Category Archives for Hotels.
Rebranding a loyalty program just doesn’t make sense when you start with both a recognizable name and a good reputation. You wind up spending nine figures on advertising, merchandising, printing, and education — all to get back to where you started, at best, which is that the median consumer doesn’t even identify which brands are part of the program.
The lead plaintiff has stayed at over 45 Marriott properties and contends resort fees are ‘drip pricing’. He claims not to have realized resort fees applied for some of his stays when he made his booking, because those fees are obscured (under “taxes and fees”).
What we can hope to gain from this and the state investigations of resort fees is a change in industry practice where mandatory charges are included in the room rate so that consumers can compare pricing.
t’s the things that people do for each other when disaster hits that’s most meaningful, and in the moment, long before government programs decamp. It’s people like Satchel Smith, who works at the Homewood Suites in Beaumont, Texas, who make a real difference in people’s lives.
The truth is that hotels do regularly sell rooms cheaper through third parties than they do on their own website, they just work really hard to disguise it and to gate off consumers from accessing those cheaper rates – because they want to fill incremental rooms that would go unsold, but without undercutting the prices they can book the rest of their rooms at.
Hotel industry lobby group the American Hotel and Lodging Association sponsored a push poll to support eliminating or undermining protections of section 230 of the Communications Decency Act.
As the lobby shop – which represents “9 of the 10 top U.S. hotel brands” including Marriott, Hyatt, IHG, and Hilton – explains, “Online web sites and social media platforms have claimed that CDA Section 230 gives them protection from any third-party user publishing information or content to their website.”
Two competing narratives are developing over an altercation between Lil Wayne’s entourage and hotel staff in the lobby of the Ritz-Carlton St. Louis. In both versions Mr. Wayne and crew departed the hotel under duress, and the rapper and record executive blew off his show Saturday night with Blink 182.
Marriott tells me though that “it may take a few hours to fully update our servers” so there may still be hotels not yet showing peak pricing. And it’s still possible to book awards at those properties as they roll out the changes. I’m not saying to go look for a needle in a haystack, but some glitches and delays in raising prices may be out there.
The internal e-mail address that Marriott is using to process claims is changing. The old one is set to expire. However the website hasn’t been updated to use the new e-mail address, and this generates a message to the customer. Oops.
Here’s hoping Marriott IT can update the web form before IT expires the old address, or else Best Rate Guarantee claims will go into the ether the way so many customer service requests did last fall after Marriott, Starwood, and Ritz-Carlton loyalty accounts got combined with the launch of the new program.
Hyatt is out with double points – triple for Hyatt Place properties – starting with your second stay. There are at least 5 different limited-time offers that this new promotion stacks with.
Marriott Chief Marketing Officer Karin Timpone will step down at the end of the year to “pursue new opportunities.”
She said “Having completed the Marriott Bonvoy launch with key marketing benchmarks ahead of estimates, this a perfect time for me to thoughtfully plan my next move.”
Gary Leff is one of the foremost experts in the field of miles, points, and frequent business travel -- a topic he has covered since 2002.
Co-founder of frequent flyer community InsideFlyer.com, emcee of the Freddie Awards, and named one of the "World's Top Travel Experts" by Conde' Nast Traveler (2010-Present) Gary has been a guest on most major news media, profiled in several top print publications, and published broadly on the topic of consumer loyalty. More About Gary »
