How not to run a rewards scheme (or a hotel)
Recently I stayed at a Marriott hotel.
I quite looked forward to it. They are a premium group, so I expected something a little special.
What I got was something more than a little stupid.
This was not the staff”s fault. They – as usual mostly immigrants (where would our service industries be without them, Brexit fans?) – were polite and helpful.
No: it was head office or wherever they cook up their offerings.
First I discovered that wi-fi was not free. Are you taking the piss, Marriott? It’s free pretty much everywhere now.
But the helpful Czech lady on reception said all I had to do was join their rewards scheme – which is free.
So I wasted time filling in a form (they had my details. Why?)
Then when in the room I found I couldn’t get movies. I rang down. Oh, I could get movies – if I joined the rewards scheme. I already had. But it hadn’t been validated, or something.
Then I found I had to pay £10 for wif-fi … which I would get back.
WTF is going on in the heads of the bozos running the show?
A great way to lose potential customers.
What they need is someone to come along and disrupt their dumb marketing arses.