Marriott CEO Arne Sorenson passed away last week after a pancreatic cancer battle at the age of 62.
Marriott has replaced him with Anthony Capuano, who has been with Marriott since 1995.
Marriott bought Starwood some 5 years and proceeded to dismantle the reasons why people were fiercely loyal to the brand. Elite benefits were cut, hotel standards went down, credit card spending became far less rewarding, and customer service fell off a cliff. Starwood executives jumped ship to Hyatt to make that program gain Starwood’s cult following.
With an internal replacement, I doubt we’ll see that change anytime soon, but time will tell how the new CEO will leave his mark.
In other Marriott news, they are finally offering free COVID testing in Latin America resorts. That comes a month after Hyatt made the same offer when COVID tests became mandatory in order to return to the US.
Unlike Hyatt though, the offer is only valid at select properties. But that’s just Marriott being Marriott. So much potential, but such poor execution.
Here’s hoping the new CEO can turn that ship around.
Dan you are literally the GOAT!
My prediction with Marriott:
the Free COVID testing will be offset by a new Resort fee.
LOL, too true.
And of course while Hyatt waives those for Globs and for everyone on award stays, Marriott sticks it to everyone.
Participating Hotels in Mexico
JW Marriott Cancun Resort & Spa
Marriott Cancun Resort
The Ritz-Carlton, Cancun
Marriott Puerto Vallarta Resort & Spa
W Punta de Mita
The Westin Resort & Spa, Puerto Vallarta
The St. Regis Punta Mita Resort
Solaz, a Luxury Collection Resort, Los Cabos
Zadun, a Ritz-Carlton Reserve
Participating Hotels in the Caribbean
Aruba Marriott Resort & Stellaris Casino
The Ritz-Carlton, Aruba
Marriott business direction seems to be “you will need us as hotel group” rather then wanting to stay there, similar to how legacy airlines cornered the market with acquisitions. Since that model has been pretty successful for some airlines if Marriott can execute it properly it will financially good for them too.
*and an opportunity for Hyatt the expand significantly and offer decent customer experiences…
Unfortunately Hyatt just doesn’t have the footprint Marriott does