The above has obviously been "lifted" from the latest thread devoted to Marriott's Upgrading practices?

But it raises another issue that's separate and apart from upgrading - the treatment accorded customers.

Based upon personal experience I'm finding that Marriott customer service, as practiced at the corporate level is one thing - superior, as exemplified by those encountered on the reservations, Plat and MR phone lines - not to mention resident official spokesperson here - Chris, or our "consultant" on "matters-Marriott," (Socrates). The trouble is (and Rthib isn't the first to touch upon it), it isn't with what might be encountered at some properties.

I remember one particular incident (which I won't go into) experienced at an upstate (NY) Marriott and the prompt and contrasting response I got from Bethesda as a result of a note I sent to Mr. M.

I've even noticed inconsistency of the treatment accorded guests at a particular suburban, full-service Marriott in Connecticut which I frequent. I don't know how many times I've "stalled" (fiddling with luggage or briefcase) in order to avoid checking in with particular front-desk clerks.

So perhaps, the issue isn't so much one of upgrading as it may be something else - and I'm finding that it isn't unique to Marriott or the lodging industry (check out some of the FT airline boards) or even the transportation sector.


Of course, the above is opinion based on personal experience and observation, but if anyone cares to weigh in...

I'm no "Road Warrior" in a hotel every night, so my experiences with Marriott's measures in the very low double-digits, not the high triples of many of you.

That being said, I choose Marriott for many reasons, and one of them is Customer Service. Be it a Category 6 Marriott in a major city or a Fairfield Inn out in the middle of nowhere, I am always made to feel welcome and any concerns or issues I have are always taken care of quickly and without drama.

Perhaps the answer lies in the fact that Marriott (and others) operate heavily using the franchise model. Given the fact that a lot of staff aren't even direct Marriott employees, maybe it is difficult to bring customer service standards up to a uniform level. Forbes magazine July 2004 issue has a feature article on Marriott on this. Maybe someone can post it (I browsed it in a doctor's office)

I put no value in anecdotal evidence of service between two particular hotels. Extrapolating this to an entire brand is ludicrous.

My current Westin treats me extremely nicely at the desk, only average in the Lounge. Marriott was nice at the desk, extremely nice in the Lounge. I haven't had truly "bad" service in a long time

In the end, "it depends". On the person, the property, the city, the time of day, ...

Truly meaningful comparisons can only be done at the highest of levels - Freddie awards as an example. Statistically, the mean of one program may be slightly higher than the mean of another, but the variance would show a huge overlap and every visit is a random event. I.e., it depends.

You're going to find a few incompentent employees in every industry and with every company within every industry. Hiring mistakes happen and it sometimes takes some time to figure them out and correct them - especially if you have HR Nazis in the company.

My philosophy is always to expect that mistakes can happen. I make some occassionally in my professional field. No one is perfect. The test of a good company is what they do rectify the mistake and how this leaves the customer feeling. This is the test I apply to myself and how I expect other companies, their system and their employees to apply to themselves.

So far I have had one serious complaint at a Marriott (franchised) hotel. The franchisee (in my opinion) failed the test but the Marriott customer services people did everything to restore my confidence. This is why I continue to choose Marriott properties on my travels. Maybe the only comment is how can Marriott improve their system to improve the performance given by their franchissees?

Have you ever spoke to the front desk manager, General Manager or called the "hotline" number about these particular employees you try to avoid?

Are they offering poor service or do you just class in personalities?

The few times I have had poor service at Marriott brands if it could not be handled at the hotel level I picked up the phone and called the "Service Manager" for that brand on the 800#. After the call came back to the hotel it was handled pretty quickly.

I would not continue going to a hotel that I had to avoid certain employees without at least discussing it with the management.

Every McDonalds is a Franchise and you see the same system operating in every one. Granted they are not the epitome of service, but it does show that you can operate franchises in a cookie cutter pattern and have a uniform level of service.

Best Westerns, they pride themselves in being independently owned and operated and BW does not exert much influence over the individual hotels.

I feel fairly certain that if it is a franchise property and Marriott gets enough complaints about the service the property will either improve and do it quickly or they will not be flying under the marriott flag for long. It is very easy to have customer service levels at least meet the minimum expectations. The corporation tells the owner of the franchise to get it right or your hotel will have a new name or a new owner. Franchising companies all have agreements with the Franchisee that if they do not live up to their expectations and follow the game plan the Corporation can take back the Franchise and sell it to someone else or run it themselves. That is the only way that Corporations that Franchise can stay in business.

It certainly was anecdotal - after, all the various postings regarding upgrading (and lack of same) are anecdotall so characterizing what I wrote as "extrapolating this to an entire brand is "ludicrous" is unwarranted, because in no way did I imply it.

What I think I conveyed (if you'd care to take the time to dismount from the high horse and think about it) was that if there were issues (perceived or otherwise), the upgrade issue (which has been debated ad nausem) is a symptom - not the disease - at least up to the point when the policy was clearly and unambiguously redefined by Marriott (corporate).

Furthermore I think I've been been even-handed. Witness my qualification about the treatment I've been accorded on the corporate level in this post and what I've posted about Marriott in others.

I forgot who said it, but I understand that sometimes there's a "chemistry" problem. That's why I go out of my way to avoid that employee in suburban Connecticut. (But, since it doesn't, IMO rise to the level of a major issue I don't want to go to the manager and risk the guy getting a "letter" or "reprimand" placed in his file. He's not being deliberately disrespectful, or impolite or anything of the sort - just obtuse and a lousy listener to boot.

As I posted - the other incident was serious and prompted the note to Mr. Marriott.

All in all, my 20+years (dating back to Club Marquis - I'm now Plat) expereince with Marriott has been good (upgrades or no upgrades) - if it wasn't they wouldn't be getting my business.

I realized just this week how true it is. Every stay at a marriott is different. Sometimes they recognize your status, sometimes they don't.

Sometimes I walk in and get. . .

Front Desk: "Welcome to the XMarriott, Mr. NeoOfTheCRS, thanks for staying with us. I see that you are a gold member and we have upgraded you to a corner king/junior suite/ocean view etc. Here are your keys. My name is X please let us know if we can do anything to make your stay more comfortable.

Me: Thank you very much for your hospitality! Have a great day

More often than not i get. . .

Front desk: "Your name please. Uhh, your reservation says king, will two double beds be ok"

Me: No. I'd prefer a non-smoking king if you have one

Front desk: <Scowl>. Typing and rapid arrow down on the key board. <Sigh>. 30 seconds later. "Ok. I have found a king. It is on the X floor here are your keys"

Me a little later at the Concierge Lounge door: "Damn, key! Won't open up the door" "Should I knock and look like I am trying to break-in" Nahh. I'll go down to the front desk and get it coded to the concierge lounge"

Me at the Front Desk again: Uhh, I am gold and I don't think that this key was coded for the concierge lounge

Front desk: Oh, here is a new key. Sorry about that.


These are the two experiences that I have at full service marriotts. They are either wonderful or average.