1 Reply Latest reply: Feb 26, 2010 7:56 AM by tjcnewyork RSS

Guest bill of rights

Alumni Steward Platinum 8 Reviews
Currently Being Moderated

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

(For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

  • Re: Guest bill of rights
    tjcnewyork Platinum
    Currently Being Moderated

    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.  

    (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

More Like This

  • Retrieving data ...