Flyertalkers,

We'll never get so much business that we stop caring deeply about our loyal members. Guest care is embedded in our Kimpton DNA. I hope that that care is demonstrated not only on this board but in every hotel experience. We have set policies that we have to adhere to like any company, but we think we are pretty generous with perks overall.

I sat here for a while reading these comments, and thought about what to write, and finally concluded that all I can do is express our genuine and heartfelt care, but I can't apologize about our policies. We are doing everything we can to address the inconsistencies you have brought to our attention here and in private messages. Your feedback (thank you!) has been escalated to our top leaders, who are actively investigating and addressing. These comments are not falling in a corporate black hole but rather on the desks of people who very much care.

Susan