Marriott needs some UI and customer-centric help

Just went through an annoying hotel booking process.

I was hoping to get a corporate rate, for which I would have to call and ask for it. I finally gave up sitting on hold, figuring that the cost of me on hold (wasted time) was probably close to the discount I might eventually receive.

Went online, and see the the Marriott hotel we’ve been recommended have two different room styles for almost the same price (one has the word “spa” in the name) but there is nowhere easily found on the site with information about what these rooms actually contain, or hey, what they look like.

I pull the trigger on the fancier rooms. I fill out all the online forms to book the reservation. The UI has a little spot to send in comments. It’s nice and wide and is about three lines long. There is text that says “45 characters maximum, including spaces” but I see the box not the warning, and I put in a whole message about our arrival. Nope, they send me back several times until I get it down to 45 characters, which is less than 1/3 of the available space.

My confirmation arrives and buried in all the visual jargon is a little notification:
Promotional email unsubscribe
Periodically, Marriott Rewards sends email about your account balance and membership status, member exclusive specials, and other program information that may be of interest to you. If you prefer not to receive these promotional emails, you may unsubscribe here.

I click on that, and it takes two steps (including specifying which of all the possible newsletters they generate do I want to unsub from), and then they tell me Please allow 10 business days for processing.



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