Inability to write reviews hurt Marriott and its staff
Apr 7, 2019, 12:20 pm
#1
Original Poster
Join Date: Jun 2016
Programs: Marriott Titanium, Hilton Diamond, Hyatt Explorist, Marco Polo Gold
Posts: 1,084
Inability to write reviews hurt Marriott and its staff
I've had stayed at 5 establishments in the past two months, all of them excellent services that I wanted to share with others, all of them provided by exceptional staff I wanted to recognize, but all of them have NOT send me an after-stay review invite.
Why is Marriott so selective in who can and who cannot write the reviews? And what's the algorithm for their selections?
Why is Marriott so selective in who can and who cannot write the reviews? And what's the algorithm for their selections?
Apr 7, 2019, 12:24 pm
#2
Join Date: Aug 2012
Posts: 6,752
Not that I have anything good to say about Marriott, but, if they're gonna stop with the "feedback" emails, I'd commend them. Personally, I never bother with feedback emails, writing or reading them, such as yelp, trip advisor, blogs, or whatever other MSM outlet.
Apr 7, 2019, 12:49 pm
#4
Join Date: Feb 2018
Programs: Bonvoy :Ambassador , ALL :Diamond, Skywards :Silver, Krisflyer :Silver
Posts: 2,808
I've had stayed at 5 establishments in the past two months, all of them excellent services that I wanted to share with others, all of them provided by exceptional staff I wanted to recognize, but all of them have NOT send me an after-stay review invite.
Why is Marriott so selective in who can and who cannot write the reviews? And what's the algorithm for their selections?
Why is Marriott so selective in who can and who cannot write the reviews? And what's the algorithm for their selections?
I tend to write tripadvisor review now.
Apr 7, 2019, 1:06 pm
#5
Join Date: Jan 2016
Posts: 905
It’s very odd indeed. I’ve not received one for many months, dozens and dozens of stays. And I don’t recall ever slamming a property ( except maybe Great Northern, London and that was well deserved). People are getting the surveys because the reviews are pretty current, albeit reduced volume. If indeed they are vetting who gets them then it goes without saying that the whole system is tainted.
Apr 7, 2019, 1:48 pm
#6
FlyerTalk Evangelist
Join Date: Jul 2003
Location: Florida
Posts: 29,755
The survey emails simply STOPPED coming since last quarter of 2018. None of my stays receive any follow up email at all. What a shame as it is a very good way to communicate the feedback to the property, whether it is a glowing accolade or some issues need to be addressed.
My prior experiences have been if there some issues the property's management often would reach out. I guess it is easy to pick out critical words with today's software - if a survey feedback contains certain words, that email got to be sent to the property's management team. Seems all chains work this way. Until Marriott stops that altogether.
My prior experiences have been if there some issues the property's management often would reach out. I guess it is easy to pick out critical words with today's software - if a survey feedback contains certain words, that email got to be sent to the property's management team. Seems all chains work this way. Until Marriott stops that altogether.
Apr 7, 2019, 2:24 pm
#7
Join Date: May 2016
Location: ATL
Programs: DL GM, Marriott Titanium
Posts: 1,240
I haven’t gotten any feedback/review surveys post-8/18 either. However I assume that you’re still able to send an email on the contact us form if you’ve had exemplary service, and corporate will forward it to the appropriate property. (I’ve done this before 8/18 for a couple stays & staff members that were exceptional and I didn’t get the feedback survey).
Apr 7, 2019, 2:33 pm
#8
A FlyerTalk Posting Legend
Join Date: Sep 2009
Location: Minneapolis: DL DM charter 2.3MM
Programs: A3*Gold, SPG Plat, HyattDiamond, MarriottPP, LHW exAccess, ICI, Raffles Amb, NW PE MM, TWA Gold MM
Posts: 100,399
I just checked my email and I received a request for a survey in early March for a late February (both 2019) legacy Starwood stay: "tell us about your stay" was the header and it was over Bill Marriott's signature.
Apr 7, 2019, 6:06 pm
#10
Join Date: Dec 2018
Posts: 50
I've had stayed at 5 establishments in the past two months, all of them excellent services that I wanted to share with others, all of them provided by exceptional staff I wanted to recognize, but all of them have NOT send me an after-stay review invite.
Why is Marriott so selective in who can and who cannot write the reviews? And what's the algorithm for their selections?
Why is Marriott so selective in who can and who cannot write the reviews? And what's the algorithm for their selections?
Apr 7, 2019, 6:17 pm
#11
Join Date: Nov 2016
Location: On a plane or a beach
Programs: Yes
Posts: 3,149
Even when I have received a survey and wrote a review at the end, only once have I seen a review be published to the hotel website.
The ability to leave reviews is clearly no longer simply verified by having stayed against your loyalty account. There is some filtering occurring.
It’s not as transparent as it once was and the system is less functional and useful for guests or potential guests.
The ability to leave reviews is clearly no longer simply verified by having stayed against your loyalty account. There is some filtering occurring.
It’s not as transparent as it once was and the system is less functional and useful for guests or potential guests.
Apr 7, 2019, 6:50 pm
#13
Join Date: Dec 2009
Location: COS
Programs: UA Gold/1.5MM (several years running now!), Marriott LTTE, Hertz Prez
Posts: 1,899
I also cannot recall ever having received an invitation to review a property - not even any of the ones where I've basically stayed weekly for 1-2 yrs straight.
I do, however, tend to reserve contacting my Ambassador only for positive feedback - and that has not gone unnoticed by some properties.
I do, however, tend to reserve contacting my Ambassador only for positive feedback - and that has not gone unnoticed by some properties.
Apr 7, 2019, 8:01 pm
#14
Join Date: Jul 2012
Location: RDU
Programs: DL(PM), UA(Silver), AA(EXP) Marriott(Ti), HH(Gold), Hertz(PC)
Posts: 2,667
Apr 7, 2019, 8:06 pm
#15
A FlyerTalk Posting Legend
Join Date: Apr 2013
Location: PHX
Programs: AS 75K; UA 1MM; Hyatt Globalist; Marriott LTP; Hilton Diamond (Aspire)
Posts: 56,450
The whole reason people are expressing frustration here is they appreciate being asked their opinion post-stay, even when they don't have a complaint.
It's just more terrible cs from Marriott. The one thing they are doing really really well is communicating that they really don't care if you stay or go.