The Bonvoy Problem

Look out! Here come the rewards members!

Points programs are destroying the luxury-hotel experience. Can anything stop the freeloaders?

By Mark Ellwood

Several years ago, at a confidential meeting hosted by one of the world’s top hotel chains, a manager launched into a rant. He ran one of the chain’s flagship ultra-luxury properties and was facing a constant, unfixable problem: guests staying for free on points.

“These folks showed up with coolers full of their own food, and had everything removed from the mini-bar so they could put it in there,” he said. “Their sole goal was to stay in the hotel, and spend as little as possible, making sandwiches at the breakfast buffet”—included in the rate—“then stashing them in napkins READ ON