Delta Airlines Stepping Up Amidst TSA's Errors

Its not a hidden mystery to those of you that know me, but Delta Airlines is not one of my favorite carriers to work with in our industry. I'm sure if you searched our twitter page, facebook page or even this blog you could probably find multiple bemoanings of Delta. Its sometimes a bitter pill for me to swallow especially considering they are headquartered and employ hundreds of people in my beloved home state of Georgia. But the fact of the matter is, their customer service level is very rarely, if ever, ranked near the top of the charts.

However, I was intrigued by SmarterTravel.com's article this morning stating that Delta had announced a new policy to provide refunds, albeit on a case-by-case basis, to those travellers who have experienced extenuating circumstances by the new TSA security procedures. Delta failed to define what those may be but I'm assuming that means it will depend on whichever agent you get on the phone when you call their 800 number. So finally Delta, a step in the right direction...kudos to you. Just please keep it up!

Unfortunately, air travel in general isn't fun anymore, but the excitement and allure of visiting new places has definitely warn off in the past few weeks due to TSA's wonderfully implemented new security policies. Obviously that is said with a bit, maybe a lot, of sarcasm as I think everyone in our country would agree that TSA is also lacking in the explanation and customer service department.

The stories coming from travellers have captivated my attention for the last week, and I have to honestly say I agree with the "Don't touch my junk" gentleman who was complaining his fourth amendment rights were being violated. I was even more awe struck by the TSA agent who said you give up a lot to fly as soon as you purchase a ticket because I don't remember the airlines adding any of that verbiage to their contract of carriage. For those flying at the holidays and those business travellers like myself, we wish you good luck and godspeed for your next TSA encounter.

Finally Good News for City Center

Just last week I was lamenting on the latest issue to go wrong with City Center, but finally MGM was thrown a bone from the hospitality world. Two hotels, The Mandarin Oriental and the Aria Resort & Casino, were bestowed the industry's highest honors: AAA's Five Diamond Award. This accomplishment is an incredible coup for MGM considering both properties have been opened less than a year and the Five Diamond Award accounts for less than .27% of all properties rated worldwide. Cheers and Congratulations for a job well done!

City Center Las Vegas Continues to be Plagued by Problems

According to MGM Grand's third quarter financial filing report, the Harmon Hotel in City Center will likely never open. The last building to be opened in the massive project, the property was originally designed to be a boutique non gaming facility in the heart of City Center. Unfortunately, in 2008 MGM Grand was ordered by inspectors to reduce the size and scope of the project due to structural and construction problems. MGM Grand went ahead with construction plans to open the hotel as a 400 room property, but after recording a $279 million fine due to the problems it now seems to be a far-fetched idea the hotel will even see a customer before 2012. Discussions have now centered on if the current building can even continue to be utilized or if it will benefit MGM Grand to consider demolishing and starting over....an idea that many believe MGM's financial woes can't handle.

The Resort at Pelican Hill...Better than Palmilla in Cabo?

While I must admit that the One and Only Palmilla in Cabo is one of my all time favorite resorts, I think I may have found a new property that could give Palmilla a run for its money as the best destination resort in North America. Now I know, some of you, especially my incentive clients are going to balk at the thought of something better but trust me when you build a resort with $1 billion in cash, there is no stone unturned, or crack in the pavement, or a paint chip, or bad service....I can keep going and going.

The Irvine Company truly spared no expense in the design and creation of such a fabulous and unique resort community. Each bungalow begins at an amazing 847 square feet of living area, plus an outdoor patio area that includes 2 chaise loungers and a table for two. There are only a few garden or golf course views, as many of the 144 bungalows offer idyllic Pacific Ocean views. The breezes off the water aren't bad either, and with no humidity or bugs many days I sat with my doors wide open.

The bungalows can be configured into a one or two bedroom option to accommodate multiple family members or multigenerational trippers. And with these options square footage grows to over 2000 square feet. Way bigger than my first apartment. Not to mention, each room has its own fireplace, 52" plasma HD flat screen tv, a bathroom the size of my bedroom with an oversized, incredibly deep soaking tub, granite tiled shower for 2 and a shuttered partition window that can be opened to showcase the beautiful views off the balcony.

There are no resort fees so WiFi in every inch of the property is complimentary, along with bottled water, newspapers,fitness center and spa access. Spread out on the rolling hillside and encompassing over 500 acres including two Tom Fazio designed golf courses, bellman offer rides to every corner of the resort and their service is quicker than you can snap your fingers. Transportation service is even offered down to the beach, where you are given a beach bag full of towels, toys for the kiddos and bottled water. At the Beachcomber restaurant you are met by a beach concierge who sets you up with chairs, umbrellas, blankets and answers every need from drinks to walking options to activity ideas. Shuttles also run to the Fashion Island Mall, which is definitely not a place to miss even if you only want to people watch. Trust me, everything in Orange County is beautiful...the resorts, golf courses, homes, people, cars.....

The Coliseum Pool measures an exact 147 foot circle and each chair boasts a view of the Pacific. Cabanas are available for day rental complete with flat screen tvs, bar service, mini bar, and staff. The Grill at the Coliseum draws locals and guests alike, and provides breakfast, lunch, dinner and drinks throughout the day. The Spa and Fitness center are lavish. No detail was forgotten and the fitness director offers daily beach walks, yoga classes, and a Friday evening Soiree where a local artist is on hand creating an amazing piece of work in which the guests can participate. The Spa...oh how I wish I was back. The relaxation room was truly dreamy with exotic teas, food service, gauzy and flowing curtains partitioning off the room that was filled with cushy and plush sofas, chairs and ottomans. There is a large Roman soaking tub heated to 102 degrees and filled with mineral water, a dry sauna and eucalyptus steam room. Definitely treat yourself to a service at the spa.

Andrea's is the Resort's signature restaurant offering Northern Italian fare and truly one of the best in the OC, if not America. Our waiter was impeccable and most of the staff has been on hand since day one. The Risotto for two is an experience in and of itself in regards to taste and preparation. True Italian chefs were brought over to provide insight and design ideas for the restaurant and the menu.

Stay tuned, more tomorrow on the Villas - who wouldn't want their own private butler, Camp Pelican - every child's dream destination, and Golf!

Meeting Industry Council of Colorado

Today I'm blogging from the Sheraton in Denver, where MIC is celebrating its 10th anniversary. The week started with supplier receptions and culminated with the event today. Its filled with great workshops for both planners and suppliers as well as a supplier trade show in the afternoon. Everyone in the Denver event planning business is here, and the speakers have been awesome. If you haven't heard of Colleen Stanley, check out her website at www.salesleadershipdevelopment.com. This is the second time I've heard her speak on sales and ideas to grow you business and each time she surpasses my expectations of the past. No matter which industry you are in, she is one to follow. Brian O'Malley was the keynote during the lunch and he is owner of www.adventurespeaking.com and wow is all I can say. His topic at lunch was finding your Everest, your passion, something that keeps you awake at night and conquer it. Thank you MIC for a great 10 years in the business we all love.

More Happy Airline News

Well, not really...as if the airlines making changes will surprise you. Continental has decided to end the free meal deal on their domestic flights and will begin charging for meals. Joining the ranks of the other mega carriers, Continental will save $35 million per year by eliminating this last free perk. The airline will continue to offer free beverages (coffee, tea, soft drinks, etc) and snacks, but any meals will cost the passenger.

American Airlines was fined this week over $700,000 by the FAA due to maintenance violations. Hmm, can't they find something else to skimp on than maintenance issues? Really, I'm thinking food poisoning might be better than an engine which quits working at 35,000 feet.

And in other airline news, the major airline execs are still heavily protesting the pending new tarmac delay rule which will allow aircraft to return to the gate to let passengers disembark rather than sitting on the tarmac for hours upon end. Airline officials are worried that fines could be as high as $27,000 per passengers. Which in my opinion is totally worth it if you are going to leave me overnight on a 50 seat jet without food or restroom facilities as what happened to a flight last year.

Something Out of the Ordinary

Whether you are looking for some sun and fun times or wanting to offer an incentive retreat that is beyond normal, check out Windstar Cruises. The ships are more intimate than the larger cruising vessels of today and accommodate only about 300-600passengers vs. the 5000 plus people found on the mega ships. You actually feel the water and when the sails are up, you are literally sailing across open seas. The staff is fantastic and go above and beyond to satisfy every request and activities abound with every port stop. Windstar is also offering a future cruise credit of $250 per person for guests that book by June. What wouldn't be a better way to reward your top sales person or best client with a true Caribbean cruise experience and they leave with a little incentive to come back on another vacation.