Thom posted this on Twitter... I retweeted of course...
Imagine a hotel experience as personalized as your movie recommendations on Netflix or product picks on Amazon.com. That is where hotel loyalty programs are headed, according to Thom Kozik, vice president of global loyalty at Marriott International. "We are looking for the right opportunity that brings value to you," he says. "It's all about a personalized stay. The more personalized we can make it for you, the better it is," he adds.
I will let you all read the rest via the link.
Thanks for sharing SeaTexan, I'm passing the baton to you for keeping Insiders informed on the industry's trends. You've got another good 30 years in you before you become obsessively wacky like yours truly .
First off, once again with love and feeling, let me established my bona fides; I'm a big Marriott fan and they are excellent; ok, with that said, if this article shows anything it's how powerfully effective the Marriott PR machine is.
Yes, jerryl, Big Thom gave us a heads up about all of this in Houston, and Big Thom and corporate sincerely mean all that they said (if for no other reason it makes solid business sense).
Here for the rest of you other five wackos who enjoy (and have the spare time) reading about industry norms;
Ian Schrager - (hotel visionary, Studio 54 founder and big IRS fan, and Marriott's partner in Edition brand)
writes about the need to break the "me too-ism" of the industry (perhaps like 2 day cancellations-still waiting carat for any corporate update)
Oracle study - the importance of technology (and hotel staff) -
There are other goodies throughout the long, very long link (like, Airbnb is Buying Luxury Retreats for around $200M TechCrunch ). Like a presidential press conference, it goes on and on (but unlike Hotel California, you can leave)
I'll use tker's post last night shown below, about tater's quest for the Guaranteed Late Checkout, as a summary about how I feel about the article and Marriott's relationship with loyalty: Marriott Intergalactic sincerely intends and believes in their devotion to 'loyalty', but at the property level (which is 100% of your stay that night) the goals and reality aren't always meeting: and yes Marriott lovers, all companies miss the mark now and then and yes, Marriott IMO and many others are the very best - I only get on my high horse when the hype gets ahead of the reality (like the smile I had reading in SeaTexan's article about using points for suites - yes, literally true; no, realistically low value vs. potential, a possible case of paltering);
And now an insightful word from TravelPackage expert and worldwide traveler from Balmer, tker
What irritates me is that Marriott sets elite benefits. Certainly there are things that are minimal to encourage loyalty, but Marriott sets the 4pm checkout, the Plat arrival gift, the bed type guarantee etc. That's what draws some people to the program.
But, the problem is that the properties make them SO difficult to use. STOP ARM WRESTLING GUESTS. Send out a message your properties understand and don't give guests a hard time. If you forget to give the plat arrival gift, just give me the $100 or whatever if I ask for it. Don't tell me "oh we thought you wanted points". If you walk me, KNOW what I am supposed to get. Don't try to weasel out. UNDERSTAND the 4pm checkout policy. PLEASE.
Thanks my friend. Very nice of you to say. I actually thought of analogy some may or may not agree with. Imagine you take a job-partially based on published benefits. Then you try to sign up for health insurance, or schedule vacation, or your really want Thanksgiving off... They really don't want you to do those things. You have to fight tooth and nail. Yes, that's an exaggeration, but you made a deal and kept your end. We just want Marriott to keep their end. It's part of their brand.
And I agree Marriott corporate is excellent. They are always very helpful with just about everything I need. So are the properties in almost every case. My post that you cite is partially based on my experience and part based on others' that report here.
what also will be interesting is how Marriott sorts thru their now extended brands and to have consumers understand the differences and favorites. To me they have too many brands some of which overlap so would not be surprised over next year or two to see some consolidation .
I'm not ready for such responsibility!!! unless it is on Twitter, or Facebook... Then I am lost as to industry standards.
I agree that Marriott itself and what Marriott corporate stands for, is amazing, but it is the properties that fall short on guarantees.
They advertised on twitter about the new "at your service" app. I said that it was wonderful, but it was only as good as each hotel allowed it to be.
They did respond and said that they (whoever "they" is...the twitter people..) would pass that info on.
Every property pays a ton of money to hold the Marriott name. So you would think the property owners would want to live up to Marriott standards.
I agree with you tker ! Some properties make it sooo difficult! Probably the ones where tons of Members stay and we come a dime a dozen.