Hospitality: Marriott Adds In-Room Camera To Confirm Guests Are Enjoying Resort Fee
The chain said passive enjoyment can be hard to measure, especially when guests keep using words like scam in the privacy of their rooms.
Marriott has begun testing in-room cameras that confirm guests are enjoying the resort fee added to their stay.
The cameras monitor whether travelers are making proper use of included amenities such as lobby citrus water, pool-adjacent towels, Wi-Fi that remembers 2011, and the opportunity to wonder why the room cost $97 more than advertised.
"Resort fees work best when guests feel the value," said hospitality revenue director Kendra Fallow. "If a guest sits on the bed saying 'what the fuck is this charge,' we want to know how to improve that moment."
The company said footage will not be used for anything beyond billing confidence, guest-satisfaction analytics, and identifying travelers who roll their eyes while opening the folio.
Guests uncomfortable with the cameras may cover them with a towel for a $14.95 towel activation fee.
