Hurricane Preparedness Resources for Franchisees
The safety of guests and associates is always a top priority for Marriott International. As we enter hurricane season, we appreciate the efforts put forth to take care of guests and your associates under stressful conditions. To that end, we’d like to offer hurricane preparedness resources on the following:
- Updating Hotel Status of Business Operations
- Anti-Price-Gouging Laws
- Policies: Leniency with Hotel Pet Policy, Cancellation Fees and Resort/Amenity Fees
- Media Relations Support
All decisions relating to hurricane preparation at your hotel(s) should be made solely by your franchisee, management company or hotel leadership.
BUSINESS OPERATIONS
Please keep your regional leaders (AVPs and Account Executives) informed if your hotel’s business operations are interrupted, and update your hotel’s open/closed status in the Property Status Update Tool one of these ways:
Online: Ready.Marriott.com
Email: salesservices@marriott.com
Phone: (402) 390-1680
This tool is used to inform Marriott’s Customer Engagement Centers (CECs) whether a hotel is closed or operating under limited services which triggers updates to MARSHA/Valhalla and Marriott.com and ensures the CEC associates can answer guests’ questions about a hotel’s status, including cancellation policies.
ANTI-PRICE-GOUGING LAWS
All hotels are reminded about appropriate pricing during times of natural disaster. Many states and municipalities have anti-price-gouging laws to protect consumers during such times. In addition, instituting significant room rate increases could tarnish Marriott’s brand image. You are encouraged to consult with your company’s revenue management experts and legal counsel for advice.
POLICY CONSIDERATIONS
While Marriott International typically does not support changing policies based on specific events, in this circumstance, we encourage hotels to consider leniency with some of Marriott International’s standards.
PET POLICY
During these extraordinary circumstances, many families can be displaced from their homes. Hotels that do not allow pets should consider waiving this policy by allowing guests to bring their pets into the hotel, as appropriate.
CANCELLATION POLICY
For the time being, hotels in areas impacted by a storm should consider waiving cancellation and early departure fees.
RESORT/DESTINATION/AMENITY FEE POLICY
This fee policy is based on delivering specific amenities or services and charging for those services. If these services or amenities are not available, the resort fee should be suspended until the hotel is able to provide the amenity/service and communicate policy changes to the guest. If circumstances allow the hotel to still provide the amenity/service, hotels may continue to charge the fee. Be thoughtful in your application of the resort fee under these special circumstances.
MEDIA RELATIONS
Media relations guidelines are available on MGS. Franchised properties are reminded to seek management company approval on hotel media statements and strategies.
CRISIS MANAGEMENT
Resources are available on the Crisis Management MGS page. If you experience a significant incident requiring assistance or notification of Marriott Risk Management/Global Safety & Security, call 1-888-8CRISIS.
