Marriott 萬豪CEO正式回應對這次合併不滿意​​的會員,他是這樣講的!


Hyatt 凱悅買分促銷:購買積分享額外40%獎勵,積分房兌換成本低至$85.7每晚(2019-8-27前)

我在昨天的文章(震驚!萬豪針對部分酒店提前實施旺季獎勵住宿標準(Peak Award Chart) )中分享了萬豪的一個對會員極為不友好的做法,如果你還沒查閱,務必先閱讀它。

然而,我今天得知,就在最近的Skift Global Forum大會上,萬豪CEO,Arne Sorenson正式回應了對這次合併不滿意​​的會員,他說了這些話:

“And suddenly, all around me, people are debating the loyalty program,” Sorenson said at Skift Global Forum in New York City Friday. “It is the greatest thing in the world. You cannot buy that kind of attention from customers. They were debating it because they cared about the way the program worked for them.”

中文大意:這位CEO說:“突然間,周圍的人都開始討論萬豪的常旅客計劃。這是世界上最偉大的事情,你無法從客戶那兒買到這種程度的關注度。他們之所以在議論這個計劃,是因為他們在乎這個新的計劃將如何影響他們。”

He acknowledged that some generous perks beloved by Starwood’s SPG members have gone away — for example, crediting users for stays separate from nights. Some motivated road warriors, during a three- or four-night stay, would check in and out every day. Marriott changed that rule, Sorenson said.

“When you look at the program from a credit card perspective or points earned or elite status, yes, there are some changes that are not loved,” he said. But, urging those who aren’t happy to “hang with us,” he pointed out that members now have more places to earn points, a better range of products, and a bigger selection of places where they can redeem points.

“I think people are going to love this on both sides,” he said.

中文大意:他承認一些曾經備受SPG會員喜愛的權益已經不復存在。比如說曾經可以按照STAY來升級精英會籍,而現在萬豪修改了規則。而從信用卡,攢點能力,以及精英會籍(難道對會員來說,這幾項不是最重要的麼?)這些方面來看,我們確實對此做出了一些不受大家喜愛的更改。但是,他還是想力勸那些對這次合併不滿意​​的朋友能夠繼續選擇萬豪(hang with us)。他說道,現在會員可以有更多的酒店可以賺取積分,更加豐富的酒店產品可供選擇,可以將積分用在更多酒店。他認為大家都會喜歡這一點的。 (然而,我想說,雖然選擇是更多了,但是每個會員一年平均入住房晚也不太可能因為萬豪合併而增加;因此,削弱攢點能力無疑會傷害會員。)

雖然萬豪CEO力勸各位萬豪會員繼續hang with us,但是會員們究竟是否會選擇繼續吊在萬豪這棵樹上,我對此並不十分樂觀。萬豪CEO自己都已經承認了,現在的萬豪除了給大家可供選擇的酒店更多以外,以及沒有值得稱讚的亮點了。以往SPG的優良傳統都一點點被萬豪摒棄,我估計在未來可能只會變本加厲。

各位萬豪會員,你會去森林裡重新選擇另一棵樹麼?還是繼續hang with us……

各位讀者朋友,你們如何看待萬豪CEO的表態?請在留言欄說出你的心聲。

本文標題:《Marriott 萬豪CEO正式回應對這次合併不滿意​​的會員,他是這樣講的!》,本文鏈接:http://www.kindletea.com/marriott/archives/2197.html

寫在最後,Alaska 阿拉斯加航空里程促銷:通過官網購買Mileage Plan里程享額外最高50%獎勵(2019-8-30前)