Timeless customer service lessons from an epic Marriott fail

Mark Schaefer
8 min readAug 7, 2018

What a lousy experience I had with Marriott last week. I don’t normally (ever?) point stuff like this out, but this systemic Marriott Fail was so epic, so complete, that it provides a useful case study and a teachable moment. Here is the story:

I just want a room

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Mark Schaefer

Keynote speaker, marketing strategy consultant, Rutgers U faculty and author of 10 books including KNOWN, Marketing Rebellion, and Belonging to the Brand!