Luxury resorts and hotels have long been the symbol of the hospitality industry. When you think of hospitality, you picture sophistication and impeccable service.
Marriott International is one of the industry giants that stands for excellence. With a massive network of properties across the globe, Marriott International has taken over the hospitality industry and set standards that every other hotel now strives to achieve.
However, the deep inner workings of Marriott International aren’t as shiny and pretty as we would like to think. Allegations of whitewashing and a string of criminal investigations have been brought up to shed light on the darker side of the hotel industry. One example of this is Marriott’s ongoing investigation in Poland.
The Marriott criminal investigation and whitewashing allegations have stirred up the way consumers view the hospitality industry. It’s no longer just about the way Marriott conducts business. These incidents have highlighted the flaws of the whole industry, which is why the conversation has spread to industry-wide reform.
Breaking Down Marriott International
Founded in 1927, Marriott International has grown into a worldwide hospitality powerhouse with a presence in more than 130 countries. Even if you haven’t heard of Marriott International, you’ve likely heard of the various brands the company operates under, such as JW Marriott, Ritz-Carlton, and Sheraton.
With a reputation for delivering memorable guest experiences, the company’s widespread acclaim is understandable. However, Marriott International’s recent incidents have tarnished its squeaky-clean image.
The Criminal Investigations Putting Marriott’s Image in Question
Marriott International has faced multiple criminal investigations in recent years. These criminal investigations have caused customers to question the company’s commitment to accountability and ethical practices.
One of the most shocking cases involved allegations of forced labor and human trafficking within its supply chain. This case was mainly concerning housekeeping staff. These investigations revealed that some employees were subjected to abusive treatment, excessively long working hours, and substandard working conditions.
The results from these investigations have questioned Marriott International’s reputation as a responsible employer, with many people calling for greater reform and transparency within the company’s labor practices.
Marriott’s Whitewashing: What Are They Trying to Hide?
Whitewashing is the act of downplaying or covering up wrong or bad incidents with the sole intention of maintaining a positive reputation or image. This whitewashing act has become a significant concern within the hospitality industry – and Marriott is at the center of these controversies.
Many critics believe that the company has used certain tactics to lessen the impact of criminal investigations. The theory is that these whitewashing tactics were used to protect the hotel giant’s reputation and bottom line.
A prominent example of this was when a sexual assault case was reported at a Marriott property. Marriott International's management came under scrutiny and was accused of downplaying the incident, not fully cooperating with law enforcement, and not providing adequate support to the victim, all to avoid any negative publicity.
Here are more examples of whitewashing within Marriott International:
Environmental Impact Concerns
Marriott International has been accused of “greenwashing” (a type of whitewashing where businesses pledge to environmental sustainability without delivering on these promises).
Although this isn’t a criminal matter, critics still believe this is an issue that needs to be brought up. These critics have pointed out the company’s more extravagant operation methods that neglected more sustainable options.
Downplaying Safety and Security Concerns
Many believe Marriott to have downplayed safety and security concerns regarding personal data breaches or reports of theft. These cases of whitewashing have led to the impression that these hotels are safer, which could potentially jeopardize guest well-being.
Inadequate Responses to Bad Reviews
The company has been accused of pressuring guests to edit or remove negative reviews on online platforms. The biggest problem with this type of whitewashing is that the company is manipulating public perception and making it seem better than it is in reality.
Human Trafficking Within the Organization’s Supply Chain
As mentioned before, one of the most outrageous whitewashing allegations is that Marriott International has human trafficking operating within its supply chain.
These allegations of human trafficking and labor exploitation are nothing new, but it’s something that has sparked much public outrage and called for a complete reform in how the entire hotel industry operates.
Critics have spoken out about Marriott’s failure to address these concerns transparently and effectively. Many believe it is an attempt to whitewash the company’s involvement in unethical labor practices.
Sexual Assault Incidents
Reports have been released that found many guests alleged incidents of sexual assault while staying at Marriott properties. In some of these cases, these victims have accused Marriott’s management of mishandling their cases while also downplaying the assaults and severity of the incident. Some victims have also come out to say how management didn’t provide proper cooperation with law enforcement or adequate support to the victims.
Where Is the Corporate Accountability and Responsibility?
Reputation is everything to a company, which is often why businesses, especially in the hotel industry, will boast about management’s commitment to ethical practices and corporate social responsibility (CSR).
However, the whitewashing allegations and criminal investigations around Marriott International have shown the prevalent discrepancy in the company’s public image and how it actually conducts business.
A massive concern for customers and members of the public is Marriott’s lack of transparency in addressing all alleged wrongdoings and criminal incidents. Investors, customers, and employees are now demanding accountability and the implementation of ethical work practices that resolve the many issues being discussed in many whitewashing scandals.
Wrapping It Up
Being a giant in the hotel industry with an influence on how other hotels operate, whitewashing scandals don’t end with the Marriott criminal investigation. There are far broader implications for the hotel industry. Stakeholders are more informed and conscientious, which is why they prioritize businesses that align with their values.
The tarnished image of the hotel giant has now made consumers rethink their loyalty and trust, but not just for the brand. There are now questions about the entire industry’s ethics and conduct. Because of these whitewashing allegations, industry-wide reform and introspection are needed to regain public confidence.