superchief1

Is Marriott Expanding Too Fast

Discussion created by superchief1 on Jul 13, 2016
Latest reply on Jul 15, 2016 by mrbmbrown

I just saw the recent annual JD Power results for the top hotels by category based on customer satisfaction. Marriott didn't win in any category, and Hilton properties were first in 3. I think that Marriott's emphasis on expansion through acquisition has resulted in an overall decline in quality consistency and customer loyalty. I'd been a Marriott 'junkie' since the inception of the program over 35 years ago, and recall when all of their chains were leaders in their categories. Marriott clearly treated its customers and employees better than other chains, resulting in its number one position. I can't say that any more because competitors have caught up or passed them, while quality and loyalty benefits have been in a steady decline.

 

I hope this is a wake-up call to get senior management to refocus on consistent superior quality and appreciation for their loyal customers. 

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