Marriott Responds To ASTA Concerns


In response to comments and questions from the travel agency community – along with a strong reaction from ASTA – regarding its “It Pays To Book Direct” marketing campaign, Marriott International has issued a statement to clarify its position as it relates to the agency community.

Marriott states, “We highly value our relationship with travel agents and recognize the service they offer to customers. The current digital marketing campaign is simply another common practice effort to create awareness of our existing site to inform customers who choose to make their own reservations.”

The company goes on to say that, “The travel agency community is an important distribution partner for all our brands on a global basis. We believe they provide a valuable service to customers who prefer personal assistance in their travel planning and for those agencies that support our important B-to-B corporate customers’ managed travel programs.”

Marriott also points out that, “For many years, we have worked closely with the travel agency community to make sure they have everything they need to understand and easily book our hotels.”

And it outlines its partnership initiatives which include:

  • HotelExcellence! training and educational programs with more than 41,000 graduates.
  • Famtastic rates which allows the agents to experience our hotels at aádiscounted rate.
  • Marriott’s double commission guarantee, ensuring an accredited travel agent making a reservation at a commissionable rate will have the commission check processed within 15 business days of the guest’s checkout.

Marriott also notes that, “Our recent Book Direct campaign is designed to create awareness of direct channel benefits among customers who choose to make their own reservations. It is designed to inform them about the benefits of booking directly with us, either on, through our Global Reservation Centers, or by contacting the hotel. The marketing campaign focuses on the existing benefits of booking through Marriott’s direct channels e.g. our Best Rate Guarantee and the benefits of being a Marriott Rewards member. Customer awareness of our existing direct channel benefits is low, particularly regarding our Best Rate Guarantee, a policy that has existed since 2004. It is common practice for companies to use initiatives such as these to promote and gain awareness for its services and brands. This is not a new program, rather a marketing campaign of what our direct channels already offer today.”

The statement concludes, “As stated earlier, we believe the travel agency community provides a tremendous value to those customers who prefer professional assistance when making travel arrangements or are required to use their services due to their company’s travel policy. Marriott values these relationships, sincerely appreciates the support to our brands and looks forward to continuing to serve our mutual customers.”