The news is that guests have rights, or some hoteliers seem to be willing to consider the option. Much like the passenger bill of rights in the airlines industry, this may be trend (or not) that bears watching
GREAT article and definitely one to follow. Two paragraphs stand out and ring true,
"Trust propels decision-making, trust allows people to embark on new experiences, and trust is the core relationship fundamental. Without it, folks, we’ve got nothing. But fostering trust is a lot more than just slapping a brand on the front door as proxy for a real promise. It’s a series of already met assurances and pledges. "
"The most important of the ‘rights’ is that “Guests have the right to guaranteed reservations,” and “Guests have the right to clearly stated prices and policies.”
In switching your reservations on the day of arrival, the Charleston Marrriott undermined trust. That oversight illustrates the level of disservice done in eroding guest credibility in the Marriott promise. In addition, they fail to realize the degree of influence you have as a Platinum Premier member. Rather than respond to that letter, forward and escalate upwards incorporating the trust aspect.