FORGIVE MY IMMODESTY BY STATING I AM A LOYAL MARRIOTT CUSTOMER.
First and foremost in Marriott's eyes that is how they should see me A LOYAL CUSTOMER. More importantly I should be considered a VALUABLE customer as evidenced by achieving Lifetime Platinum Status. THE TYPE OF CUSTOMER THAT IS THE BEST PROFIT CENTER FOR THE ORGANIZATION. THE CATEGORY OF CUSTOMER WHO SHOULD, AT THE VERY LEAST BE LISTENED TO.
You would think my opinions and comments on specific properties would be of interest to corporate management and the management of a specific property.
I wanted to know if anyone was listening to what I deemed to be constructive comments on a stay. Consequently, during a period covering approximately the last twelve to eighteen months ( to approximately a dozen properties) I have diligently completed in detail questionnaires sent to me by Marriott.
Each questionnaire has two areas for written comments. In one section the comments supposedly go to a corporate level customer service department and another directly to the hotel being reviewed). Each time, after including my comments I requested, "out of courtesy" (I spent 15 - 20 minutes filling our your questionnaire please return the courtesy) if the person reading the comments would simply email me - yes I included my address - that "yes" your comments have been read.
AS OF TODAY, I HAVE NOT RECEIVED ONE ACKNOWLEDGEMENT THAT ANY OF MY COMMENTS HAVE BEEN READ BY ANYONE (WITH THE EXCEPTION OF A COMPUTER SOMEWHERE)
I welcome the communities opinion of this post. I am hopeful that Marriott personelle would comment, Are these survey sent out to guarantee the existence of the department responsible or to they serve a purpose? IS ANYONE LISTENING????
This has been raised before on MRI. I couldn't agree more. There should be an email address on each hotel's website, not only for negative comments, but for praise too. In essence it should be there for direct contact for anything., so that the guest does not have to go through the loop of emailing Marriott centrally first. I have the email for my most frequented hotels here in the UK, but I have had to ask for them, whereas it should be readily available.
Here's an interesting discussion from FlyerTalk
It's currently a short discussion, so it's an easy review; take a look at Replies 6-12. Marriott is listening alright, it's just that they hear what they want to hear (the 'rare' photo is from 2010, thus the info appears old).
Certainly no surprise that a service company would collect data, but it does get you thinking, when they start tossing tip envelopes on pillows .
Just one observation or anecdote. I routinely post property reviews on this site, indeed, I've posted more than 40 of them. Generally, I assume no one reads them.
But, when I posted this one, at a Gaylord property - Not for everyone (including me) - I got an immediate email and call from the hotel management. They offered to comp my room (which I declined), but it did demonstrate that, at least somewhere, someone was reading.... Or maybe they receive an e-notification when they get a low enough rating....
misterchk - Were you reading my mind when you wrote this post? I 100% agree with you. I have to guess that if you reached LTP and are a similar traveler as I, then you also probably have 3000+ paid nights, have been PP at least 8 or 9 years running, and average 200+ paid nights a year. Despite these numbers for the both of us, I am so frustrated that the uber-loyalist has little, if any, impact on change.
I used to do the questionnaires, too, but long gave up as IMO, they were tilted toward "immaterial" issues and never focused on the traveler's experience. Like you, I had included an e-mail on a very specific topic of kudos or poo-poos, yet never, not once, received a response. I gave up as my time is more valuable watching my grass grow than to fill out questionnaires that seem to go unnoticed or into some black hole of corporate bureaucracy.
One could argue that all major chains have their pros and cons and that one chain is not necessarily better than another. Likewise, one could do the math and calculate which reward program provides the most value and fastest earnings. I've gone through those analyses and despite MR having the best earnings/value, I have left Marriott over more specific reasons, those gnawing, punch-in-the-gut types of stupidities.
I am not sure what the Marriott marketers use for their matrices in going after customers, but whatever they use, it seems to omit the UBERs. If it's a numbers game (more members) I sure hope they look at how many new members it takes to make up for one 200+ paid nights per year loss.
My final comment: for years, I thought and spoke highly of Marriott and was a regular "upbeat" poster on MRI, but that has all changed. Most of my posts now are less than positive and as you had pointed out in my post Unusual email from Marriott Corporation from April 2012, NO ONE IS LISTENING!
No! Unfortunately things must get to a crisis stage(loss of revenue, legal actionable injury etc.) before action is taken. As I stated on another thread; the fact that we are Lifers, to the short-sighted, means that they do not have to work to earn and keep our business.
The surveys(that is IF you are allowed to receive them) are read and the properties do get a response from Marriott Corporate Headquarters. Marriott makes the apology and then instructs the particular property to contact the guest(s).
Marriott International is taking the hits for poor responses. Marriott, time to start hitting back and holding your folk accountable.