Westin Hotel Caught Faking Guest Benefits To Marriott, Secretly Pocketing Bogus Destination Fees

I’ve stayed at the Westin Arlington in the D.C. suburbs dozens of times over the years. It’s close to my office there. And the way this franchise treats guests is indicative, I think, of the larger problem with Marriott: Bonvoy members aren’t their customers, owners are. Marriott wants to appease owners, so that they grow their room count. Owners are allowed to get away with anything, fleecing their guests and diminishing the product. Brand standards just don’t carry meaning. This is a short-sighted strategy, because guests stop trusting the brand and stop seeking out the brand. Since all Marriott has to offer owners is guests who follow their brand – the ability to put heads in beds – diluting the brand means Marriott dilutes its own long-term value. They are trading off current revenue from… Continue reading Westin Hotel Caught Faking Guest Benefits To Marriott, Secretly Pocketing Bogus Destination Fees...

Jun 25, 2025 - 20:10

I’ve stayed at the Westin Arlington in the D.C. suburbs dozens of times over the years. It’s close to my office there. And the way this franchise treats guests is indicative, I think, of the larger problem with Marriott: Bonvoy members aren’t their customers, owners are. Marriott wants to appease owners, so that they grow their room count. Owners are allowed to get away with anything, fleecing their guests and diminishing the product. Brand standards just don’t carry meaning. This is a short-sighted strategy, because guests stop trusting the brand and stop seeking out the brand. Since all Marriott has to offer owners is guests who follow their brand – the ability to put heads in beds – diluting the brand means Marriott dilutes its own long-term value. They are trading off current revenue from…

Continue reading Westin Hotel Caught Faking Guest Benefits To Marriott, Secretly Pocketing Bogus Destination Fees...