1. Effective customer service team and ability for Elite members to escalate matters to a highly qualified agents. The canned responses and impersonal reply is very off outing hence I suggest an auto questionnaire for each engagement where the agent is rated and an option for escalation is offered.

2. Enforcement of Bonvoy benefits as hotels tend to slack and act cheap.

3. Enhanced mobile app features by considering the following. Introducing a chat feature to communicate with elite concierge and customer service. Rating properties on the app. Functionality to add additional guest name to the booking (like Hilton). Ability to chat with hotel’s front desk prior to booking. Include additional property details like email addresses of the front desk and the concierge. Extend the ability to use SNA till the check in day (currently blocked a night or two before check in).