Are we seeing a major change in the Marriott hotel philosphy? In this Insiders chat room I see all kinds of posts on no-so-little changes to hotel amenities, the devaluation of elite level services, and yet, few attempts by the folks at HQ to assure loyal customers that nothing bad will happen.
This could be a PR nightmare for Marriott--the business of hospitality is simple: make the guest feel wanted and happy when offering that service at a fair price.
It is a world of shrinking margins out there, but let's hope that many of the perks we've come to enjoy and expect are not considered too frivolous to maintain. Give us the reassurance that Marriott will not fritter away the good will that it's earned with all of us over the last two decades plus with Marriott Rewards.
Good question! I was told that corporate had decreed several changes in amenities to elite guests. For example: What is the deal with all of the cut backs in the concierge lounge? No oatmeal, eggs, or meat at breakfast - nothing but junk food! Some of us can't eat pastries and sugar. And the evening hors d'oeuvre appear to be a cheap attempt to maintain some mystique of respect for elite guests. Very disconcerting!
"Even before the MR changes, the Marriott attitude and philosophy has been changing for the worse for 3-4 years now. It has been especially severe toward their very best customers--the MVCI owners, but it is spreading."
The statement, "It has been especially severe toward their very best customers--the MVCI owners" sounds like a sweeping generalization. Why do you think that MVCI owners are Marriott's very best customers and deserve to be treated as such? Any specific examples that illustrate the 'severity' of the treatment you or other owners have experienced? Examples provide a basis for agreement, assignment of ownership, action and solution.