Peter Barrett comments in The Telegraph on Marriott’s reputational fallout following Sonder’s collapse

Following the sudden collapse of Sonder, which filed for bankruptcy this week, global hotel chain Marriott has been forced to deal with the fallout after hundreds of guests were reportedly turned out of properties mid-stay. The development leaves the hotel giant grappling with the reputational consequences of a partner’s downfall, as customers express outrage over cancelled bookings and delayed refunds.

Commenting in The Telegraph, our Partner Peter Barrett said:

“The golden rule of thumb is that customer perspective is everything. In a situation like this, it shouldn’t be individual customers that suffer – but frankly that horse has already bolted. This is bad – it’s a perilous situation for Marriott, reputationally speaking and commercially in future. It reminds me of the Thomas Cook collapse, when so many holidaymakers were left high and dry – but they were ATOL protected and the CAA swung into action. This is very different”

Peter added that Marriott will need to handle the situation with care to avoid further reputational harm.

“It’s the only name left in the game. Sonder doesn’t have to worry about reputation because it’s no longer with us. I would have expected Marriott to have scenario-planned the hell out of a situation like this, but there’s definitely a question mark over its crisis planning.”

Read Peter’s comments in The Telegraph here.