Marriott Rewards recently asked for member feedback on FlyerTalk.com before making changes to their elite program. Marriott asked Gold and Platinum members if they would accept a free drink and appetizer voucher in lieu of lounge access on Sunday evenings at low volume properties and whether they would like to automatically receive points instead of the Platinum arrival gift–or if they have other suggestions for arrival gifts.
The post received several pages of responses from members and they expressed appreciation for the gesture of asking for feedback before implementing any changes. As one member enthusiastically responded, “Cool of you to ask before just implementing something we dislike or no one wants at all.” A couple of suggestions from members that were repeated included free Internet for elite members and to leave the lounge open, but unattended if necessary, so members could access complimentary water, soft drinks or juice. Any change will invariably upset some members, but asking members directly what they want is a smart move and we applaud Marriott Rewards for soliciting feedback from those who will be affected by any modifications to the program. You can read the thread at http://www.insideflyer.com/link/?1569