Should Marriott hire a Crisis Management Agency?
Sep 29, 2018, 10:49 am
#1
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Should Marriott hire a Crisis Management Agency?
A month in with systems still not stablaized and customers coming to realize the devaluations in both service and the loyalty program, I wonder if MAR should engage a Crisis Management firm to help them both communicate to customers and staff as well as set a big picture roadmap to fix the system issues? Perhaps MAR has internal data on bookings and spending that tell them things are still on target despite the problems?
Sep 29, 2018, 11:15 am
#4
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there is a fall promotion. See the corresponding thread. The promo is pathetic IMO, but there is one.
Sep 29, 2018, 11:47 am
#5
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A company must be aware that a crisis exists before the company believes it should hire a crisis management agency. The execs continue to indicate everything is running well and the systems have stabilized.
Sep 29, 2018, 12:06 pm
#6
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Forgetting any of our issues on here, the reservations platform is so unstable there must be a drop off in reservations. 75 percent of the time, only SPG properties show on the app and that's the case 60 percent of the time on the website. Plus, corporate rates don't show up across legacy programs. I'm loyal enough to deal with this but I doubt the average person is.
That being said, everything for me personally has been good for a few days. Status is right, nights, points, and spend are right, stays are crediting so while they were slow and uncommunicative, all is good now other than the reservation platform issue.
That being said, everything for me personally has been good for a few days. Status is right, nights, points, and spend are right, stays are crediting so while they were slow and uncommunicative, all is good now other than the reservation platform issue.
Sep 29, 2018, 12:58 pm
#8
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Sep 29, 2018, 1:06 pm
#9
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What's even more amazing is that this is the same company & leadership team that some on here just SWEAR had better customer service than SPG...lol
Sep 29, 2018, 2:55 pm
#11
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Most crisis management agencies are spin doctors. They don't do a thing other than trying to make things sound better. Just like politicians. 
Marriott should concentrate on fixing their system. Don't forget there is a system merger coming in November for properties.
Marriott should concentrate on fixing their system. Don't forget there is a system merger coming in November for properties.
Sep 29, 2018, 3:12 pm
#12
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They might be better off hiring a magician 
Can entertain the members while they wait on the phone trying to reach support and hopefully can make the integration issues disappear
Can entertain the members while they wait on the phone trying to reach support and hopefully can make the integration issues disappear
Sep 29, 2018, 5:38 pm
#15
Moderator: Alaska Mileage Plan
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Many of the migration "experts" around here have complained about the communication and messaging. Professionals know that the real focus should be on blocking and tackling. Continuously fix and improve. That will remedy a lot of the related issues.