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Bankrupt franchisee and effect - news article

Bankrupt franchisee and effect - news article

Old Jan 26, 20, 3:38 pm
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Bankrupt franchisee and effect - news article

Stumbled upon this article
https://viewfromthewing.com/north-carolina-marriott-shut-down-guests-locked-out-of-rooms/

I recognize that the hotel is owned by a franchisee, however the service recovery and response is crazy. Marriott has to recognize that their franchises are what people associate with them and therefore the immediate response should be to relocate all affected and provide some compensation. The cost is essentially zero to do so.

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Old Jan 26, 20, 3:46 pm
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"Marriott also reportedly stated “they were under no legal obligation to help” "

Classy one, Marriott. Just so we're in absolutely no doubt of their moral code.
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Old Jan 26, 20, 4:16 pm
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Marriott also reportedly stated “they were under no legal obligation to help” although eventually helped guests transfer to another Residence Inn.

So without the edit we get a different result.

In any event, the lockout was almost certainly ordered by the receiver, not Marriott.
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Old Jan 26, 20, 4:38 pm
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Originally Posted by EricH View Post
Marriott also reportedly stated “they were under no legal obligation to help” although eventually helped guests transfer to another Residence Inn.

So without the edit we get a different result.

In any event, the lockout was almost certainly ordered by the receiver, not Marriott.
Different outcome indeed, but Marriotts initial position was to wash their hands on guests at the “Residence Inn by Marriott”. Finally they changed their mind - gee, thanks guys! If you want an object lesson in how to near trash your brand, that’s it!
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Old Jan 26, 20, 6:05 pm
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Originally Posted by EricH View Post
Marriott also reportedly stated “they were under no legal obligation to help” although eventually helped guests transfer to another Residence Inn.

So without the edit we get a different result.

In any event, the lockout was almost certainly ordered by the receiver, not Marriott.
All true, but the immediate response of Marriott should be, "let us fix it for our customers , then deal with the issue with the receiver"

I just cannot understand who would think that issuing a statement that they were under no legal obligation to help, was a good idea. Simply put, not your fault but it is your problem.
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Old Jan 26, 20, 6:13 pm
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Unwillingness to take ownership seems to be a general problem with customer service these days. Many retailers, service establishments, and hospitality establishments disclaim ownership when an issue occurs. The representative or manager may say they are sorry but it isn't their issue. In virtually all customer service situations, the company should take ownership and sort out the details later. It generates brand loyalty and customer goodwill. I am sure there are some exceptions where the customer is truly abusing the system. Oh well, a sign of the times...

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Old Jan 26, 20, 6:14 pm
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Originally Posted by Antarius View Post
Stumbled upon this article
https://viewfromthewing.com/north-ca...-out-of-rooms/

I recognize that the hotel is owned by a franchisee, however the service recovery and response is crazy. Marriott has to recognize that their franchises are what people associate with them and therefore the immediate response should be to relocate all affected and provide some compensation. The cost is essentially zero to do so.

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Ths link doesn't work, so I'm going to try quoting it......

ADDED: My trick worked.
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Old Jan 26, 20, 6:58 pm
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I would have started breaking windows!
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Old Jan 26, 20, 7:00 pm
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I'd prefer to see some first-hand information on this. All that's quoted is a clickbait blogger and that's not anything to rely on for anything.
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Old Jan 26, 20, 7:07 pm
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Does anyone know what other properties are owned and/or operated by Portfolio Hotels & Resorts? They would all seem to be at risk for similar handling of guests.

Maybe the bottom line is that if your hotel is under threat of foreclosure etc., you should get out ASAP and not try to stay to the bitter end.

OTOH, I once stayed in a casino hotel on the outskirts of Vegas for a small conference where the hotel was auctioned off in the middle of my stay. Surprisingly, I didn't perceive any difference as a guest, although I remember being annoyed by some junk fees that appeared on my bill at checkout, including a baggage porterage fee despite no bell staff being on duty when I arrived late at night.
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Old Jan 26, 20, 8:11 pm
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Originally Posted by Antarius View Post
Stumbled upon this article
https://viewfromthewing.com/north-ca...-out-of-rooms/

I recognize that the hotel is owned by a franchisee, however the service recovery and response is crazy. Marriott has to recognize that their franchises are what people associate with them and therefore the immediate response should be to relocate all affected and provide some compensation. The cost is essentially zero to do so.

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If the cost is essentially zero, why don’t you relocate everyone?
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Old Jan 26, 20, 9:07 pm
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Marriott has a ton of other properties within a few miles.

BTW, this RI is available for $127 for the night of February 24th for s studio suite or $172 for their special two bedroom penthouse suite, both using the Member Rate rateplan on the Marriott Bonvoy website. The hotel is still apparnetly listed on the Marriott Bonvoy website, although none of the photos show guests being locked out of their rooms, nor is that listed as a special feature or local attraction (unlike the beach/surfing/etc. 100 miles away or some zoo 200 miles away).
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Old Jan 26, 20, 10:15 pm
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Originally Posted by mctaste View Post
If the cost is essentially zero, why don’t you relocate everyone?
Real clever. Bravo.

The cost is a rounding error for someone the size of Marriott. And given that this hotel carries it's flag, wouldn't you want to protect your brand for minimal cost?

If I get sick due to McDonald's, my beef (pun intended) is with McDonald's, not whatever random generically named franchise I ate at. Legally, it may be the latter, but the brand damage really would affect only one party.
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Last edited by Antarius; Jan 26, 20 at 10:26 pm
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Old Jan 26, 20, 10:22 pm
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Originally Posted by Often1 View Post
I'd prefer to see some first-hand information on this. All that's quoted is a clickbait blogger and that's not anything to rely on for anything.
The "clickbait" link quotes a news article...which would be apparent if you had read it.

https://www.journalnow.com/news/loca...f9ad9c033.html

Another article on another property in South Bend that was owned by the same people and closed

https://www.wndu.com/content/news/Re...567181911.html
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Old Jan 27, 20, 6:00 am
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Originally Posted by Antarius View Post
I just cannot understand who would think that issuing a statement that they were under no legal obligation to help, was a good idea.
That's an easy one, Marriott's corporate lawyers. If it prevents some people from suing them and having to respond, so much the better...corp lawyers first thought, and sometimes only thought is how to legally protect the business.

But Marriott should have some type of policy for franchisee issues like this. I realize it doesn't happen often, but it seems like if an owner displaces guests for whatever reason, Marriott should know it makes sense to help get them re-accommodated. There shouldn't be a delay while they figure out what to do.
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