A few weeks ago Kimpton started sharing little bits of information about the revamping of their loyalty program. This week they unveiled their new Kimpton Karma program. Well, you know what they say, Karma is a B*%&h!
I have an upcoming trip to Seattle, for the Seattle Sessions, and will be staying a few extra nights. I wanted to book a Kimpton since I’ve already hit 100 nights with Starwood. I tried to log into the new website but was unsuccessful. I got error message after error message.
I called Kimpton and spoke with someone who was incompetent and sounded like she was multitasking while trying to trouble shoot my issue. I asked a few times “are you listening to me, or talking to someone else?” After reaching my own personal boiling point, I asked to speak with a manager. The manager was very helpful and explained that my old password didn’t meet the requirements of the new system. She explained what the requirements are (you must have at least 1 number, 1 letter and it must be 8 characters or more) and said she would send me a link to reset my password. 24 hours went by and no link. So I tweeted Kimpton and they said there was a link on the website. Well, that just took me back to the same error message “this email is not associated with an account.”
I called the Kimpton Karma desk and left a message – it seems they’re so busy you can’t actually get through to a human being. When the Kimpton Karma desk called me back I missed the call. The message said “there’s a link on the website.” Ugh! Now, I’ve been trying to book at hotel for 3 days and still can’t log in.
I decided to give the Kimpton Karma desk another call today. I finally got to speak with a live human, and she was very friendly, obviously Karma was being good to her. It took her a while, but she finally figured out that the email that was in my account was an old email address I hadn’t used in a few years. She was able to change my email address for me. She confirmed all my other info and as she was doing that she said “you’re a tier 1 member.” Um, wait, no, I’m Inner Circle. She said that the with the implementation of their new system they’re still trying to work out the kinks and that if the correct status doesn’t show within 1 week, I should call back.
Curious about all of the changes that have been made, and having done enterprise software implementation myself for the last 9 years, I called the Kimpton Karma desk back to ask a few questions about the changes. This is where the Karma is a B*&$h comes in. The person I spoke with, who asked not to be named, told me that they are trying to work out all the kinks. Boy, do I know about kinks with new software implementations. I could empathize. I was told that they have been flooded with calls this week as they transitioned about 3 million Kimpton Karma members to the new system.
Members should log in, update their password if necessary, and confirm their Kimpton Karma Tier is correct, the YTD nights and YTD stays are correct and review all of their info and preferences. For example, I found my birthday to be wrong. All of the preferences that that Lana at the Kimpton Service desk (now the Kimpton Karma Desk) added on June 15 were missing.
I am looking forward to more Kimpton stays, and I’m hoping that going forward Kimpton Karma treats me well! I know how hard it is to transition to a new system, I’ve seen some crazy things happen after a conversion, and I’m sure Kimpton will get through it, but as a consumer, you should check your information for accuracy and make updates or contact Kimpton for assistance with that.
Have you experienced any good or bad Karma?