Originally Posted by
The Road Goes On Forever
FWIW, from the perspective of someone on the other side of the desk, 99.99999% of HH members I've encountered have no clue what the program rules/benefits are, nor do they show any interest in finding out about them. As long as they can redeem some points to buy stuff on Amazon or get some free nights once in a while, they're good. A lot of posters on this site are concerned with extracting as much value or ROI out of the program as possible. That's not the concern of John Q. Public HH member by a long shot. They will happily continue to pay for the card without thinking twice about it regardless of what's going on.
You are 1000% correct here. I know people who do the 100k miles plus a year, many hotel nights for work, etc., who look at a hotel as "good, a clean room and bed" and don't particularly care about breakfast credit (they'd expense it anyway). On a flight they look at the upgrade list but aren't keeping notes and screenshots tracking the order by the minute and interrogating agent as to why person number 4 is now person number 2 on the list. Upgrades happen, it's nice when it does. I count myself lucky that most of my travel now I can achieve in a day trip and I'll take that 5am outbound and get home at midnight to avoid a hotel stay.