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Why full-service falls short: The decline of hospitality at Marriott and other hotels
The Detroit Metropolitan Airport Marriott saw many upset passengers stuck overnight, as any airport hotel would. They often have no luggage. A reader shared a story about interacting with this hotel when they needed help.
- No deodorant or mouthwash for readers. The hotel has this! He said they wanted $12. for each project.
- Okay, the hotel has a shuttle and they will take you anywhere you want to go within a mile. So he asked to go to the nearest pharmacy to buy what he needed. But they told him it was… 1.1 miles away.
He felt…unwelcome. He moved to the Hyatt Place Hotel, where they gave him “a complete set of toiletries” for free. This is a benefit Hyatt has promoted for years.
I just wrote an article three weeks ago about Marriott charging guests fees instead of showing hospitality.
If a customer making more than $23,000 a year (such as a Marriott Ambassador) has a flight canceled and their luggage is lost, and they show up without deodorant or a toothbrush, the hotel will point them to where they can purchase those travel-size items , instead of taking care of their guests.
Do I need to mention that the readers staying at the Detroit Metropolitan Airport Marriott are Bonvoy Ambassador members? What does ambassadorship mean if you are not an ambassador? guest Do you feel cared for when you’re having a bad day and you just need some deodorant?
The Detroit Airport Marriott is said to be a full-service hotel. What’s the point of a full-service hotel if it doesn’t offer the amenities guests might specifically need upon arrival?
My point is not to complain about this particular restaurant. I see this at a lot of hotels, especially Marriotts more recently. Granted, Hyatt does this, but by and large, hotels forget that they are in the hotel business and face a premium on whatever revenue they earn relative to a limited-service property and any choice their customers have relative to short-term rentals Risk preference.
More views from the wing
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