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Old Jul 19, 2021 | 8:41 am
  #9  
WasKnown
 
Join Date: Apr 2021
Location: Manhattan, Palm Beach Island, San Francisco, Boston, & Hong Kong
Programs: Lifetime United Global Services, Delta Plat, Hyatt Globalist, Marriott Ambassador, & Hilton Diamond
Posts: 3,165
Originally Posted by cfabar1
There is an interview hosted on a major site about Points oday with Tony Capuano. Take away from me, he totally gets that Marriott Bonvoy is not as strong as SPG. Has no interest in enhancing it for the benefit of the customer. Said the SPG program was too customer centric, and not owner centric. Also said that the geographic enhancement of the Bonvoy network outweighs the lack of benefits.

Also implied in the interview is that Daily Housekeeping will be going the way of Hilton soon…
Why not just link it? From TPG: https://thepointsguy.com/news/marrio...ano-interview/

Capuano deferred any specifics about Bonvoy to the executives he has running the loyalty program. But he did share his overarching philosophy about loyalty.

Capuano said he wants guests to have a much more emotional relationship with Bonvoy. He noted that there were things, such as bonus points for grocery purchases on Bonvoy credit cards throughout the pandemic, that helped people maintain a connection when they weren’t traveling.

He’s also proud to have launched new credit cards in South Korea and Mexico, plus the Uber partnership, all during the pandemic.

But nearly six years after the Starwood acquisition closed, Capuano acknowledges there’s still work to be done.

“We get a bit of an incomplete,” he said. “I think we’ve made terrific progress. The integration of Marriott Rewards and SPG was a monumental task. And it’s quite interesting. You hear SPG loyalists say, ‘My goodness, what have you done to our program?’ The program was very guest-friendly. It was less owner-friendly.”

Which all goes back to the struggle between the guests and the owners. And now that Marriott is the world’s largest hotel brand, that footprint gives it more freedom to tip the scales toward owners, compared to the much smaller Starwood brand.

Capuano said many of his big decisions are unsolvable. He needs to consider guests, associates, owners and Marriott’s shareholders to find the right balance.

Yes, Bonvoy isn’t as generous as SPG, he said, but its members now have access to a much larger pool of hotels with many more choices.

“What some of those SPG loyalists may have lost, a bit, in terms of the richness of the program, we hope that breadth of choice, whether it be brands or geography, is a bit of a mitigating factor,” Capuano said.

Another great interview here: https://www.hospitalityinsights.com/...ing-challenges
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