The @Marriott hotel chain has seriously dropped the ball on this trending issue-management fiasco. Thousands of guests are suddenly stranded after paying for reservations through the @MarriottBonvoy app only to be told that their reservations are cancelled and that any refunds must come from their now-bankrupt affiliate.
Instead of instantly making customers whole as a responsible corporate citizen would do, Marriott is in full ass-covering and cheapskate mode, pushing people into slow, uncertain refund processes for money charged through Marriott’s own platform.
This never should have happened. Someone at $MAR was asleep at the switch, and an affiliate teetering on bankruptcy should never have been allowed to take pre-paid reservations.
Where was the oversight, and where is the accountability now?
Customer communications - phone and email - have been contradictory, confused, and frankly beneath the standard expected of a global hospitality brand. This debacle deserves a reputational setback.
Until Marriott fixes this, beware: no one should pay in advance for a Marriott reservation. If this is how they deal with customers when things go wrong, that’s a real warning sign that undermines confidence and affects trust in their reputation.
APR = Accredited in Public Relations
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Join Canada’s community of accredited professionals.
Applications for the 2026 APR cohort close Dec. 1.
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🌍 The Global Alliance World PR & Communication Awards 2025 are now open for entries! If your campaign ran anytime from Jan 2023 to Dec 2024, now's your chance to be recognised on the global stage.
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The UN @globalcompact has launched a new Non-Discrimination and Equality Analysis Tool to help companies assess and strengthen their approach to eliminating discrimination in work-related activities.
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For 25 years, companies have advanced corporate sustainability globally in collaboration with the UN Global Compact. Major achievements span the areas of human rights, labour, environment and anti-corruption. 🌍
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Milnes: In light of U.S. President Donald Trump’s threats and his arrogant insults directed our way, Canada’s past prime ministers have sprung into action. And it’s a wonderful thing. @arthur_milnes#cdnpoli
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🌍 Global Alliance Ethics Month 2025 📢
What role do communication leaders play in an increasingly complex world?
📅 Feb 12 | 14-15 GMT
🔗 https://t.co/WWZmEgjC93
This is also good responsive communications leadership.
Fans are worried about the insinuation the team could be moved. Pretty sure the DMs would say that.