Matthew Wilson
A major hotel chain in America is in hot water for allegedly attempting to bribe its guests. According to claims, the hotel chain rewards guests for giving them a positive review.
Videos by Rare
What Happened: The hotel chain in question is Marriott International, but it’s really one hotel in particular at the center of the controversy. That is Aloft Miami – Brickell. The hotel allegedly sent emails to Marriott Bonvoy rewards members asking for good reviews.
They offered guests 3,000 points for completing a post-stay survey. However, allegedly, according to the blog LoyaltyLobby, only those who give the hotel five stars get the points. The alleged email says it would exchange top scores for points. It claims this is a token of appreciation. See the alleged email below:
- “Thank you for being a valued Marriott Bonvoy member.
It was truly a pleasure having you with us at Aloft Miami Brickell. We hope your experience was enjoyable and that the vibrant energy of our hotel matched your rhythm during your stay. - At Aloft Miami Brickell, we strive to deliver memorable experiences for each of our guests. Your feedback is an important part of that journey. If you happen to receive a survey from Marriott Bonvoy regarding your recent visit, we kindly invite you to share your thoughts with us. A perfect 9 or 10 not only inspires our team but also helps us continue raising the bar in service and hospitality.
- As a token of our appreciation, we will be happy to award you with 3,000 Marriott Bonvoy points for completing the survey with a top score.”
Hotel Chain Policies
Guidelines: This appears to be at odds with the hotel chain’s internal Brand Standard Audit Manual and Guest Voice guidelines. Those guidelines are:
- “Properties must not offer compensation, incentives, or rewards (including Bonvoy points, discounts, or amenities) in exchange for a specific survey score or review rating. Guest Voice feedback must represent authentic guest experience without manipulation or conditional benefit.”
Travel writer Ben Schlappig for One Mile at a Time spoke out against the hotel for its unethical violation of policies.
- “There’s nothing wrong with having some sort of a raffle for those who complete the post-stay survey, but dictating the types of reviews that are eligible for a reward is just plain wrong,” he wrote.
