Hilarious, humiliating admission by Bilt Rewards

I woke up this morning and, compulsively reaching for my phone, saw a tweet so embarrassing I had to read it 3 times to make sure I understood it correctly. Twitter user @playalaguna asked Richard Kerr, the Senior Director of Travel at Bilt Rewards, a perfectly sensible question: “Why is BILT rounding dollar amounts down on points, $2.99 crediting as $2. Most cards round up, at least when it is $.50 and above...

Now, you may find this user’s tone a bit more aggressive than absolutely necessary, and you may find quibbling over a maximum of 3 Bilt Rewards points (since the co-branded credit card earns 3 points per dollar spent on dining) to be a bit extreme, but the quibble is a perfectly reasonable one, especially since as playalaguna mentions, virtually all rewards credit cards solve the problem by “erring” on the customer’s side.

Now consider the possible responses you could make as a high-profile figure in the travel hacking community and brand ambassador for your company. A few obvious options:

  • Neutral: “Thanks for bringing this to our attention! We’ll reach out to our credit card partner and make sure points are awarded correctly going forward.”

  • Apologetic: “Sorry about that! A lot goes into launching a brand new rewards program and credit card partnership, and we overlooked that. That’s why your feedback is so important to us.”

  • Legal/Technical: “For privacy reasons our current relationship with Wells Fargo only allows us to see whole dollar amounts for transactions so we are only able to award points in whole dollar increments. We’re working to change that and we hope you’ll be patient as we resolve this issue.”

What did Richard Kerr say? “Economics for a startup worked on whole dollar spent. Now that we’re a year in, we’re looking at making all these rules and idiosyncrasies as rewarding as possible. Send me a DM and I’m happy to award you the point.

This is an astonishing admission. Kerr is saying that not only was this “rounding down” a known issue, it was not a bug, but a feature of the program! Bilt Rewards deliberately short-changed its credit card users in order to award them as few points as possible, in order to keep people from reaching redemption thresholds as long as possible, in order to spend as little money as possible, in order to stretch their startup funding as long as possible.

To call this “customer-unfriendly” would be a gross understatement. It’s downright customer-hostile: the customer is the enemy at the gates, trying to get as much value as possible from our program, and our corresponding duty is to give them as little value as possible.

But more than that, it flies in the face of everything we know about how loyalty programs succeed. Rewards programs attract customers when they offer frequent positive reinforcement, even when the actual value of the rewards is negligible. A few weeks back I received my REI “dividend,” a coupon that can only be redeemed at REI, so I’m going to buy my new bike helmet at REI instead of on Amazon or at a local bike shop. A $15 quick endorphin hit is going to net REI a $45 sale, plus whatever else I pick up while I’m in the store.

Bilt took the opposite tack: overpromise, then underdeliver, or even better from their perspective, don’t deliver at all.

Quick hits: what's on my mind in June 2022

It’s been a pretty slow month in the travel hacking world, and nothing’s jumped out at me so far in terms of killer deals that needed to be passed along immediately, but I’ve been taking notes about a range of opportunities and situations that I thought it would be useful to dump into a single reference post for folks who may have missed them.

Summer hotel promotions

I try to keep my Hotel Promotions page mostly up-to-date, but even if I miss a promotion, it’s always essential if you’re staying at a chain hotel to do a little light Googling to make sure you’re registered for any promotions you’re eligible for. All the chains but Marriott are currently offering universal promotions, so be sure to register for them before you stay.

Hotels.com for non-chain and secondary chains

I recently made two reservations through Hotels.com, one for a 7-night Hyatt stay, and another for a 3-night stay at an independent hotel in England.

There are two important things to keep in mind about Hotels.com. First, stays do not earn elite night or stay credit with Hyatt. Second, they earn rewards through two separate mechanisms: through the portal you click through to Hotels.com, and through Hotels.com “stamps” and “reward nights.”

For non-chain hotels this is usually a no-brainer: a portal rebate (currently 4% cash back through TopCashBack) and a 10% rebate through Hotels.com each time you earn 10 stamps and a “reward night” equal to the weighted average of your Hotels.com rates.

For chain hotels the calculation is somewhat more complicated, since you need to take into account the value of any points and elite status you might earn, especially during particularly lucrative promotions or when chasing particularly valuable elite status.

Hilton 5th Night Free math

Hilton Honors points are almost mechanically worth between 0.4 and 0.5 cents each, although with the caveat of massive upside value at particularly expensive properties, and when using them for 5-night-free redemptions on particularly expensive nights.

There are two important things to keep in mind. Just as Hyatt conceals the total price of an award reservation unless you have sufficient points in your account, Hilton will not reveal the total price of a 5th-night-free reservation unless you have enough points to book the first 4 nights. Instead, Hilton will only show you the price of the first night of the reservation.

This raises the obvious question: is the 5th night “free” in the sense that the average price per night is reduced by 20%, or is the precise 5th night of the reservation free? The answer is that the 5th night is free, which means during periods of dynamic pricing, it’s ideal to time the 5th night of your stay to be the one charging the most points, in order to maximize the value of the benefit.

How to buy Hilton points: Points.com or Hilton reservation?

I needed about 9,000 Hilton Honors points to lock in one of our hotels in London, so my natural first instinct was to click through the TopCashBack portal to Points.com to check out how much those 9,000 points would cost me. The answer: $50, which minus the 2.5% cashback comes to $48.75.

I then checked out the price of simply “topping up” my existing Hilton balance during the reservation process, and was quoted 34.65 GBP, or just $42.52 USD.

In other words, it’s cheaper to top up a Hilton reservation through Hilton than through Points.com — even during a promotion, and even when clicking through a cashback portal. It’s a story as boring as it is true: if you don’t shop around, you won’t get the best price.

American Express Hilton Honors Surpass lounge access

This is a bit of a silly one since most obsessive travel hackers have at least one ultra-premium credit card that offers unlimited Priority Pass lounge access, but since I’ve returned to traveling in 2021 and 2022, I’ve really enjoyed the 10 free Priority Pass lounge visits provided by the American Express Hilton Honors Surpass card. The overwhelming majority of our trips are non-stop, but the occasional long layover or delay in Seattle and New Orleans in 2022 has been a terrific and genuinely valuable benefit at times when air travel can be stressful and overwhelming.

Bilt Rewards

Finally, earlier this year a slew of bloggers started promoting Bilt Rewards when they offered 500 supposedly-transferable points when you linked your World of Hyatt account to your Bilt account. I, like a lot of suckers, linked up all my loyalty accounts, and ended up with just 1,400 Bilt points, 600 points short of the amount they require to actually transfer your points to loyalty programs (it would have been 1,500 but I’ve never been able to successfully create a Turkish Miles&Smiles account, for whatever reason).

I’m not here to say whether Bilt is an “ethical” or “unethical,” “profitable” or “unprofitable” company. I’m only here to say that while it exists, you have to hammer it as hard as possible, and one piece of that is only linking your loyalty accounts during promotions. When Hyatt is offering 500 points, link away. When they offer 100 points per account, you will never earn enough points to get any value from the Bilt program; make them come to you.

The real deal behind the Bilt Rewards reboot

[Update 9/21/2021: Listen to the free episode of the Manifesto here]

Like most folks who take travel hacking seriously, I was a bit bemused by the wave of coverage Bilt Rewards received back in June from Thought Followers in Travel and The Cocaine Guy alike. I didn’t write about it at the time, because it frankly didn’t look that interesting.

At launch, the basic conceit of the program was that you could pay your rent with a co-branded credit card. Then if you also hit other spend thresholds with that credit card, you would earn points on your rent payments as well as on those other purchases. You can check out the above-linked posts if you’re interested in the original program, but basically the whole thing was a mess.

When I saw on Twitter that Richard Kerr, a personal acquaintance and recently of Red Ventures, was involved, I decided to reach out and ask him to come on my podcast to talk about the program. He said he’d be happy to, but that he wanted to wait a month since they were rebooting the entire program in September. Well, it’s September, he came on the Manifesto, and he gave me the lowdown on the entirely-revamped program.

Bilt Rewards, Redux

The most important thing to get your head around with Bilt Rewards is that it’s not a credit card loyalty program. They want you to get their co-branded credit card, and the program isn’t particularly interesting unless you do, but in principle you can sign up for Bilt Rewards, plug in your landlord’s payment information, and pay through ACH from your checking account every month. They have a bunch of major residential real estate companies they can pay electronically but they’ll also cut a check if your landlord isn’t in their database, just like payment services like Plastiq. You’ll earn 250 Bilt Rewards points per month you pay your rent this way, and the whole thing is free.

Their credit card, a white-label World Elite MasterCard issued by Evolve Bank & Trust, is how you unlock the program’s potential value. It’s a no-annual-fee credit card that earns 2 points per dollar on travel and 3 points per dollar on dining, and 1 point per dollar everywhere else.

Oddly for a card designed to pay rent with, rent is the only category with capped earning, at 50,000 points per year, which works out to $4,167 in monthly rent. I assume that’s some kind of anti-abuse provision, so your spouse doesn’t write you a “lease” for $10,000 a month to live in your own home.

So what’s a Bilt Rewards point?

The whole point of this scheme is to rack up Bilt Rewards points, which can be transferred at a 1:1 ratio to their 9 travel partners:

  • American Airlines AAdvantage

  • Air Canada’s Aeroplan

  • Emirates Skywards

  • FlyingBlue

  • Turkish Miles & Smiles

  • Virgin Atlantic Flying Club

  • HawaiianMiles

  • World of Hyatt

  • IHG Rewards

American Airlines, Air Canada, and World of Hyatt are the most obviously valuable opportunities here, but there are sweet spots in each program that you might find personally appealing (and Richard was kind enough to list many of them on the Manifesto).

You can also redeem points for household stuff from their retail catalog or for money towards the down payment on a home.

Bilt Protect

One feature of the program so curious I had to send a follow-up e-mail to Richard about it after our interview is what they call “Bilt Protect.” This is a feature available to all Bilt Rewards credit cardholders, which allows rent payments to be debited from your linked checking account instead of charged to your credit card. According to my follow-up exchange with Richard, these transactions still earn 1 Bilt Rewards point per dollar, despite not flowing through the credit card at all.

If that’s correct, then anyone who rents can apply for a Bilt Rewards credit card, throw it in the sock drawer (although see below for transaction requirements), and still earn 1 point per dollar on their rent payments debited from their checking account.

As I said, I have this in writing from Richard, but if it is true the loophole seems yawning, if not cavernous.

Three more quibbles and quirks

There are a few more things to be aware of if you are at all interested in pursuing Bilt Rewards.

First, there’s a transaction requirement for credit cardholders. If you don’t make 5 transactions per statement cycle, you won’t earn any Bilt Rewards points at all. This is very dumb, but if you’re holding the credit card to earn points through Bilt Protect, be sure to throw 5 random charges on the credit card per month or you’ll earn nothing at all. Ideally, automate these through Plastiq, Amazon, or another recurring payment service.

Second, they have a funny “status” system which you should ignore completely. You can earn “interest” on your Bilt Rewards balance if you have “elite” status, but the interest rate is based on the national savings account interest rate, which is approximately 0.00%.

Finally, they’ve paid to upgrade the “basic” World Elite MasterCard with a suite of features I don’t know if I’ve seen recently on a no-annual-fee card, with trip delay protection and cell phone insurance being the two of most obvious interest.

Who is Bilt Rewards right for?

Let’s not mince words: these are very early days for the company, and we’re going to have to see how the program is managed, both on the outsourced credit card side and the in-house administrative side. They may burn through their venture capital quickly or slowly, they may attract a flood of customers or a trickle. In the startup world a surge of customers may make you a valuable acquisition target or unicorn IPO, or it may bankrupt you, so hopefully no readers will be building their travel strategy around Bilt Rewards any time soon.

But, there are obvious opportunities here. Since Citi fired me as a customer years ago, I don’t have any convenient method of earning American AAdvantage miles through credit card spend; if you’re in my position, this is a potential opening to transfer Bilt Rewards to AAdvantage. If you’re over the 5 cards per 24 month limit on Chase credit card approvals, you might not have easy access to World of Hyatt points — here’s a new one.

It also has a certain appeal as a “starter” card for folks renting their first apartment, with no annual fee and transfer partners in each alliance, plus Hyatt for hotel stays. Since Bilt Protect allows you to pay your rent from your checking account regardless of your credit limit, you could potentially run up a sizable rewards balance that way without paying any annual fees or risking falling into debt.

I work for you

As you know, nobody pays me for anything except my subscribers, Google Adsense, Amazon Associates, and the Milenomics Podcast Network, so you know Bilt Rewards didn’t pay me anything to write this. What they did do is give me a code to let you skip the “waiting list” and get instant access to the program. That code is: FQF4BILT. If you plug that in while signing up at biltrewards.com/waitlist, you should get instant access to the program. If not, let me know in the comments and I’ll bug Richard about fixing it, if he still talks to me after this post.