Marriott on the Move

Posted By: Ms. Perkins (10/9/2007)
Comment: I have been a Marriott member and frequent business customer for over 10 years and yes, I do smoke in my house! I pay for it! Just as I've paid to be a Marriott customer. I understand non-smokers not wanting to be around the smell of cigarettes, just as I hate being around people who drink, so I don't go near bars. I have to travel for my job, to pay for that house I smoke in! I only ask business' who've decided to favor you, the non-smoker , do you not want this smoker's business? Why weren't other considerations made for the smoker? Not sound business. I have taken my money elsewhere, and with this going nationally with most major hotels, I'm working this out to where I won't travel at all. You've communicated to me most eloquently you don't need nor desire my money. I can stay home.

Posted By: alex bell (10/8/2007)
Comment: Mr.Marriott I think that it is fantastic that you have embraced technology and are blogging.Thanks for the shout-out to my post! The concierge idea is a great one for technical support that requires very focused, one-on-one attention. It could be a trend-setter.

Posted By: Jon Krueger (9/25/2007)
Comment: I'm delighted that Marriott has established a 100% smokefree policy. It will provide clean, safe air for associates and guests. I'm sorry to hear that Marriott will violate its policy on November 20, 2007, in the Marriott Marquis. You will provide dirty, unsafe air for associates and guests. And you will violate the promise you made to the public.

Posted By: Raymond (9/18/2007)
Comment: Bill I have tried to communicate to you to let you know how your custimers are treated when issues arrise but seems hard when no one will comunicate back, Your bottom line, must have filters keeping you in the dark of unpleasent issues. "Bottom line, I believe in communicating with the customer, and the internet gives me a whole new way of doing that on a global scale. I'd rather engage directly in dialogue with you because that's how we learn and grow as a company."

Posted By: Judy Samelson (9/3/2007)
Comment: I stumbled upon your blog while looking for a way to communicate with you about the lunacy of a recent experience with Chase Marriott. I am impressed with your willingness to open the company to what could be a significant amount of constructive and other feedback. It strikes me that if your partners had a similar attitude you might not be at risk of losing loyal customers like me who have the potential to bring Marriott 75-plus room nights a year over a $119 dispute. Evidently they haven't figured out that the competition out there for the consumer dollar is pretty intense. Thank you for the opportunity.

Posted By: cash (8/8/2007)
Comment: Well done on launching the blog. I think you will become an addict soon enough - here is certainly a place where you can communicate wholly with your customer, and that everyone else can get to know you and your plans, passions etc. a little better, giving your hotels a more personal feel (back like in the old days.) Excellent way forward - I am eager to see how blogs will effect the presidential elections in 2008 as well. Should be very interesting!

Posted By: Carolyn Tyler (7/29/2007)
Comment: I Have been reading everthing I can find about Willard and Alice Marriott and how they got started. How did they financially make the jump from the Hot Shoppes to the Hotels. Was getting into the Hotel business a risks/venture they had looked into? Did they have to put collateral up from the Hot Shoppes to makeit a go or di they have enough revenue from the business to start the first Hotel. Thankyou. Carolyn Tyler

Posted By: KYLEE COTY (6/26/2007)
Comment: I recently stayed at the Horseshoe Bay Resort Marriott. Beautiful place. I was impressed with everything except housekeeping. They need to audit their housekeepers skills more regularly. Also I am a smoker. But i do not smoke in my own house and do not smoke in any hotel motel we stay at. I hate the smell of smoking rooms. I would go outside every time i felt i wanted a cigarette. My first nite stay in the hotel i was slapped a 250.00 smoking fine. Now i wished i had smoked in the room...LOL. Either when maint had to come because our room would not cool or when we had room service they must have smelt my pack of cigs that had partial smoked cigs in it. That is all i can think of. Anyways... just a warning to other smokers. Dont bring back have smoked cigarettes or leave your pack where they can see them. Other than that..... It was a great place to stay.

Posted By: Eddie Tofpik (6/18/2007)
Comment: I had the opportunity to meet your brother Richard over the weekend at a fireside he gave at the Hyde Park Chapel in London. Absolutely fascinating (as is your blog). I spoke to him & his wife very briefly but i enjoyed the talk he gave & her musical item. I would appreciate it if you could pass this on. He mentioned about going bike riding in Switzerland - i hope he is prepared for the hills. Would you have an opportunity to talk in London at all? Best wishes Eddie Tofpik

Posted By: Kenneth Miles (6/13/2007)
Comment: The JW Marriott Desert Springs Marriott Spa and Resort's golf course is in poor shape. When will you have the crew here bring it up to JW's standards?

Posted By: Peggy Deward (6/13/2007)
Comment: I have read in some of the other comments that some people would like to see the famous burger of the 50's, the "Mighty Mo" come back. I, too, would very much like that. If that is not feasible, would you consider posting the 1953 Secret Recipe for the "Mighty Mo Sauce" or maybe you could start selling bottles of it in the supermarkets making it available to all. It was delicious!! Thanks.

Posted By: Jon (6/13/2007)
Comment: I stay at Marriott hotels during my travel for business on a weekly basis. I understand Marriott rates their hotels. However, some of the hotels (Bloomington, MN and Ottawa, Ontario) are sub par. What is the policy for upgrading or capital improvements to existing hotels?

Posted By: Cindi Mandel (5/19/2007)
Comment: Hi Mr. Marriot, I didn't really know which category to comment so here it is: Im very.. very happy to discover that the Marriot bought and renovated the Wentworth by the Sea in New Castle NH. I currently live in California and have for many years but am from Portsmouth NH originally. I used to ride my bike down to Newcastle as a teen and drive by the "Old Dame" when she was in disrepair and empty. I had never gone in, but looked on in awe for years. This year, as a Marriot Member, I was looking for hotels and areas to get married in and came across the Wentworth on Marriot.com...I was shocked at the beauty and excited to know she was up and running and looked magnificent. I booked a reservation with my family to stay there the first week in July and am very excited to experience the Wentworth from the inside....I'm sure alot of people are happy as I know many fought to preserve it. I'm sure this just old news to you, but new news to me and really means alot to me! Im looking forward to our stay there. It is like the East Coast version of the Hotel Del we have here in San Diego... Also, I am impressed that you do have a blog and its very personable, I like reading it and seeing that there is a real person behind the hotel name one who really cares about the world....Cheers to you and Thank you!...Cindi

Posted By: Daphne Iodice (5/6/2007)
Comment: Bill Marriott, its a brave new world and I'm proud of you...by the way how do I contact your marketing department regarding local advertising?

Posted By: Beverly Barrett (4/23/2007)
Comment: I was a long time Marriott rewards member and stayed much, I currently travel 3 weeks a month. The customer service is so bad, the managers attitudes so poor that I swtiched to the Westin, In fact, when Marriott's corporate customer service asked me what they could do to make things better from the last fiasco I told them a freestay ANYWHERE else but NOT THE MARRIOTT, In fact, this is a mantra to use when things are bad to reassure one.. "Simply say to them, "But at least your not a Marriott" Beverly. Please contact me for details.

Posted By: paul williams (3/13/2007)
Comment: i am a former employee of marriott of 16 years standing overseas and finaly in the uk ,where ever i travel in the uk i always stay with marriott.I recently stayed in london county hall for new years eve ,it was a memorable stay the associates were very welcoming and professional .The hotel manager russell prior was highly visible the entire weekend interacting with the guests a credit to marriott.

Posted By: Nancy (2/19/2007)
Comment: Hi, Just came back from Aruba, and a guest sprained their ankle, so I thought that maybe the hotel should have on hand to rent large water beach wheelchairs for those of us who can't get around as fast or as good as we would like to. That way our love ones could wheel us onto the beach and even the water and still be able to enjoy our vacation. Please give it some thought. Thanks

Posted By: mel (2/2/2007)
Comment: Has anyone with Marriott looked into updating their Wikipedia entry? I love Wikipedia, but noticed the entry was a little sparse for Marriott...

Posted By: Anthony C. (1/30/2007)
Comment: For the smokers out there - Do you smoke in your own house? Better yet, do you smoke while your in your bed? Marriott will still allow you to smoke on property, only out on the balcony(if applicable).

Posted By: Philip Viverito (1/25/2007)
Comment: Dear Amrriott, This is my second post and as the first one did not make it I will say less and do more. No smoking means I will seek out other places to stay. You have no regard for all the needs of all your customers.

Posted By: Jim (1/25/2007)
Comment: As a smoker, I'd like to weigh in on the smoking comments too. Bet if you asked each of the smokers on this blog if they've ever tried to quit, the answer would be "yes". Will also bet if you asked them why they ever chose Marriott in the first place, the answer wouldn't be because they allowed smoking. Many of us have been on long flights where smoking is not allowed. We eat in restaurants that don't allow it, we shop in grocery stores that don't allow it, in fact the majority of our lives is spent NOT smoking. Just a few suggestions for us smokers who still consider Marriott the best hotel company in the world and will continue staying... 1)nicotine gum or lozenge 2)nicotine lozenge 3)ask for the lowest floor available (much shorter trip to the smoking area when you're dying to have a smoke!!!) 4)let the front desk staff know you're a smoker and ask them for suggestions that will make your stay more comfortable. Hope this helps a few folks out there who, like me, aren't ready to quit smoking or staying at Marriott hotels.

Posted By: Jen (1/24/2007)
Comment: As a mother of 2-year old triplets, fellow blogger, and career woman (with another baby on the way), I am often faced with business travels where I bring my children with me. Infact, next week, my husband and children will be joining me for a full week, as I attend a conference at the Warner Center Marriott. I work for a large oil company and all of our hotel reservations are made with Marriott. Over the past few years I've noticed that more and more of my fellow coworkers travel with their children and spouses. What I think would be a BIG step to keep Marriott on the move in an evolving work atmosphere, are small play areas set up at some of your facilities. This would really help to accomodate those people who travel with children - or grandchildren. Good luck with your blog!

Posted By: Lisa Dekle (1/22/2007)
Comment: I have read some of the comments by people who are complaining about the no smoking policy. I realize that it is difficult for them but I applaud Marriott for their step forward. Smoking may be legal as one person commented, but it sure isn't healthy for anyone especially the smoker. The smell gets into the linens, carpets, etc. and is difficult to remove. When I travel I want to walk into a fresh clean room, not a stale one. A lot of smokers are immune to how bad it smells but trust us, it does. I hope that instead of refusing to stay at Marriott, these people would use this new policy as an incentive to give up this awful habit. They will be much happier and healthier in the long run. As a longtime Marriott rewards member, I have always found Marriott Hotels to have wonderful customer service and excellent properties. I know that it comes from the committment of the employees from the top on down. Congratulations on the 50 years in the business and here's to 50+ more!

Posted By: Terrie (1/22/2007)
Comment: Congratulations on 50 years? I attend SCJ, in CT and I am in a group writing a report on your company as an HPO. I found your blog space. if you have time feel free to email back.

Posted By: Rebecca Snelling (1/22/2007)
Comment: Mr. Marriott, when I read that you had a blog I had to check it out. I am a former Mariott employee and wanted to express my gratitude towards your employee training program. I started as a front desk clerk and worked my way up the corporate ladder. I worked at 2 Residence Inns over an 8 year period. I read many of the comments on Residence Inn and the staff treating them like family. I have many good memories of my "Family" during the time that I was with the company and I wanted to let the Marriott customers know that the employees also appreciated you allowing us to treat you like family. It was a pleasure and a great learning experience working for Marriott Corp. for as long as I did and I sometimes regret that I had to leave the company in order to move to a new state. Thanks again!

Posted By: Brian Stanfill (1/22/2007)
Comment: Mr. Marriott, I am a Staff Sergeant in the US Army currently over seas soon to finish my 3rd tour in Afghanistan. Your hotel holds special meaning for my fiance and I as we met for the first time at the Marriott in Wixom, Mi and it was also the last night we spent together before I deployed at the Marriott Airport in Michigan in October. My fiance and I want to make our wedding as special and memorable as I'm sure any couple would want. To have it at one of your hotels in Orlando would be only fitting to continue our memories. This deployment has been by far the hardest with the loss of a team-mate. I have in the past stayed at several of your hotels in several states, the best by far has been the one in downtown Greensboro. My fiance and I would like to get married in Orlando, Fl. at one of your hotels. Could you recomend me the best hotel to do that in.

Posted By: marit (1/22/2007)
Comment: Thank you for making your hotels non-smoking. Those of us who don't smoke (aka the majority) appreciate not having the place we stay smell like old tobacco. Our non-smoking does not affect smokers; their smoking affects us however. Thanks again for making a good decision. You will gain many more customers than you will lose with this decision

Posted By: Andy (1/22/2007)
Comment: Smoking..... I was taken aback by the smoking policies at Marriott... I went to check in to the Marriott Courtyard in Columbia MD, and was told I could not smoke in my room, fine... Went to my room, and it had a balcony... cool, I could go out and smoke there... Called the front desk to confirm, and they were like "NO!!!!! You can only smoke in OUR designated areas." I immediately called 1-800-HOLIDAY and got a smoking room 2 miles down the road... AND a Nicer room!!! I immediately checked out of that Marriott, and have not stayed at another one since (This was August 2006) I can understand not smoking in the room, as I do not smoke in my house, but not allowing me to smoke on the balcony? That was just over the line... Us road warriors know how hard it is to be away from home, and I understand not smoking in the hotel room, but not having something reasonably IN or just outside the room, is frankly, a big issue... Loved Marriotts for many years, but this was the last straw...

Posted By: DDR (1/22/2007)
Comment: Impressive entree into modern communications methods by an industry stalwart. I look forward to seeing if this keeps up!

Posted By: Deborah McWilliams (1/21/2007)
Comment: Mr. Marriott My husband and I are loyal customers of the Marriott family. We have two time shares at Hilton Head, SC and have lived in the Residence Inn here in Missouri since they opened in October, 2005. My husband's employment has temporarily located us to this location and the Residence Inn has truly been our "home" since October, 2005. There are corporate apartments nearby but we would not change anything about our living situation. The Residence Inn staff has made us part of their family during our stay. Just wanted to tell you this to say "thank you" for providing us with a home away from home. Actually we have learned that we may move on to the next assignment in Omaha, NE in the near future and the first thing we did was check to make certain that a Residence Inn was in the Omaha area - which fortunately it was!! Thanks again for the support your company has given us - living on the road is not an easy task but with our attitude that it is a "big adventure" and the help of the Marriott staff we enjoy ourselves even though our lifestyle is considered "non-conventional". It is a great way to see all regions of our country. Then when we need a vacation we just go to one of the Marriott resorts (Boston's Customs House last year and Newport Coast Villas this past fall) and have a great time there as well. Also thanks for the "No Smoking" policy - nothing is worse than walking into a nice room and smell stale cigarette smoke residue.

Posted By: Kevin Dixie (1/21/2007)
Comment: Great first post. I read over 450 blogs every two weeks. Yours would fit in nicely on my site and i'd also personally like to interview on my blog radio show, talking purely about your blog. KevinD fuelmyblog.com

Posted By: MJS (1/21/2007)
Comment: As an on-going Platinum Elite member with Marriott, I have stayed at least 75 nights per year in your hotels. That's over with now. Since Marriott instituted their non smoking ban, I've moved on to the Hilton chain. They recognize the importance of my business and welcome me as a valued guest. Since most cities I visit have a Hilton, usually very near to a Marriott, I'm not inconvenienced at all. Hilton properties are just as nice as a Marriott and their rewards program is equally as good. So, my dollars and my stays will no be at a Marriott. To all you smokers who were 'snuffed out' by Bill, try Hiltons. They'll welcome you with open arms and an ash tray.

Posted By: Petafoo.com (1/20/2007)
Comment: Welcome to the blogosphere, and who said you can't teach an old dog new tricks. --------------------------------------------- http://www.petafoo.com - We Love Animals

Posted By: Brian Humphrey (1/20/2007)
Comment: Mr. Marriott, Welcome to the blogosphere. Congratulations on your 50th anniversary. Please know that your business acumen and spirit of hospitality is not only welcoming to travelers, but also an inspiration to many of us in service industry who aspire to maintain the consistent levels of service to which you have lent your name. Best wishes to you and those in your employ for success in the years to come. With Respect and Admiration, Brian Humphrey Firefighter/Specialist Public Service Officer Los Angeles Fire Department

Posted By: NCF (1/20/2007)
Comment: Mr. Marriott, I have always enjoyed staying at Marriott. Now that Marriott has a no smoking policy, I will no longer stay at Marriott. Surely, a few rooms at each property can be set aside for smokers. I realize that smoking is not politically correct today, but it is legal. I am requesting that you re-visit the non smoking policy. Thank you.

Response: On Bill Marriott's behalf, I wanted you to know that there is a response below to Jim Landvick's question about smoking.

Posted By: Limulus (1/20/2007)
Comment: Just concluded writing you a response blog and had another suggestion... I travel mostly internationally. The Marriotts I stay at are generally the highest brand properties. I am a gold member, but I bet my 50+ nights generates many more revenue dollars for Marriott than many of the domestic Platinum members who stay at Courtyards or Fairfield Inns. Maybe the award level could be tied to dollar revenue too. The airlines have started to do this in their programs. Thanks again.

Posted By: Limulus (1/20/2007)
Comment: I have just returned from Thailand and Singapore, of course I stayed at the Marriotts there. One suggestion, how about installing iPod docking alarm clocks in your guest rooms? That would be great (and your behind your competition on this one). Thanks!

Posted By: patty (1/20/2007)
Comment: i saw ur interview with neil cavuto and i was sooooo impressed ....i am not a teckkie either but i will say i never usually stay at hotels so when i spentr a nite just recently i was completely bummed out not by the sevice or general accomodations - i felt safe- but THE FEATHERS!!!! i am allergic and was so happy to leave-oh my- but everything else was good -thanks 4 having this forum... i will be traveling again in the next couple months and i will check with ur hotel b4 i leave.... GOD BLESS YOU- KEEP UP THE GOOD WORK---

Posted By: Theresa Nolan (1/20/2007)
Comment: As a Marriott customer with several million points I would like to thank you for granting me the Lifetime Platinum status. Though my travel has decreased slightly over the passed few years my loyalty to Marriott is unwavering. The only time I don't stay at a Marriott property when I travel is when there isn't one or the choice is out of my hands. It may interest you to know that my husband also has a lot of miles with Marriott. I value the service and clean rooms. Being able to go to the concierge lounge allows me to feel as though I have friends at every hotel. I heard your comments on the Neil Cavuto show regarding someone who thinks you have too many feathers in your rooms. I love the fluffy comforters and the soft beds. For the first time in years the beds are warm enough for me. I love having all the pillows too. Please don't remove the cushy options. Also the idea that the comforter covers and all the bedding is cleaned every day is a real plus. I don't like the idea of sleeping under bed spreads that have been used by someone else. Thank you again for the attention to detail and the excellent service.

Posted By: Jim Landvick (1/20/2007)
Comment: How come there isn't a response to the smoking questions , must not value our business.

Response: As a member of Bill Marriott's team, I am responding to you. We made the decision to eliminate smoking at our hotels in the U.S. and Canada based on many factors. The number of guests requesting smoking rooms had been dropping quickly. We even heard from many smokers who would not stay in smoking rooms because of the odor. Meanwhile, guest complaints about smelling smoke, particularly in non-smoking guests rooms where there had been a violation were an issue. We weighed these factors, as well as the higher costs of maintaining smoking rooms and the growing societal trend toward a smoke-free environment in making our decision. We knew that some people might choose to stay elsewhere, but we also knew that many others would choose our hotels because they were smoke-free. We do permit smoking in designated areas outside our hotels.

Posted By: Jim Engwall (1/20/2007)
Comment: Dear Bill: You are both courageous and on the cutting edge to enter into the world of blogs. Congratulations from another Marriott Lifetime Platinum. I saw the comments of Mr. Evans regarding maintenance fees at Kauai Beach Club, where I also am an owner. We need to keep this in perspective: Of course, the outrageous winter weather on Kauai over the past few years created several water disasters for the entire island including the Kauai Marriott. This sadly included the deaths of a number of islanders who were swept away in fast-moving flood waters on the north side of the island. Eight of my family were guests at the Kauai Marriott during March 2006 week of monsoon rains. I was there, so here are my observations: 1. GM **** ********* and his team worked wonders in helping many folks deal with the flooding --- not only helping all guests but also Marriott associates with affected families and many folks elsewhere on the island. Way to go, Bill! 2. We all understand that the proposed permanent solution to the seasonal flooding problem means a huge new culvert system and considerable expense to not only the Kauai Marriott Hotel, but also to Kauai Beach Club owners. However, we all must share in order to solve this problem even though none of us likes the expense. Thanks to (**** ********* team for their leadership in resolving this long-term problem! In the immediate wake of the storm last March and the ensuing flooding of part of the Kauai Marriott Hotel, swimming pool and parking lot, **** ********* team was on the job 24/7 doing an effective job of cleanup and restoration. More importantly, Bill was visible and accessable, talking with many guests about their needs. The best part was that no one at the Marriott was injured and all guests were well cared for. Talk about the spirit to serve! Jim E. Lifetime Platinum

Posted By: TAK (1/19/2007)
Comment: I was surprised to find out this week that Marriott has no "status match" program. I called this week because I was looking to leave the Hilton chain as a Diamond tier and was shocked when the CSR manager told me "no way". She told me to make as many stays as possible and then call back and Marriott would evaluate my status. Guess you know I didn't take her up on the offer and I'll continue to stay at Hilton because of the perks. It's a shame that Marriott doesn't take advantage of customers like me who are disenchanted with a competitive chain and would like my business. I do like the fact that you are taking the time to listen to customers. Great Job!

Posted By: DBM (1/19/2007)
Comment: I love Marriott hotels, have more than a million reward points and own 8 of your timeshares...and a good shareholder too. But I love my pooch too and it breaks my heart to leave her behind when I go away. Because Marriott is against pets except for Residence Inns where they charge an extra $75 or so for pets, I have been forced to start using Starwood hotels because of their liberal policy towards pets. They never charge extra and even provide a Heavenly Dog Bed for my pal. Hate to say it, but I've spent almost $20,000 in SPG hotels to travel with my dog. Are you considering a change in policy towards pets? It seems every boutique hotel in America now accepts pets, but it appears your company won't budge on your rigid pet policy. Thanks for this chance to let you know directly that you may be losing revenue to your primary competitor over this, and would like to hear what you have to say about it. I'll love Marriott hotels either way, but I'd prefer to give you all my hotel money and not just a portion of it.

Posted By: zaffiehalter (1/19/2007)
Comment: Mr. Marriott I think that it is fantastic that you have embraced technology and are blogging. I am retired from banking and also started learning the internet in baby steps with the advantage that my son started when he was seven so he guided me and I am a pro now 6 yrs later. My son is a singer and he uses the internet fully thru my space as a medium to promote his music and get closer with his fans . People do appreciate it and it makes it warm and fuzzy even thou is ciber communication. Last month I looked for a room for the best price by Miami airport and ended in a Suites by Marriott, I was totally impressed at the price and what blew me away was that they have internet service 24/7 free of charge. I do resent when you go to a hotel and they have a charge for internet service. anyways I can go on and on but I think it is fabulous that you are attempting to learn the ciber business and I commend you for it sincerely Zaffie

Posted By: Gregory Sieber (1/19/2007)
Comment: Mr. Marriott, I am a Quality consultant and business owner with decades of training, studies, and experience in business performance and management. I have long been a Marriott patron and fan. I often refer my clients to Marriott practices as examples of ways they can better manage their businesses. This blog is yet another example of Marriott's leadership as one of the world's best run corporations, an example many of our corporate leaders need to use and learn from. Thanks for making me look good when I use Marriott as an example of how to do things right. Wishing you continued success personal happiness.

Posted By: Bob Glaze (1/19/2007)
Comment: I understand that your hotels have gone non-smoking, I know that this will not make a difference, however, I and my Wife are both smokers and we travel some I am an instructor and while I am doing my thing, my wife is stuck in her room and will not be able to have a puff. Going outside when you are trying to relax and watch some TV, is not what a customer wants to do. Some places still respect others as smokers. Thanks for reading this just had to get this off my mind. Will not be staying in your hotels anymore for this reason. You probably will not post this but I have voiced my opinion some will not say anything.

Posted By: Bill Muir (1/19/2007)
Comment: Mr Marriott, I too am 74 years old. What we NEED is inspirations for seniors like you so that we don't give up! I haven't. I have a product that will get rid of all dust mites in mattress' as well as cigarrett smell from carpets and never ever stain a sheet or spa robe! If you can blog at your age, I can hope that Marriott will try my product that I bottle and label myself at MY age! Good luck and thanks again for the inspiration!

Posted By: George Sutton (1/19/2007)
Comment: Your recent comment on Nei Cavuto's show concerning giving illegal immigrants a chance at legalization in America is akin to advocating crime. In the future I will be boycotting your business and I encourage all Americans to do the same.

Posted By: Robert (1/19/2007)
Comment: Thank you for reaching out to your customers Mr. Marriott. I work as a catastrophe insurance adjuster. I spend upwards of 200 days per year in your hotels. I can tell you that without exception I have always been pleased with the service I have received by your staff. Myself and my co-workers have the option to stay wherever we would like. We always choose a Marriott brand. Keep up the good work!

Posted By: Bev Compton (1/19/2007)
Comment: Seeing you on FOX channel this evening reminded me to take the time to tell you about an excellent Marriott experience. In early December, my husband suffered a mild heart attack at Hilton Head Island while we were staying at the Barony. Chris, the manager, and Maribeth became great advocates for us in extending our Barony stay and then left a hospitality basket for me to enjoy as I came back from the hospital late one night wondering what our future held. We shall never forget them and their light shines favorably on your company. P.S. A 90% blockage was reduced to 0% through a well placed stent and my husband's feeling great.

Posted By: David Link (1/19/2007)
Comment: Mr. Marriott - I applaud your decision to share information and insights in a digital forum. As a long time, loyal Marriott guest, I value this additional communication tool to enhance the customer experience. It will also serve as an important tool to engage associates and continue to drive a higher level of associate engagement to people like me who rely on them to provide comfort and convenience as part of my road life. This can be a critical tool to link associates to executive thinking and I think as with many Marriott initiatives, you'll again create industry leadership. I'd like to take an early opportunity to share some observations on some key talent in your organization. Over the past year, I've had occasion to visit the Cleveland Key Center location and have been overwhelmed by the level of superior committment associates have to guests. The new Marriott room is also top notch and the two together are a compelling reason to visit Cleveland. This week I stumbled upon the Columbus, OH Renaissance property. Again, here the level of associate engagement to customer service was off the charts. The new Renaissance direction on rooms, restaurant, club, etc. is outstanding - I look forward to seeing more of this in other properties. Of all of the Marriott properties I've visited around the world in 20 years, the highest level of associate engagement to customers (by far) were in Ohio - Cleveland Key Center and Columbus Renaissance. I hope you'll recognize these properties and encourage your leaders around the world to visit and learn from these secluded successes of superior talent management. Best of luck in your blog venture - both externally with customers and internally to drive higher level of talent management for the organization. (Oh yea, another vote for free wifi worldwide).

Posted By: David (Atlanta) (1/19/2007)
Comment: Bill: Great concept. Like many others I stay at Mariott's as often as possible - which unfortunately according to my wife is too often. If there is an opportunity, perhaps you would consider adding another blog category/theme to discuss other Marriott issues. These can include "Great Customer Service Stories", "Areas to Improve", etc. I love the Marriott story and look forward to providing input to your blog when appropriate. Thanks and continued success!

Posted By: Sean Kelly (1/19/2007)
Comment: Welcome to the world of blogging. We look forward to reading and linking to news and information related to your franchisees, your franchise opportunities, or your franchise program. franbest.com

Posted By: Joan Eisenstodt (1/19/2007)
Comment: Curious .. your first blog was posted on 1/16 - and since late on 1/18 there have been no posts. It is disappointing. Those of us in the meetings industry had hoped this would be an active blog, designed to discuss, with you and thus w/ your company, issues that impact meetings in Marriott hotels. We hoped you would add to it at least every other day - even short paragraphs about your own experiences at or visions of meetings and that the responses would be 'meatier.' We all know your job is a tough one and your time is valuable. Looking for more than we have so far. What do you think? Thanks.

Response: As a member of Mr Marriott's team, he asked me to respond. He will try to post as often as possible but traveling to more than 250 hotels each year while running a global lodging company takes a lot of time. We hope you saw the latest post on the 50th anniversary of the company's first hotel.

Posted By: Ole Ravn (1/19/2007)
Comment: Dear Mr. Marriott, as a former Marriott employee, I have a deep respect for you and the company. I know the impact that you personally have on the company and the spirit to serve. Since leaving Marriott, I really miss the "Marriott spirit" and thus I am looking forward to read the blog, and hope to "get back in the loop" that way. Just for info; I had to leave Marriott due to relocation (no Marriott brand in Greenland), but I keep in touch and will be back one day. I wish you, your family and the company a prosperous 2007.

Posted By: Ivan (1/19/2007)
Comment: I am enjoying good blog Mr. Marriott. Good comments from others. Stacy who complains about Marriott's charging for internet is off base. She is probably one who checks into a room, activates her home Slingbox, begins to stream audio and downloads 100MB of email all while crippling the hotel bandwidth for all others. I am OK with paying for internet if it means I get good fast connection. I know she not get free internet at home, why should she in hotel? Sometime I not travel with laptop and use hotel PC. I'm OK withpaying for that too if good system. Good one at Chicago Downtown Marriott. Good day.

Posted By: Verena Mumford, Checkomat, Switzerland (1/19/2007)
Comment: Dear Mr. Marriott, i am very pleased to see that Marriott is on the move. my company enhances this perspective and could be very beneficial to the forward moving idea. if you are interested in what i could offer your company, please contact me by email. i know this is an unusual way of contacting you, and i do not want in any way to infringe on the blog-rules, so i won't do a sales pitch here. i would just like to say i could help being ahead ! respectfully yours, verena mumford from zurich, switzerland

Posted By: mc pvc (1/19/2007)
Comment: I'm looking forward to readingen the funny anecdotes and I'll even look up what astro turf is. Take care.

Posted By: mike malarkey (1/19/2007)
Comment: Bill - nice work by writing the blog. I am a worldwide platinum frequent guest usually at the JW brand and have 2 requests: 1. I use my Marriott Reward point once a year to "pay" for a week at one of your resorts. How about treating the Platinum guests like they walk on water and upgrading them immediatly, no questions asked to the best rooms? Starwood always does this. 2. Remove all the restrictions from your promotions (Offers not good at Resort locations; Offers not good in NYC etc). All of us Platinum guests on this blog spend north of 50K a year with you. Dont cheap out on us like this. How about calling some of us Platinum members once a quarter? Bob Crandall at American Airlines would call me every year on how they were doing. Keep up the good work.

Response: Bill Marriott wanted you to know that your email has been forwarded to Marriott Rewards and we appreciate your suggestions.

Posted By: media-mirror (1/19/2007)
Comment: Hello Mr. Marriott, I am a blogger from Germany and found your new blog by accident. I like a lot the way you are expressing your thoughts and have some questions: I'd like to now, how much time your spending with your blog a day. Is there someone who is publishing your thoughts and ideas in your name or are you doing the typing by yourself? Apart from that i could see that there are people answering questions in your name: How many people are working on this blog project to manage the incoming traffic. If there are any misspellings I truly apologize. As I told before, I come from Germany.

Response: Bill Marriott asked me to respond. As he wrote, Mr. Marriott "isn't very good with computers." So he's assembled a team that records his posts and then transcribes them.

Posted By: Katrin Wewel (1/19/2007)
Comment: I think it's really cool that you launched you own blog although you are not that young any more (my grandfather has never visited a website yet). I hope you enjoy blogging and won't let your communicatons team write the articles. Welcome to web 2.0!

Posted By: Eduardo Blanco (1/19/2007)
Comment: Congratulations from Spain, it ´s never too late!

Posted By: Paul (1/19/2007)
Comment: Welcome to the world of blogging! I've been blogging about Marriott and other players in the luxury hotel industry for over a year now (at http://www.aluxurytravelblog.com ), and have been enjoying every minute of it. I've had great messages of support and I'm sure you'll receive the same. Good luck with the new venture! Paul

Posted By: Miku Araman (1/19/2007)
Comment: Congratulations on entering the world of blogs. I stay at Marriott's very often and I am looking forward to seeing what you have to say.

Posted By: John Deblanc (1/19/2007)
Comment: Dear Sir, allows me to be straightforward, because you are Mr Bill Marriott that you get on the "stage" through your blog and so many good comment "compliments" ! - let's no be a dreamer! - If you was just Mr So & SO , nobody care ! - However welcome to the Blog family!

Posted By: Jack Johnson (1/19/2007)
Comment: Sir... Thank you for opening the communications channel. I'm a Marriott fan as well as a Marriott (platinum) customer. Its great to have you here sharing your thoughts and taking the time to listen firsthand to your customers. (Written from the Irvine Marriott...a fine example of the Marriott "Spirit to Serve")

Posted By: Shamsher Singh Mann (1/19/2007)
Comment: Dear Mr. Marriott, It's a pleasure to hear directly from a hotelier as great as you. I think your idea of starting a blog to put across your views and opinions would be a brilliant forum for all of us to participate and learn from. Happy writing,

Posted By: Mu Evans (1/18/2007)
Comment: Mr. Marriott, I think you've got the best hotel brand in the business! It's great that you are now blogging so you can keep in touch with your customers the way you keep in touch with your employees. I like your product so well I also became a Marriott timeshare owner at one of your loveliest properties--the Kauai beach resort. I'm so thrilled to be an owner there. But, Mr. Marriott, help! The maintenance fees DOUBLED last year because of 3 different assessments levied against us. Are you aware of what's happening with this? I would hate to lose this one luxury in my life because I can't afford these fees. Isn't there anything you can do to alleviate this? I value the wisdom you've accumulated over the years, and I'd love to hear from you regarding this problem. Thanks!

Posted By: russ stalters (1/18/2007)
Comment: Mr. Marriott, I am very glad to see you join in the conversation that is going on in the blogosphere. One of the promises of this new medium is to improve transparency. I think you will quickly conclude that Marriott the corporation will benefit from this blog. I am lucky to have a unique perspective of the company through the eyes of my son Brian Stalters who is an Assistant Culinary Manager at the JW in Orlando Grande Lakes. He is greatful for the opportunity to join the Marriot team and benefited from outstanding mentoring from your management team there. I look forward to visiting him at the property soon and catching up. We always have a wonderful stay each time we stay. Thanks for joining the other CEOs and business leaders who are embracing this fantastic communication medium.

Posted By: China Law Blog (1/18/2007)
Comment: Good for you! When I first read that you were blogging, I came over here expecting to see a typical corporate "blog," which means no comments for fear someone might say something that may actually require thought or a response. I am quite impressed with the simple fact that this is indeed a real blog. Again, good for you, and a warm welcome to the blogosphere.

Posted By: David Ira (1/18/2007)
Comment: I appreciate the upgrades, but do not understand why some new Courtyards look like the old ones - a mystery. Also, will Marriot move some properties towards the W style? I like the free internet access in Courtyard and RI a lot. I would like to see more of the full service Marriotts have their concierge open, perhaps unhosted, on weekends. Thank you!

Posted By: Jonathan Hernandez (1/18/2007)
Comment: Bravo, Mr. Marriott. Not many experienced Executives are willing to give the blogosphere a chance. I like your style! PS. And thanks for the Rewards program that will be putting my wife and I up in Napa Valley this summer. Cheers!

Posted By: Ginny Boucher (1/18/2007)
Comment: I fondly remember eating at the Hot Shoppe in Alexandria Virginia. How about bringing them back in your hotels. Many bloggers are requesting a Mighty Mo!

Posted By: Garry Garcia (1/18/2007)
Comment: Mr. Bill Marriott, I am happy to see your thoughts on the web. As a Hotelier I know I will learn alot of things from a man like you both on a professional and personal level. More Power

Posted By: Sam Cipolla (1/18/2007)
Comment: Mr. Marriott - enjoyed your blog, I haven't really read that many but I believe it should work out for you in your industry. I do hope it doesn't become a gripe kind of a thing (unless you want that)

Posted By: Stacey (1/18/2007)
Comment: I too travel alot, and love the idea of this blog. Of course, for me to read this blog at one of his hotels, it will cost me an extra $14 a day for a cable connection (not even wireless -- what's up with that???).......

Posted By: Joan Eisenstodt (1/18/2007)
Comment: Mr. Marriott - Good for you for entering into the world of blogging. As you write and contemplate what to write, I hope you will address those of us who are both leisure customers and more, meeting customers. I am hopeful that through some interaction here, your company can lead the way in training sales and service (CSMs, RedCoats, set up staff and others) about good adult learning techniques, room sets, space needs, and more. On the Listserv I moderate for the meetings industry - which has been around since 1999 - I will mention this blog if you promise to address some meetings issues. Thanks for doing this. It should give you ANOTHER entry into the CIC Hall of Leaders!

Posted By: Mark Graban (1/18/2007)
Comment: Welcome to the blog world! I hope you'll keep the blog personal and not turn it into just another PR/marketing mouthpiece. Be authentic and the blog readers will appreciate it. The Marriott Key Center in Cleveland had incredible rooms, the flat TV was outstanding. When will you get real HD signals to go with the nice HD capable TVs?

Response: As a member of Bill Marriott's team, we wanted you to know we are rolling out HDTV at many hotels this year with it expanded channel selection.

Posted By: Chris (1/18/2007)
Comment: Sir, I think what you are doing, and more importantly how you are going about this is highly commendable. When other CEO's and companies are finding it hard to find a social media based 'voice' you are taking the first steps to becoming an expert (use of computers isn't required - it's what you say not physically how you say it). I have satyed in many of your hotels and I have a question that you may want to ponder? How do you get feedback from your guests with regard to the negative details they find in a room? What I mean is this: I have a 'line' that I use to determine whether I complain or at least inform a hotel management of a problem - i find a hair in my basin; I'll probably let it slide - I find a hair in my fresh bed - I'm thinking I should say something - but I won't - you get the idea..... anyway there must be a point where guests don't complain but still take away a feeling of dissatisfaction - do you have any clever ways to get guests to feel less guilty about complaining about the little things and then probably increase referrals and repeat bookings?

Response: Bill Marriot asked the editor to reposnd that among other things, we email random guests after their stays and ask them to complete a comment form It goes into a database that hotels access often and we use to benchmark guest satisfaction. We also encourage guests to let our associates know about problems during their stays because we want to resolve them.

Posted By: Erik Metz (1/18/2007)
Comment: Bill, Glad that I can "talk" directly to you. Since the last 7 years or so I am a silver member and loved staying at Marriot's all over the world - mainly in the USA. Since September I switched to your competition (Priority Club) and am a Gold member already. WHY I LEFT? I am a smoker. Let me know when you are no longer discriminating us smokers and I will concider to return to you. PS my management is pleased by this move since the competition is more price worthy to. Regards, Erik (living in Berlin, Germany)

Posted By: Cliff Abbasi (1/18/2007)
Comment: Thanks for the blog. My one request is for better TVs/channels. Is Marriott going to move towards HDTV? And, of course, the channel lineup is pretty sad. I'm in a Marriott hotel M-F weekly for months at a time. Sometimes the only thing to do is watch TV after a long day at work. Thanks for your associates' good service.

Response: Bill Marriott asked the editor to respond that yes we are introducing HDTV.

Posted By: Richard H. Saletan (1/18/2007)
Comment: Three Cheers for a CEO who is willing to join the million bloggers in the world! And, one who apparently will actually listen to his customers. As a Platinum Marriott member, I salute you. Here is one constructive comment... Stop giving water and cookies to your platinum members at every visit. Do other things and offer "unexpected" surprises. The water and cookies is getting "stale." Keep up the good work!

Posted By: John M. Forte (1/18/2007)
Comment: My Dear Mr. Marriott: It has been a great pleasure to be a Marriott member since 1990. I have stayed in over 275 different Marriotts in the world. Each location has its unique qualities. I have built strong ties with Marriott associates who I now consider friends. Both of my children who grew up in Marriotts while joining me on trips, have now married and spent honeymoons at Marriotts and now stay in Marriott's on business. I will enjoy reading your Blog and wish you and associates continued success.

Posted By: Tech Bee (1/18/2007)
Comment: Hello, I am french, not in the tourism trade, but I think this is a very good move if...if you really do take into account customers suggestions (or complaints). Problem is, if you do that,you'll be swamped, and you'll have to nominate very soon a VC of blogging. And we will be back to square, automated mails and "press number five" routine...Oh well

Posted By: Gerald Dijk (1/18/2007)
Comment: Mr. Marriot as many said before; WELCOME to the world of blogging. Having worked for marriot keeps my interestup for the industry especially news about marriot. Hope the succes of marriot will continue for many years. Ps. Whats the basic of today ;)

Posted By: Jovie (1/18/2007)
Comment: Mr. Marriott - I look forward to you reading your blog. I enjoy staying at Marriott Hotels and am very thankful that they are now smoke-free. Thank you. Also, I am a MVCI owner, how often do you visit your vacation clubs and where are you looking to expand to? Blessings to you.

Posted By: Ted Smith (1/17/2007)
Comment: Mr. Marriott, I'm a loyal customer. I spent well over 250 nights as a guest in several of your hotels last year. Heck, I've even read the Book of Mormon twice in the last 12 months. And in fact, I'm posting this from a Courtyard. While I'm very comfortable, I would be a little more comfortable posting this from my bed. Now that you've made the leap into the 21st century, it would great if all your hotels took the next step also. Standard Wi-Fi would be a great addition to the Marriott brand. Thank you for reaching out. I look forward to getting additional insight into my home away from home in this blog.

Response: As a member of Bill Marriott's team, we wanted you to know that we agree and have been adding in-room Wifi and right now 1,000 hotels offer it.

Posted By: Ed Illig (1/17/2007)
Comment: 49 comments already. Impressive. I could not, however, let that stand Mr. Marriott. Make it 50. I was so impressed with your decision to venture into the social media realm I published an article of my own about your doing so. I trust you'll find it cathartic, connecting and rewarding both personally and professionally. Continued success in your endeavors.

Posted By: Suzanne Jordan (1/17/2007)
Comment: Dear Bill: As an attendee at the Bethesda North Conference Center last fall I heard you speak to the differences in sentiment toward America and Americans among foreign citizens with firsthand impressions and without, and consequences for your industry absent vigorous diplomacy. It occurred to me the unique voice of Marriott in relaying that message-- last year I stayed in your beautifully renewed Jakarta hotel. I hope you will use this forum to revise and extend your remarks for new ears. Suzanne Jordan

Posted By: B Flannery (1/17/2007)
Comment: Question: Does Marriott have some type of a services discount (Meals, other than rooms, etc.) program for people that live locally around or near a local Marriott Hotel? I live across the street from the Crystal Gateway Marriott here in Pentagon City and have to cut through the lobby twice a day to get to work and home. I some times am so tired after work that I prefer to stop and eat at the hotel rather than making a mess in the kitchen. I think it is very cool that a guy of your stature is bloging, now if I can just get my Mom to turn on one of the computers I have given her.

Posted By: Paul Ding (1/17/2007)
Comment: Someone who "isn't very good with computers", someone who is very busy, someone who probably isn't a touch-typist, doesn't have the time to write a carefully-crafted blog entry of 755 words every time. John Grisham and Tom Clancey don't average 800 words a day, and they have expert editors at the publishing company. There's a tendency to have someone else write your blog. Are there any successful blogs like that? I can't think of any. I'd hate to see you fall into that trap. Post infrequently, post short items that contain sentence fragments and poorly chosen words, and post nonsense at times, and people will forgive that, or even embrace that. But don't let your public relations people write your blog under <i>your</i> name. That, they won't forgive.

Posted By: David Schaffner (1/17/2007)
Comment: Overall Marriott properties have not disappointed me. And may I add another Hurrah! for going smoke free. But as another blogger mentioned-it ticks me off when I have to pay for internet at the upscale Marriott hotels in Anaheim, Washington, D.C., and so on, where either myself or my employer is paying top dollar, but yet at Fairfield and other properties it is free. Explain?!! I was impressed that the Central Point, Oregon Fairfield was undergoing a redo after less than 5 years open. At the same time you cannot be too vigilant in monitoring your franchicees that they are keeping up 100% to your standards. And, work harder on soundproofing in your new builds, particularly to protect from hiway noise. For the most part I am comfortable with noise insulation from adjoining rooms. I really appreciate the variety of properties and being able to access them while on the road via the internet.

Posted By: Gene Scalf (1/17/2007)
Comment: I had 255 nights logged with Marriott in 2006 so I obviously spend alot of time on the road. I offer a suggestion of parterning with one of the telecom giants to be able to offer road warriors such as myself a virtual office; Voicemail and fax that follows you with your stays. Maybe include unlimited local calls. This would make my life easier for sure.

Posted By: Moinul Ahmed (1/17/2007)
Comment: Dear Marriott, Welcome to the blogosphere! Marriott is the number one Brand. Please expand Marriott Hotel Business to Bangladesh.

Posted By: Alex Halavais (1/17/2007)
Comment: Welcome to the "blogosphere." It's great to see you blogging. I try to tell businesses about blogging as a way to have a conversation with customers, and I hope you will continue to do that here. I have to say--having recently returned from a stay at the Aruba Marriott, and the Brisbane Marriott before that, Marriott seems to understand the importance of having every employee, always putting customer communication first. Other hotels may be more attractive at times (sorry!), but I keep staying at Marriotts because employees are so clearly dedicated to customer service. The Brisbane Marriott in particular, by the way, went well beyond any of my expectations. So, kudos.

Posted By: Mark (1/17/2007)
Comment: One thing that stood out for me on the blogs and that was the amount of stays that members had racked up. DON BINDER blew me away with 222 stays over the course of one year. Can anyone beat that ??

Posted By: Peter Cooper (1/17/2007)
Comment: Congratulations on this first step! It's nice to see a little openness. I must confess I tend to stay at a certain competitor beginning with "H"'s hotels, but only because their name is pushed in my face more often. Perhaps now I will be encouraged to check out Marriott next time I am looking for somewhere to stay!

Posted By: C.C. Chapman - Managing the Gray Marketing Podcast (1/17/2007)
Comment: Welcome to the blogosphere. I hope you truly invest your time and thoughts into the blog. Keep the PR people away and let your honest thoughts and reactions come forth. Engage in conversations with your readers and embrace the blogosphere as a whole. I'll be reading.

Posted By: Kris (1/17/2007)
Comment: I'm a student at a college in Wisconsin. If only professors and administrators could grasp the concept you've full embraced so gracefully! Best of luck. And as Thomas Friedman says, "Those who adapt to the new channels of technology will be victorious."

Posted By: Laura Blades (1/17/2007)
Comment: Hi, Mr. Marriott! Way cool blog! Next you'll be on YouTube and there will be no stopping you!

Posted By: Steven G. Kahn (1/17/2007)
Comment: Thank you sir for starting this blog. I work as a technology management consultant so this subject and forum is of great interest. In addition, I have been a Marriot Platinum member for several years, with roughly 80 to over one hundred nights per year in your hotels. I have enjoyed your company's hospitality all over the US and in places like St Kitts, Paris and London. Keep up the great work and continue to push the company to improve. I also want to take this opportunity to applaude your decision to go smoke-free. Another example of leadership in the industry.

Posted By: William D. Snyder (1/17/2007)
Comment: Thank you for taking time to relate with your customers. We have a family run business of 87 years, so we know how to appreciate loyalty. This is the reason I am a MR Platinum member. I would like to know if the rewards program will ever extend to the starwood chain, specifically the W hotels or did I misunderstand that Marriott had purchased this chain? Keep up the good work. Sincerely, William D Snyder

Response: Starwood is a competitor and not part of Marriott International.

Posted By: Eric O'Laughlen (1/17/2007)
Comment: Welcome to the blogosphere! I'll definitely be looking forward to your rendition of how that 1927 root beer stand turned into the global business it is today :)!

Posted By: Claude Benard (1/17/2007)
Comment: Welcome to the blogosphère. I wish you great dialogue with customers and people. Please, don't forget, you talk to the World. As a example, I am a reader from France (Marseille)

Posted By: Ken (1/17/2007)
Comment: Mr. Marriott - I'm looking forward to reading your blog. I'm a heavy traveler and have noticed one major flaw with virtually every Marriott hotel I've stayed at - the firm does not do a good job preparing rooms as requested prior to check in. I'm severely allergic to feathers/down - which unfortunately for me seem to now be standard in every Marriott room. If Marriott could do a credible job removing the allergic pillows and blankets prior to my check in - I would never seek another hotel chain. Look into "Wyndham by request". The over/under for how many calls to the the front desk/housekeeping after check in to get appropriate blankets and pillows changed is about 2.5 times. That's way too much hassle for a frequent business traveler who often arrives at the hotel late at night.

Posted By: Fred E Flyer (1/17/2007)
Comment: Bill- Welcome! As a company that books a good number of clients into your properties, I can say that this is a welcome addition. I only hope that it rings true and that Marriott does indeed LISTEN as well as speak! Outstanding idea!

Posted By: Raul Calvoz, Group Director - Hotel Product Management & Operations (1/17/2007)
Comment: Bill: Agree 100% with your "management by walking around" concept. Looking forward to future posts, and would love to hear what ´s on "Recently Played" on your iPod. Raul Calvoz

Posted By: Don Binder (1/17/2007)
Comment: Mr. Marriott: I appreciate your involvement in the blog. As a Platnum Premier (222 nights last year) my preference for Marriott properties is obvious. I have a suggestion for you, rather than having staff read it, why not take a look at the Marriott pages on "flyertalk.com" I believe you will see a great many excellent comments about Marriott in general and those relevant to specific properties. One issue that seems constant is inconsistent service at the same property day to day. Anyway, I for one look forward to your continuing to provide we, your customers, comments from the TOP.

Response: Bill Marriott asked me to let you know that we are well aware of flyertalk, read it and take the comments expressed seriously.

Posted By: B Bennett (1/17/2007)
Comment: Between my travels with my company and my travel on vacations, in the last three years we have visited about 20 different Marriott properties throughout the country from Michigan to Texas to California to Hawaii. Without exception the staff was always courteous and professional and on top of everything. How your company pulls it off I don't know, but we love traveling with Marriott. Thank you for a well run company and wonderful destinations.

Posted By: Brian Coffman (1/17/2007)
Comment: Whatever you're doing, keep doing it. I own a lot of Marriott stock, and it's doing great!! Look forward to your next blog.

Posted By: Linda J (1/17/2007)
Comment: Hello Mr. Marriott, The blog is a marvelous idea. Someone deserves a bonus. I have requested of every timeshare I own with Marriott to include the Soapnet channel to the line up. We requested Foxnews, for several years and got it. Please include the Soap channel to the list. I heard that even Rosy Grier and Elizabeth Taylor watch soaps. Soaps can't all be bad. Having the Soap channel allows me to watch the shows in the evening when everyone else has retired for the night. It is my down-time to regenerate. Thanks for the chance to know my request has reached the 'Main Man'. So far, the request has been ignored. Also, it appears that only us older generation have requests for some old favorite flavors to return. Do you remember a soda fountain treat called a "lime ricky"? I used to find it at a local Woolworth's soda fountain in the late '50s, in Long Beach, Ca. Does anyone know what the ingredients are to making this delicious and thirst quenching beverage? The 'soda jerk' refused to let me in on the 'skinny'. Please tell me what is going on with the Desert Springs Marriott Hotel in Palm Desert, California. The original lobby decor was fabulous. But the new refurbishing looks shabby. It is definitely not up to the Marriott standards. Crystal chandeliers have been replaced with what looks like 'paper-mache'. The rich ambiance has disappeared. I was there over New Years three weeks ago and realize the construction is incomplete, but I was disappointed with the new look. I hope you get a chance to see it soon. Maybe you can upgrade the new do. The 'before' look was a real winner. Thanks for the opportunity to communicate directly to the man in charge.

Posted By: Patrick (1/17/2007)
Comment: Sir: I enjoyed reading your blog and am looking forward to updates. Although I don't have the esteemed status of "platinum," I am a member of your rewards program and often stay in your properties. I hope that you have the time to read all the blog entries; I'm sure they might become overwhelming. I wanted to comment on your statement, "That's why I'm passionate about immigration reform and offering people a path to citizenship." I agree with the other writer who suggested that maybe you should mention the country about which you're writing, but more importantly, I am suggesting that you look at the immigration issue with an open mind. The term "immigration reform" is a politically charged term and quite nebulous. What is reform in one group's eyes is a travesty in another group's eyes. Likewise, the term "a path to citizenship" is one that some groups came up with to avoid using words like "legalization" or "amnesty." If you want to see certain changes in immigration laws, that's your right, but I think you should call them changes rather than reform. If you want illegal aliens to be given amnesty or legalization or some way to earn permanent residence (green card), that's also fine, but please say it directly rather than using "a path to citizenship." Some aliens don't want to naturalize and every lawful permanent resident (green card holder) is already on that path. I speak from experience as an immigration officer for over 33 years (now retired). Thank you for blogging!

Posted By: Linda Chaney Parong (1/17/2007)
Comment: My father and his twin brother were both what I consider members of the Marriott Family. They both left North Carolina and started working with your father in 1932 as curb hops. They were just 17 yrs. old at the time grew and learned from the ground up along with the family business. They both retired from the Marriott organization in the early '70's. They had transfered to the Marriott establishments located in Florida on the Sunshine Pkwy. during their later years, after leaving the Washington area. They were always treated and felt like family. It is easily understandable why the organization is touted as one of the best in the business to work for. I remember many stories told from both my dad and uncle. Their children also worked for the "family" during their teen years. I agree some other readers of your blog...the Mighty Moe should come back! I'm 61 and this is my first blog.

Posted By: Aria (1/17/2007)
Comment: I just want to say your hotels are my favorite and I especially love the Residence Inn's. The Residence Inn Tampa Westshore was my favorite of all until one of your employees had to move. If ever I saw professionalism and dedication at it's best, It was shown day in and day out by this employee. She went above and beyond the call of duty not only for me but, others who I saw during my stays to satisfy the guest and that Mr. Marriott is what every Marriott needs. She will be truly missed and I know Stormy has lost a great employee. Keep up the good work Mr. Marriott. Look foward to your stories in blogville.

Posted By: Mark Tourin (1/16/2007)
Comment: Welcome to cyberspace, Mr. Marriott. I still recall the first time I was a guest at a Marriott (Marriott Inn - Marina Del Rey, CA; now a Courtyard). I still have my (battered and bent) Club Marquis luggage tags and in the "junk drawer" of my desk a few of the coupons that were handed in at front desks in order to generate "Honored Guest" points. I've perused "A Spirit To Serve" many times and I'm very aware of what drives the Marriott culture almost as much as I'm accustomed as a guest to be a beneficiary of it. One suggestion though, there are scads of others like me and we "meet" on a very frequent basis to "talk" about "things Marriott. We're part of a greater community, FlyerTalk.com which consists of customers in/participants of just about every supplier of travel and hospitality services, the primary ones of course being hotels and airlines. Each entity is represented by its own unique forum where not only loyalty programs but also other issues of interest to frequent flyers and guests are discussed (sometimes ad nauseum). The Marriott Rewards forum can be reached at URL http://www.flyertalk.com/forum/forumdisplay.php?f=427 You might want to take a look at the issues that are discussed because I'm sure you want to continue doing what your best customers think you're doing right and perhaps address those things that may need attention (or perhaps just require more communication). PS: No registration is required to read the postings so feel free to "lurk" as often as you think it is merited. Again, thanks for taking the time and trouble to establish a new channel of communication.

Response: Bill Marriott wanted you to know that our Marriott Rewards team reads flyertalk regularly.

Posted By: Richard (1/16/2007)
Comment: Thanks for taking the brave step of offering your accessability like this. I welcome the opportunity to tell you personally what a positive esperience it is each and every time I stay in one of your properties. What makes the difference is your people; you have somehow instilled the values in your employees that make them your able corporate representatives. They must all be reading your book, as I did one night in an Indianapolis Courtyard. I hope that this new venue for customer interaction is a positive experience for you. Thanks again for venturing into the blogosphere.

Posted By: Kevin (1/16/2007)
Comment: I have spent more time in your hotels than in my house in the last few years and I have to say that I am very pleased not only with your properties but especially with your people. I have had great experiences no matter what property I have stayed in. I now am looking forward to staying at Marriott hotels all over the world both for business and for pleasure. Thank you.

Posted By: Shashi Bellamkonda (1/16/2007)
Comment: Bill, Congratulations on showing leadership and becoming a blogger. From the comments already posted many of us cannot wait for the Astro-turf story. I love the story of Marriot's growht from Hot Shoppe almost like reading "Kane & Abel" by Jeffery Archer. Look forward to regular posts from you. I have added your blog to my feed reader along with Guy Kawasaki and Seth Godin.

Posted By: Ed Twardy (1/16/2007)
Comment: Good for you and my favorite hotel system. I spend over 100 nights a year in your properties and bring in many scores of other room nights from my colleagues and associates in our company for whom we make accommodation reservations. I appreciate your company, its fine staff (especially at the JW Marriott Camelback Resort)and the innovation you've sustained through the many years I've enjoyed Marriott hospitality. Keep moving...standing still is falling behind. Thanks.

Posted By: Kelley King (1/16/2007)
Comment: The blog is a wonderful idea, sir. Happy to see it. I have always favored the Marriott chain and I have one small suggestion on the HR front. When candidates interview at a property, they should receive a "no thank you" letter if they are not selected for employment. It is unprofessional not to respond to people you've interviewed (I'm speaking of scheduled interviews, not people you speak to casually at job fairs). To the person who asked about pets, people should be aware that your Towne Place chain welcomes them, for a reasonable fee.

Posted By: Robert B. Richter (1/16/2007)
Comment: I immigrated to the United States some 40 years ago and settled in Montgomery County, MD, a couple of miles west of your HQ building. My grandchildren know all about the Marriott success story. They know 7th St NW, the old River Rd HQ location, where the last Hot Shoppes was on E-W Hwy and how wonderful the Marriott hotels are, from Hawaii to Miami Beach. I have told them many times: The sky is the limit! And even beyond.

Posted By: DM (1/16/2007)
Comment: Mr. Marriott, I had the pleasure of working for your family for very nearly ten years. First at Roy Rogers #240 (Rockville, MD), later at the headquarters building at Fernwood Road. I can honestly say that I carry with me today the work ethic and attention to detail that has made the Marriott name synonymous with world-class customer service. The lessons instilled in me are to a large degree thanks to your ideals and leadership by example. Thank you for a great ten years. If one day I find myself again working for Marriott International, I will indeed feel like I'm home.

Posted By: Wilmar (1/16/2007)
Comment: As an ocassional visitor to Marriott hotels I was surprised to read about your blog. I am looking forward to those wonderful stories that I am sure will inspire thousands of us into following your lead, not only in business but in society as well.

Posted By: William H. Woolworth III, Director of Audit, Ferris, Baker Watts, Inc. (1/16/2007)
Comment: During the my 20+ year career I have grown from using Marriott ocassionally to being a continued loyal Platinum Member. At one point when I was an Auit Manager for Citigroup I was staying at Marriotts 90 to 100 nights per year-- Today I remain as loyal to using your company as you have been to "Setting the "Standard" for business travel. Your Company continues to do an excellent job and I applaud the hard work of the many thousands of employees that have made me feel this way. For a number of years (And after reading your book and that of others) I have said that some day I will write a book "My life in a Marriott".

Posted By: Patti (1/16/2007)
Comment: Waiting anxiously for the astro-turf story! I hope you blog often!

Posted By: Ronald Frederick (1/16/2007)
Comment: We stayed at the Key Bridge Marriott on our wedding night in 1970. Over the years we have stayed at many Marriotts and Resorts. We are now Vacation Club Owners on the Island of Kauai. I sent a negative feedback concerning the Marriott Hotel on the Big Island of Hawaii about a year ago with no response. That particular hotel was a bit of a dog and I hope you have since remodeled it. The rooms smelled like smoke, but I know you have now gone smoke free. How about putting in a new vacation club on the Big Island? Other than that particular hotel, our experiences have been fantastic and we are life-long Marriott Customers.

Response: Bill Marriott asked me to let you know that the Hawaii hotel you commented on is currently undergoing renovations.

Posted By: John Bellone (1/16/2007)
Comment: Congratulations Mr. Marriott. You are an inspiration. My parents are emigrants who have lived the American dream. Not quite as successful as your parents but successful just the same. We are in the hospitality business and look up to you. Each time I walk into a Marriott I look at your portrait with your father. I know you must be extremely proud. Best of luck with your new blog.

Posted By: Chris Clarke (1/16/2007)
Comment: Welcome to the Hotelosphere Mr. Marriott! Although your passion for your guests and associates is not surprising, launching this blog re-enforces your commitment to actually creating dialogue with them. That's extremely inspiring!

Posted By: Hiren (1/16/2007)
Comment: I am glad to hear about Marriott being on move and would being the son of an immigrant applaud your passion on immigration reform. Good job and keep up the good work. I too hope to one day to create a powerful company like marriott and if not create it at least work for a company with similar leadership and forward thinking visionaries.

Posted By: Dave Roffman (1/16/2007)
Comment: Great first entry Mr. Marriott. You must have a million stories to tell, and I will forward to reading them. Dave Roffman, The Georgetowner Newspaper

Posted By: james & ethel hawkins (1/16/2007)
Comment: Mr. Marriott . . . Great move for the greatest lodging team in the world!

Posted By: Harold Abbott (1/16/2007)
Comment: My first experiences with Marriott was during the '50s when my wife-to-be and I would go to the Hot Shoppes near the 14th Street Bridge in Washington. We would each order a "teen twist" and an orange freeze. They were delicious and within the budget of a young sailor attached to the Pentagon. After retiring from the Navy and entering civilian industry, I found myself traveling extensively and spending too many nights in hotels. I quickly learned that I had an old friend in the Marriott chain, where I stayed as often as possible. Before my retirement from industry a few years ago, I discovered Residence Inns, which were perfect for extended stays. Now that I have retired, I continue to travel, mostly by car, with my wife and our little poodle. More and more frequently as I turn to Marriott for lodging, I find the poodle make me unwelcome, or welcome at an extra (stiff) fee. I think that is mistake on your part since I and I suspect many other old friends are now looking elsewhere for lodging. As the population ages I believe this will become a larger problem for you. It could also be an opportunity for a company that is as innovative as you have been in the past. Thanks for your ear! Hal Abbott

Posted By: Pat Dane (1/16/2007)
Comment: Bill, I joined the marriott rewards program in december of 1982 at the Key Bridge Marriott. The gold luggage tag that I got for my first 5 stays is framed on my office wall. This past year I spent 168 nights at your properties and received lifetime platinum status back in I believe 1998. Since I joined the program I have earned almost 8 million points and have enjoyed all of the benefits of them including the 42 inch Panosonic Plazma TV in my den. There is no greater hotel chain in the world than the marriott. The Marriott hotel chain is literally part of my family. You and your family have done a GREAT job building a quality company. All the best to you with your new venture into blogging.

Posted By: Matt (1/16/2007)
Comment: It's great that you are willing to open up to customers using a blog. Here's a puzzler: why do Marriott hotels charge guests extra to use the hotel internet service while other Marriott brands like Fairfield do not charge a fee? This weird policy makes me feel stupid. If I'm paying a premium for the kind of service that I expect at a Marriott, then something simple like internet access shouldn't cost an additional fee. Best of luck with your blog.

Posted By: ron (1/16/2007)
Comment: I first became aware of the Marriott name in the early 70's while working for the Riggs bank on Wisconsin Avenue. I was introduced to many Marriott executives by ***** ****** (manager of the Branch). Then as now, Marriott still is a class act.

Posted By: Kat Adams (1/16/2007)
Comment: I just want to tell you that we love to stay at Marriott hotels. They are consistently well above the norm and service is always outstanding. The one time we had problems in Virginia Beach, they were addressed satisfactorily. Keep up the great work!

Posted By: paul vogel (1/16/2007)
Comment: welcome to blogging I have always liked your company, my grandpa likes your food stand in dc in the 1920s I fondly remember the twin bridges marriot.

Posted By: semaj (1/16/2007)
Comment: Sounds good. As a young entrepreneur who loves post-its I find it beautiful that you travel like you do to keep track of business. But, how did a root beer stand become such a successful hotel chain?

Posted By: Ken (1/16/2007)
Comment: Just as the fax machine helped us all keep up with business and became a vital part of lives a few years ago, the next generations increasingly depend on faster more direct forms of communication. Thank you for starting your blog. I look forward to your future entries. Thanks again

Posted By: David Dennison (1/16/2007)
Comment: Mr. Marriott as a business person in the hospitality field I am so appreciative of this blog. What better way to learn from someonw tih such great knowledge in our industry. Stories are such a unique way to learn and I wanted to thank you for doing this.

Posted By: Joseph Robinson (1/16/2007)
Comment: As a Gold level Customer, I'm always curious how the executives of Marriott think. I hope your blog is honest and not full of marketing "spin" and over edited for appropriate content. Marriott is an important "home" for me, filling my life with adventure and security while I travel. Your team provides Consistantly good care while I'm "in-the-world." Good technology access, is just a small part of that experience. Best of luck in this new communications protocol Mr. Marriott, I'm glad to see you do this. I hope it serves you well.

Posted By: Mark (1/16/2007)
Comment: Sounds like a good idea, although on a global stage references to "2008 Presidential campaign" without stating a country can seem a tad patronising.

Posted By: Marlene (1/16/2007)
Comment: Hello Bill, I am a great believer in Marriott! I am a meeting planner and book Marriott hotels all over the country. Your Brand is the FIRST hotel our guys plead and beg us to put them in. I thank you for your standards, your NEW no smoking policy in all hotels, and of course I would not be grateful if I didn't thank you for your points! I have been able to take my family on some wonderful vacations and stayed in some of the most beautiful properties! This is my first time on a Blog also! Thanks so much for making my job so easy. Marlene

Posted By: Joe (1/16/2007)
Comment: Congratultions on your blog, Mr. Marriott. Have you given any consideration to bringing your famous "Mighty Mo" sandwich back to any of your lcal locations?

Posted By: jeane (1/16/2007)
Comment: welcome to the world of blogging =)

Posted By: Bill Maloney (1/16/2007)
Comment: Bill, This is a fantastic idea. You always remain an industry leader due to your ability to change. Keep up the good work. Sincerely, your friends at ASTA.

Posted By: Carol Wold (1/16/2007)
Comment: I am a confirmed Marriott Platinum Customer! I have many good things to say about the multitudes of superior, professional people. However, I am greatly disappointed by the choices of T.V. stations. Take a look! On any given night we have sports, news, commentary, sports, news, sports, news, commentary, sports, local channels. How about HGTV and the Food Network? I see some of your competitors have added more choices - how about the Marriott family of brands?

Posted By: Kristofer (1/16/2007)
Comment: Dear Mr. Marriott, A great blog with a good flow. Going by the synopsis you have presented for future blogs, just cant wait for them to "hit the stands". As you rightly pointed out, this is where the action is going to be. A great tool for all to know you, the organization and its values a little better. I wish you well in your latest endeavor of reaching out. Best wishes, Kristofer

Posted By: Joe (1/16/2007)
Comment: Congratulations on the blog. What are the chances that you will serve the Might Mo, again, in one of your locations? They were great!

Posted By: maggie fox (1/16/2007)
Comment: Good for you, Bill - thanks for joining the conversation!

Posted By: Abraham Lincoln (1/16/2007)
Comment: I began using computers in 1998 after aortic aneurysm surgery and am still at it. I am 72 going on 73. My wife is 70 and she has a blog too. Welcome to the world of blogging. I read your entire post and can say it was interesting. If I had any advice to offer it would be that blog readers like to read and move on. So shorter is better than longer.