Marriott International
Marriott International is a global hospitality company that owns, manages, and franchises a broad portfolio of hotel and lodging brands across luxury, premium, and select-service segments. It serves business and leisure travelers worldwide through its branded properties and loyalty programs, generating revenue primarily from hotel operations, franchise and management fees, and related hospitality services. The company also earns income from timeshare, residential, and ancillary travel offerings.
- Revenue
- $22.8B
- Employees
- 411,000
- Founded
- 1927
- Headquarters
- Bethesda, United States of America
What 25 Arbolus experts think of Marriott International
NPS scores are overwhelmingly positive, with over 70% of responses in the 9–10 range. Renewal intent is strong, especially among high-spend, long-tenured customers, though a minor segment expresses uncertainty. Stickiness is robust, with the majority of customers reporting usage for over a year. Key feedback highlights brand strength, loyalty benefits, robust distribution, and consistent operational support, tempered by some concerns around brand fit for bespoke properties and operational flexibility. Overall Customer Sentiment: Positive
Who reviewed Marriott International
- C-Suite 76% (19)
- Director 12% (3)
- Manager 12% (3)
Employer names and spend open in the full report, along with the other 22 customers.
Everything 25 customers told us about Marriott International.
Employer names, spend, renewal intent and every written answer behind the numbers on this page.
Sentiment
72 Net Promoter Score, from 25 scored reviews- Promoters 19
- Passives 5
- Detractors 1
Cumulative NPS by month
+0 over 6 months- Apr 9
- May 9
- Jun 9
- Jul 9
- Aug 9
- Sep 9
Net Promoter Score across 2 reviews, accumulated up to each month. Category median 49 across 2 companies.
Praised
- Exceptional Commercial Value and Global Reach
- Breadth of Options and Loyalty Benefits
- Consistency and Reliability
- Broader Loyalty Program Features
Criticised
- Limited Fit for Independent Properties
- Operational Rigidity and Brand Requirements
- AI-Driven Alternatives as Emerging Gap
- Changing Owner and Guest Preferences
What customers say
Renewal intent
Plan to renew 60%Plan to renew, by seniority
- 63% 8 answers
- 50% 2 answers
- 9.3/10 Average score from customers who will renew
- 7.3/10 Average score from undecided customers
- 9/10 Average score from customers not renewing
Top alternatives
Most weighed by Marriott International customers
Report
For people who use Marriott International
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