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La Quinta Inn Complaint - La Quinta "loyalty" program - points forfeited without warning
Complaint
A few weeks ago my 13,000+ points from La Quinta's loyalty program inexplicably disappeared, just shortly after receiving my most recent statement. I emailed their customer service department and was told my points had expired, and that they would reinstate them only if I logged another stay at a La Quinta hotel.
Say what? No warnings of expiring points, etc. I emailed them back requesting that my points be reinstated. They claim my points were forfeited because I hadn't stayed there recently enough. This was their reply:
"Discussion Thread
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Response (Barbara) - 01/25/2011 12:41 PM
Dear jeremy wood,
Thank you for choosing La Quinta Inns & Suites for your hotel travel plans.
I am writing in response to your request to reinstate your forfeited points.
I do apologize once again but I am unable to return the forfeited points. Once you have completed a paid stay please notify me via this email and I would be happy to return the points to your account once the stay is verified.
I do hope that you will continue to use La Quinta in the future and I look forward to hearing from you again.
Please do not hesitate to contact La Quinta Returns at 1-800-Returns (1-800-738-8767) or 1-800-642-4258, if you have further questions or concerns.
Sincerely,
Barbara Swim
La Quinta Returns
[---001:000895:18558---]"
completely absurd.
Say what? No warnings of expiring points, etc. I emailed them back requesting that my points be reinstated. They claim my points were forfeited because I hadn't stayed there recently enough. This was their reply:
"Discussion Thread
------------------------------
---------------------------------
Response (Barbara) - 01/25/2011 12:41 PM
Dear jeremy wood,
Thank you for choosing La Quinta Inns & Suites for your hotel travel plans.
I am writing in response to your request to reinstate your forfeited points.
I do apologize once again but I am unable to return the forfeited points. Once you have completed a paid stay please notify me via this email and I would be happy to return the points to your account once the stay is verified.
I do hope that you will continue to use La Quinta in the future and I look forward to hearing from you again.
Please do not hesitate to contact La Quinta Returns at 1-800-Returns (1-800-738-8767) or 1-800-642-4258, if you have further questions or concerns.
Sincerely,
Barbara Swim
La Quinta Returns
[---001:000895:18558---]"
completely absurd.
Comments:
Posted by momsey on 2011-01-25:
What are the terms of the program? Do you have to stay there within a 12 month period or the points get forfeited. Sounds pretty reasonable that they will reinstate your points once you stay there again. I don't see why that is absurd.
Posted by leet60 on 2011-01-25:
Almost all these hotel rewards programs are similar. For La Quinta, the terms state:
Members who do not have any stay activity within an 18-month consecutive period may be removed from the program and all accrued points will be forfeited.
Members who do not have any stay activity within an 18-month consecutive period may be removed from the program and all accrued points will be forfeited.
Posted by jktshff1 on 2011-01-25:
I cash my hotel points out in December, in time to use them for Christmas.
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