Marriott seems intent on being in the news for the steps they are taking against customer satisfaction. First, they were in the news for jamming their guest's WiFi. Then, they were in the news for not charging their $13 per day PER DEVICE for WiFi access - only if you are a rewards member AND if you book directly through Marriott.

NOW - their brilliant scheme is to up the ante when it comes to penalty fees for cancelations. If you don't cancel your room the DAY before your arrival, you will have to pay the price of one night's stay. Most hotels don't charge a penalty until 6 PM the day of arrival.

Keep in mind that Marriott is a 4 star hotel, whose rates are $200+ per day. One and 2 star hotels don't have any of these adverse policies. You would think that concentrating on promoting news that would increase their customer's satisfaction would be the prime driver for Marriott. But, I guess that if you are Marriott and need to pay your CEO almost $10 million/year, you need to cut corners somewhere.

What's next for Marriott - no leg room in their hotel rooms?

Read the full article here:
Marriott and Hilton Announce Penalty for Last-Minute Cancelations