Apr 21, 2020, 11:10 am
Last edit by: DELee
Marriott's privacy policy includes the ability to request all personal information.
Privacy Policy: https://www.marriott.com/about/privacy.mi
To obtain a copy of your personal data, click Privacy Rights, then click the link 'this form'.
FWIW: Thread about requesting Hilton data: Hilton personal information request
Privacy Policy: https://www.marriott.com/about/privacy.mi
To obtain a copy of your personal data, click Privacy Rights, then click the link 'this form'.
FWIW: Thread about requesting Hilton data: Hilton personal information request
Be Aware, All Marriotts Have an Internal System Where they can criticize you!!
Apr 10, 2020, 3:08 pm
#196
Join Date: Mar 2014
Location: YYZ
Programs: Skymiles GM, UA Silver, Marriott Titanium, National EE, Hertz 5*
Posts: 383
Part of me says, who cares. Say whatever you want about me. I’ll keep saying whatever I want about you in other forums and places. And if I find out I don’t like what you’re saying about me or I don’t like how I am being treated, I will go elsewhere. There are other businesses I can go to for hospitality. Many are better than Marriott.
Apr 10, 2020, 3:43 pm
#197
Join Date: Jul 2008
Location: LAS ORD
Programs: AA Pro (mostly B6) OZ♦ (flying BR/UA), BA Silver Hyatt LT, Wynn Black, Cosmo Plat, Mlife Noir
Posts: 5,992
Why would you? I mean, it's CRM. A possible example of CRM could be "an internal system where [a company] can criticize [customers]" (my emphasis added). But, pointedly, CRM is also - and primarily - used to improve and enhance guest experience, even where a guest complaint is concerned.
It's hilarious witnessing so many people in this thread get so worked up about companies keeping customer data. It's clear the vast majority don't understand CRM, especially in the hospitality context, at all.
It's hilarious witnessing so many people in this thread get so worked up about companies keeping customer data. It's clear the vast majority don't understand CRM, especially in the hospitality context, at all.
Last edited by gengar; Apr 11, 2020 at 2:09 am
Apr 10, 2020, 3:52 pm
#198
Join Date: Jan 2008
Posts: 3,946
Apr 10, 2020, 11:48 pm
#199
Join Date: Apr 2004
Programs: AA plt 2 mm, Marriott LTT, HH dia
Posts: 1,215
I have been checking in on this thread periodically. From what I can tell, long term customers have files that are hundreds or thousands of pages long. That is actually so long it seems inefficient.
I've heard stories of bad feedback by an agent on a person's profile that actually affected the way the customer was treated by other customer service agents. However, if the feedback is thousands of pages long, then no one will take the time to read through that. It kind of neutralizes that scenario. Just accumulate several pages of neutral feedback that is more recent and no one may ever look back far enough to see the negative ever again.
In terms of a data breach, I would think most thieves would be more interested in financial data or passwords.
I've heard stories of bad feedback by an agent on a person's profile that actually affected the way the customer was treated by other customer service agents. However, if the feedback is thousands of pages long, then no one will take the time to read through that. It kind of neutralizes that scenario. Just accumulate several pages of neutral feedback that is more recent and no one may ever look back far enough to see the negative ever again.
In terms of a data breach, I would think most thieves would be more interested in financial data or passwords.
Apr 11, 2020, 9:15 am
#200
Moderator, El Al and Marriott Bonvoy, FlyerTalk Evangelist
Join Date: Feb 2005
Location: SIN
Programs: SQ*G, Mar LTT, Hyatt Glb, AA LTG, LY, HH, IC, BA, DL, UA SLV
Posts: 12,018
I think the thousands of pages are due to the fact that they are dumping every bit of data. That isn’t to say that at a specific hotel they would be looking at all that data. They may only be looking at data shared by others at that hotel. Same for specific customer service functions. So it is conceivable that your profile at a specific hotel could contain some information which will impact you next stay, or that your global profile may contain something like that. But likely the Sheraton DFW employee would not be present with a screen that shows the extra towels you ordered at the Westin Tokyo.
As for data breaches, lots of information could be used to social engineer information from your or to blackmail you.
In 2015 I checked into a hotel with my girlfriend. I’d checked into that hotel 6 years earlier with what was now my ex-wife and kids. After being shown to the room, the gentleman who checked us in called me and said he’d be able to keep my secret. I had not idea what he meant. Eventually he said he could keep the lady out of the registration record. I asked him to please ensure she was in the record in case she lost her key or needed something. We also used that hotel as the base for our wedding 2 years later. But you can imagine that if I was hiding something, this information could be used to compromise or socially engineer. How many government officials from various governments stay at hotels and how might tracking their movements benefit other government or non-government entities?
As for data breaches, lots of information could be used to social engineer information from your or to blackmail you.
In 2015 I checked into a hotel with my girlfriend. I’d checked into that hotel 6 years earlier with what was now my ex-wife and kids. After being shown to the room, the gentleman who checked us in called me and said he’d be able to keep my secret. I had not idea what he meant. Eventually he said he could keep the lady out of the registration record. I asked him to please ensure she was in the record in case she lost her key or needed something. We also used that hotel as the base for our wedding 2 years later. But you can imagine that if I was hiding something, this information could be used to compromise or socially engineer. How many government officials from various governments stay at hotels and how might tracking their movements benefit other government or non-government entities?
Last edited by yosithezet; Apr 11, 2020 at 9:22 am
Apr 11, 2020, 11:32 pm
#201
FlyerTalk Evangelist
Join Date: Mar 2002
Location: Saipan, MP 96950 USA (Commonwealth of the Northern Mariana Islands = the CNMI)
Programs: UA Silver, Hilton Silver. Life: UA .57 MM, United & Admirals Clubs (spousal), Marriott Platinum
Posts: 15,051
https://en.m.wikipedia.org/wiki/Cust...hip_management
From reading the article at the above link, it appears one could earn an MBA on this subject. CRM is indeed the very reason Marriott Bonv°y maintains the system we are discussing.
Apr 12, 2020, 7:38 am
#202
Join Date: Jan 2011
Location: HKG • Ex SFO, NYC
Programs: UA 1K, AA EXP; Marriott Amb; Hyatt Globalist; Shangri-la Diamond; IHG SpireAmb; Hilton D; Accor G
Posts: 3,319
In 2015 I checked into a hotel with my girlfriend. I’d checked into that hotel 6 years earlier with what was now my ex-wife and kids. After being shown to the room, the gentleman who checked us in called me and said he’d be able to keep my secret. I had not idea what he meant. Eventually he said he could keep the lady out of the registration record. I asked him to please ensure she was in the record in case she lost her key or needed something. We also used that hotel as the base for our wedding 2 years later. But you can imagine that if I was hiding something, this information could be used to compromise or socially engineer. How many government officials from various governments stay at hotels and how might tracking their movements benefit other government or non-government entities?
That's actually great. Fantastic service by the hotel!
I am often staying with various women, I wonder if any hotel has ever thought anything like that with me. Usually they're girlfriends though, never had a wife and kids though. I've certainly never had that conversation.
Apr 17, 2020, 2:14 pm
#204
Join Date: Aug 2010
Location: Seat 1L these days :)
Programs: AF Platinum/AY LUMO/SK EBG/baEC S/HYATT Globalist/MR LTP/A3 *G/HH Dia/IHG plat
Posts: 7,961
Apr 20, 2020, 6:52 pm
#205
Moderator, El Al and Marriott Bonvoy, FlyerTalk Evangelist
Join Date: Feb 2005
Location: SIN
Programs: SQ*G, Mar LTT, Hyatt Glb, AA LTG, LY, HH, IC, BA, DL, UA SLV
Posts: 12,018
Did you get a note asking if you want all cases they opened in their system or just the stays?
Apr 20, 2020, 7:02 pm
#206
Join Date: Sep 2004
Location: New York, NY
Programs: Marriott Bonvoy Lifetime Tit, Hilton Diamond, BA Gold, Carlson Gold, UA*S,
Posts: 1,363
I checked into a hotel once late at night and got chatting with the front desk. They SHOWED me the comments that had been written about me and I was absolutely appalled.
The comments were applied to every single reservation at every hotel whether in the US or abroad.
It was quite disconcerting and was petulant its nature.
In the early days with SPG I had a few brushes with Member Account Integrity and clearly their notes were added... but it was a horrible feeling to see it presented there on EVERY booking many years later!
I've no idea if the comments were moved across to Marriott. I will have to check next time!
The comments were applied to every single reservation at every hotel whether in the US or abroad.
It was quite disconcerting and was petulant its nature.
In the early days with SPG I had a few brushes with Member Account Integrity and clearly their notes were added... but it was a horrible feeling to see it presented there on EVERY booking many years later!
I've no idea if the comments were moved across to Marriott. I will have to check next time!
Last edited by yosithezet; Apr 28, 2020 at 8:46 pm Reason: Masked profanity removed per FT Rules.
Apr 20, 2020, 10:09 pm
#207
Join Date: Nov 2016
Location: On a plane or a beach
Programs: Yes
Posts: 3,153
I checked into a hotel once late at night and got chatting with the front desk. They SHOWED me the comments that had been written about me and I was absolutely appalled.
The comments were applied to every single reservation at every hotel whether in the US or abroad.
It was quite disconcerting and was petulant in its nature.
In the early days with SPG I had a few brushes with Member Account Integrity and clearly their notes were added... but it was a horrible feeling to see it presented there on EVERY booking many years later!
I've no idea if the comments were moved across to Marriott. I will have to check next time!
The comments were applied to every single reservation at every hotel whether in the US or abroad.
It was quite disconcerting and was petulant in its nature.
In the early days with SPG I had a few brushes with Member Account Integrity and clearly their notes were added... but it was a horrible feeling to see it presented there on EVERY booking many years later!
I've no idea if the comments were moved across to Marriott. I will have to check next time!
Last edited by hhoope01; Apr 29, 2020 at 4:04 am Reason: removed masked profanity from quoted text
Apr 20, 2020, 11:01 pm
#208
Join Date: Jan 2008
Posts: 3,946
I checked into a hotel once late at night and got chatting with the front desk. They SHOWED me the comments that had been written about me and I was absolutely appalled.
The comments were applied to every single reservation at every hotel whether in the US or abroad.
It was quite disconcerting and was petulant in its nature.
In the early days with SPG I had a few brushes with Member Account Integrity and clearly their notes were added... but it was a horrible feeling to see it presented there on EVERY booking many years later!
I've no idea if the comments were moved across to Marriott. I will have to check next time!
The comments were applied to every single reservation at every hotel whether in the US or abroad.
It was quite disconcerting and was petulant in its nature.
In the early days with SPG I had a few brushes with Member Account Integrity and clearly their notes were added... but it was a horrible feeling to see it presented there on EVERY booking many years later!
I've no idea if the comments were moved across to Marriott. I will have to check next time!
Last edited by hhoope01; Apr 29, 2020 at 4:05 am Reason: removed masked profanity in quoted text
