The Marriott hotels have been very good to me for the most part over the years. My one frustration that I have never commented on until now after being a member since 1998 is "Why can't they remember if I've been to the hotel before?'
I have checked into the same hotels many times and I always get that question "have you been here before?" I feel like asking the question "Do you still use rotary phones at this hotel?"
Aren't we in a technological era where "John Doe" will be noted that he has been at the specific property "X" amount of times in the past?
It is very annoying to be checking in to a property that I have stayed at over ten times in a year and the front desk person says have you ever been here before?
What am I a missing here?
Can agree on this one. With today's computer and networking technology, there's no reason why Marriott's booking system can't show hotel staff how many times we've been to this particular hotel. It should even records notes from hotel staff on how much of a jerk or sweetheart each guest is.
I actually experience the reverse of this. I book whatever property (RC, JW, Autograph, Edition, Ren, FS, CY, SHS, FI) is closest to where I need to be in the morning and wind up all over the place. Most of my stays are one night and I can hit 5 different states in a week. Sometimes when checking into a hotel, the staff member says, "Welcome Back" and I'm stunned to discover I've previously been to the hotel!
The 2 properties I stay at the most I always get the "Welcome back" greeting, even as I'm getting out of the cab. I often wonder if they really remember me or if that is it the slogan they use to avoid offending people.
I agree that a check-in the computer should flag if the guest has been at that property before.
The Battle House in Mobile, Al is a very nice property with a very professional staff. I travel with small kids and Marriott always try's to meet our requests. The Ritz in New Orleans and Ross Bridge in Hoover, AL welcome us back when we walk in each year. Marriott is the only hotel chain we stay in and their rewards program is a small reason for that, their staff is a larger reason.
I got a "Welcome Back" with a warm smile at my last stay at the Ren Cap View. It was admittedly awkward when the young "Navigator" added, "And how's the family?"
"Um, The family's great! Thanks for asking!" as I'm thinking to myself, "Have you ever met my family?" LOL.
I gave him props for genuine effort (and honestly, the front desk is remarkably warm and hospitable, the way all Marriott's should be.)