The Science of a Retention Call: The Friendly Voice

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Agent: Thank you for calling Citi credit services, can I please have your application ID. Me: 2016… Agent: I’m sorry I didn’t get all the numbers. Can you repeat that?  Me: 2016… Agent: Can you please repeat it again?  At this point, I have no choice but to hang up the phone and curse out Sprint for terrible cell phone reception in the year 2016. I call back and search for a patient voice, hoping my repeated 2-3 minutes on hold will result in a card approval. In this instance, a soft-spoken gentlemen came on the phone and processed my application successfully. Does a friendly voice make a difference? Does it result in more approvals? Or does the voice just sound unfriendly when the agent returns with bad news? Scientifically speaking, the data shows that a recon calls that begin smoothly end smoothly too. In the former case, a choppy connection could make the agent impatient tainting the review of my application. When there is a lack of communication or a lack of confidence on the part of the caller, a rejection is more likely to occur. Take Chase as an example. The agent for the business card services answered the phone and started firing off question after question about my business. She couldn’t understand how my business had zero overhead expense and was all profit. Though I tried to explain to her that selling books via Amazon requires no inventory, she was not convinced. A few moments later my attempt at another INK card was denied. Of course, there are examples to the contrary. US Bank may have the friendliest agent of all time but chances are a rejection will be coming if you’ve been in this business for a couple of years. Still, in order to put myself in a position to succeed, I take note of the agent’s voice and remain patient throughout the process hoping that the sweet words, “Congratulations. You’ve been approved,” will be delivered. Capture

Pho in the Morning: Pho32 KoreaTown

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While it might not quite be four in the morning, there is a place to get pho in the morning and a delicious one at that.
Disgruntled from the pho in Chinatown, I headed to Koreatown to Pho 32 for some late night breakfast. The place was empty but the owner was more than happy to serve me a bowl of piping hot pho at the price point of $10.75 a serving. Though a bit expensive, considering the time the price would be worth it if the taste fit the bill.
I skipped the spring rolls and ordered. Within seconds, I was presented a clear bowl with loads of beef and an ample amount of noodles. The portion of sprouts and cilantro were modest but I’m sure he would’ve offered more had I asked.
As is custom, I took a few slurps of the naked broth and waited to see how my taste buds would react. ‘Finally, Phoking pho,’ I said aloud, relieved that I had, at the least, found a good pho spot for late night craving. I added the sriracha, hoisin, and sprouts and grew more excited as the perfectly uncooked beef started to take a brown color.
Distracted by the eu-pho-ria and ignoring Western etiquette, I lifted the bowl with two hands and sipped the final drops of broth.
As quickly as the bowl had come it was gone and so was my craving for pho, at least for this morning/evening.
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Pho 32
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Korean food available as well
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Big bowl, small sides
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Naked pho
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Standard supplements
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Ready
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Pho 32
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Sad to be halfway done
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Time to go to sleep

Better Writer Than TPOL? Enter the Travel Contest

If you fancy yourself a better writer than TPOL or a more adventurous traveler, why not enter this easy contest where you can win some points. I’m going to submit something just to see what happens/guarantee a victory. Here are the details:

Stash Hotel Rewards’ first annual Travel Writing Competition, “Travel Less Ordinary,” which just went live.  Stash is encouraging people to write up to 500 words about an unforgettable trip.  Whether it’s a story about rafting down the Colorado River, sky diving in Wyoming, an encounter you had with a friend in Chicago, or a lover in San Francisco, Stash wants to hear about it.  Three winners will be selected based on the most compelling and creative entries. 
1st Place = 20,000 Stash Points
2nd & 3rd Place = 15,000 Stash Points
To put points into perspective: 
  • A free night’s stay at The Essex Resort and Spa in Vermont = 6,043 points (searched on 1/6)
  • A free night’s stay at Tower 23, a beachfront property in San Diego = 15,870 points (searched on 1/6)
  • A free night’s stay at Park South Hotel, a glamorous boutique in NYC = 11,916 points (searched 1/6)
Here is a link to the official rules.
Here is a link to our submissions page (Open now – until February 15; winners will be notified no later than March 18)
Here is the blog post 
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Pho Bang NYC: Bowl Half Empty

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The consensus online is that Pho Bang serves some of the best pho in the City. I was presently surprised with the pho in Brooklyn but had been very disappointed with my first pho experience in NY. After navigating the frozen streets of NYC on a cold January afternoon, I sought refuge in the form of an extra-large bowl at Pho Bang. Initially, I was hopeful that this restaurant would deliver a quality bowl. The restaurant had a mixture of Vietnamese and Western patrons, was cash only, and was simple in its decor– tell-tale qualities of a good pho establishment. Furthermore, the price was right at $8.25 a bowl and $5 for spring rolls. The spring rolls came out way too quickly leading me to wonder how fresh they were. A good test of freshness is to check the toughness of the rice paper. If it is rock hard, that’s a bad sign. These particular rolls had too much rice vermicelli, shrimp with a bad after taste, and a coarse texture. Verdict: disappointed. A pho restaurant doesn’t have to have great spring rolls for it to make the Top 10 Pho Worldwide list. Indeed, some of the best pho restaurants in Vietnam served terrible spring rolls. The proof, as they say, is in the broth. Seconds after the spring rolls were delivered, the extra-large bowl came along. Right away I noticed a lack of clarity in the bowl which may indicate poor quality broth. I slurped a spoonful of broth, then a second to be sure, and, after the third, confirmed that I would not be returning to Pho Bang. I added the sprouts, lime, and sriracha which made no difference. The noodles were bland, the beef was boring, and the broth was more of the same. Annoyed at the lack of flavor, I got up and left. I am trying to remain optimistic about finding a great, authentic bowl in the City but as of now can only see the bowl as half-empty.

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Frozen in NYC
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#12 Please
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That isn’t hoisin
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Not fresh spring rolls, where’s the clarity?
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Judge for yourself
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Bowl half-full, means PhoKing TPOL doesn’t approve

The Automated Phone System: Mankind’s Worst Invention

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The first step in booking an American Airlines flight is to put the ticket on hold for 3 days. Resist the temptation to book right away as buyer’s remorse and life may happen between the day you found that precious flight and the grace period American gives you to pay for the ticket. If you do confirm with a credit card right away, understand that you cannot make changes without a fee unless you have status. There is no 24 hour cancellation rule. I learned that one the harder way and had to beg, plead, and then call AA Singapore to have them cancel my flight at no charge. The issue with not booking right away is that you have to call American back and deal with the automated phone system. This terrible invention is not unique to AA; every bank, hotel, customer service, or sex hotline uses it to facilitate transactions. In the old days, I was told to press ‘1’ for flight information, ‘2’ for flight reservations, and ‘3’ for award bookings. The one that I’m waiting for is the outlier, ‘9’ to speak to a customer service representative. But before I haphazardly pressed ‘9’ or some other random number, I needed to listen to the entire announcement since ‘our menu options have recently changed,’ lest I hear ‘I’m sorry I do not recognize that selection. Please listen to the following menu options before making your selection.’ Over the years, the automated system has advanced, going from pounding buttons on a keypad to speaking to a robot who sounds so much like a human that I am often tricked by his voice. Agent: Hello, Alexander… Me: Oh hi… interrupting  Agent: In a few words please tell me what you are calling about, you can say flight information, reservations… interrupting  Me: God damn it!  Agent: I’m sorry I didn’t get that. Please tell me what you are calling about, you can say flight information, reservations… Me: Mother fu*@r. I hate you.  Agent: I still didn’t get that. Let’s try this a different way. Please press 1 for… Of course, the times I do try to be patient and use the voice recognition system it never works. One of two things happens, both of which are equally as frustrating. Agent: Hello Alexander  Me: Hi Mr. Computer  Agent: In a few words please tell me what you are calling about, you can say flight information, reservations… Me: Awards reservation  Agent: Please hold while I connect you.  holding  Agent: Thank you for calling American Airlines.  quickly taking it off of speaker phone  Agent: We apologize for the delay… Me: You tricked me again! You son of a… back to speakerphone Agent: Thank you for calling American Airlines.  hesitantly taking it off of speaker phone  Agent: American Airlines? How can I help you, hello?  Me: Hello, hello, hello! (thinking: please don’t hang up, please don’t hang up) Agent: How can I help you?  Me: Yes, I would like to ticket my award booking.  Agent: Oh this is for an awards reservation? Please hold while I transfer you to the AAdvantage desk.  holding again  Agent: Thank you for calling American Airlines…. Me: (thinking) Agent or automated, agent or automated… Sound familiar? This brings me to the second, more frustrating defect in the automated system and something that I cannot figure out. Do you have to wait for the fake agent to be done listing all the options of what you can choose before you make your selection i.e., can you interrupt him? Every time I do interrupt him, he says he didn’t understand. So I wait for his speech to be done and if I’m on speaker phone he will think he heard something in the background and say he still didn’t get that and then he will repeat the entire list of menu options again. This terrible cycle continues forever until finally I’m connected to who knows where. The automated phone system was put into place as a money-saving tool for practical and nefarious purposes. Practical purpose: Institutions do not have to pay for more agents because the automated system should be able to provide the customer with answers without speaking to an agent. Nefarious purpose: I’d rather just pay the extra $8 of data roaming than deal with weaving my way through Sprint’s automated system. Nefarious purpose: The customer won’t be able to confirm his award ticket because he will never get through the system. Rather than wait on hold, we will call you back between now and when hell freezes over. How else can you explain why I have to go through this misery every time. I used to try to game my away around the system by pressing # over and over. That used to get me connected to an agent right away. Now, if you try this strategy, chances are you will hear the following: I’m sorry I did not understand your reply, please call back at a later time. Noooo!

You'll never escape the blizzard thanks to the automated phone system
You’ll never escape the blizzard thanks to the automated phone system

What Devaluation? Etihad Apartments Booked

My friends, the struggle is over. I have booked Etihad Apartments and this time I will not be cancelling. Though it may be trivial to those outside the points hustle, I have been fixated on flying Apartments for quite some time. I was going to fly it from Shanghai to Abu Dhabi to JFK but that would cost 120k AAdvantage miles. Alternatively, the price of flying first class from Asia to the US is only 67,500 miles. Clearly it makes no sense to waste miles just to take apartments. After flying Etihad first on the 777 this past November, I started making plans to visit Morocco and Jordan. The plan is to fly from Morocco and then go to Abu Dhabi after.The cost of flying from the Middle East region to JFK is only 90k miles before March’s devaluation. Here are the countries included in that region:

Capture
The best use of miles in terms of time in first class heaven is one of the ‘stan’ countries, India, Nepal, or Maldives.
Capture I’m not going to leave the airport when I arrive in Abu Dhabi. I’ll just spend my time in the Premium Lounge drinking, getting a haircut, and mingling. Etihad Apartment availability is either fully available with multiple seats or impossible to find. They come and they go. Search on etihad.com for GuestSeat and make sure you’re flying the A380.
GuestSeat
No thanks 777.
I hope this puts to rest the nonsensical comments that TPOL is too scared to go places, a clear misinterpretation of my post on Istanbul.  

ISIS Influence in Istanbul: A Call to Arms for the Arab World

A friend of mine is traveling to Istanbul in two months. He loved his first trip to Turkey and this will be his second time going. The bombing in the historic district did not dissuade him from changing his plans. He had purchased tickets for a famous soccer match months in advanced, secured great business class seats, and is redeeming points for a stay at a world-class resort. Thoughtlessly put, it would be a bit inconvenient to change all of this on the off-chance that another cowardly act could be carried out by a deranged imbecile. That doesn’t mean he isn’t aware of the danger that is present in Istanbul. He’s assuming the risk not to defy the ‘terrorists’ but because he genuinely wants to take this trip. Though I can appreciate his desire to go on a trip that he worked and waited so long to experience, I still think there’s a larger issue here than whether going is a prudent idea. Why? To begin, you’ll notice that I put terrorists in quotes. It can be argued that anyone engaging in acts designed to intimidate or strike fear in the general public is a terrorist. Was this accomplished in aforementioned attack? Certainly it was. Does that mean that Istanbul is at risk of terrorist attacks? Not necessarily. A distinction must be made between a criminal act and a terrorist attack. Random, sporadic actions carried out by those who may be sympathetic to the ISIS movement, feel some tacit bond between themselves and ISIS, or who are otherwise inspired to act because of ISIS do not make them part of the organization. These individuals were angry, felt disenfranchised, and were not integrated into society long before ISIS went from the JV team, as Obama once remarked, to the menace they have become. Giving these loners credibility by calling them terrorists not only emboldens others to follow their lead but also empowers ISIS who can claim that their reach is far greater than it truly is. Before it was confirmed that the downing of the Russian jet was indeed a bomb which was detonated by ISIS, I speculated that they would claim credibility regardless so as to bolster their reputation as a powerful force. Indeed, I have always believed that ISIS started off as a small organization of young rabble-rousers who embraced the power of social media and applied that influence to advance their own agenda. As their notoriety increased, so did their mastery of marketing. The sinister black flag, the heinous executions streamed online in HD quality taken from multiple angles, and recruitment of Western spokespersons were all calculated. These modern-day savage pirates understood that creating a larger than life, almost mythical persona could strike fear in the heart of society while they pillaged and plundered with no regard for humanity. By developing a new brand of terrorism, they could be bigger than their actual numbers. This strategy worked and their legendary status, as revolting as it is to call it that, went viral as they committed more and more unspeakable atrocities, to the extreme that other terrorist organizations found their actions unnerving. The Western media played into the hands of this strategy by assigning members with villainous nicknames like Jihadi John, a degenerate whose stature in the terrorist community only grew bigger with his much deserved assassination. Today, ISIS is a real, imminent threat. It is no longer a smoke and mirrors social media presentation. They are well-trained, organized, determined, and self-sufficient. Their numbers and influence continue to grow as they wreak havoc across the globe. Crushing their brutal regime will take more than air strikes and a declaration of war on terrorism by the Western world. The only way they will be obliterated is if the Arab world does the job themselves by physically battling ISIS in its own backyard and by exposing the ruse that their caliphate has been founded upon. Till that ideology is shattered, posers like the one in Istanbul will continue to be inspired by the illusion of a fallacious Islamic state. This brings me back to my friend going to Istanbul and the reason I used his case to demonstrate that a call to arms is long overdue. I understand that there is inherent danger in any activity. Planes crash, lightning strikes, and as Al Pacino once said, “You can get killed walking your doggie.” I understand and appreciate these risks because it would be unreasonable to do otherwise. I’ve accepted these risks because, for the most part, they are out of my control. This is far different than the short-sighted approach of traveling everywhere because not doing so would mean that ‘the terrorists are winning.’ Breaking news: they are winning. Innocent people are being killed. Until the propaganda machine that is ISIS is annihilated, there will continue to be random suicide bombers who foolishly deem themselves martyrs when the unmistakable truth is that they are nothing more than gutless cowards. The indiscriminate violence can happen and at anytime and anyplace regardless of security enhancements. Bluntly put, no one can stop someone from blowing himself up. Having said that, it is not the adventurous traveler’s responsibility to take on ISIS by defying their mission by going, like I did to, Sharm el-Sheikh, days after their attack. The actions of few to carry on with their travel plans is not going to break the will of this organization. Only the the Arab world can intervene and restore peace and order. Only the Arab world can rise up and eliminate the cancer of radical Islam. Prophetically, like any scheme established out of vice not virtue, the cracks in the dubious foundation are beginning to show. As ISIS’s funds begin to dwindle and as more fighters witness first-hand that their Utopian society is a devolution into the Dark Ages, defectors are emerging. The Arab world must capitalize on this growing disillusionment and reclaim a religion hijacked by an imposture standard-bearer whose tenets are not aligned with the true teachings of Islam.  There is no other solution.  DSC00908

When Flight Reservations Disappear

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If you have no status, the best thing you can hope for if you want to make a flight change with no penalty is for a disruption to your itinerary. Depending on how well you push it, a mere change of five minutes can be enough to avoid the fee. This is especially true if the five minutes happens a couple of times leading me to tell the airlines, “How will I know if I can make my connection if the schedule is this inconsistent?” Part of my beautiful itinerary to Tahiti was booked and ticketed way back in August. I received three emails from United saying that my reservation had changed. I gave the first two the proper attention such emails deserve and couldn’t find any major differences that troubled me. Yesterday, I was booking the final leg from Shanghai back to the US and wanted to double-check the day I was arriving back in PVG after my stopover in New Zealand. Curiously, the itinerary just stopped in Auckland. What happened to the Shanghai portion I wondered. I logged in to United.com suspecting it was only an email glitch. Nope. The itinerary showed that the route terminated in New Zealand. Frantic, I called United and while on hold I noticed that the business class tickets were sold out on my original route. This looked like it was going to be a huge problem. The agent got on the phone and said that the codeshare partner had cancelled the flight but he too was puzzled because the flight was still being operated on the same time and date and with the same carrier as before. “Please hold, I’ll contact the support desk.” While on hold, I recalled previous United flights which I thought I had booked but were never ticketed. I learned the hard way that making a reservation and ticketing a reservation are two different things. Until a reservation is actually ticketed by the codeshare partner, i.e., you have a seat on the plane, it can be cancelled. United says that ticketing can take up to 24 hours which is why I do not celebrate prematurely anymore. I wait to see the words, “You’re reservation was ticketed on August…” In this case, however, I had the documentation showing that everything was set up correctly. What felt like an hour later, the agent casually came back on the phone and said I was good to go. I asked what happened and he cleverly replied, “Who cares what happened, it’s what we did to fix it that is important.” What a nice, smart man I thought as I hung up the phone. That could’ve been bad. I would’ve been mad, real mad, Joe Jackson.

What's more shocking than no meal service? No flight back home! And still can't find business on PPT route but it is a 767 so I'll survive.
What’s more shocking than no meal service? When your itinerary stops short, leaving you with no ride home. And I still can’t find business on PPT route but it is a 767 so I don’t feel like I’m missing much.
 

Do You Believe in Miracles? Emirates Showers, Dreamliner Suites, Tahiti Triumph!

If you are not impressed by this award booking than you must be flying private jets. Not only are the flights absurd but the destinations covered are once in a lifetime for the second, third, and fourth time. Please allow me to explain how my Tahiti Triumph all went down. Miracle #1: InterContinental : Bora Bora Resort Thalasso Spa ; Overwater Villa; 2 Nights; 100k ; $0  This all started when I tried to find hotel  availability in Tahiti using 100k IHG points, 80 of which came from signing up for the Chase IHG card. I ended up booking 2 nights using what I called the IHG Reward Bora Bora Trick. Miracle #2: Round trip to Tahiti from Shanghai with a stopover in New Zealand for 60,000 United Miles + $100 From there I was dead set on finding a flight from Shanghai to Tahiti for two reasons: 1) It was aboard Air New Zealand’s in business on a Dreamliner. 2) It was 60,000 miles round trip with a stopover in New Zealand. Not only will this be my second time there since my $77,000 Trip Heard Round the World, but also it is an incomparable bargain for only 60k United Miles. Miracle #3: Hilton Moorea Lagoon Resort & Spa; 5 Nights; 280k; $0 Though sleeping outside would’ve been comfortable in Moorea, I wanted to burn some HHonor points and got a ridiculous deal at the Hilton Moorea. Miracle #4: InterContinental : Le Moana Bora Bora: Double Beach Bungalow; 1 Night; Stay Certificate; $0 I received my anniversary IHG certificate from Chase and found the perfect way to use it. Miracle #5: Emirates Shower Class: New York to Dubai to Shanghai: 100k Alaska Miles + $19 I needed to get to Shanghai so I luckily found availability on Emirates A380 Shower Class using the 100k points that I had earned from my Alaska Airlines credit cards. The taxes were an acceptable $19. This is the second and third time (JFK-DXB & DXB-PVG) I’ll enjoy a shower in the sky and another opportunity to visit two of my favorite cities in the world, Shanghai and Dubai. Miracle #6: JAL Dreamliner Business from Shanghai to Tokyo to DFW to New York: 55,000 AAdvantage + $50 So originally, I was going to fly Apartment Class from Abu Dhabi to JFK but that was 120k points which wasn’t worth it in comparison to a flight from Asia to the US which is either 67,500 in first or 55k in business.  With the American devaluation on the horizon, I was hoping to try a new product but nothing was coming up. Despondent, I thought I would settle for another first class flight on Cathay from Hong Kong, an excellent alternative but something that I had already flown. Creativity came to me at 3AM as I started searching for my old friend, Japan Airlines which I had flown so long ago when the Dreamliner didn’t have lie-flat seating. Deep in the night, I found availability from Shanghai to Narita then to the US searching on British Air. I pieced it together one by one: Japan to the US (checking Narita or Haneda to Boston, Los Angeles, San Francisco, Chicago, New York, Dallas, and even Vancouver). NRT to DFW provided the longest flight on the Dreamliner so I noted the date and flight number. From there I added the segment of PVG to NRT and DFW-NYC. By doing it this way, I got one night in Tokyo to run around and gorge on food at the Tsukuji Fish Market, a must visit as part of the Tokyo Travel Guide. I called the AAdvantage desk in Australia out of habit and confirmed the booking. All of this came out to 55,000 miles, a steal compared to the 70,ooo it will be post March 22nd. Recap  On this trip I will be going back to Dubai, back to Shanghai, then to Tahiti, then New Zealand for the second time, back back to Shanghai, then to Tokyo again, before dreaming my way to the US for next to nothing ($169 including hotels). To put it in pictures, here’s what I am doing:

38,000 Miles
38,426 Miles
Emirates Shower Class
Emirates Shower Class
New Zealand Dreamliner
New Zealand Dreamliner
JAL Dreamliner
JAL Dreamliner
And that’s only the flight picture preview. I haven’t booked hotels in Dubai, Shanghai, and New Zealand let alone offered my own pics of Tahiti paradise. Do you believe in miracles? Yes!

The Club at ATL: Pop Champagne

The Club at ATL Lounge Review is part of the Trip Report: Citrus Bowl 2016 which covers the following cities:

  • Orlando, Florida
  • Miami, Florida
Read the Overview here: Points Make It Possible and the Golf Preview here: This Round’s on Trump.
I headed all the way to the international terminal to visit the Club at ATL since I was flying SWA to Orlando and didn’t want to make use of the Southwest Lounge. The trip took about 15 minutes via train but was well worth it for the one hour that I spent there. The one drawback of the lounge was the lack of food. There was popcorn and chips and some decent hummus. The sparkling wine to ring in the new year was some of the best I have had.
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Reflecting on the Club at ATL
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Seating area, no snacks
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Lookout point
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Sad snacks
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Nobody wants it anyway
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Tradition + popcorn
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Hummus
the club at atl lounge review
Good stuff

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