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Westin Tempe avoids bankruptcy but offers controversial paid services

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Westin Tempe avoids bankruptcy but offers controversial paid services
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The Westin Tempe has narrowly avoided foreclosure and is now offering a range of unusual services to its guests, including selling condoms and paid upgrades. Even elite members of Marriott’s Bonvoy program are being targeted with these offers.

A Marriott Ambassador member, who must spend at least 100 nights and $23,000 annually with the chain, shared pre-arrival offers received from the property. Despite requesting an upgrade confirmed in advance through a Nightly Upgrade Award, the hotel offered to sell him the upgrade instead. Although he was within the window for it to clear and it was available, the hotel required additional payment.

Additionally, the hotel proposed that he purchase a box of condoms for his stay. While Marriott Gold members are entitled to a 2 p.m. check-out and Platinum members and higher to a 4 p.m. check-out, the Westin Tempe offered him a 4 p.m. check-out for $100.

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The practice of merchandising suite upgrades before arrival is somewhat understood but not favored by many members. According to Marriott’s policy, if you redeem a Nightly Upgrade Award and the room is available, they will provide it; however, this is not always true in practice. Availability is often based on forecasted demand – if there’s a chance they can still sell the room, they don’t offer it as an upgrade in advance.

Selling late check-out to elites who are entitled to free late check-out raises concerns about fairness. Additionally, pitching pre-arrival condom sales seems inappropriate for many guests' expectations.

Marriott CEO Jim Capuano once remarked, “When I die, they’ll put the net-rooms growth number on my tombstone.” This statement reflects Marriott's aggressive expansion strategy which may contribute to brand dilution as hotels take fees from any guest willing to pay extra charges.

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