Guest Reviews: Marriott International Case

Student’s Name

Institutional Affiliation

If I was in charge of including guest reviews at Marriott International, I would add the reviews and even encourage guests to provide the reviews. This is because guest reviews give the management the customer perspective about the services provided at Marriott International. In addition, the positive guest reviews about the hotel will promote the image of the organization in the market. When displayed on the website, other prospective guests will get a reason to prefer Marriott International over other hotels. By doing this, Marriott International will gain a competitive advantage out of the guest reviews.

In addition, the use of reviews for guests will help Marriott International to gather important information from customers that will help the management improve the services of the organization. The reviews will provide customer feedback about the services they received at Marriott International and the level of their satisfaction. Through the analysis of the reviews, the management at Marriott International will change their services in line with the customer demands. At the same time, guest reviews will help Marriott International to introduce new products and services that customers had expected to have but did not. This information can only be obtained through the use of the reviews.

Because of the importance of the guest reviews, I would make it easy for the guests to present their feedback through the reviews. I would add the reviews in all the areas where the guests are located or at liberty to interact with the hotel. For instance, I would formulate brief review forms and place them in the guest rooms, restaurant lounges and on the website of the organization. This will give the guests a wide variety of platforms to provide the reviews about the services at Marriott International.