Marriott International, a dominant force in the hotel industry, is under fire after the New Orleans Marriott Warehouse Arts District posted a sign that says “Benches are for Marriott employees only.” While Marriott supposedly aims at bystanders or non-hotel guests, many think that the company makes guests feel unwelcome.
To many guests, the sign feels like Marriott’s stern tone clashes with its own reputation for warmth and hospitality. In this Facebook post, a photo of a bench with the “employees only” sign drew sharp criticism, and an article from View From The Wing also sparked debate and complaints.
Many of them described New Orleans Marriott Warehouse Arts District’s message as heavy-handed and unwelcoming, particularly for the loyal guests, in a place that celebrates the biggest Mardi Gras in the U.S. and is a famously rich cultural melting pot.
Marriott New Orleans Faces Backlash After Posting A Ban Sign
The New Orleans Marriott Warehouse Arts District is housed in a 19th-century warehouse, close to the French Quarter, the New Orleans Garden District, and the Central Business District. The benches are part of the hotel’s common area and are publicly accessible, but are becoming problematic due to “uninvited” guests using them.
Marriott posted a sign that the benches are for employee-only use, along with “No Smoking” and “No Loitering” plastered on the red brick wall. But while the hotel meant no harm to guests, the sign makes people feel as if the hotel guests aren’t welcome to use the benches, as it explicitly says “for employees only.”
Having been known for its vibrant nightlife, superior cuisine, and Mardi Gras, the Big Easy welcomes thousands of visitors, and businesses surely want no one but their clientele to feel welcome and feel safe. The benches, though, at Marriott, are easily accessible, inviting non-hotel guests to “sit” and perhaps take a pause for a moment when wandering the city.
But Marriott wants to keep smokers, loiterers, and perhaps panhandlers and drunkards away from its premises, as guests properly pay for a comfortable stay and safety.
The Public’s Reaction To Marriott’s “Employees Only” Sign In New Orleans
While the sign outlines behavioral restrictions, many guests think that the wording makes them feel unwelcome, as if they’re not allowed to use the benches. Safety policies are understandable, but for the public, the sign creates a division between guests and employees’ interactions for a better and welcoming experience.
One individual commented on an article from View From The Wing and said that “we should know that most businesses ‘open to the public’ can still restrict certain areas and behaviors, so long as it isn’t discriminatory.”
A Facebook user also commented on the post with a photo of the sign and jokingly asked if it was “the new M Lounge,” or Marriott’s M Club, where locally inspired cuisine and cocktails are available to Platinum Elite, Titanium Elite, and Ambassador Elite Marriott Bonvoy members, although some Marriott hotels offer exclusive access for a fee.
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Here’s what others think of Marriott’s “For Employees Only” sign in the New Orleans Warehouse District hotel |
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“It’s due to all the platinum credit cards taking away the benches from those who earned their status.” |
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“Why not just hire a doorman?” |
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“Like, the hotel’s sign should not say, ‘No Swedes,’ because that’d be discrimination based on nationality, which is a no-no. Yet, these days, anything is on the table because the far-right is abusing its power. Let’s be real, if it were them, they’d probably go with… ‘No Somalis’ based on our Dear Leader’s Christmas hate-posts.” |
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“I’d have just gone with: ‘Nice sign. Good luck enforcing it.’ Or, fine, needlessly vilify the homeless.” |
One individual, though, said that the sign is “for employees and currently registered guests only,” although it’s not boldly stated. Still, for the public, it appears unwelcoming if Marriott only wants to address loitering and smoking issues within or around its premises.
Will Marriott’s Ban Sign Affect Guest Trust And Loyalty Programs?
Like many other hotel chains, Marriott’s customer loyalty base is centered on safety policies and excellent customer satisfaction. And while the ban sign that quickly spread online may not have a very massive and conflicting impact on customer experience and loyalty program, the public’s reaction might underscore a broader traction between Marriott’s hospitality goals and New Orleans’ local perception.
Marriott has some of the most incredible hotels around the world, offering great loyalty programs for its guests. Marriott even allows its guests to use free night certificates under its Free Night Awards across its hotels and resorts that have the Marriott Bonvoy Loyalty Program.
Is the sign too strict? Is it too unfriendly and unwelcoming? For Marriott, it might just be its way to address behavioral issues in New Orleans that greatly affect its customer experience, especially since the Big Easy is a high-traffic tourism destination.
But as the public’s reaction to the ban sign, it’s still “bad framing” and unwelcoming for guests, who often expect a premium and consistent customer experience, not just in New Orleans, but across Marriott’s hotels and resorts.
Marriott International has yet to respond to TheTravel’s request for comments.