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!!
Dec 24, 2018, 4:13 pm
#121
Join Date: Apr 2003
Location: SLC/HEL/Anywhere with a Beach
Programs: Marriott Ambassador; AA EXP 3MM; AS MVP, Hilton Gold, CH-47/UH-60/C-23/C-130 VET
Posts: 5,234
Even Mastro’s and Fleming’s steakhouses have such customer management systems to keep track of guest details and preferences—and complaints. I’ve seen my list at one of those—it was hilarious to me. Reminded me of all the complaints and issues I most commonly have at restaurants: timing is critical, always medium rare and warm red center, don’t overpour glasses from purchased or BYO bottles of wine, allergies, always serve my Manhattans up, don’t bump into my chairs/booth, seat me with some decent space, I am demanding, I am fun, I have a twisted sense of humor, I can be loud, etc.
Similarly, these hotel and restaurant customer management systems are really only a problem if you’re a problem customer who either often complains, often is rude, and/or never has anything good to say or said about you.
Similarly, these hotel and restaurant customer management systems are really only a problem if you’re a problem customer who either often complains, often is rude, and/or never has anything good to say or said about you.
In fairness ... seems you like you may identify issues (note I didn't say complain
) more than average but that's different than being rude or not having anything good to say.But despite identifying issues of concern to you, you're not being uninvited from Marriott properties, Mastro's, or Fleming.
Dec 24, 2018, 4:24 pm
#122
Suspended
Join Date: Aug 2013
Location: Southern California, USA
Programs: Marriott Ambassador and LTT, UA Plat/LT Gold, AA Gold
Posts: 8,764
In fairness ... seems you like you may identify issues (note I didn't say complain ) more than average but that's different than being rude or not having anything good to say.
But despite identifying issues of concern to you, you're not being uninvited from Marriott properties, Mastro's, or Fleming.
) more than average but that's different than being rude or not having anything good to say.But despite identifying issues of concern to you, you're not being uninvited from Marriott properties, Mastro's, or Fleming.
My Ambassador and many different hotel and restaurant GMs, hotel front office managers, and hotel guest relations managers have shared that while I may be demanding and high maintenance, I also am a pretty fair, fun, and constructive guest in terms of my criticisms. The things I don’t like tend to be the problems about which complaints are justified to their minds. I have always taken that sentiment to be the highest of compliments.
I also try to criticize by not attacking the staff but by highlighting the failure. I give credit where credit is due. I am fair and honest.
I also praise (and tip) quite often. I identify employees who have really impressed us. Who have gone out of their way to help us. Who have made a difference to us. That adds to my quotient of fairness when I do criticize, I’m sure.
Some people ONLY criticize. ONLY have negative things to say. ONLY are mean. ONLY look to get something for free. ONLY look to get ahead by putting down others. They thankfully get their comeuppance eventually with systems such as these.
Dec 24, 2018, 4:51 pm
#123
Join Date: Jun 2003
Location: La Jolla, CA
Programs: Marriott Ambassador, Lifetime Titanium, Delta Plat, Hilton Diamond , Hyatt Globalist
Posts: 2,615
Indeed. And thanks.
My Ambassador and many different hotel and restaurant GMs, hotel front office managers, and hotel guest relations managers have shared that while I may be demanding and high maintenance, I also am a pretty fair, fun, and constructive guest in terms of my criticisms. The things I don’t like tend to be the problems about which complaints are justified to their minds. I have always taken that sentiment to be the highest of compliments.
I also try to criticize by not attacking the staff but by highlighting the failure. I give credit where credit is due. I am fair and honest.
I also praise (and tip) quite often. I identify employees who have really impressed us. Who have gone out of their way to help us. Who have made a difference to us. That adds to my quotient of fairness when I do criticize, I’m sure.
Some people ONLY criticize. ONLY have negative things to say. ONLY are mean. ONLY look to get something for free. ONLY look to get ahead by putting down others. They thankfully get their comeuppance eventually with systems such as these.
I think you nailed the difference. I bet as a business owner who relies on feedback you appreciate constructive criticism when it is fair (and hopefully fun)
ITA with your assessment. I bet Hotel Guest complaints follow the 80/20 rule. 20 percent of the Guests account for 80% of the complaints.
It is almost always that way and it is probably very helpful to hotels to identify those 20%
Dec 24, 2018, 5:17 pm
#124
Join Date: Oct 2013
Location: ORD
Programs: UA Silver, Marriott Platinum/LT Platinum, Hilton Gold
Posts: 5,594
But that aside, my reaction to this thread, in non-ordered thoughts:
- Everyone has a CRM database. Likely there are things about you that are wrong in all of them. If you start avoiding businesses because of this, have fun sitting at home.
- No one is as polite, friendly, or correct as they think they are -- and I'm including myself. We all get caught up in our emotions when things happen to us. Everyone here has probably seen a passenger yelling at a gate agent when their flight is delayed for weather, or whatever reason. They usually think they're right and being mistreated by the airline, while the other 149 passengers understand the situation.
- Some of us -- and I'm including myself -- realize that we're not perfect and at least try to be sensitive to how we treat others in difficult situations. But it's human nature to think that we're always in the right, that we're always behaving correctly (and the other person is not) etc.
- We don't know, based on one person's account, if Marriott is using their CRM appropriately or not. We don't know if the OP really is a difficult customer or not.
To me, the summary is this:
Each of us can only judge for ourselves, based on our own experiences. It's probably worthwhile to try to rack up lots of positive comments to outweigh the negatives, because we all likely have been a difficult customer at some point. For example, when I walk into my room to find that I've been upgraded to a suite, I almost always try to go back to the front desk to thank them for the room next time I'm in the lobby...even though many here simply see it as a benefit or even their "right". I don't know that anyone ever notes that as a positive on my account, but it certainly can't hurt. Finally, while I'm not necessarily referring to the OP, I think if anyone ever learns that they have a negative profile in a CRM, they should first do some honest introspection. If I were to do that and have no doubt about my behavior, then I'd take my business elsewhere. You can't prove that someone's perception of you is incorrect. You either try to change it, or you stop associating with that someone.
- Everyone has a CRM database. Likely there are things about you that are wrong in all of them. If you start avoiding businesses because of this, have fun sitting at home.
- No one is as polite, friendly, or correct as they think they are -- and I'm including myself. We all get caught up in our emotions when things happen to us. Everyone here has probably seen a passenger yelling at a gate agent when their flight is delayed for weather, or whatever reason. They usually think they're right and being mistreated by the airline, while the other 149 passengers understand the situation.
- Some of us -- and I'm including myself -- realize that we're not perfect and at least try to be sensitive to how we treat others in difficult situations. But it's human nature to think that we're always in the right, that we're always behaving correctly (and the other person is not) etc.
- We don't know, based on one person's account, if Marriott is using their CRM appropriately or not. We don't know if the OP really is a difficult customer or not.
To me, the summary is this:
Each of us can only judge for ourselves, based on our own experiences. It's probably worthwhile to try to rack up lots of positive comments to outweigh the negatives, because we all likely have been a difficult customer at some point. For example, when I walk into my room to find that I've been upgraded to a suite, I almost always try to go back to the front desk to thank them for the room next time I'm in the lobby...even though many here simply see it as a benefit or even their "right". I don't know that anyone ever notes that as a positive on my account, but it certainly can't hurt. Finally, while I'm not necessarily referring to the OP, I think if anyone ever learns that they have a negative profile in a CRM, they should first do some honest introspection. If I were to do that and have no doubt about my behavior, then I'd take my business elsewhere. You can't prove that someone's perception of you is incorrect. You either try to change it, or you stop associating with that someone.
Last edited by yosithezet; Dec 26, 2018 at 10:51 pm Reason: Removed redacted content
Dec 24, 2018, 6:18 pm
#125
Join Date: Jun 2012
Location: CLT
Programs: Marriott Plat, AA Gold
Posts: 1,076
I think the million dollar question here is who gets more upgrades, the “difficult” guest, or the “pleasant” one? I’d be willing to bet it’s the difficult guest, and that’s part of what’s wrong with society today IMO.
OP, that lounge story and the RI story are pretty bad. I might just chalk up the RI one to the temp GM though....maybe she’s just not confident they can fulfill the request so don’t want to risk criticism. That’s probably better than them just yessing you and then it doesn’t work when you get there.
Just one question, do you request “extra” fridges often? That seems like an odd request.
OP, that lounge story and the RI story are pretty bad. I might just chalk up the RI one to the temp GM though....maybe she’s just not confident they can fulfill the request so don’t want to risk criticism. That’s probably better than them just yessing you and then it doesn’t work when you get there.
Just one question, do you request “extra” fridges often? That seems like an odd request.
Dec 24, 2018, 6:22 pm
#126
Original Poster
Join Date: Aug 2006
Location: Pittsburgh Pennsylvania
Programs: Marriott Platinum, Starwood Platinum
Posts: 373
I think the million dollar question here is who gets more upgrades, the “difficult” guest, or the “pleasant” one? I’d be willing to bet it’s the difficult guest, and that’s part of what’s wrong with society today IMO.
OP, that lounge story and the RI story are pretty bad. I might just chalk up the RI one to the temp GM though....maybe she’s just not confident they can fulfill the request so don’t want to risk criticism. That’s probably better than them just yessing you and then it doesn’t work when you get there.
Just one question, do you request “extra” fridges often? That seems like an odd request.
OP, that lounge story and the RI story are pretty bad. I might just chalk up the RI one to the temp GM though....maybe she’s just not confident they can fulfill the request so don’t want to risk criticism. That’s probably better than them just yessing you and then it doesn’t work when you get there.
Just one question, do you request “extra” fridges often? That seems like an odd request.
I also ask for 6-8 extra feather pillows with good stuffing. And I want them to be the smaller ones not the king pillows. I hated when Marriott switched to those long pillows in the king rooms. I have trouble sleeping on them. I prefer the normal size ones that are in the double bed rooms. So even though I am in a king room I want the smaller pillows and you would be surprised how many times that request gets messed up. Either foam instead of feather or they bring extra of the king pillows.
Last edited by mikebor; Dec 24, 2018 at 6:31 pm
Dec 24, 2018, 7:52 pm
#128
A FlyerTalk Posting Legend
Join Date: Apr 2013
Location: PHX
Programs: AS 75K; UA 1MM; Hyatt Globalist; Marriott LTP; Hilton Diamond (Aspire)
Posts: 56,453
Mr. Pillows would never stay in a RI.
Dec 24, 2018, 8:27 pm
#129
FlyerTalk Evangelist
Join Date: Mar 2013
Location: Parts Unknown
Posts: 10,053
I'm the same way for an extended stay and a fridge. The best properties can offer a full sized one and would definitely be getting my thanks and business again.
Dec 25, 2018, 7:03 am
#130
Join Date: Jul 2014
Posts: 483
Is there any provision in US law for us to do this here?
Dec 25, 2018, 2:16 pm
#132
Join Date: May 2013
Posts: 916
At my price range I do not expect much , but if i was paying $500-1000 a night i would expect a lot !
But how far do you do go ? And probably not want to pay extra for it ?
asking for an extra fridge seems like too much , .....ing that the temperature is a degree or 2 off is excessive , etc etc ..
But if this is how you live the rest of your lives you must get scores of disappointments every day ,
You are not perfect , the rest of the world is not perfect ,. Happiness is all around you if you let go of perfection. ,
Google a book called Das Energi , by Paul Williams , it will put you in a happier place.....
Merry Christmas every day ..
...
But how far do you do go ? And probably not want to pay extra for it ?
asking for an extra fridge seems like too much , .....ing that the temperature is a degree or 2 off is excessive , etc etc ..
But if this is how you live the rest of your lives you must get scores of disappointments every day ,
You are not perfect , the rest of the world is not perfect ,. Happiness is all around you if you let go of perfection. ,
Google a book called Das Energi , by Paul Williams , it will put you in a happier place.....
Merry Christmas every day ..
...
Dec 25, 2018, 5:47 pm
#134
Suspended
Join Date: Oct 2009
Location: Kan@da
Programs: Anything with sweet spots
Posts: 1,790
If you live in a country with decent privacy regulations ( not the USA) then you will be entitled to get a copy of the information that Marriott is holding about you, including those internal comments.