Travel executives weigh booking away from Marriott

Nearly 60% of respondents to a Business Travel Coalition poll say they would likely book away from Marriott International because of its new 48-hour cancellation policy.

The policy imposes a one room-night penalty for cancellations within 48 hours of check-in.

The BTC polled 216 travel manager and travel management company executive respondents from the US, Canada, UK, Ireland, Spain, Switzerland, UAE, Belgium, Bonaire, Serbia, Scotland and Germany.

The results indicate that Marriott may feel a dent in its business: 30% of respondents says they are weighing whether to restrict their travelers from using Marriott properties, and 68% said they will seek to negotiate an exception to the cancellation policy for their travelers.

But if the travel executives’ predictions are correct, they may end up with little leverage: 53% say they expect other hotel companies to follow Marriott’s lead.

The BTC says the new policy is particularly onerous for business travelers, since they are at the mercy of last-minute cancellations of client meetings and similar situations.

BTC describes itself as a small for-profit advocacy group. It has three levels of paid membership but does not publicly disclose its fees.

Related reading:

Marriott tightens its cancellation policy for hotels in the Americas

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Michele McDonald

About the Writer :: Michele McDonald

Michele McDonald is a senior editor at tnooz. She has worked as a journalist covering the travel industry for more than two decades. She is a former managing editor of Travel Weekly (US) and former editor-in-chief of Travel Distribution Report. In 2002, she founded Travel Technology Update, a newsletter for distribution professionals. She remains editor and publisher of Travel Technology Update. She also contributes to Air Transport World.



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  1. Jim Bond

    Customer “No” Delight! Marriott, what were you thinking when you allowed a “bean” counter to implement this crazy policy. This is not the way to increase sales! I’ve been business traveling for thirty-five years and I’ve never received similar compensation when one of your properties cancelled my reservation or “lost” my reservation or over-booked and had no rooms available or I was given a very nasty room with yellow rings on the bed sheets, salavia-coated pillows and carpet so dirty my shoes stuck to the carpet. (I know the sentences are too long but I got excited.)

    Stop this crazy policy, deep clean your rooms and your business will increase!

  2. Cilla

    You have to wonder what these corporate executives are thinking. 48 hour cancellations, elimination of commissions, elimination of tour operator static rates, etc. Are they trying to make their hotels fail?


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