I have been a loyal Marriott customer for years. Here is a new un-selling strategy they are using:
A look at an attempt to go to their only restaurant a few minutes ago: 25 people in line, 20+ tables open and 15+ minutes to be seated! I left and went to Mel’s drive-in. “Why?” I asked the concierge. She replied, “Those poor girls have to use a computer system called Open Table to seat you, and are not allowed to just seat you! It is hard to do and they are working as fast as they can.” The general manager will hear from me later today about how they pushed over 30 people away just this morning. 94% of problems are due to poor systems. Dear Marriott, please do not have a system for the sake of having a system! Make sure your systems make sense. Restaurant seating is not science, it’s about humans!