A property in one of the world’s largest hotel chains has been accused of allegedly bribing guests in return for positive reviews.
Aloft Miami Brickell, run by Marriott International, is located in Florida and promises ‘contemporary rooms’ with comfortable beds and top-notch facilities.
However, the hotel has apparently promised Marriott Bonvoy members points for leaving top feedback in a survey form.
An email sent to members offers guests 3,000 points if they give a ‘top score’ after their stay, Loyalty Lobby reports.
According to the publication, customers received an email that began with: ‘It was truly a pleasure having you with us at Aloft Miami Brickell.
‘We hope your experience was enjoyable and that the vibrant energy of our hotel matched your rhythm during your stay.’
It then goes on to invite guests to ‘share their thoughts’ and complete a survey.
‘A perfect 9 or 10 not only inspires our team but also helps us continue raising the bar in service and hospitality,’ the email allegedly stated.
Aloft Miami Brickell, run by Marriott International, is located in Florida and promises ‘contemporary rooms’ with comfortable beds and top-notch facilities
However, the hotel has apparently promised Marriott Bonvoy members points for leaving top feedback in a survey form
The correspondence reportedly went on to say: ‘As a token of our appreciation, we will be happy to award you with 3,000 Marriott Bonvoy for completing the survey with a top score.’
The Daily Mail has approached Marriott for comment.
According to Loyalty Lobby, Marriott’s Brand Standard Audit Manual and Guest Voice internal guidelines outline that properties ‘must not offer compensation, incentives or rewards’ for ‘a specific survey score’.
Aloft Miami Brickell has an impressive four out of five score on Google Reviews with 1,446 ratings.
‘I came down for a last-minute trip with friends and had a wonderful experience,’ someone gushed.
While on TripAdvisor the establishment has a 3.8 out of five rating and 767 reviews.
One person gushed: ‘Perfect location walking distance from everything! Great staff! Cool vibes.
An email sent to members offers guests 3,000 points if they give a ‘top score’ after their stay, Loyalty Lobby reports
‘Take advantage of all the free transportation as well.’
However, another customer alleged in their review they were sent the email after staying at the hotel.
They penned: ‘Received an unethical email from this hotel after my stay.’
‘After I checked out of this hotel I received the following email,’ they added, before pasting a copy of the alleged correspondence.