Observe and report

Dear Detroit Marriott at The Renaissance Center,

I attended my annual research conference in you this week. I am NOT a fan, and I will not be back (unless I have absolutely no choice).

How do I loathe thee? Let me count the ways:

1. Your staff is not prepared for guests. The line was 10 deep for check-in, and you had one person actually working. Three other employees — one of whom looked like a manager — were at the other end of the counter chatting. Do their eyes work? Couldn’t they see the line?
2. Your building is not prepared for guests. There are six elevators “servicing” floors 40-70. Only two appeared to be working. A gang of fellow conferencers and I waited 10 minutes Thursday night for an elevator to take us down.
3. Your events staff is not prepared for guests. Two thousand people attended the last in-person AEJMC conference (Toronto, 2019). That is standard for this conference. Yet nothing was set up to handle this influx of people. Your staff selected large rooms for small events (e.g., the University of South Carolina alumni breakfast featured three tables for eight in a cavernous room) and wee rooms for major events. For example, the Broadcast and Mobile Journalism group awards ceremony and reception was in the tiniest conference room I’ve ever seen. No tables. For an event that featured food and drinks. Group leaders who got to the event early drug in tables and chairs for the 50 or so attendees. Way to go, Marriott!
4. Your technology support is not prepared for guests. This conference is primarily for journalism/mass communications professors. You know: People who communicate. They have devices that need to be charged. Outlets were few and far between.

The various other problems fellow attendees and I experienced had to do with The Renaissance Center in general. It is, generously, an atrium-focused maze of wasted space.

There is a shocking lack of open restaurants. Again, conference of 2,000+ people (and AEJMC was one of at least three going on at once). Hotel with 70 floors of rooms. Yet, it was hard to find a place to eat. Literally (see maze above) and because so many were closed. Note: There was a VERY bougie seafood restaurant open, but who wants to pay $75 for shrimp?

Then there is the location. You are on the Detroit River. So a riverwalk with shops and restaurants would make sense. Apparently, it only makes sense to me. I would not say the United States side has ample commerce. The Canada side (Windsor) looks promising.

But once again, you can’t get there from here if you don’t have a car.

I realize that the pandemic took a toll on the hospitality industry. That said, people are traveling again. Conferences are back in person. Do better, or you won’t have guests to piss off anymore.

Sincerely,
Bonvoy Member on Floor 47