Originally Posted by ldsant

Reset your expectations. Now that Kimpton has become bigger the fabulous customer service that was the big draw to their program has been rapidly going downhill. You can tell when there is a new hire versus somebody who was hired 3 years ago. The "elders" truly and sincerely care about creating an amazing guest experience. Those who are new. . .could care less and make it obvious. It's a bit schizophrenic. BTW - I have over 35 nights so far this year. Can't even get an amenity that is a good amenity (I tend to think moldy fresh fruit does not really count here).

There are so amazing reps at Inner Circle though and one or two at properties that it just makes sense to hang in there thinking that they'll go "back" to their "foundational way" of how they used to treat their customers.