Reader Joe shares details of his stay at the Renaissance Fort Lauderdale Marina Hotel and discovers a fascinating tactic for what seems like a miserable property to game its satisfaction scores with Marriott.
The hotel was running $322 for the night, including taxes. Marriott was charging 40,000 points for the night. It’s a Port Everglades property, frequented by guests transiting cruise ships. The hotel used to have a lounge, but it is closed.
Here were a few initial notes on the property,
Ice machines only on even numbered floors. Gross. See photos. Rooms okay, laminate flooring, small footprint bathrooms, sufficient, but that’s it. Cannot use the tub/shower spigot control without getting drenched. That’s a big thumbs down.
Guest rooms have different “colors” of interior lighting; daylight, soft white, warm white, etc. too.. Mis-matched carpet on guest room floor corridors.
Complimentary lobby coffee only had 20 oz paper cups and sugar in the raw (no white granulated, but pink/blue/yellow sweeteners). Carafe of cream.
Hotels frequently send out surveys after a stay. The results of those surveys matter between the property and the brand. For instance, Marriott might increase oversight of underperforming properties. This can include mandatory Quality Assurance or Brand Performance inspections that lead to required fixes.
Hotels that consistently score below benchmarks may have to make investments in their facilities, which owners often chafe against, and face financial penalties. The chain might also also withhold promotion of the property.
This property has figured out how to game the survey.
Nothing about this property deserves anything close to a positive review, EXCEPT MAYBE THE LOCATION. And maybe expect my evening meal. I only ate a room service meal here (penne Alfredo pasta, quite tasty).
…the Ren is currently advertising their extortion of a positive (nine or ten review). These 8×11’s are posted in each guest room level elevator lobby.
Anything below a 9 or 10 is negative. The hotel incentivizes giving 9s and 10s. A hotel that actually wants to be better would incentivize providing constructive feedback. Here they incentivize helping them skirt Marriott brand standards. That’s the most franchised Marriott thing ever.
If only Marriott corporate cared…..
Once again, why the Marriott loyalty? I’ve stayed here before too. Run down, humid conditions, blah experience.
@ Gary — And, how much you want to bet that they don’t actually have a monthly drawing for.l 30,000 points?
Lemme guess the franchisee’s last name is Patel
Oof. Stayed here back in 2007 on a family trip and had a similar experience (minus the 30,000-point drawing – if that was there, I don’t remember it). Sad to see not much has changed.
Looking back at my review of the property:
• Broken pool/hot tub (broken heater) with no notice given nor alternative arrangements made
• When my dad asked for a late checkout, they replied they’d “prefer that [he] didn’t” (what does that even mean?); later asked a different person and they said no problem and apologized for the earlier person’s rudeness
• Peephole on door completely covered by fire escape plan (safety issue?)
• Mold/scum in bathroom
• Broken closet door (off-track)
• Loud AC vent (squeaked all night)
• Charged for internet and allowed smoking in outdoor common areas (hopefully both relics of a bygone era, but still)
And I didn’t mention this in the review, but with only two elevators for a 12-story, 236-room hotel, I remember some pretty long wait times. Reading recent reviews, it seems one elevator is frequently out of service, leaving only one remaining. Terrible planning for a ‘premium’/’luxury’ hotel. More like a Fairfield Inn dressed up as a Renaissance.