Previous post:

Next post:

Marriott gets it!

June 18, 2007

So, I’m stuck in the third circle of hell (also known as Dallas-Fort Worth Airport), due to weather delays, along with 10,000 of my closest sweaty angry friends.  11 pm, no flights, no cabs, no hotels. Trying to get to Austin.  Grr.

I call the Marriott service line. They do everything right.

  1. They find me a hotel room in Dallas.
  2. They waive the cancellation fee for my room in Austin (where I was supposed to be).  Any other chain would have stuck me with the cancellation fee and charged me for the new room.  And the new room was cheaper.

I share a cab with to the hotel with another strandee (a total stranger). We get to the Marriott Courtyard Dallas NW Hwy. at Stemmons/I-35E. It’s midnight.

  1. They give her a room at my corporate rate, with no reservation.
  2. They give us toothpaste, etc.
  3. They arrange cabs rides to the airport in the AM.
  4. Then Kim, the night desk clerk — GOES AND FINDS US COOKIES.  I’m pretty sure that they were from her personal lunch. 

Someone at Marriott, please give Kim a raise or a few days of paid vacation.   

Most hotel chains would have stuck me with the cancellation fee, made me may some ripoff last-minute rate, would have stuck my fellow traveler with a worse rate, and generally given us a hard time.

The Lesson:  Extraordinary service get extraordinary word of mouth.  But all my experience with Marriott tells me that extraordinary service is an everyday thing.       

Share This Post

Email to a friend:

Privacy: We won't save or reuse these emails.

Thanks for the word of mouth! Your message has been sent!

Please enter a valid email.

Your email failed. Try again later.

Comments

1 comment. Read them below or add one. (Trackback)

{ 1 comment }

Cabernet Logic June 19, 2007 at 7:45 pm

My Cup Runneth Over…

Taking a few days away from reading and writing always leaves a large stack in my Google Reader. As i scan through them here are the ones from the past few days that are WELL WORTH the reading…enjoy! [They are

Comments on this entry are closed.

Previous post:

Next post:

Your Friendly Host

I'm Andy Sernovitz, a fairly helpful marketing guy. I write about word of mouth marketing, ethics, common-sense business, and entrepreneurship.

I'm an author, professional speaker, consultant, and teacher.

I look like this. I'm a Sagittarius. These are my turn-ons. The greatest album in the world. Full bio here...

I Teach Word of Mouth Marketing

GasPedal LogoYou can have amazing word of mouth.

Word of mouth marketing is something you can do very well. My company GasPedal will help you get started quickly, with simple-but-intense training, honest answers, and eye-opening ideas. GasPedal's fast, how-to marketing strategies are affordable, easy to execute, and deliver measurable ROI in 60 days.

Learn more: http://gaspedal.com

Social Media Business CouncilJoin the Social Media Business Council, a brands-only community that helps large organizations build successful social media programs.

Learn more: http://www.socialmedia.org

Tell a Friend

We will not use email addresses for any purpose other than sending this recommendation. (Privacy Policy)

Thanks for the word of mouth! Your message has been sent!

Please enter a valid email.

Your email failed. Try again later.