Originally Posted by
Adelphos
I think the idea is that you get rewarded by earning points more than by getting high touch service that makes you feel appreciated, and that there is a higher amount of luxury hotels to redeem at. And the fact is that by the numbers, Marriott had a lot “more” on “their side of the house” in terms of customer stays, number of customers, corporate contracts. There is a bit of customer rotation here, but the customer that benefits the most from Bonvoy is one that has a variety of stays, ranging from Courtyard to Marriott to St Regis, and now can combine all those stays in 1. I am guessing there were fewer of those types of customers at SPG but a lot at Marriott, a lot at maybe Hilton and Intercontinental and a lot that may have been free agents. Remember that there were far fewer SPG loyalists than any of those other categories I mentioned
interesting and i do not disagree, i just never thought of it.
i have no doubts that marriott was the bigger beast here. but the issue with these statements is it does ignore the portion who valued the "higher touch" which perhaps may have been the SPG people like me. but if the SPGs continue to or start to lean elsewhere then that isnt really a successful sign.
i will stay at a st regis when i feel like, i will stay at an edition when i feel like, i will stay at a belmond or rosewood or four seasons equally when i feel like. the bonvoy gamble has lost at least for the customer, which the CEO has confirmed it seems.
its not a complaint per se because these programs are free, it is just a bit sad i think. and not to mention the issue of low wages which is just reprehensible. but more endemic of the entire US model.