Dec
19
2018
What happens when hotels change award categories without notice — right as members who have been waiting for months have been allowed to redeem? And how are some hotels ‘complying’ with Marriott’s elite breakfast benefits?
The problem I think is that the chain’s CEO describes the frustration of his best customers as noise around the edges rather than tackling the problem with open arms. Bill Marriott said the purpose of the Starwood acquisition was to give them scale and leverage. I noted at the time this included leverage over customers.
