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When (and how) to talk to your hotel’s general manager

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A hotel’s general manager can make your stay at a property that much better, said Bettina Landt, general manager of the White Elephant on Nantucket in Massachusetts. Landt also said that most guests don’t take advantage of what they offer.

Following are tips on how to use your hotel’s general manager:

Most travellers only talk to their hotel manager when there’s a problem. Instead, you should seek them out as soon as you arrive. They can be a huge help, and a great friend.
Most travellers only talk to their hotel manager when there’s a problem. Instead, you should seek them out as soon as you arrive. They can be a huge help, and a great friend.  (LARS LEETARU / The New York Times)

The hotel is sold out

Although there’s no guarantee, general managers may be able to get you a room at their properties when the inventory is showing as sold out.

It’s always worth asking to speak to them for help. If they can’t help you right now, they probably know when a room may become available and how you can snag it when it does, since they know the cycles of their inventory better than anyone.

You’d love to upgrade

While hotels usually assign rooms the day before guests check in, room availability often changes the day they arrive. The check-in staff has some discretion to upgrade guests, but the general manager yields more authority to do so.

If you’re looking for an upgrade, ask to speak to the manager when you arrive and before you check in. Make it clear that you want to get to know them and ask their help while you’re in town, if they’re available. Be cordial and accept their answer if they don’t have any upgrades available. Another insider tip: General managers usually look over room assignments, and if you’re a regular guest, your chances of an upgrade are more likely.

What to do around town

Guests usually turn to the concierge staff when they want ideas of local activities, sights and restaurants, but the general manager can also help, Landt said. “We’re ambassadors for the destination and love giving advice on what to see and do,” she said.

Landt often shares her favourite menu items at various restaurants on Nantucket with guests, and recommends her favourite activities for children that her own children have enjoyed. Also, general managers are well connected in their destination and can make introductions to local artists, store owners and managers at bars and restaurants whom you may not normally meet.

You want someone in your corner

Many guests don’t meet their hotel’s general manager and may not even know who they are, but they should, Landt said. “I love when guests introduce themselves,” she said. “Over the years, I’ve formed great relationships with many of them.”

She advised seeking out the general manager a few times throughout your stay just to say hello and share feedback on the hotel as well as your trip, overall, even more so when someone is doing a great job and deserves praise. This personal connection sometimes has benefits: general managers will often arrange for a round of free drinks at the hotel’s bar for guests they know, and will also take care to ensure that they get a prime table at the property’s restaurant. But don’t go into it expecting to get something out of it. It’s certainly enough to make a new friend when you’re far from home.



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Travel & Escape

A scramble, but worth it for the rewards points

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On the shortest day of 2017, a day with less than eight hours of daylight available in my corner of the Northern Hemisphere, I squandered any opportunity I had to soak up some vitamin D, choosing instead to sit in planes and airports. I was a woman on a mission. An inane, pathetic mission, but a mission nonetheless.

Three weeks earlier, I had decided to fly from Baltimore to Providence, Rhode Island, have lunch with a friend, then return home in time for dinner. Projected time on planes: two hours, 30 minutes. Projected time in airports: three hours. Projected time in cabs to and from airports: 70 minutes. Estimated time in Providence, not counting airport or taxi: two hours, 20 minutes. And that was if nothing went wrong — a big “if” four days before Christmas.

There are four benefits to Southwest’s A List: priority boarding, free same-day standby, priority check-in and security lane access, and a 25-per-cent earning bonus on every ticket purchased.
There are four benefits to Southwest’s A List: priority boarding, free same-day standby, priority check-in and security lane access, and a 25-per-cent earning bonus on every ticket purchased.  (Ariel Davis / The New York Times)

No, I was not delivering an organ for transplant, although that should have been my cover story. I was on a quest to earn 297 TQPs — tier qualifying points — in the Southwest Airlines Rapid Rewards program. Since 2009, I have effortlessly qualified for the airline’s A List program, in part because I was on book tour every year except 2013. In the heady days of 2014, I made it to the next level, A List Preferred, minutes before the stroke of midnight on New Year’s Eve.

Last year, however, I once again didn’t publish a book. As the year wound down, the graphs showing my progress toward the A List remained stubbornly fixed at 34,703 TQPs and 20 flights.

To qualify for 2018, I needed either 35,000 TQPs or 25 flights by Dec. 31. There was no weekend in which I could travel, no weeknight available for me to be away from my chaotic household. My one business trip in December was to New York, where it made no sense to fly Southwest, as the only non-stop flights are to Islip on Long Island. The almost-three-hour regional Amtrak was the far better bargain in terms of time.

You might have inferred by now that I am a bit of a travel nerd, someone who knows that Dulles Airport is abbreviated IAD, that one should never use the ladies’ room closest to the gate of your just-arrived plane and that TSA personnel at New Orleans’ Louis Armstrong International Airport excel at finding forgotten corkscrews in carry-ons. During my daughter’s toddler years, I could break down her stroller faster than most travellers can remove their shoes. I sincerely loved the 2004 to 2005 reality show “Airline,” which showcased Southwest staff.

I’m also a grade-grubber, and the very name of Southwest’s loyalty program, A List, brings out the worst in me. Obviously.

So I found the two easiest day trips out of Baltimore: Providence and Raleigh, N.C. No contest: While Raleigh is closer, Providence is both cheaper and home to my friend, novelist Ann Hood, who is always up for lunch. And as a former flight attendant who has more airline miles than any civilian I know, Ann understands insane loyalty to a loyalty program. She evinced no shock at my idea, just booked a table at Camille’s, an Italian restaurant in Providence’s Federal Hill neighbourhood.

You may wonder what was at stake in all of this, what benefits one reaps from Southwest’s A List. There are four: priority boarding, free same-day standby, priority check-in and security lane access, and a 25 per cent earning bonus on every ticket purchased.

Because I’m a Global Entry Program member and therefore usually a TSA Precheck flyer, Southwest’s “Fly By” priority lane doesn’t matter to me. But given Southwest’s open-seating policy, priority boarding is important. If you’re A List, the airline automatically checks you in 36 hours before the flight, all but guaranteeing a spot in A, the first boarding group. Otherwise, the ticket-holder needs to check in exactly 24 hours before the flight to get the best boarding position available — or pay an extra $15 (U.S.) for Early Bird check-in.

I know, I know: I’m playing for peanuts, a teeny, tiny bag of honey-roasted peanuts, but I care about priority boarding. There is only one cabin class on Southwest, so one can’t aspire to an upgrade. If I didn’t qualify for A List in 2018, I would have to pay for Early Bird or resign myself to a year in the B or C groups. If I flew 20 flights on Southwest, as I had in 2017, Early Bird fees would add up to $300. A round-trip ticket to Providence, booked three weeks in advance, cost $230.96. That represents a saving of almost $70. The Points Guy blog values Southwest A List benefits at $685, with priority boarding accounting for $250 of that total.

But those are all facts gathered after the fact. I got on that plane to Providence — which left 20 minutes late, cutting into my on-ground, out-of-airport time in Rhode Island — sure of only two things: I would have the 297 points I needed even if the plane had to turn around after takeoff, and I was probably going to have veal parmesan for lunch.

Why does A-list status matter to me? First, modern plane travel is dehumanizing and demoralizing. I am loyal to Southwest because the employees tend to be cheerful, instead of giving off the prison-guard vibe I’ve encountered on some other airlines. It’s also the busiest carrier at the airport 20 minutes from my house, with the most flights in and out.

Finally, I am conflict-averse. I don’t want to scramble for bin space or aisle seats. Boarding early limits testy encounters.

Yet I feel squirmy admitting this. The rigid delineations among tiers in loyalty programs are uncomfortably vivid metaphors for the way we live now, no matter how euphemistic the terms. (I’m “Ruby” on OneWorld flights, which sounds impressive. It’s not.) In the spring of 2015, I flew to New Orleans with my mother, a once avid traveller who had been homebound in the last years of my father’s life. I accompanied her in the regular security line; in the time it took us to clear it, my husband and daughter sailed through the PreCheck line and ate a sit-down lunch. This irked me. No one enjoys a perceived drop in status, no matter how small the stakes. Once you stop taking off your shoes in airports, you want to keep them on.

The morning after my flight to Providence, my Rapid Rewards account showed me back on the A List. I needed only 34,813 more TQPs or 28 flights to get onto A List Preferred; the catch was that I had only nine days left to achieve this. The only way to do that would have been to fly Business Select round-trip to Los Angeles at least three times, which would have cost more than $3,000. I passed.

But now the game is afoot again. This year, I have angled to take Southwest flights whenever possible on my book tour. (Email to publicist: “What if, instead of flying from Gainesville to Baltimore via Charlotte, I drive 90 minutes to Jacksonville and take a non-stop Southwest flight home?”) By April 9, I qualified for the A List. Now, A List preferred — valued by the Points Guy at $2,935 — is 13,685 points (or 14 flights) away.

So maybe this December I’ll return to Providence for another veal parm and a glass or two of nebbiolo. Although I was careful with the wine at lunch: I know from watching “Airline” that inebriated passengers will be denied boarding. Not even A List status can save you from that. Although I do have four drink coupons for qualifying again.



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Travel & Escape

A scramble, but worth it for the rewards points

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By


On the shortest day of 2017, a day with less than eight hours of daylight available in my corner of the Northern Hemisphere, I squandered any opportunity I had to soak up some vitamin D, choosing instead to sit in planes and airports. I was a woman on a mission. An inane, pathetic mission, but a mission nonetheless.

Three weeks earlier, I had decided to fly from Baltimore to Providence, Rhode Island, have lunch with a friend, then return home in time for dinner. Projected time on planes: two hours, 30 minutes. Projected time in airports: three hours. Projected time in cabs to and from airports: 70 minutes. Estimated time in Providence, not counting airport or taxi: two hours, 20 minutes. And that was if nothing went wrong — a big “if” four days before Christmas.

There are four benefits to Southwest’s A List: priority boarding, free same-day standby, priority check-in and security lane access, and a 25-per-cent earning bonus on every ticket purchased.
There are four benefits to Southwest’s A List: priority boarding, free same-day standby, priority check-in and security lane access, and a 25-per-cent earning bonus on every ticket purchased.  (Ariel Davis / The New York Times)

No, I was not delivering an organ for transplant, although that should have been my cover story. I was on a quest to earn 297 TQPs — tier qualifying points — in the Southwest Airlines Rapid Rewards program. Since 2009, I have effortlessly qualified for the airline’s A List program, in part because I was on book tour every year except 2013. In the heady days of 2014, I made it to the next level, A List Preferred, minutes before the stroke of midnight on New Year’s Eve.

Last year, however, I once again didn’t publish a book. As the year wound down, the graphs showing my progress toward the A List remained stubbornly fixed at 34,703 TQPs and 20 flights.

To qualify for 2018, I needed either 35,000 TQPs or 25 flights by Dec. 31. There was no weekend in which I could travel, no weeknight available for me to be away from my chaotic household. My one business trip in December was to New York, where it made no sense to fly Southwest, as the only non-stop flights are to Islip on Long Island. The almost-three-hour regional Amtrak was the far better bargain in terms of time.

You might have inferred by now that I am a bit of a travel nerd, someone who knows that Dulles Airport is abbreviated IAD, that one should never use the ladies’ room closest to the gate of your just-arrived plane and that TSA personnel at New Orleans’ Louis Armstrong International Airport excel at finding forgotten corkscrews in carry-ons. During my daughter’s toddler years, I could break down her stroller faster than most travellers can remove their shoes. I sincerely loved the 2004 to 2005 reality show “Airline,” which showcased Southwest staff.

I’m also a grade-grubber, and the very name of Southwest’s loyalty program, A List, brings out the worst in me. Obviously.

So I found the two easiest day trips out of Baltimore: Providence and Raleigh, N.C. No contest: While Raleigh is closer, Providence is both cheaper and home to my friend, novelist Ann Hood, who is always up for lunch. And as a former flight attendant who has more airline miles than any civilian I know, Ann understands insane loyalty to a loyalty program. She evinced no shock at my idea, just booked a table at Camille’s, an Italian restaurant in Providence’s Federal Hill neighbourhood.

You may wonder what was at stake in all of this, what benefits one reaps from Southwest’s A List. There are four: priority boarding, free same-day standby, priority check-in and security lane access, and a 25 per cent earning bonus on every ticket purchased.

Because I’m a Global Entry Program member and therefore usually a TSA Precheck flyer, Southwest’s “Fly By” priority lane doesn’t matter to me. But given Southwest’s open-seating policy, priority boarding is important. If you’re A List, the airline automatically checks you in 36 hours before the flight, all but guaranteeing a spot in A, the first boarding group. Otherwise, the ticket-holder needs to check in exactly 24 hours before the flight to get the best boarding position available — or pay an extra $15 (U.S.) for Early Bird check-in.

I know, I know: I’m playing for peanuts, a teeny, tiny bag of honey-roasted peanuts, but I care about priority boarding. There is only one cabin class on Southwest, so one can’t aspire to an upgrade. If I didn’t qualify for A List in 2018, I would have to pay for Early Bird or resign myself to a year in the B or C groups. If I flew 20 flights on Southwest, as I had in 2017, Early Bird fees would add up to $300. A round-trip ticket to Providence, booked three weeks in advance, cost $230.96. That represents a saving of almost $70. The Points Guy blog values Southwest A List benefits at $685, with priority boarding accounting for $250 of that total.

But those are all facts gathered after the fact. I got on that plane to Providence — which left 20 minutes late, cutting into my on-ground, out-of-airport time in Rhode Island — sure of only two things: I would have the 297 points I needed even if the plane had to turn around after takeoff, and I was probably going to have veal parmesan for lunch.

Why does A-list status matter to me? First, modern plane travel is dehumanizing and demoralizing. I am loyal to Southwest because the employees tend to be cheerful, instead of giving off the prison-guard vibe I’ve encountered on some other airlines. It’s also the busiest carrier at the airport 20 minutes from my house, with the most flights in and out.

Finally, I am conflict-averse. I don’t want to scramble for bin space or aisle seats. Boarding early limits testy encounters.

Yet I feel squirmy admitting this. The rigid delineations among tiers in loyalty programs are uncomfortably vivid metaphors for the way we live now, no matter how euphemistic the terms. (I’m “Ruby” on OneWorld flights, which sounds impressive. It’s not.) In the spring of 2015, I flew to New Orleans with my mother, a once avid traveller who had been homebound in the last years of my father’s life. I accompanied her in the regular security line; in the time it took us to clear it, my husband and daughter sailed through the PreCheck line and ate a sit-down lunch. This irked me. No one enjoys a perceived drop in status, no matter how small the stakes. Once you stop taking off your shoes in airports, you want to keep them on.

The morning after my flight to Providence, my Rapid Rewards account showed me back on the A List. I needed only 34,813 more TQPs or 28 flights to get onto A List Preferred; the catch was that I had only nine days left to achieve this. The only way to do that would have been to fly Business Select round-trip to Los Angeles at least three times, which would have cost more than $3,000. I passed.

But now the game is afoot again. This year, I have angled to take Southwest flights whenever possible on my book tour. (Email to publicist: “What if, instead of flying from Gainesville to Baltimore via Charlotte, I drive 90 minutes to Jacksonville and take a non-stop Southwest flight home?”) By April 9, I qualified for the A List. Now, A List preferred — valued by the Points Guy at $2,935 — is 13,685 points (or 14 flights) away.

So maybe this December I’ll return to Providence for another veal parm and a glass or two of nebbiolo. Although I was careful with the wine at lunch: I know from watching “Airline” that inebriated passengers will be denied boarding. Not even A List status can save you from that. Although I do have four drink coupons for qualifying again.



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Travel & Escape

A scramble, but worth it for the rewards points

Published

on

By


On the shortest day of 2017, a day with less than eight hours of daylight available in my corner of the Northern Hemisphere, I squandered any opportunity I had to soak up some vitamin D, choosing instead to sit in planes and airports. I was a woman on a mission. An inane, pathetic mission, but a mission nonetheless.

Three weeks earlier, I had decided to fly from Baltimore to Providence, Rhode Island, have lunch with a friend, then return home in time for dinner. Projected time on planes: two hours, 30 minutes. Projected time in airports: three hours. Projected time in cabs to and from airports: 70 minutes. Estimated time in Providence, not counting airport or taxi: two hours, 20 minutes. And that was if nothing went wrong — a big “if” four days before Christmas.

There are four benefits to Southwest’s A List: priority boarding, free same-day standby, priority check-in and security lane access, and a 25-per-cent earning bonus on every ticket purchased.
There are four benefits to Southwest’s A List: priority boarding, free same-day standby, priority check-in and security lane access, and a 25-per-cent earning bonus on every ticket purchased.  (Ariel Davis / The New York Times)

No, I was not delivering an organ for transplant, although that should have been my cover story. I was on a quest to earn 297 TQPs — tier qualifying points — in the Southwest Airlines Rapid Rewards program. Since 2009, I have effortlessly qualified for the airline’s A List program, in part because I was on book tour every year except 2013. In the heady days of 2014, I made it to the next level, A List Preferred, minutes before the stroke of midnight on New Year’s Eve.

Last year, however, I once again didn’t publish a book. As the year wound down, the graphs showing my progress toward the A List remained stubbornly fixed at 34,703 TQPs and 20 flights.

To qualify for 2018, I needed either 35,000 TQPs or 25 flights by Dec. 31. There was no weekend in which I could travel, no weeknight available for me to be away from my chaotic household. My one business trip in December was to New York, where it made no sense to fly Southwest, as the only non-stop flights are to Islip on Long Island. The almost-three-hour regional Amtrak was the far better bargain in terms of time.

You might have inferred by now that I am a bit of a travel nerd, someone who knows that Dulles Airport is abbreviated IAD, that one should never use the ladies’ room closest to the gate of your just-arrived plane and that TSA personnel at New Orleans’ Louis Armstrong International Airport excel at finding forgotten corkscrews in carry-ons. During my daughter’s toddler years, I could break down her stroller faster than most travellers can remove their shoes. I sincerely loved the 2004 to 2005 reality show “Airline,” which showcased Southwest staff.

I’m also a grade-grubber, and the very name of Southwest’s loyalty program, A List, brings out the worst in me. Obviously.

So I found the two easiest day trips out of Baltimore: Providence and Raleigh, N.C. No contest: While Raleigh is closer, Providence is both cheaper and home to my friend, novelist Ann Hood, who is always up for lunch. And as a former flight attendant who has more airline miles than any civilian I know, Ann understands insane loyalty to a loyalty program. She evinced no shock at my idea, just booked a table at Camille’s, an Italian restaurant in Providence’s Federal Hill neighbourhood.

You may wonder what was at stake in all of this, what benefits one reaps from Southwest’s A List. There are four: priority boarding, free same-day standby, priority check-in and security lane access, and a 25 per cent earning bonus on every ticket purchased.

Because I’m a Global Entry Program member and therefore usually a TSA Precheck flyer, Southwest’s “Fly By” priority lane doesn’t matter to me. But given Southwest’s open-seating policy, priority boarding is important. If you’re A List, the airline automatically checks you in 36 hours before the flight, all but guaranteeing a spot in A, the first boarding group. Otherwise, the ticket-holder needs to check in exactly 24 hours before the flight to get the best boarding position available — or pay an extra $15 (U.S.) for Early Bird check-in.

I know, I know: I’m playing for peanuts, a teeny, tiny bag of honey-roasted peanuts, but I care about priority boarding. There is only one cabin class on Southwest, so one can’t aspire to an upgrade. If I didn’t qualify for A List in 2018, I would have to pay for Early Bird or resign myself to a year in the B or C groups. If I flew 20 flights on Southwest, as I had in 2017, Early Bird fees would add up to $300. A round-trip ticket to Providence, booked three weeks in advance, cost $230.96. That represents a saving of almost $70. The Points Guy blog values Southwest A List benefits at $685, with priority boarding accounting for $250 of that total.

But those are all facts gathered after the fact. I got on that plane to Providence — which left 20 minutes late, cutting into my on-ground, out-of-airport time in Rhode Island — sure of only two things: I would have the 297 points I needed even if the plane had to turn around after takeoff, and I was probably going to have veal parmesan for lunch.

Why does A-list status matter to me? First, modern plane travel is dehumanizing and demoralizing. I am loyal to Southwest because the employees tend to be cheerful, instead of giving off the prison-guard vibe I’ve encountered on some other airlines. It’s also the busiest carrier at the airport 20 minutes from my house, with the most flights in and out.

Finally, I am conflict-averse. I don’t want to scramble for bin space or aisle seats. Boarding early limits testy encounters.

Yet I feel squirmy admitting this. The rigid delineations among tiers in loyalty programs are uncomfortably vivid metaphors for the way we live now, no matter how euphemistic the terms. (I’m “Ruby” on OneWorld flights, which sounds impressive. It’s not.) In the spring of 2015, I flew to New Orleans with my mother, a once avid traveller who had been homebound in the last years of my father’s life. I accompanied her in the regular security line; in the time it took us to clear it, my husband and daughter sailed through the PreCheck line and ate a sit-down lunch. This irked me. No one enjoys a perceived drop in status, no matter how small the stakes. Once you stop taking off your shoes in airports, you want to keep them on.

The morning after my flight to Providence, my Rapid Rewards account showed me back on the A List. I needed only 34,813 more TQPs or 28 flights to get onto A List Preferred; the catch was that I had only nine days left to achieve this. The only way to do that would have been to fly Business Select round-trip to Los Angeles at least three times, which would have cost more than $3,000. I passed.

But now the game is afoot again. This year, I have angled to take Southwest flights whenever possible on my book tour. (Email to publicist: “What if, instead of flying from Gainesville to Baltimore via Charlotte, I drive 90 minutes to Jacksonville and take a non-stop Southwest flight home?”) By April 9, I qualified for the A List. Now, A List preferred — valued by the Points Guy at $2,935 — is 13,685 points (or 14 flights) away.

So maybe this December I’ll return to Providence for another veal parm and a glass or two of nebbiolo. Although I was careful with the wine at lunch: I know from watching “Airline” that inebriated passengers will be denied boarding. Not even A List status can save you from that. Although I do have four drink coupons for qualifying again.



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