An Open Letter to Marriott: When Beauty Gets Overlooked

By Giovanne Schachere, CEO of Mysti’s Adult and Family Services

To Marriott, with Respect—

I’ve been a proud Bonvoy member for years. My work takes me across the country, and time after time, Residence Inn has been my reliable choice—clean, consistent, welcoming. It’s a brand I trust, and one I often recommend to others.

That’s why this recent stay at the Downtown Atlanta Residence Inn, inside the historic Rhodes-Haverty Building, hit me so unexpectedly.

The building itself is stunning—rich with history and presence. But my experience inside told a very different story.

• A used bar of soap left in the bathroom

• Dirty dishes in the cabinets

• Insufficient towels, pillows, and blankets

• A stuffy, uncomfortable atmosphere

• Exhausted, detached staff who seemed like they’d given up trying

I didn’t file a complaint. Not because I didn’t have a reason—but because I looked at the faces of the staff and wondered: Would it even matter? Would it just fall on them, when the real problem feels deeper?

I left with a mix of concern and sadness—not just as a guest, but as a CEO of a community-based organization that works with people experiencing homelessness, housing instability, and justice involvement. At Mysti’s, we understand what happens when environments become neglected—not just physically, but emotionally, systemically.

And what I saw in that hotel is something I’ve seen too many times in other broken systems:

Disrepair is never just about the building. It’s about the people who’ve been forgotten inside it.

Whether someone is staying in a shelter, a transitional motel, or a business-class suite—dignity is non-negotiable.

And when that’s missing, it sends a clear message: “You don’t matter.”

That’s not the Marriott I’ve come to know.

And that’s why I’m writing this—not to shame, but to ask you to notice. Because if this property—this beautiful, iconic building in the heart of Atlanta—can fall this far behind, we have to wonder what else is being overlooked.

A Gentle Call to Action

• Reinvest in this hotel.

• Check in on the staff.

• Reaffirm your values at the local level.

I still believe in the Marriott brand. I still book your hotels. I still want to see your people win. I’d even welcome a conversation about partnering in the future—on how hospitality, dignity, and justice can meet in powerful ways.

But for now, I just hope this letter reaches someone who can walk into that hotel and feel what I felt:

This place—and these people—deserve better.

Respectfully,

Giovanne Schachere

CEO, Mysti’s Adult and Family Services

Bonvoy Member | Community-Based Advocate | Housing Justice Voice