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Senior management is listening and aware of your input and feedback.
Best Regards, Drew |
Originally Posted by USirritated
(Post 20295876)
Thanks Drew.
Is Marriott upper management aware of the extreme unhappiness among many of the most loyal and frequent guests and elite members, many of whom are cancelling their Marriott reservations and credit cards and moving to other hotel programs? I am an extremely loyal Marriott Plat member (since 1994 or 1995), and have NEVER had real status with other hotel chains, and I am actually considering moving my business to Hilton or SPG. I would guess that Marriott has already lost many millions of dollars of future, previously consistent revenue, with the current changes to MR, coupled with the other devaluations to MR and the elite benefits taken away over the last few years. I am one of the most loyal people there is, and to cause me to consider other chains is really noteworthy. Just as a comparison, I was top status with US Airways for 23 years before they ran me off in 2008, and I have been with the same cellular carrier since 1990, and hate changing. For me, and for many others, the changes have to be either really huge or really insulting to get me to change, and I do not do it easily, but Marriott has accomplished this huge insult this year, finally. For me, I am actually feeling that Marriott is abusing my good will and loyalty, and I say this from an upgraded suite in a Renaissance Hotel. What reaction does Marriott upper management have to the extreme dissatisfaction among their elite membership to the current and recent changes to MR and elite programs? I, and others I am sure, look forward to your diligent and sincere reply! Thanks, USirritated |
Originally Posted by Marriott Concierge
(Post 20298708)
Senior management is listening and aware of your input and feedback.
Best Regards, Drew |
Originally Posted by Marriott Concierge
(Post 20298708)
Senior management is listening and aware of your input and feedback.
Best Regards, Drew Can you tell us if any response / adjustment / changes are planned as a result of the overwhelmingly negative feedback you've gotten here? So far we haven't heard anything. Thanks. |
I guess addressing it to Ed French specifically was not actually necessary after all. However, until I see a truly substantial reply, I have doubts that we will actually get any satisfaction.
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Originally Posted by USirritated
(Post 20299717)
I have doubts that we will actually get any satisfaction. |
Originally Posted by NJUPINTHEAIR
(Post 20299815)
In agreement with you on that one , USI
I bet that Marriott could have grown it's room occupancy and overall gross receipts by maybe 5-7% more per year, over their actual performance, every year since 2008. Marriott's real growth actually came from adding hotels and total rooms inventory worldwide, and not really from year over year growth at hotels/rooms already in inventory for at least one year. |
and yet not following your advice, in 2008 MARs share price was under $14 before it rose to over $35 in 2010 and (and at times over $40) through 2013..........
Originally Posted by USirritated
(Post 20300926)
The ridiculous thing is that Marriott committed several HUGE faux pas over the last few years. Going into the recession, on a financial and growth basis, Marriott was the strongest hotel chain. Usually, in a situation like that, the strongest would do a variety of things to get more business, taking it away from the competition, and building market share. Instead, Marriott did the opposite, and instead of increasing perks and benefits and promos to gain more biz, Marriott reduced perks and benefits and promos, and as a result, reduced the percentage of elite loyalty business, which is the core of all of the large chains businesses. IMHO, serious dummy dumb dumb, and it continues today with this recently announced devaluation.
I bet that Marriott could have grown it's room occupancy and overall gross receipts by maybe 5-7% more per year, over their actual performance, every year since 2008. Marriott's real growth actually came from adding hotels and total rooms inventory worldwide, and not really from year over year growth at hotels/rooms already in inventory for at least one year. |
Well Let them read this
Originally Posted by Marriott Concierge
(Post 20298708)
Senior management is listening and aware of your input and feedback.
Best Regards, Drew Marriott needs to take action on the following which I am sure can be expanded by my fellow travelers on here: 1) Improve the ability to Earn more hotel & Airline Points by making Megabonus even better so we can now achieve awards at your newer higher tier hotels 2) Lower the amount of points required to be a Gold and/or Platinum member. 75 is too many 3) Quit offering Category 4 certificates and upgrade them to higher level certificates when offered as a reward. Category 4 hotel certificates just doesnt cut it and need to be all 5 and above. 4) Continue not letting hotels "opt out" of the promotion. We all hate this. 5) Don't allow blackout nights 6) Continue lifetime status 7) Offer free breakfast all all courtyards and others who don't have free breakfast 8) Consider offering free Parking to Platinum member at those hotels where you now charge daily parking 9) Continue offering free Internet service I will leave it there and let my fellow disgruntled Marriott Reward Members continue. Clearly we are disatisfied with the current state of Marriott Rewards. |
Some of these requests are not going to be considered by such a large corporate bureaucratic entity such as Marriott and Marriott certainly is not going to rescind its devaluation -- too much egg on its face to do that.
What is reasonable is to do the following going forward: 1). M/B certs good thru Cat 5; 2). Ability to upgrade M/B certs with additional point outlay; 3). Credit Card cert good thru Cat 6 to put back some luster to the credit card; 4). Award redemption truly reflects yearly past redemptions at the property because you can't convince me that with 36% of your hotels moving up and 1% moving down, that the foregoing is a reality. Should Marriott do this it would engender good will here and elsewhere and still retain the supposed need to increase property categorizations on a case by case basis because although I do not protest too loudly over the new Cat 9, let's face it, IHG's devaluation was long overdue with central city properties at 25,000 points, and Hilton's necessitated by their issuing credit cards to people who churn them and thus accumulate a great deal of points, but Marriott faced none of these issues and therefore its wholesale devaluation was clearly unwarranted. |
Originally Posted by NJUPINTHEAIR
(Post 20302249)
Some of these requests are not going to be considered by such a large corporate bureaucratic entity such as Marriott and Marriott certainly is not going to rescind its devaluation -- too much egg on its face to do that.
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Originally Posted by USirritated
(Post 20302278)
The only "egg on its face" that truly matters is reduced profits, and the reaction to this devaluation might actually bring that on if enough people defect!
Even though I almost exclusively stay with them, they are not getting my vote at the Freddies for either best program or best promotion -- how could they expect to do so, anyway? The problem is with the great mass of sheep out there who blindly think that they will remain the best program in spite of their devaluations. |
Originally Posted by SimpleManToo
(Post 20302214)
2) Lower the amount of points required to be a Gold and/or Platinum member. 75 is too many
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Originally Posted by NJUPINTHEAIR
(Post 20302283)
Well, if enough people see that chasing a M/B cert up to a Cat 4 is clearly not worth it anymore, one can only hope that will motivate them to make some changes.
Even though I almost exclusively stay with them, they are not getting my vote at the Freddies for either best program or best promotion -- how could they expect to do so, anyway? The problem is with the great mass of sheep out there who blindly think that they will remain the best program in spite of their devaluations. |
Originally Posted by USirritated
(Post 20302389)
Or the FlyerTalk awards, since we are on FlyerTalk.
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