8 Replies Latest reply: Jul 21, 2011 11:48 AM by arkwright RSS

Inconsistency and lack of transparency

arkwright Platinum 2 Reviews
Currently Being Moderated

To Marriott Rewards:

You will have noticed two clear issues emerging over the past weeks (and perhaps for longer too):

1. Inconsistency as between hotels - for example, in the extent to which they do, or do not offer, such benefits as room upgrades; and beyond this, where upgrades are available, the terms on which these can be accessed.

2. Lack of transparency in hotel profiles about what is, and isn't, on offer; and again, on what terms.

The result of these two flaws are (a) misplaced expectations; (b) confusion and (c) disappointment, frustration and, in some cases, anger.

No-one, I think, expects Marriott Intl or yourselves to be able to regiment individual hotels into behaving with total regularity, but a much higher and more reliable level of transparency in respect of the range of advertised Elite benefits on offer would help guests make more informed decisions, and thus reduce the likelihood of disillusionment and worse.

This could be achieved through the use of published materials or website information. And, if these proved unavailable or inadequate for one reason or another, the provision of hotel e-mail addresses would greatly facilitate the process of asking and answering questions.

Thank you

(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: Inconsistency and lack of transparency
    Alumni Steward Platinum 8 Reviews
    Currently Being Moderated

    Very well said.  It is unfortunate that we have to remind a large corporation of their requirement to be consistent among their many sites (hotels). I wonder if you'll get any response?

     

    I have often thought that should be a position created within Marriott for an Ombudsman.

     

    In many cases we Insiders are shouting in the wind when we comment here on this site. This Ombudsman could be our Demosthenes, yet beholden to neither the corporation or the persons using the Marriott service.

    (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: Inconsistency and lack of transparency
    profchiara Alumni Steward Silver 3 Reviews
    Currently Being Moderated

    Excellent points.  It may be worth having Marriott remind all hotels of its core principles and philosophy:

    http://www.marriott.com/Multimedia/PDF/Marriott_Management_Philosophy.pdf

    It's a long document but here are some highlights:

    Although customer needs often vary, some preferences are common. Customers want a warm, attractive atmosphere
    that gives them a feeling of quality and security. One of the best ways to make your operation appealing is by creating or
    maintaining such an environment. Marriott's business is serving people with good food, nice places to sleep and
    interesting places to meet, relax and have fun. The little, personal touches you add to the look or feel of your operation
    makes meeting these basic needs of people more meaningful' for employees and customers alike.

     

    ...Whether it's providing clean linens, an attractive room, a tasty meal or hospitality and cheerfulness, every employee
    plays a role in satisfying the customer. Managers are responsible for making sure employees treat those customers as
    they would guests in their own homes. When you give a little of yourself to please a customer, your employees are more
    likely to give that extra effort - beyond what most people expect - to satisfy the customer as well.

     

    ...Customers associate quality with Marriott. They expect it and will pay for it. Managers must see that customers receive
    that quality in every area by not compromising on the company's high standards. ...Providing the best products possible also means giving customers what they want. By paying attention to trends and
    preferences among diners and travelers, you can better serve your customers.

     

    ProfChiara

    (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: Inconsistency and lack of transparency
    Alumni Steward Platinum 8 Reviews
    Currently Being Moderated

    Hear, Hear Professor!

    (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: Inconsistency and lack of transparency
    lakeshore Platinum 11 Reviews
    Currently Being Moderated

    Excellent points.

    (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: Inconsistency and lack of transparency
    arkwright Platinum 2 Reviews
    Currently Being Moderated

    All strong suggestions.

    It might help, I think, for Marriott Rewards to remind Insiders (some of whom, myself included, may have joined the site since earlier statements) of:

    1. MR's objectives in moving this site from Beta to Alpha status;

    2. The timetable it is currently working to;

    3. The extent to which this upgrading might help to address some of the major issues raised by many Insiders over the past few weeks.

    Thank you.

    (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: Inconsistency and lack of transparency
    techie Platinum 7 Reviews
    Currently Being Moderated

    Very valid points.

     

    Their core philosophy seems to be "take care of your people and they will take care of the guests".  Unfortunately, they seem to be lacking in a mechanism to deal with when their people don't take care of the guests.

     

    The grass might well be greener on the other side of the fence, something which should concern Marriott a great deal.

    (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: Inconsistency and lack of transparency
    txnroses Platinum
    Currently Being Moderated

    I think some of the issue is the lack of control between franchise hotels and corporate owned hotels.  I wish there was a way to distinguish between the two.  Almost all of my problems have been with franchise hotels.

    (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: Inconsistency and lack of transparency
    arkwright Platinum 2 Reviews
    Currently Being Moderated

    My own experiences - mainly in Europe and Asia - would tend to support this suggestion; but, as is often the case, there have been good and bad in both categories.

    The problem, as many have observed, is that the current level of transparency - or lack of it - makes any assessment little more than guesswork.

    (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.)

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