Reader Joe shares details of his stay at the Renaissance Fort Lauderdale Marina Hotel and discovers a fascinating tactic for what seems like a miserable property to game its satisfaction scores with Marriott.
The hotel was running $322 for the night, including taxes. Marriott was charging 40,000 points for the night. It’s a Port Everglades property, frequented by guests transiting cruise ships. The hotel used to have a lounge, but it is closed.
Here were a few initial notes on the property,
Ice machines only on even numbered floors. Gross. See photos. Rooms okay, laminate flooring, small footprint bathrooms, sufficient, but that’s it. Cannot use the tub/shower spigot control without getting drenched. That’s a big thumbs down.
Guest rooms have different “colors” of interior lighting; daylight, soft white, warm white, etc. too.. Mis-matched carpet on guest room floor corridors.
Complimentary lobby coffee only had 20 oz paper cups and sugar in the raw (no white granulated, but pink/blue/yellow sweeteners). Carafe of cream.
Hotels frequently send out surveys after a stay. The results of those surveys matter between the property and the brand. For instance, Marriott might increase oversight of underperforming properties. This can include mandatory Quality Assurance or Brand Performance inspections that lead to required fixes.
Hotels that consistently score below benchmarks may have to make investments in their facilities, which owners often chafe against, and face financial penalties. The chain might also also withhold promotion of the property.
This property has figured out how to game the survey.
Nothing about this property deserves anything close to a positive review, EXCEPT MAYBE THE LOCATION. And maybe expect my evening meal. I only ate a room service meal here (penne Alfredo pasta, quite tasty).
…the Ren is currently advertising their extortion of a positive (nine or ten review). These 8×11’s are posted in each guest room level elevator lobby.
Anything below a 9 or 10 is negative. The hotel incentivizes giving 9s and 10s. A hotel that actually wants to be better would incentivize providing constructive feedback. Here they incentivize helping them skirt Marriott brand standards. That’s the most franchised Marriott thing ever.