll be treated when we have a year in which we don’t have as many nights at Marriott’s.  Like this year when we’re prepping to sell our house and move, and have to stay around the bay here in Nova Scotia for many more months than we usually do.  When we no longer hold platinum status will being a member be enough?  We’re not so sure, and it’s all because of Starwood.

Last summer we planned a trip to the Blue Mountains area of Ontario to see our daughter in summer theatre in Collingwood.  The nicest hotel on offer around those parts was the Westin Trillium, a Starwood property (who also owns Sheraton hotels among many other brands). So we dusted off our Starwood Preferred Guest (SPG) card which had not been used in some time, and made our reservations for a summer road trip.When we arrived to check in to the Westin Trillium we found ourselves really believing that we were, in fact, preferred guests.  We did not have any ‘status’ in the program, and yet found ourselves feeling like we do when we’re greeted at a Marriott property as Platinum members!  (Bear in mind that you have to stay 75 nights in one year to be platinum so well you should be treated like royalty: you are, after all, paying the salaries so to speak!).  We were delighted, but wondered if this was just a pleasant surprise of this particular Westin.  It wasn’t.

The view from our oceanfront room at the Westin Dawn Beach on the island of Sint Maarten.
The view from our oceanfront room at the Westin Dawn Beach on the island of Sint Maarten.

Just this past February we spent six days on the Island of Sint Maarten in the Caribbean and our hotel of choice there was the Westin Dawn Beach.  Although we now had a paltry number points actually showing up on our membership screen at check-in, we were again treated preferentially.  Then again in April, we stayed at the Westin in Dublin and felt the same wonderful treatment.  The Starwood Preferred Guest program (SPG) is aptly named as far as we’re concerned.  So where does that leave us in terms of our evaluation of loyalty programs?

The lesson we take away from this is that belonging to these programs is a good thing in the long run, but staying loyal can actually prove to be an obstacle to experiencing other brands and other types of accommodations.  The same lesson would ring true for airline loyalty programs.

This year we had to take a couple of flights outside of our usual program – Air Canada’s Aeroplan program and its connection to Star Alliance.  Add onto that the fact that we are likely to lose our particular elite status this year because we are putting off much of our travel until next year (and could not take all of our flights on Starr Alliance airlines), and we realize that we will no longer be treated as anything special.  And on an airline that’s even worse!

Despite the fact that we have been high-level elite members for many years, because we won’t have as many miles racked up this year we will lose our perks entirely – no priority check-in, priority boarding, free checked baggage etc.  So, where’s our incentive to continue to be loyal to Air Canada?  Well, and this is a message to loyalty programs, there isn’t one.  This means that for all intents and purposes, Air Canada has lost good customers.  The next time we’re looking for a business-class ticket to London from Toronto, we are just as likely to book on British Airways.  Over the years we would not have even considered it.

So here is the challenge for these programs: how are you going to find a way to keep your frequent flyers when they get to a point in their lives when they have the luxury of choice?  Or when they have one year when they fly less frequently?  Perhaps you need to consider how you might make us feel preferred, and not just members.  Maybe the SPG program could give you a few pointers.

You might like to read: The ups and downs of loyalty programs: When is a perk not a perk?

The view from where we're spending summer this year!
The view from where we’re spending summer this year!

Ireland by castle!

Blarney Castle & gardens
Blarney Castle & gardens

Castle – the very word conjures up images of knights and ladies, opulence and intrigue.  And a trip to Ireland would not be complete without a few castles.  So, when we planned our recent chauffeured tour of the Emerald Isle, we made sure that there were castles along the way, both to visit and to stay.  So, come along with us for a trip into history and share our castle experience.

Let’s start by making sure we know what the term castle means (trust us; this is important if you’re to understand the experience!).

Most people think that castles are home to royalty and their servants (that would be a palace by actual definition), but the real definition of a castle has more to do with fortifications and protection – and it was not always for royalty, although given the resources needed to actually build one, clearly they were not erected by the common man – or woman.  So when you consider visiting – or staying in – a castle, you’re really going to be experiencing an historical creation that might have been built by royalty, but more likely was built by other powerful leaders or even families who needed to protect villages or families, or both.

Waiting to kiss the Blarney Stone!
Waiting to kiss the Blarney Stone!

As we left Dublin we headed south toward Blarney, home to the famous Blarney Castle with its legendary stone that must be kissed (we’ll get to that!).  Built some six centuries ago by a powerful Irish chieftain, Blarney Castle itself might take you by surprise.  It is a tower castle, and as such when you go inside you are on the bottom floor of a relatively small tower that once had a number of stories each of whose floor was at one time made of wood so now no longer exists – you can see right up through to the sky.  But you need to make your way up to the top via a narrow, well-worn stone stairway, and as you do, think about what it must have been like to fight your way up or down those narrow stairs!  When we reached the top we were rewarded by a breathtaking view of Blarney Castle’s gardens which were fabulous in their early-spring glory.  And at the top, the Blarney Stone awaits.

blarney stoneIn case you’ve forgotten, the whole point of kissing the stone is so that you can acquire the ‘gift of the gab.’  Well, anyone who has ever met Patty in particular will know that this is wholly redundant! But she reluctantly took her place on her back on the stone floor of the open-air battlement, and duly hung her head out backwards into the opening in the stone work as you must, since the Blarney stone must be kissed from underneath while one’s head hangs out hundreds of feet above ground.  In position, she decided that she didn’t really need to kiss the place that hundreds of other lips had just passed over.  But it was worth it all the same.  One legend has it that a certain goddess told the builder of Blarney Castle, who was at the time embroiled in a lawsuit, to kiss the first stone he saw on his way out the door for the gift of eloquence which evidently was bestowed up on him by the ritual.

Beautiful Ashford Castle from the lakefront view.
Beautiful Ashford Castle from the lakefront view.

After that first castle experience we visited a number of other tower castles, eventually making our way to County Mayo and the wonderful Ashford Castle, a very different sort of experience.  Here we stayed for two nights on this magnificent estate whose origins date to 1228.  Through the ensuing centuries, pieces were added until the estate – castle and grounds on the shores of the lake Corrib – were acquired in 1852 by Sir Benjamin Lee Guinness of the Guinness beer fame.    It was eventually sold; in 1939 it was first transformed into what was then referred to as a “first-class hotel.”  It passed through the hands of several owners until this day when it stands as a grand hotel that has been voted the number 1 hotel in Ireland by Condé Nast Traveller many times, and Trip Advisor’s number 1 European castle hotel; it has also garnered a mass of other accolades.

cheersSo we spent two days strolling the grounds and exploring the grand building, feeling a bit like royalty ourselves.  As we walked through the striking rooms, we found ourselves swept back in time.  The floors creak a bit but the décor is authentic – and priceless.  Our discerning scrutiny, as always, looks to the service as the piece that is most important in the end, and Ashford Castle did not disappoint (with one small exception of a surly bartender who was reformed by the following evening!).

We spent our last night in Ireland sitting in the magnificent lounge listening to a wonderful trio of singer, pianist and guitarist whose smooth melodies lulled us into complete relaxation.  Their rendition of The Fields of Athenry will always stay with us – haunting us, no doubt, until we return to the Emerald Isle.

Welcome home: To ‘The House’ Barbados

The rainbow view from our varandah at The House.
The rainbow view from our verandah at The House.

Once upon a time, whenever you landed on a tropical island in the Caribbean in the middle of a long, cold, northern winter, you emerged from the plane into the bright sunshine, quickly feeling enveloped by the warmth of the breeze.  You breathed deeply and immediately began to feel relaxed as you walked down the steps to the tarmac, rather than into an enclosed jet way.  These days, with the airport improvements being enjoyed by the islands, this is a less common experience unless you’re traveling inter-island on the Caribbean’s own airlines in tiny planes.  But there are some hold-outs.

Despite modern improvements, landing in Barbados a few weeks ago was still like the old days: we walked down those steps and into the terminal building, knowing at once that we were indeed on vacation.It’s been only two years since we were last in Barbados, when we stayed for three days at the Crane on the Atlantic coast en route to a cruise.  And since we rarely like to repeat experiences, we decided that this year we’d try a property on the west coast, in an area that tourist brochures refer to as Barbados’ “Platinum Coast” in a property simply known as “The House.”  The final detail that moved us in this direction was when Patty read on their web site that they are “adults only.”  At this point in our lives, that’s a real selling point! And with only 34 suites, this was a property that might just meet our needs.

We arrived at The House in the early afternoon, and were greeted warmly by a striking, immaculately turned-out woman named Vanita, whose precise function was not yet clear to us – but it soon would be.  She invited us in as one might invite a cherished guest into one’s personal domain.  She immediately made us feel at home by installing us into deeply cushioned sofas in the lounge which was open to the outdoors both at the front and at the back which led directly to the pool and the beach beyond.   We sipped rum punch, and she began to tell us about the property that would be our home for the next five days.  The House has no front desk, no bellmen, no line-ups, no request that is impossible.  What they do have is staff that is, to a person, there to help you with anything you desire.You see, Vanita was actually one of several personal concierges, and each of the employees was an ambassador.  Everyone from the bar-tenders to the wait staff could be counted on to answer questions and to assist us with anything at all – and they did.

As soon as we were ready, Vanita showed us to our suite on the second floor of the three-story building.  An oceanfront junior suite (all the ‘rooms’ are all suites), the room was more than adequate with its recent refurbishments that included a wonderful bathroom, fabulous terrace, and breathtaking views of the surf.  We knew that at least the suite would make us happy for five days!

The romantic lounge area in the evening.
The romantic lounge area in the evening.

But the service was what really impressed us.  We’ve often said that as discerning travelers who ourselves are in what can only be described as service industries (see our profile for details), we are focused on finding  those places – hotels, airlines, cruises – where service is of the utmost priority. From the included champagne breakfasts, to the dining at their restaurant Daphne’s, to the wonderful beach with a lounge chair and umbrella for everyone, to the fantastic company (most of the guests were British), this Property did not disappoint in any way.

One day as we sat in our comfortable, cushioned lounge chairs, bottles of water that had just been delivered by the beach ambassador at hand, two women approached us (all beaches in Barbados are public).  Evidently one of them had stayed in this hotel some years ago when it had a former incarnation.  She wanted to know if it had been turned into condos.  When we told her no, she asked, “It is reasonably priced?”

This is always a difficult question to answer, so Patty asked, “How would you define reasonable?”

“Under $200 a night?” she replied.

“Oh, well,” we said.  “Perhaps not, then.”

But for us it was – because even at these prices (and it is a bit expensive in the high season), the value is truly there.  It was a wonderful way to begin our three weeks in the islands.  And we are likely to stray from our usual approach to not repeating experiences: we will go back.  On to the Seabourn cruise next post.

The main entrance.
The main entrance.

If you’re interested in The House, their web site is http://www.thehousebarbados.com/ .

La Mansion Inn, Costa Rica: Wonderful memories in the dead of winter

Pura vida!  That’s Costa Rica’s tag line and it truly does give you a taste of a pure life.  With its myriad outdoor sights and adventures, we thought that we’d have to spend another post on the delights that it holds.

At this very moment, we’re in Hawaii which is giving us many wonderful memories to share with you on our return.  In the meantime, we have a new YouTube channel [but don’t tell anyone!  We’ll launch on our return!].  On that channel we’ve begun to create videos for a more on-the-scene kind of information for those who are sharing these experiences with us.

So, until we return home full of stories about the Hawaiian Islands for you, welcome to La Mansion Inn in Manuel Antonio, Costa Rica!