Travel Brilliantly: Make an Innovation Invitation Accountable to the Guest Experience
Marriott Hotels
A hotel platform combined a forward-looking brand story with an invitation to contribute ideas about the experience.
Make renewal understandable without confusing aspiration and availability. Identify which parts of the experience are open to change, which are constrained and who will evaluate suggestions. A small venue might ask about the order of information in a visitor guide rather than inviting unlimited redesign of its whole service. Explain what will happen to contributions and what response is realistic. Do not imply that submitting an idea gives the participant control over implementation. A bounded invitation can be more credible than a broad promise because contributors understand the task and the organisation can show how the feedback relates to an actual decision.