My recent experience with Radisson Rewards has been one of the most astonishing displays of customer-service ineptitude I have encountered from any global hotel group. What should have been a simple, easily resolved issue has instead revealed a loyalty programme that is uncommunicative, evasive, process-driven at the expense of common sense, and seemingly indifferent to both customer experience and basic accountability.Radisson Rewards’ handling of my recent booking has been nothing short of astonishing. I booked a Sydney property through Radisson months in advance while it was still part of their portfolio, only to discover—upon arrival—that my reservation had been silently deleted from their app because the hotel had exited the brand. Radisson provided no notification of this transition whatsoever, leaving me to arrive at a hotel I knew nothing about, with none of the elite benefits I had booked under and with no explanation until I chased them. This was a clear operational failure that created entirely avoidable inconvenience, confusion, and disruption.What followed was an even more troubling display of customer-service ineptitude (via their Instagram messaging system, since the customer relations team do not response to any emails).Despite repeatedly explaining the issue, Radisson responded with templated, irrelevant policy statements, ignored the core problem, sidestepped the question of compensation, and ultimately ceased engaging altogether. This wasn’t a complicated situation, it required only basic accountability and a simple gesture of goodwill. Instead, Radisson chose evasion over service, and rigidity over common sense, demonstrating a loyalty programme more interested in hiding behind terms than supporting loyal guests. Radisson’s actions (and inaction) reveal a programme that: • cannot maintain accurate booking records, • does not inform customers of major changes, • hides behind terms instead of providing service, • does not value VIP-tier loyalty, • and appears incapable of resolving even simple, straightforward customer issues.If this is how Radisson handles operational failures - especially for long-standing VIP members - then travelers should NEVER rely on the Radisson Rewards programme for anything involving elite status, stay credits, or customer support.Based on this experience, I cannot recommend Radisson or its loyalty programme.
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