Marriott International (MAR), one of the world’s largest hotel chains, had a year of notable achievements and a few setbacks. The chain behind brands such as The Ritz-Carlton, St. Regis, and JW Marriott operates more than 30 brands and nearly 9,600 properties in 143 countries and territories.

In 2025, in just one quarter, Marriott added 120 properties and 17,903 rooms, focusing on its asset-light franchising segment, according to analyst Daniel Javier for Seeking Alpha. Luxury offerings remained a priority, with 26 new hotels opening in India and 1,900 rooms added to its portfolio. 

However, Marriott also faced controversy. In November, the Maasai ethnic group filed a lawsuit to demolish a new Ritz-Carlton luxury safari camp, claiming it blocks a key Serengeti wildlife migration route. 

Meanwhile, a Fairfield by Marriott posted a sign stating that complimentary bottled water isn’t included, even for elite members, unless they select a “market item,” drawing mockery online, according to Veronika Bondarenko of TheStreet.

More recently, Marriott caused guest backlash with a new ban.

Marriott New Orleans drew attention with a sign reserving benches for employees.

Image source: HWall/Shutterstock

Marriott New Orleans sparks backlash after posting a ban sign

The New Orleans Marriott Warehouse Arts District caught attention from guests due to a sign saying “Benches are for Marriott employees only.” 

The hotel is located in a 19th-century warehouse, close to the French Quarter,  the New Orleans Garden District, and the Central Business District. 

“Our New Orleans hotel in the downtown area enjoys an excellent location across the street from the New Orleans Ernest N. Morial Convention Center. Host events from 26,636 square feet of revamped event space and fuel up for the day ahead at our full-service Starbucks,” reads the description on Marriott’s hotel page. 

The benches in question are part of the hotel’s common area and are easily accessible by the public, which Marriott appears to prefer the public not use. A sign noting that the benches are for employee-only use is next to “No Smoking” and “No Loitering” plastered on the red brick wall, writes The Travel.  

Does the sign mean that hotel guests, no matter their status, aren’t welcome to use the benches? 

Understanding Marriott’s employee-only bench policy

While the water bottle incident is clear, as the hotel giant plainly states that  complimentary bottled water isn’t included unless guests select a “market item,” the sign designating benches only for employees is somewhat confusing. 

View from the Wing’s Gary Leff, a recognized expert in miles, points, and business travel, believes that the New Orleans Marriott sign “employees only” isn’t really about keeping guests out, but instead is meant to prevent loitering, smoking, panhandling, and other security issues near the entrance. 

“This sign is almost certainly not about guests. It’s in New Orleans. It’s about loitering control. They’re also flagging NO LOITERING and NO SMOKING. That says, we’ve had people hanging out here who aren’t supposed to be here and we want them gone,” writes Leff for View from the Wing. 

While the intent was maintaining security and staff space, the sign gives a poor impression of hospitality and might have been handled more tactfully with design changes, such as divided benches or better lighting.

Leff further notes that the sign is not ideal for either guests or staff, as guests feel like they are not welcomed, and staff get a message along the lines that their breakout area is out on the sidewalk, under a “No Loitering” sign. 

Guests react to employee-only bench policy at New Orleans Marriott 

Online readers also weighed in on Marriott’s approach, providing insight into guest perceptions.

In the comment section of View from the Wing, one reader expressed frustration with the signage, noting it may not deter loitering effectively. While anecdotal, these reactions illustrate how guests perceive the policy.

User Mantis wrote, “…Now there’s a sign, oh my…that will surely solve the problem.” 

A user with a spontaneous username “This comes to mind” suggested a more precise sign: “For employees and currently registered guests only.” 

Other guests suggested the hotel could have hired a doorman, while another noted that a sign is less expensive.

Overall, comments suggest that a world-class hotel brand such as Marriott could have managed the situation more subtly with alternative signage or layout changes.

Marriott in 2025: key takeaways 

While guest reactions to the new policies highlight struggles in hospitality and brand perception, Marriott’s broader business operations in 2025 confirm both resilience and growth. Despite occasional controversies, the hotel giant continues to expand its portfolio, dominate new markets, launch special deals for its loyal members and deliver strong financial results. 

Marriott’s milestones in 2025: 

  • Growth: Marriott added nearly 17,900 rooms in Q3 2025, reached a record pipeline, and returned $3.1 billion to shareholders, as reported in Marriott’s Q3 Earnings Report. 
  • International strength: International and higher-end markets continued to outperform the U.S. and Canada in RevPAR, as per Marriott’s Q3 Earnings Report. 
  • Residential expansion: Marriott expanded its branded residential portfolio across EMEA, signing nearly 20 new deals in 2025, according to Marriott’s official press release. 
  • New brands: Marriott launched Series by Marriott and hit 100 City Express signings in the U.S. and Canada. (Source:Marriott) 
  • Africa plans: Marriott plans to add 50+ properties and 9,000 rooms in Africa by 2027. (Source:Marriott)

Marriott’s challenges in 2025: 

  • Sonder fallout: Marriott ended its licensing deal with Sonder, which later filed for bankruptcy, causing customer and employee disruption, reported TheStreet. 
  • Cost & loyalty pressures: Rising loyalty program costs and OTA commissions challenged Marriott, prompting a focus on direct bookings and perks, according to Deep Research Global.
  • Mixed market performance: International markets grew, while U.S. & Canada RevPAR lagged in some quarters, according to Marriott’s Q3 Earnings Report. 
  • Another lawsuit: In November, Marriott was sued again in relation to land‑use, indigenous and cultural‑heritage disputes tied to hotel developments, reported TheStreet. 

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