Loyalty is Broken — Here’s How We’re Fixing It

Loyalty programs should feel rewarding, but most hotel programs feel like a frustrating game of hoops to jump through. In this solo episode, Zach breaks down why traditional hotel loyalty is failing and what needs to change. Here’s the problem: Most hotel loyalty programs are built for the brand, not the traveler. Only 18% of consumers feel they get real value from these programs, and 75% of points go unused because of complicated redemption rules and blackout dates. Instead of fostering genuine loyalty, these programs often leave guests feeling unrecognized and unmotivated to return. So, what sh...