The American Society of Travel Agents says Marriot International’s new Wi-Fi policy discriminates against clients who book through agents and could undermine the client-agent relationship.
Last week Marriott said it would offer free Wi-Fi to all loyalty members who book through direct channels – at Marriott.com, via Marriott’s mobile app, a call center or directly with a Marriott hotel starting from January 15, 2015.
ASTA CEO Zane Kerby said it has told Marriott executives of its concerns about the policy.
"Our message was clear: the policy discriminates against consumers who use travel agencies and is not likely to be well received by them," Kerby said in a statement.
"We explained our understanding that most travelers now expect Wi-Fi to be available when traveling. Marriot’s plan to offer free Wi-Fi as an inducement to travelers who book direct with a Marriot brand or through Marriott.com will disadvantage loyal travelers who use the travel agency distribution channel."
"This Wi-Fi policy seems inconsistent with the pro-travel agent posture that Marriott has followed in the past. Agents who object to Marriott’s plan should communicate their views directly to Marriott," Kerby added.
