2. What are the touch points
they are active on?
3. Facebook
One or two day post
Responses post in less
than 24 hours
Thanks to nice
comments.
4. Twitter
Several post per day
Promptly replies
Lots of nice comments
with a thank you
response
5. Google plus
Lots of photos
Give a lot of
information of new
locations
Activities post very
often
Also some videos are
post
6. YouTube
Lots of videos publish
almost daily
Information for share
holder or future share
holders.
Lots of videos of the
history of the brand
7. Instagram
Response to pictures
of guest.
Lost of photos from
them and their guest
They promote
activities and events
in Instagram with
pictures.
8. Conclusion:
Marriott Hotels and Resorts has develop a
great way to keep in contact with their
customers. they work very hard to keep in
touch with those gust that take their time to
write to them. Also they promote very well
the hotels by replying to those negative
messages in a very professional way.
9. My Recommendations
They have all these platform but there is not a
direct access from their website. This make it
more difficult for guest to see all these different
communication tools .
Also when they post a picture they should
comment where that picture was taken and by
who. That way the guest can get an idea of how
their hotel looks.
