Marriott CEO Arne Sorenson passed away last week after a pancreatic cancer battle at the age of 62.
Marriott has replaced him with Anthony Capuano, who has been with Marriott since 1995.
Marriott bought Starwood some 5 years and proceeded to dismantle the reasons why people were fiercely loyal to the brand. Elite benefits were cut, hotel standards went down, credit card spending became far less rewarding, and customer service fell off a cliff. Starwood executives jumped ship to Hyatt to make that program gain Starwood’s cult following.
With an internal replacement, I doubt we’ll see that change anytime soon, but time will tell how the new CEO will leave his mark.
In other Marriott news, they are finally offering free COVID testing in Latin America resorts. That comes a month after Hyatt made the same offer when COVID tests became mandatory in order to return to the US.
Unlike Hyatt though, the offer is only valid at select properties. But that’s just Marriott being Marriott. So much potential, but such poor execution.
Here’s hoping the new CEO can turn that ship around.