Joy Bricker went public at the age of 79. She’s famous for being the 10-year guest at TownePlace Suites in Falls Church, Virginia. Ten years … in the same room! Now that’s loyalty and a lot of Rewards points. It also makes for a great media story.
When Joy announced she was checking-out to move in with her daughter in New York, the media converged -- The Washington Post, CNN and ABC Channel 7 News. Before you knew it, folks around the world were talking about the lady who for ten years made Marriott her home.
What makes this story so great is not the long “extended stay,” but the “extended family.” When Joy arrived at the hotel, she was recently widowed and looking for work. She found a government job and decided not to move out.
The hotel staff invited her to their homes for dinners and baby showers. The GM visited her when she was in the hospital. After all, that’s what family does and Joy was family.
People often asked her why she didn’t buy a condo or rent an apartment. Her answer was that TownePlace Suites made her feel safe, comfortable, and part of their community. I call that hospitality: caring for our guests, making them feel at home. And that’s what keeps guests coming back or in Joy’s case staying for a decade – a long time!
On Joy’s moving day, the hotel team members shed some tears when they said goodbye. After all, a member of their family and recent media star was on her way out.
I’m told that Joy doesn’t understand what all the fuss is about. Well, it’s about family, an unusual “extended” family.
I’m Bill Marriott and thanks for helping me keep Marriott on the move.
This is absolutely amazing! I cant wait to share this with my collegue and my customers. I am so proud to be part of the Marriott family. Will keep the Spirit to Serve ALIVE!
Posted by: Sri Shankar Kathirveil | 01/20/2012 at 07:37 PM
After watching this video.. I feel so proud to be part of the Marriott family. I will keep my Spirit to Serve ALIVE!
Posted by: Sri Shankar Kathirveil | 01/20/2012 at 07:32 PM
As a Residence Inn Front Office Manager this story moves me more then you know. We have guests come in and out for long term all the time, as the headlines say, we welcome them as guests and say goodbye as family. This is a great story and hope this motivates hotels to give their guests a true home away from home experience like we do at our property.
Posted by: Robert | 01/14/2012 at 12:29 PM
Dear Mr. Marriott,
This is a truly inspiring story that I'm sure you are very proud of. Not only does this brand strive for excellent service, but the next step is taken all around the world. We are becoming involved with people's lives and through that connection, we create a better sense of identity for ourselves. It's not just about a smile, but knowing who our guests are individually. In a world that changes daily, we will remember that family is forever. This is what keeps our guests coming back to spend time with us. As a sidenote, I'm writing you another postcard. This time I'm in Dallas, Texas and the weather is no better than winter in Rochester, Minnesota. Perhaps I will see you at the Adrian Awards next month. Until Then - Jacob
Posted by: Jacob Youngblood | 01/11/2012 at 09:12 PM
Over the past 17 months I have spent 11 of them in a Marriott hotel with the longest stay at the JW in Bogota where the staff has made me feel very much like a family member and while I have not been invited to homes they have definetly made me feel at home.
Posted by: Patrick Long | 01/10/2012 at 12:21 PM
Marriott is the only place I will ever stay too! Recently, I was deployed on a U.S. Navy ship and a hurricane was headed toward where my son was living, Marriott customer service helped me with getting him a reservation in a hotel away from the coast and out of the danger area which gave me a ton of piece of mind. Marriott - my home away from home!
Posted by: Helen Christina Johnson | 01/10/2012 at 06:28 AM
Could not have a better place to live! My husband travels a lot and started staying at Marriott several years ago. He has continued to do so to this day. He is treated like family and so is the entire family. Their care is very personalize and that is hard to find in other hotels.
Posted by: Sandra Arthur | 01/10/2012 at 06:27 AM
Dear Bill,
I lived at the Downtown Waterbury Courtyard by Marriott for two years away from my family due to work and it was an absolute pleasure because the staff was my second family and they treated me like family. If I had to do it again there is no other family I would stay with.
Posted by: Christopher P. Crounse | 01/10/2012 at 05:59 AM
Sounds Great to me! What more do you need, a nice room - good company - and no worry if your plumbing brakes down.
Posted by: Bonnie | 01/10/2012 at 04:39 AM
I totally understand why Joy stayed. We became Marriott fans off the back of business nights that my husband racked up - firstly furnishing a wonderful trip round the States mixing family and hotel stays then, having tasted the fruit we became Marriott Vacation Club members. Unfortunately the business stays came to an abrupt end two years ago when IBM downsized their operations in the UK but we still apply the Marriott benchmark to our holiday accommodation and very occasional hotel stays. As a visitor to any Marriott location you are always made to feel valued - but we haven't spent the years in situ as Joy has done! Thanks Mr Marriott for your years of commitment to quality and may you and Joy enjoy good health in the future years.
Posted by: Caroline Donnison | 01/10/2012 at 04:30 AM
Mr. Marriott, as an employee of the Marriott downtown Indianapolis this is the very guest experience we should all strive for. Whether a guest stays one day or ten years the goal should be the same. As hosts of next month's Super Bowl this is very timely, thank you
Posted by: neill Klatte | 01/10/2012 at 02:41 AM
Indeed a great story. In my opinion, that's what Marriott stands for - feel like being at home!
Posted by: Daniel | 01/09/2012 at 10:34 PM
Great story.. But You still haven't said how many rewards points that is. :)
Posted by: Krishna Padmanabhan | 01/09/2012 at 08:18 PM
Congratulations Mr. Marriott to have in place "Marriott on the Move" I worked 12 years at Marriott Vacation Club Intl. (MVCI) and every time I see Marriott's name I feel at home.
Bless,
WILDER SAVANY
Posted by: WILDER SAVANY | 01/09/2012 at 05:29 PM
Sorry, this is the correct spelling of my name.
Posted by: William Shaw | 01/09/2012 at 05:15 PM
This is a great story, which reflects the care and hospitality of the Marriott experience. Keep up the good work and blessings.
Posted by: WIlliam Sahw | 01/09/2012 at 05:14 PM
There's a story around the internet about how folks could retire to a Holiday Inn, but it's fascinating to discover that there's a real life story - and it's about a Marriott!
Posted by: Neala | 01/09/2012 at 04:21 PM
Wow - what a great place to live and a great idea! And when family visits it's easy to find room for them... Bet Joy is going to miss her home.
Posted by: Cathy Walker | 01/09/2012 at 02:39 PM
I lived at this property for about 3 1/2 months after my apt suffered some water damage. The staff were very sweet and I enjoyed my stay as well...def wouldnt have stayed for 10 years, but 3 months was not bad!
Posted by: Daniella Levy | 01/09/2012 at 02:34 PM
Dear Mr. Marriott
This is a remarkable story and I agree that this is what Marriott was then. From all the bloggers on the web it looks like that culture is slowly ebbing away. Even the most loyal customers are getting turned off due to impersonal treatment they are getting at the Marriott hotels lately.
Hope you are reading those blogs and are taking those under advisement to halt that change in culture of which you are so proud.
I am sure this has already been brought to your attention by many besides me.
Posted by: Amir Rehmat | 01/09/2012 at 02:22 PM
What a great story. I can't wait to share it with our customers!
Posted by: Jim Coppedge | 01/09/2012 at 01:39 PM
Marriott has a great way of making their customers feel like family. I had extended stays at three Mariotts and all the staff members made me feel at home. I stayed at the Mariott milwaukee west for the better part of two years, the Marriott Suites Ohare for over 150 nights and the Fairfield Inn Milwaukee airport for 80 nights. I've formed lifetime friendships with staff at all three hotels and consider them my extended family. Keep up the good work and we will see you all again soon.
Posted by: dennis demott | 01/09/2012 at 01:11 PM