Statement from Arne Sorenson, President and CEO, Marriott International, Inc. Regarding Incidents Involving Business with China
January 11, 2018 5:39am
Marriott International respects and supports the sovereignty and territorial integrity of China. Unfortunately, twice this week, we had incidents that suggested the opposite: First, by incorrectly labelling certain regions within China, including Tibet, as countries in a drop-down menu on a survey we sent out to our loyalty members; and second, in the careless “like” by an associate of a tweet that incorrectly suggested our support of this position. Nothing could be further from the truth: we don’t support anyone who subverts the sovereignty and territorial integrity of China and we do not intend in any way to encourage or incite any such people or groups. We recognize the severity of the situation and sincerely apologize.
In the aftermath of these two events, here’s what we have done. As soon as we became aware of the issue with the survey, we worked to take it down and make the necessary corrections. We also reviewed the other areas on our websites and apps where this type of functionality might exist to make sure the labeling is correct. In China, at the request of the Government, we have taken down our Chinese websites and apps to conduct a full review and audit. We also quickly un-“liked” the tweet and posted a statement of apology on Twitter.
Upon completion of a full investigation into how both incidents happened, we will be taking the necessary disciplinary action with respect to the individuals involved, which could include termination, changing our approval and review procedures for online content, reviewing our customer feedback channels, and enhancing training to ensure these situations don’t happen again. We are also working closely and co-operating with the relevant Government authorities in China.
As a company, we take very seriously the privilege and opportunity we have to serve guests in countries around the world – and particularly in China, a market we have been in for over 30 years. We also take responsibility when we make mistakes. We will learn from this experience, make changes to ensure errors like this don’t happen again, and continue to focus on making sure our Chinese guests feel respected and have wonderful experiences as we have the privilege of serving them in our hotels in China and around the globe.
Tags: marriott international
Marriott International, Inc. (NASDAQ: MAR) is based in Bethesda, Maryland, USA, and encompasses a portfolio of more than 6,200 properties in 30 leading hotel brands spanning 125 countries and territories. Marriott operates and franchises hotels and licenses vacation ownership resorts all around the world. The company also operates award-winning loyalty programs: Marriott Rewards®, which includes The Ritz-Carlton Rewards®, and Starwood Preferred Guest®. For more information, please visit our website at www.marriott.com, and for the latest company news, visit www.marriottnewscenter.com.
Marriott’s Expansion in the Middle East & Africa Aims to Increase Portfolio by 50 Percent and Debut Additional Brands
Andrew Simpson Appointed Executive Chef at The Westin Resort and Spa Langkawi
Owned and Managed by PeachState Hospitality, the Dual-Branded Courtyard and Fairfield Inn & Suites to Open in Lithia Springs, Georgia
Sheraton Dallas Hotel Hires Mark Woelffer as General Manager
Marriott Partners with Owner/Developer Jinshan Investment Group to Debut Le Méridien Brand in Melbourne
Egypt's Legendary Mena House Rebrands as Marriott Mena House, Cairo Offering 331 Guestrooms Close to Great Pyramids of Giza
Strategic Property Partners, LLC Announces JW Marriott Hotels & Resorts Brand as Flag for New Hotel in Downtown Tampa Set to Open in 2020
W Hotels Partners with Sekisui House for New 337-Room W Osaka in Japan Slated to Open 2021
The Buenaventura Golf & Beach Resort Joins Marriott’s Autograph Collection Hotels Following Renovation
New TownePlace Suites Tacoma Lakewood Opens in Washington Led by General Manager Carrie Wells
Marriott International Set to Debut Nearly 40 Luxury Hotels Across Eight Distinct Luxury Brands in 2018
Marriott and YTL Hotels Sign Agreements to Develop JW Marriott and EDITION Hotels in Malaysia
Gekko Group Opens Roomers Munich, an Autograph Collection Hotel, in Germany
Host Hotels and Resorts Rebrands The Former Ritz Carlton, Buckhead as The Whitley, a Luxury Collection Hotel
New 106-Key SpringHill Suites by Marriott Opens in Collegedale, Tennessee with General Manager Bill Mish at the Helm
White Lodging, REI Real Estate Services and Poe Companies Plan Dual-Branded Autograph and Moxy Hotel in Downtown Louisville
New 165-Key TownePlace Suites Miami Airport Opens in Florida Led by General Manger Edgardo Rodriguez
Marriott Has the Largest Construction Pipeline of Any Franchise Company in the U.S.
Ian Schrager Partners with Marriott International to Launch Seven New EDITION Hotels in 2018
SpringHill Suites by Marriott Set to Open in Coralville, Iowa Led by General Manager Terri Alter
Please login or register to post a comment.