Marriott sent out invitations yesterday to many Bonvoy members inviting them to participate in POV by Marriott.
The purpose of this “community” or consumer panel is to provide replies to surveys and ideas that Marriott throws out and influence, not sure to what extent, what policies are put in place.
You can access Marriott here.
READ MORE: Marriott Bonvoy Rate & Bonus Points And Miles Promotions
Here’s the text on the email:
Conclusion
Several readers, and I too, received this POV by Marriott invitation yesterday. I had a look at the website, and there wasn’t much there beyond welcome messages by new members.
Many companies run similar consumer panels that appear to be having a second coming based on what we have covered as of late.
I would imagine that it would be the best way to probe the consumer and member satisfaction and where more resources are needed, to have someone to combine the reasons why consumers are currently dissatisfied with Marriott. This company has completely given up trying to provide even the most basic level of customer service even to top-tier members.
Marriott has thin skin. Once the suggestions start to become criticisms of policies that Marriott has enacted to save money, the forum will be censured and comments removed or closed altogether
Marriott used to have a line for the office of Mr Marriott to take comments, complaints and suggestions. Once the complaints overwhelmed the line it was closed
Marriott gets free insides from its customers with little efford.
I had a look and this tool is just half cooked.
There seems to be quite a disconnect, people believing that change can be made through this tool.
Why should I waste my time w/o getting a reward/incentive?
Want sth from me?… Pay me! (points, cash, swag etc)
It will be interesting to see how serious and effective Marriott use this forum. I do belong to similar forums for a couple airlines and another hotel chain which do take the feedback seriously, trial different things based on feedback and on occasion setup one on one interviews depending on the feedback given. I decided to give a try hoping Marriott give some serious attention to program. I have my doubts already if it is open to almost everyone as that means a lot of feedback can be overlooked and potentially too much chatter can make it ineffective.
Marriott does not care about customers. They care about developers. Together, they rely on unsophisticated middle America types who are too busy or not savvy about what a guality loyalty program or even website can be. Those of us outside that are “noise around the edges”.
POV has been open for months. I think they must have been trialling it. I’ve found it very limited in what they ask. Not like southwest where you get genuine surveys and questions to help shape the future travel experience
Marriott knows many of us are dissatisfied with the services we received over the last 16 months. So many services and amenities were cancelled or cut back all blamed on covid. Yes some were warranted. They realized these cost savings and decided to stick with them when things are returning to normal. Example,no free breakfast for elites.No daily housekeeping.
However our restaurant is open for a fee! I am a lifetime titanium and will continue to stay at Marriotts ,however for the time being I frequent the lower tier brands if I am only getting a bed and a shower and no other perks. Haven’t seen an open lounge in the US for a long time. In addition, Marriott had a wonderful forum called Marriott Insiders where many of us offered constructive criticism and exchanged ideas and info on our travels. With a few days notice Marriott ended this forum with no explanation. It’s time for Marriott to up its game and return to the program many of us enjoyed for many years.