Marriott urged to rethink ‘anti-corporate’ Wi-Fi offer

Marriott has been asked to rethink its free Wi-Fi offer for loyalty scheme members as it undermines negotiated rates arranged between hotels and travel companies.

The Institute of Travel and Meetings (ITM) said the offer could hinder money management and breach care of duty as it would mean business travellers booking outside of company booking tools to get the benefit.

“We are disappointed that Marriott has embarked on an anti-corporate initiative. We recognise the importance of rewarding loyal customers with complimentary services or amenities. For hotels, these people usually come from the business travel community,” said Mark Cuschieri, chairman of ITM’s industry affairs group.

He added: “But when there is an effort to attract business travellers away from approved corporate channels it becomes a major problem. On behalf of our members I request that Marriott reconsider its position and simply recognise the traveller for loyalty instead of seeking to use them as an opportunity by stealth to reduce overall distribution costs whilst undermining negotiated corporate hotel deals.”

ITM chief executive Simone Buckley added: “Traveller compliance to the managed travel programme is critical from a duty of care perspective as well as delivering market share to preferred suppliers. We do not believe that a corporate traveller who is a Marriott Rewards’ member should be excluded from benefitting from free Internet access simply because of the distribution channel that their organisation has asked them to use.”

A spokesperson for Marriott commented: “We understand the concern, but direct booking is Marriott’s best opportunity to build a strong relationship with guests, prepare for their arrival and best understand their needs. Free Wi-Fi is one of many benefits that come to Marriott Rewards members who book directly.”