GrizShel

Understood, but there's also the problem with whatever customer survey / focus group testing they do before they roll out such things failing miserably to give them an accurate read on what their customers want. If what was leaked truly is what they were planning to implement, at least now they may be able to save themselves the embarrassment of rolling out something that has the opposite of the intended effect - forcing them to then either retract / greatly change / discontinue the already implemented program. This is what happen with the website changes - but I do very much agree, to Marriott's credit, they did listen very well to most of our concerns about the website changes and actually do now have a better website than last year. (although I personally still want them to bring back the ability to customize the hotel search radius - something they took away a few years ago without any good reason. It is just not a good assumption that customers are always looking for any hotel within a 50 mile radius and only within a 50 mile radius. )

But Marriott is not the only company that has for some reason a lot of trouble
predicting customer behavior and response.