Marriott wants to know why you are cancelling your reservation!
Feb 23, 2020, 7:13 am
#1
FlyerTalk Evangelist
Original Poster
Join Date: Jun 2007
Location: Toronto
Programs: UA 1K, AC MM E75, Marriott LT Ti, IHG Dia Amb, Hyatt Glob
Posts: 15,520
Marriott wants to know why you are cancelling your reservation!
Cancelling a reservation this morning and I got the following message:
[QUOTE]We're interested in learning more about why you canceled. Your responses will be kept confidential and will only be used for research purposes.
What was your primary reason for cancelling this reservation?
Please Select Option
Event change or cancellation
Personal reason (sickness, etc.)
Price
I needed to change the hotel
I needed to change the type of room
I needed to change dates
I needed to change the rate type (AAA, Corporate, Government, etc.)
Other
What was the purpose of this trip?
Convention/Meeting at This Hotel
Other Business
Leisure/Personal
Both Business and Leisure/Personal
Are you still planning a hotel stay for this trip purpose?
Yes
No
Is there anything else you’d like to share about this cancellation?
In order to protect your privacy, please do not submit sensitive account or personal information.
[QUOTE]We're interested in learning more about why you canceled. Your responses will be kept confidential and will only be used for research purposes.
What was your primary reason for cancelling this reservation?
Please Select Option
Event change or cancellation
Personal reason (sickness, etc.)
Price
I needed to change the hotel
I needed to change the type of room
I needed to change dates
I needed to change the rate type (AAA, Corporate, Government, etc.)
Other
What was the purpose of this trip?
Convention/Meeting at This Hotel
Other Business
Leisure/Personal
Both Business and Leisure/Personal
Are you still planning a hotel stay for this trip purpose?
Yes
No
Is there anything else you’d like to share about this cancellation?
In order to protect your privacy, please do not submit sensitive account or personal information.
Last edited by margarita girl; Feb 23, 2020 at 6:56 pm
Feb 23, 2020, 7:40 am
#2
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Join Date: Aug 2010
Location: DCA
Programs: UA US CO AA DL FL
Posts: 50,262
As the piece you yourself quote shows, it is a marketing research project which asks a series of optional questions which you may choose to answer. That data helps to inform all manner of business decisions.
Good on Marriott for asking.
Good on Marriott for asking.
Feb 23, 2020, 8:16 am
#4
Join Date: Jan 2008
Programs: Marriott Titanium, Hilton Diamond
Posts: 405
I agree with Often 1. It's smart marketing. However, this is Marriott, they give us NOTHING for free so they are not getting their research for free. Want an answer, give us points. I would always choose "other" and say I found a lower rate/better value at another hotel brand.
Feb 23, 2020, 9:31 am
#5
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Location: LGA/JFK/EWR
Programs: UA 1K1.75MM, Hyatt Globalist, abandoned Marriott LTT (RIP SPG), Hertz PC
Posts: 21,167
Quite interesting (more myopic) that "I am staying at a different hotel chain" is not one of the options
Missed opportunity too to add in a NPS and start some tracking
As one who works in this field, a piss poor survey design if you want to drive actionable insights
Missed opportunity too to add in a NPS and start some tracking
As one who works in this field, a piss poor survey design if you want to drive actionable insights
Feb 23, 2020, 12:24 pm
#8
Join Date: Mar 2018
Location: EDI/GLA
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Posts: 2,268
As someone who works in a heavily NPS focused industry, this survey would be disappointing should I need to cancel as they don't offer a wide range of actual scenarios for people to seek cancellations.
Feb 23, 2020, 12:29 pm
#9
Join Date: Dec 2017
Location: SFO/YYZ
Programs: AC 25K, AS MVP Gold, BA Bronze, UA Silver, Marriott Titanium, Hilton Diamond, Hyatt Globalist
Posts: 2,464
How else are they going to get their high customer sat figures?
Feb 23, 2020, 12:32 pm
#10
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Join Date: Mar 2002
Location: Canada, USA, Europe
Programs: UA 1K
Posts: 31,452
[QUOTE=margarita girl;32103269]Cancelling a reservation this morning and I got the following message:
What is your point?
We're interested in learning more about why you canceled. Your responses will be kept confidential and will only be used for research purposes.
Feb 23, 2020, 1:54 pm
#12
Join Date: Jun 2003
Location: La Jolla, CA
Programs: Marriott Ambassador, Lifetime Titanium, Delta Plat, Hilton Diamond , Hyatt Globalist
Posts: 2,615
Feb 23, 2020, 2:12 pm
#14
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Feb 23, 2020, 2:12 pm
#15
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Location: TOA
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Posts: 20,061
2. With a decent feedback loop, Marriott might actually get a clue or two why folks are giving up their bookings
3. Most of us do not have an Ambassador assigned so, short of flagging down a Lurker, no one else within Marriott to complain or give feedback to
David