6/6/2011

Mr. Bill Marriott,

Good evening.
I have an idea for Marriott Hotels to make more money and help it's largely travelling businessmen and government employees.
And you can do this on a trial basis to see if it works.
Equipped all Marriott Hotels (after successful trials) with good quality SHREDDING MACHINES in each lobby where your hotels guests, the public, and other businesses can use the shredders for a fee.
I myself deal with lots of confidential documents that many times I have to bring bulk of papers containing these confidential information. Once I am done with them I usually place them in a confidential bin in our office for shredding by another company.
I hope you like my suggestion and will try to implement them.
I wish your hotel continued success.

Manuel P. Garcia
Matahimik@aol.com
Rewards #*********

Dear Bill,

I started working for your company in 2000 when you owned and managed the Senior Living Services Division. Brighton Gardens was a wonderful place and I loved working for your company. I really felt as if I had won the lottery. Needless to say, my world collapsed when you sold it. But of course, due to the circumstances at the time, your business decision certainly made sense.

I did learn a great deal from my experiences with your company. I was most impressed with the customer service training sessions. I learned so much and I am most proud that I had the opportunity to be employed by Marriott.

I have yet to work at a place where the customer service training is as intensive as yours. That is really the bottom line! If any business person does not think that isn't important, then they might as well shut their doors.

My company has just formed a committee in order to concentrate on this subject.I asked the chairperson of the committee if he looked into some of the Marriott methods. He said he knew about the great training programs. I was hoping to quote your famous line that I remember from some of the videos. Since I could not remember it verbatim, I was hoping that you could email it to me. It goes something like this, "If you aren't sure you are doing the right thing, then don't do it." I do believe the quote was more customer based but then again, it has been a while.

Thank you so much in advance.

Most sincerely,
Barbara Katz

Why can I not join Marriot Awards. I tried it several times. The site always says:

"We're sorry, but it's not possible to join Marriott Rewards on Marriott.com at this time. Please try again later. Thank you for your patience"

I am a long time Honored Guest member and owner of 2 Marriott timeshares and I have been disappointed with the Stay Anytime awards. It used to seem if the room was available, you could use points for it. Now it seems like Marriott is going the way of the airlines, with very few reward rooms, and a very high premium (100%) for the Stay Anytime feature. This, imo, has the potential to seriously undermine the value of the points program, which has been and is the best program of its kind.
Thanks
A Loyal Marriott Customer

Hello Ms Syed,
One of my associates directed me to this site and I read your story. Its such a passionate piece that you have written about your brother, reminds me of myself when i was young. If your brother is what you say he is, then he will go a long way. I came into my own much later in life and now I feel so fulfilled. Wish there was more I could offer him, but I am based in the US. I do wish him luck.
Regards,
S Weiss

Hello Mr. Marriott,
Recently, I stayed at The Asheville Renaissance Hotel in North Caroline. I spent a week there and in that time I read a book that had essays from your various employees. At the end, I got the feeling that your company truely understands and appreciates the hard work of people who work for you. I have a story too....
My own brother worked 5 years for a family friends' restuarant in London, UK. A huge three story place. He worked selflessly and brought the business from literally nothing to thousands of pounds a week!! He used his enterprising ideas and people skills to the best. Customers, most of them, repeat customers, knew him by his nick name - 'SAM'. They called hime 'the BOSS' too! Many, employees of a nearby Marriott Hotel. If you lived and worked in Docklands, London, you had to know 'SAM'. His honesty and dedication are lengendry. The employees loved, feared and respected him more than the actual Owner. No one dared to be dishonest on his watch! But working for friends is never pleasant, cause most of them take you for granted.I think he can do so much better working for a great company with growth potential. I see him managing an international project in the future in a very big way. His qualification is not that he has a hotel Management degree, but that people simply love him!
Getting back to the book, I thought, hey he should work for this great company. I called him up today, and asked him to apply in your company. I can't tell you what he is proficient at cause he single-handedly managed and ran a very huge restuarant, patronised by largely coporate clients, 90% Sam's contacts. He is such a wonderful person and so dedicated that he attracts people wherever he goes. You will love him. He deserves a company like Marriott and quite honestly, Marriott needs people like him!
I hope he applies at Marriott and thank you for caring. People need that.
I guess its the end of my story.
Regards,
Anjum Syed

July 13,2007
Dear Mr. Marriott,
I just wanted to share our awesome experience at your Residence Inn in Parsippany, New Jersey. We are from Pasadena, CA. and had to travel to neighboring Morristown to assist my mother-in-law in cleaning her house to prepare to sell. Since we had an excellent experience at another Residence Inn in Redwood City, CA we decided to stay at the Parsippany location. That is where we first met the front desk supervisor, Kaseemah ******. This young woman over a period of the next 12 days became our angel, confidante and a source of comfort. We were there from June 23, 07 to July 4, 07.
Our original plan was to stay at Inn for a couple days then move over to my mother-in-law's house after some cleaning. First, the 1 bed room suite we were given reeked of cigarette smoke. Kaseemah apologized and upgraded us to an awesome 2 bedroom suite. Then due to horrific conditions at my mother-law house 2 days turned into 5 days then 1 week then almost 2weeks. We were in constant communication with Kaseemah explaining our circumstances. Every encounter with her was a source of comfort and calmness. Everyday we were greeted by the staff that made us feel like royalty. The inn was immaculate and the breakfasts simply delicious.
I would also like to mention Lillie ***** who worked at the front desk with Kaseemah and was an excellent example of professionalism and caring.
Be proud, Mr. Marriott. I have been in Health Care, specifically Kaiser Permentate for over 30 years so I know about customer service. Employees reflect the company that they work for and be assured that the employees at the Residence Inn in Parsippany, New Jersey truly exemplify all of your high standards. It is such a pleasure to see and experience a company that truly cares about their customers and employees.
I was fortunate to see the Nightline program featuring you and I was impressed even before I had the joy of personally experiencing your employees and Residence Inns. I would highly recommend one of your surprise visits to Parsippany. You will have a wonderful and positive visit. Needless to the Hazelton Family will be recommending the Marriott Inns for a long time.
Sincerely,
Camille R Hazelton

Mr Marriott, the last weekend in June my wife and I had a very enjoyable stay at your Marriott Hotel on Canal in New Orleans. All of your folks were most helpful and friendly. On discovering that I left a belt in the room we rented, I called your Hotel. Again everyone was helpful and friendly, and my belt is back around my waist. The one name I remember in talking with your employees is Marie. I believe she works in Housekeeping. Please express my thanks to Marie, and all of the others involved in recovering my belt. Richard Easley

I have been a rewards member for a number of years. Generally, the service is great. However, I find that in every hotel there is an amenity that housekeeping continue to forget at least 50% of the time, shower caps. I would suggest that housekeeping check to see that shower caps are in the room at the time of service. Thank you.

Mr. Marriott, my wife and I have been reward club members for many years and have enjoyed staying at Marriott properties. When our son attended the University of Notre Dame, we tried all of the Marriott properties in the area. We found the SpringHill Suites in Mishawaka to be our favorite due to great customer service. At the time, George was the gentleman who always made us feel like royalty. He has since moved next door to the Courtyard, and Oz has filled his shoes. Everytime we stay here, my wife walks into the room and says, It's good to be home. The people at this motel should be recognized for their great service.
Unfortunately, I do have a complaint. Recently I have had a difficult time using stay anytime points. I have found that they really are not stay anytime, but stay when it is convenient for the property to accept them. I find this very disheartening. Don't call rewards something that they aren't or make your properties honor them.

Mr. Marriott I will never be able to thank you enough for the Residence Inn in Lombard, Illinois. My mother was receiving cancer treatment and our whole family lived there for 8 weeks. We never felt more at home in a hotel then there. We got to know the staff and management by first names. All of your Marriott's need this customer service and what a compassionate group you have at this particular Marriott so close to a cancer treatment center. Kudos to you.

Bill,
I recently had a problem with a long standing reservation for our summer vacation. The way the problem was resolved is the reason for my note. I had the pleasure of speaking with Ms. Lydia Walker, in your Corporate Customer relations group. By the time she had resolved my concern (100%- and without passing me off to anyone else!), I felt like she and I were truly friends. She deserves a big pat on the back- she made my day! I have a feeling Lydia saves the day on a regular basis! Please pass on my thanks to her for her help. And by the way, the stay at the Casa Magna Resort - Cancun, was one of my best trips ever! Alberto, met me at the door and asked me to leave all my worries with him... I did, and it was a great stay! Just two examples of the great people you have on your team.
Thanks for taking the time...

Mr. Marriott-I recently have stayed at a few Marriott brand hotels. This experience has been similar to those I have experienced in the past. EXCELLENT! Working in the healthcare industry, one of my goals to treat our patients, are you do your guests. Consistently, I have experience hotel personnel going way above and beyond their duties to make my family's staff comfortable. Congratulations of defining a culture of customer service that could be a model for the healthcare industry. (I actually was on your website looking for such information!!!)
Thanks again.

Thank Mr. Marriot, I finally was heard, I really did feel that I was short changed and given the run about. It was the principal of my complaint as I am a loyal customer to the Marriot Corporation and my especially loves staying at Esmeralda. They are probably best staff I ever seen any where, They actually make you feel like you are royalty. They go beyond the word customer service, this includes from room service, bell boys, and front desk. Keep up the good job and thanks for listening to my concerns t my recent stay at Desert Springs.

Mr. Marriott,
The Courtyard by Marriott in the DC Navy Yard was exceptional.
Special Thanks to Richard B********* who ensured my family was accommodated and made the stay as pleasant as possible.
Again the stay at the Navy Yard in DC was great!
We also stayed at the Marriott in NY Times Square the week before and even though the Times square is much more fancier the friendliness and courtesy of the Navy Yard is just as comparable.
Thanks again!

Sir, greetings from Mumbai!! I am at thia moment an ex hotelier and I cannot describe the pleasure of speaking my mind here to you in such a relatively easy way. I am actually bubbly with excitement and hope to control nerves as I write this. I have to hand it you for commencing a Marriott blog and addressing it. The comments that I have read here tell me amply of how you are running the Hotels around the globe and just ttell me that I am indeed privileged to talk here with you. I am also right now doind a little difficult job of convincing Indian Corporates to start blogging on our platform called Mouthshut.com. I am also looking to coma back and work with the Hotel industry but dont really see leaving here till I get some Indian corporates to start blogging. Maybe a month or two down the line yes. But Sir, I wish to thank you for this opportunity and hope to see your reply soon.
Warm regards,
M Bhave

Dear Mr. Marriott,
I have a story to tell that I think will be of interest to you. On June 29, 07, my fiance and I were scheduled to go to Oahu and stay at the JW Ihilani Resort for 7 nights. Upon arrival at the airport, we were informed that our flight was delayed indefinitely and that we would miss our connecting flight (American Airlines). We were then informed that the next flight to Oahu would not be until the following Tuesday. We took a gamble and got on the plane to Dallas, hoping that our connecting flight would be delayed or that they would hold the plane knowing the next flight out would not be for four days. No such luck. We then quickly searched for other JW's in the country to see if we could salvage our vacation. We decided to see if American could get us on a plane to Las Vegas - which they could (one of the desk attendants took pity on us and pulled some strings). We then quickly called Marriott to see if we could transfer our reservation to the JW in Las Vegas. The gentleman who helped us over the phone, in a pinch, could not have been more helpful. Quickly, our reservation was transferred and although extremely disappointed not to be going to Oahu, we got on the plane and headed to Sin City.
Upon arrival in Las Vegas, we were trying very hard to make lemonade out of lemons, but we were also angered by the lack of concern and accountability of American Airlines because if they would have held the plane just 30 minutes, we could have made it. However, upon arrival at the JW in Las Vegas, we were greeted by Mark, who was extremely pleasant and courteous. He noticed we did not look excited to be in Las Vegas and inquired about our trip. We shared our story as he helped us with our luggage. We then saw him speak briefly with Denyse, at the registration desk. That is when everything turned around!!
As an elite member (we stay at Marriott's frequently, both on personal and business trips under the name Kinney), we were upgraded to a presidential suite - GORGEOUS! On top of that, after going out for dinner we returned that night to find chocolate covered cherries, a bottle of champagne on ice, and a note from Denyse saying the she knows Vegas is not Hawaii but that she hopes we have just as much fun here!
NOW - that is customer service. We have now been here for four days and could not be happier. We decided that every vacation in the future would be planned around staying at a JW - you simply don't disappoint!
In a time when few companies understand the critical nature of customer service, we want you to know that your employees do understand what it means. We are very grateful to the JW and its staff for helping us make lemonade! Thank you for caring about your customers - you have made loyal patrons out of us.

Bill,
re: Sleep please try a few SleepNumber beds. I'll bet that that would solve the needs of many Marriott Customers. My SleepNumber is 90. Sometimes beds are so soft that I sometimes sleep on Marriott hotel room floors.
Also, I miss Castle Harbor! Any plans to get back to Bermuda?

I use Marriotts frequently and I am concerned that I can no longer get actual driving directions on the hotel website, rather they have links to mapping services (mapquest). This is a problem because what is needed in LOCAL knowledge of the best routes that we used to be able to get.
Recently I was visiting the Courtyard in Brookline MA and my Garmin took me through a maze of small streets with abandoned buildings etc. I got there, but found out I could have taken the next exit and had a easier route, albeit slightly longer.
Mr Marriott please have your properties post well thought out LOCAL KNOWLEDGE directions from major highways as they used to before mapquest etc.
Thanks

Dear Mr. Marriott,
As a platinum Marriott Rewards member and government employee, I and my colleagues spend many nights at your hotels. Unfortunately, due to a recent policy change our ability to lodge at Marriott properties has been compromised. The policy I am referring to is the one that now bars government contractors from obtaining the government rate when staying at one of your hotels. This is problematic, as many times we travel together (postal and contract employees) to work on projects and need to be in the same hotel for pre/post project meetings and to coordinate travel to the various sites where we are working. This has never been an issue in the past, but is now a source of constant frustration. This policy forces us to either segregate our employees at different hotels (some of which now have to be non-Marriott) or causes us ALL to use one of your competitors, as most (such as Hilton) do not discriminate in this way.
This is causing you to lose quite a bit of business (and I do not exaggerate - we have many platinum and gold rewards members in our ranks) and has created ill will amongst our contract employees and much aggravation for the rest of us. Why would you put in place such a divisive policy that is seen as an outright slap in the face to many of your loyal customers? Thank you, Richard Rinaldi

http://www.washingtonpost.com/wp-dyn...062601413.html
These 2 paragraphs stood out for me:
Quote:
Rooms were $8 a car, with $1 extra for each person. The more people in the car, the more money the hotel would make. If one guy drove up, Marriott says they would tell him, Sorry, we're full. To a family of four, they'd say, We have a very nice room for you.
No different from my recent experiences where my room rate was jacked up $50/night because my stays fell in the middle of a Wal-Mart convention at a neighboring hotel. And a month later when I unsuccessfully tried to use a stay anytime award at a Courtyard although many rooms were for sale at $300/night. Lie and gouge the public whenever you can because a single billion isn't enough, you need more than you can possibly spend, its the American Way! The first hotel in Marriott's history was founded with deception and greed from day one. Damn the poor single guy who might be more loyal than the family of 4.
Quote:
Marriott doesn't sleep much in his hotels, Donna confides. He hears every sound. If a door opens in the hallway, he knows which one it is. He hears clerks stuffing bills under doors at 3 a.m. He hears everything, and the principal reason he can hear everything is that he believes he is supposed to hear everything. He is like a father listening in the middle of the night for the sounds of his children stirring.
If he can't get a good night's sleep at his hotels because of noise, why does he expect us to? If he is such a stickler to detail, why ignore this? Doors don't have to slam, clerks don't have to be loud. I too hear this noise.

Dear Mr. Marriott,
I've been an honored guest member since the inception and have stayed at over 250 of your locations. Marriott's customer service has always been perfect for me. However, on my latest stay, at the Lodge in Sonoma was above and beyond.
On the day of check, my wife and I were scheduled for a hot air balloon ride over the Napa Valley so I requested a late checkout of 1PM. no problem since we should have returned at 10Am. Due to weather conditions, the flight was moved to another take off location. We eventually landed in a remote canyon without access roads. It took over 5 hours to get us out. I knew I wouldn't make the check out time so I called the 800 customer service number, not knowing the Lodge's number. Explained my problem and a lady named Alice said she would handle everything with the hotel.
We arrived back at 5 PM and were very pleased that they totally understood, they showed real concern for us.
Congratulations on having the absolute best customer service team in the industry. They've earned it and that's why I stay exclusively at your hotels.
Best regards,
Bill

Mr. Marriott,
I use Marriott hotels, Courtyards, Residence and Fairfield Inns whenever I travel and am always satisfied. I also treat my friends once a year to a wonderful ride at the Marriott Ranch. You are definitely first on my list. Gratefully, Valerie

I've received marriott surveys and sometimes fill them out. I would suggest cutting down the questions so it is a faster experience. I think you'll get more responses. Also why is it some Marriotts offer free internet and some don't?

Better beds and TVs are nice ways to improve service, but they are expensive and replace already existing satisfactory amenities. I stay almost exclusively at 4 star, 5 star, and 5 star Grand Luxe hotels (I have stayed at two exceptions to this out of the hundreds of hotel stays that I have had) . I never stay at the same hotel twice domestically, and there are only a few hotels outside of the US to which I am/would be a repeat guest. Why? Because there are simple, cheap, but appreciated services that few hotels offer. First, all of the furniture should function like new. Broken hardware is poor form, yet it has come up in about 5% of the 4 star hotels I have stayed at. Those hotels lose me as a guest for life. Second, turn down service should at the very least be available. I stay at the Hilton when I go to Niagara Falls, Ontario simply because they offer turn down service. Third, a 4 star or better hotel should give a gift basket (fruits, cheeses, juice) to guests upon arrival. There are a few hotels that still do this, and those make the list of the few hotels I repeat stay at. If a hotel buys spare hardware when first buying furniture, offers turn down service, and a gift basket on the first night, it can offer these amenities for less than $50 per stay, but it would stand out. As it is, every time I go to New York City, I stay at a different hotel because there are so many and among the 4 and 5 star hotels, they are all pretty much the same. Marriott, Hilton, Ritz Carlton, Four Seasons, Omni, the list of consistently comfortable hotels goes on and on; the first to get a gimmick would make a name for itself.