Tag Archives for marriott.
Dramaine Vinegar is suing the Fremont Marriott Silicon Valley and Marriott after an incident last year where, he says, he was told to ‘get the f- off the property’ by its manager while staying as a guest.
The Westin Fort Lauderdale Beach Resort has been charging guests a 2% fee for paying their bills by credit card.
Late Marriott CEO Arne Sorenson lent international support for China’s argument that their response to Covid-19 was world-leading. Sorenson knew that crushing the pandemic through any means necessary was good for travel and the hotel business. And he knew that flattering Chinese officials and supporting their narratives is key to staying in their good graces. China is a key growth market for Marriott.
New Marriott CEO Tony Capuano appears to be taking a similar approach.
Several state attorneys general were investigating hotel resort fees as a deceptive practice. That process has gone nowhere. Two years ago Washington, D.C. broke ranks and sued Marriott.
Marriott intends to take the case to trial and D.C. is looking for consumers as witnesses.
I was sad to learn of the passing of Marriott’s long-time CEO Arne Sorenson, the first non-Marriott to hold the post. My sympathies go out to his family who lost him to pancreatic cancer way too early at 62. I wasn’t going to write about it because the news is well-covered. My reactions though center largely around what’s been said about him since his untimely passing.
His public legacy, I think, is more complicated than the tributes I’ve seen generally recognize. And that flows naturally from the role he filled at the helm of a global business in a very political industry.
The hotel business can be strange in many ways. But timeshare brands are far, far stranger.
How about Marriott Vacations controlling Hyatt’s timeshare portfolio? That’s something not a lot of people realize but gets a big exclamation point from Marriott Vacations Worldwide spending $430 million to acquire Welk Resorts to turn them into Hyatt Residenes properties. And wait – there are Lawrence Welk hotels?
When Marriott acquired Starwood and merged the loyalty programs, as much changed with their credit cards as with the loyalty program itself.
Chase’s Marriott cards used to earn 1 point per dollar. Starwood’s Amex cards earned 1 Starwood point per dollar. Marriott themselves declared 1 SPG point worth 3 Marriott points. In other words, the Amex cards were 3 times as rewarding for spending.
Before the pandemic there was no greater loyalty program with a gap between what it promised and what it delivered than Marriott Bonvoy. On paper it took the best features of Starwood Preferred Guest with the scale of properties of Marriott and merged them together. And yet the program has simply failed to deliver elite benefits consistently at the property level.
The irony of course is that before acquiring Starwood, Marriott Rewards wasn’t very generous with elites but they were consistent. The Marriott brand across the board was consistency. Now they’re the Forrest Gump of loyalty: you never know what you’re going to get until check-in. This have only gotten worse.
Just because a room is available for sale doesn’t mean a member requesting a Suite Night Award will be upgraded to it if Marriott forecasts that the room will be sold.
A room can be available 24 hours prior to check-in, but Marriott’s systems will still hold back the inventory to possibly sell to someone rather than upgrade the member into that room.
Marriott has a status challenge program where they’ll give anyone with at least mid-tier status in one of the major hotel loyalty programs and just one night of stay credit in the past year up to Platinum status in their program for 90 days, and a quick path to keep that status.
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 »
