The Inside Story of Marriott's High-Seas Rescue After Irma Stranded 620 Hotel Guests On St. Thomas
Well done, Marriott!!!! Very impressive and comforting to know you would go to these lengths to care for your patrons. Just one of the many reasons I remain loyal to the brand after 30 years in the program.
I am a bit surprised this post hasn't solicited additional comments. Granted, we all get frustrated when they are slow with awarding points or nights credit, or annoyed when the don't recognize our status - but this is the stuff of legend, what going above and beyond to deliver unexpected customer service is all about, and what should drive loyalty.
They chartered a 177 foot, 30,000 ton ship from the Dominican Republic, at a cost of $100,000 to go to St Thomas and rescue 620 guests who were stranded by the storm. Then, they put them up in Marriott properties in Puerto Rico at no charge, and gave them money for food and incidentals. Who does this?
Maybe I am so used to seeing bad, impassionate service everywhere I go, that this just blows me away. But I think absent others not caring about their customers, I would still be extremely impressed with their herculean effort here.
I totally agree - this is an extremely commendable response from a corporate - we so rarely hear of cases like this and, as you say, we are always reading about the other side of the coin - well done Marriott!
psudad - Well stated, and I completely agree. My overall experience at Marriott properties has been so positive and enjoyable that I can easily overlook the occasional, aberrational lapse in service or disgruntled staff member having a bad day. We have to be impressed and delighted by the rescue effort you describe. Thank you Marriott.
The 1st story I saw about this was that Marriott only took people from the Marriott properties and not a wider evacuation.
I am sorry, but care for your own first.
Well done Marriott.
They had to provide a list of names, passport numbers, birthdates etc. to the local authorities and those were the only ones allowed to board the vessel, per the local authorities. It is my understanding Marriott would have taken more but were not allowed.
I agree with nipper that Marriott should have only taken Marriott guests. If I had been stranded, and they took a random person staying at, say, the Holiday Inn, then said they were full and couldn't take me, I'd be furious!
Great job, Marriott!
well done Marriott
Thanks psudad for sharing this great article with the Insiders!! It is definitely a great moment and a good read.
Enjoy the day,
It is a great story and I am happy that Marriott stepped up to the plate big time. It is nice to have an affiliation with an organization that cares about the people they serve and not worry about the bottom line. Len
I thought my reply was posted last night, but I found it in drafts.
Impressive, indeed! Well done Marriott. It's really great to care about your customers, and I am sorry that most newspapers only reported about this story from the perspective of the 35 people who could not embark.
On one side you have a great story about 620 people being evacuated and taken care of so well, on the other side you have the other 35 who were not able to go on board due to the port security regulations about the ship manifest, adding to this the limited time window to sail before the next hurricane. Despite some melodramatic posts on social media, Marriott has done the right thing.
Well done Marriott! Customer service above and beyond the call of duty.
Powerful case of customer service and thoughtfulness. This is the Marriott which many of us built our loyalty around. Whereas we often still experience this type of superb caring, customer service, and overall human relations at many of the properties, it also somewhat explains why the 'corporate' approach of Marriott scraping every nook and cranny for margin improvement rubs some of the ol' time loyalists the wrong way (and remember, Bill Marriott was a hard nosed negotiator and very competitive operator), especially when they are somewhat disingenuous with their explanation.
But certainly a tip of the cap goes out on this one.
Yes, good job Marriott! Just reinforces my loyalty to the program!
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