Lack of Consistency regarding WSJ availability
Apr 21, 2005 | 10:04 am
#1
Original Poster
Join Date: Dec 2004
Location: PHL
Programs: Marriott LTT, Amtrak Select, Hertz 5*, AA Gold, IHG Plat, National Exec
Posts: 1,314
Lack of Consistency regarding WSJ availability
I have noticed that there seems to be a great deal of inconsistency across properties regarding the availability of Wall Street Journals.
I stay primarily at Full-service Marriotts and a Courtyards. At both of those properties, the little envelope that you get that holds your room key indicates that you have requested "delivery of USA Today" and "reservation of the Wall Street Journal"
To me, that's pretty clear. USA Today should be outside my door, and WSJ, if I want it, needs to be available.
That said, I've experienced the following:
1) Full-Service and Courtyard properties that have run out of WSJ's because they didn't have enough (one CY property admitted to me that they only get about 12 copies per day.)
2) One Courtyard that told me the only copy they had was a "house" copy for the lounge area, and that I wasn't entitled to a WSJ because it was a CY. They gave me the house copy after I showed them the fine print on the room key envelope.
3) Front desk clerks at full-service Marriotts that give me a puzzled look when I walk up to the front desk and ask them where to get my WSJ. "Oh, they didn't deliver it?" "No, I'm not staying on the concierge floor...you're supposed to have a copy up here for me." "Oh."
This seems like something that should be relatively simple, yet it's amazing that there's such inconsistency. As long as Marriott continues to print that language on the room key envelope, then I'm entitled to my WSJ, and I will continue to complain to management at every property that does not deliver on this.
Does anyone have any information or insight on these inconsistencies? It seems to me that if a property is flying the Marriott flag, they need to be following Marriott procedures. Chris, if you have anything to add, I'd be interested in any info that you can provide. Thanks!
I stay primarily at Full-service Marriotts and a Courtyards. At both of those properties, the little envelope that you get that holds your room key indicates that you have requested "delivery of USA Today" and "reservation of the Wall Street Journal"
To me, that's pretty clear. USA Today should be outside my door, and WSJ, if I want it, needs to be available.
That said, I've experienced the following:
1) Full-Service and Courtyard properties that have run out of WSJ's because they didn't have enough (one CY property admitted to me that they only get about 12 copies per day.)
2) One Courtyard that told me the only copy they had was a "house" copy for the lounge area, and that I wasn't entitled to a WSJ because it was a CY. They gave me the house copy after I showed them the fine print on the room key envelope.
3) Front desk clerks at full-service Marriotts that give me a puzzled look when I walk up to the front desk and ask them where to get my WSJ. "Oh, they didn't deliver it?" "No, I'm not staying on the concierge floor...you're supposed to have a copy up here for me." "Oh."
This seems like something that should be relatively simple, yet it's amazing that there's such inconsistency. As long as Marriott continues to print that language on the room key envelope, then I'm entitled to my WSJ, and I will continue to complain to management at every property that does not deliver on this.
Does anyone have any information or insight on these inconsistencies? It seems to me that if a property is flying the Marriott flag, they need to be following Marriott procedures. Chris, if you have anything to add, I'd be interested in any info that you can provide. Thanks!
Apr 21, 2005 | 11:03 am
#2
Join Date: Sep 2003
Posts: 103
The Marriott procedures for newspapers differ by brands.
At RI's you are not entitled to a WSJ. The property, if they even want to carry WSJ, can order as few as 10.
And USA today can also be ordered as few as 10 but ideally you will see at least 25 so that the property can get a cheaper price per paper from USA Today.
The below is the RI newspaper standard.
Newspapers
Complimentary newspapers must be available for guests for the duration of complimentary breakfast each morning, SEVEN days a week. Both a local paper and a national newspaper are required.
USA Today is the required national newspaper. A minimum of 10 copies are required in the gatehouse. (Note: To get the Marriott price offered by USA Today, a minimum of 25 copies are required.)
Canadian hotels are exempt from the USA Today standard due to delivery time issues.
Additional national newspapers are permitted (i.e., Wall Street Journal).
The below is the CY newspaper standard.
Delivery
A copy of USA Today must be delivered to all occupied rooms Monday through Friday.
The Wall Street Journal must be available to guest at the front desk or in the restaurant area. Hotels must order a minimum of 10% of the total room count each day, Monday through Friday.
--------------------------------------------------------------------------------
Tertiary Markets
In tertiary markets, or where USA Today is delivered late, an alternate local paper must be delivered to rooms Monday through Friday.
At RI's you are not entitled to a WSJ. The property, if they even want to carry WSJ, can order as few as 10.
And USA today can also be ordered as few as 10 but ideally you will see at least 25 so that the property can get a cheaper price per paper from USA Today.
The below is the RI newspaper standard.
Newspapers
Complimentary newspapers must be available for guests for the duration of complimentary breakfast each morning, SEVEN days a week. Both a local paper and a national newspaper are required.
USA Today is the required national newspaper. A minimum of 10 copies are required in the gatehouse. (Note: To get the Marriott price offered by USA Today, a minimum of 25 copies are required.)
Canadian hotels are exempt from the USA Today standard due to delivery time issues.
Additional national newspapers are permitted (i.e., Wall Street Journal).
The below is the CY newspaper standard.
Delivery
A copy of USA Today must be delivered to all occupied rooms Monday through Friday.
The Wall Street Journal must be available to guest at the front desk or in the restaurant area. Hotels must order a minimum of 10% of the total room count each day, Monday through Friday.
--------------------------------------------------------------------------------
Tertiary Markets
In tertiary markets, or where USA Today is delivered late, an alternate local paper must be delivered to rooms Monday through Friday.
Apr 21, 2005 | 11:07 am
#3
Original Poster
Join Date: Dec 2004
Location: PHL
Programs: Marriott LTT, Amtrak Select, Hertz 5*, AA Gold, IHG Plat, National Exec
Posts: 1,314
Originally Posted by Lefty33
The Marriott procedures for newspapers differ by brands.
At RI's you are not entitled to a WSJ. The property, if they even want to carry WSJ, can order as few as 10.
And USA today can also be ordered as few as 10 but ideally you will see at least 25 so that the property can get a cheaper price per paper from USA Today.
The below is the RI newspaper standard.
Newspapers
Complimentary newspapers must be available for guests for the duration of complimentary breakfast each morning, SEVEN days a week. Both a local paper and a national newspaper are required.
USA Today is the required national newspaper. A minimum of 10 copies are required in the gatehouse. (Note: To get the Marriott price offered by USA Today, a minimum of 25 copies are required.)
Canadian hotels are exempt from the USA Today standard due to delivery time issues.
Additional national newspapers are permitted (i.e., Wall Street Journal).
The below is the CY newspaper standard.
Delivery
A copy of USA Today must be delivered to all occupied rooms Monday through Friday.
The Wall Street Journal must be available to guest at the front desk or in the restaurant area. Hotels must order a minimum of 10% of the total room count each day, Monday through Friday.
--------------------------------------------------------------------------------
Tertiary Markets
In tertiary markets, or where USA Today is delivered late, an alternate local paper must be delivered to rooms Monday through Friday.
At RI's you are not entitled to a WSJ. The property, if they even want to carry WSJ, can order as few as 10.
And USA today can also be ordered as few as 10 but ideally you will see at least 25 so that the property can get a cheaper price per paper from USA Today.
The below is the RI newspaper standard.
Newspapers
Complimentary newspapers must be available for guests for the duration of complimentary breakfast each morning, SEVEN days a week. Both a local paper and a national newspaper are required.
USA Today is the required national newspaper. A minimum of 10 copies are required in the gatehouse. (Note: To get the Marriott price offered by USA Today, a minimum of 25 copies are required.)
Canadian hotels are exempt from the USA Today standard due to delivery time issues.
Additional national newspapers are permitted (i.e., Wall Street Journal).
The below is the CY newspaper standard.
Delivery
A copy of USA Today must be delivered to all occupied rooms Monday through Friday.
The Wall Street Journal must be available to guest at the front desk or in the restaurant area. Hotels must order a minimum of 10% of the total room count each day, Monday through Friday.
--------------------------------------------------------------------------------
Tertiary Markets
In tertiary markets, or where USA Today is delivered late, an alternate local paper must be delivered to rooms Monday through Friday.
Thanks...where did you locate this information?
Ordering only enough copies for 10% of the rooms would seem to conflict with the concept of have a copy "reserved" for me. If you only order for 10% of the rooms, then the hold notion of a "reserved" copy is a farce.