Working a booth for three days at a conference gave me a
lot of time to consider the closed ecosystem of the conference venue/hotel.
In this particular case, it was the Marriott Wardman
Park, but it could have been pretty much anywhere. The Marriott WP is in the
Woodley Park/Adams Morgan neighborhood of the District They Call Columbia, so
it’s not like it’s the only place out in the middle of nowhere. But it’s still
closed.
If you don’t want to take your food and drink from the
hotel, you have to walk outside to one of the eateries on Connecticut Avenue or
Woodley. And if you’re dodging between seminars, workshops and sessions, that’s
extra time you don’t have. (The conference provided no food to the general
attendees, so you fended for yourself.)
Moreover, this past weekend we had temperatures in the
20s, with a wind chill even lower, so making that short trek was even more
daunting a prospect.
The hotel was Metro-accessible, so that’s how my
colleagues and I got there the first day. But on the second, one of them drove
in and parked in the Marriott’s garage. He commented, “I realized the hotel’s
business model: extortion.”
And that’s basically what you get in that closed
eco-system. Everything comes with that we-can-get-away-with-this surcharge. If
you didn’t want to bundle up and brave the arctic wind outside, you just sucked
it up. A plain brewed (not even cold-brewed; whatever that is) coffee is $4,
and don’t even think about refills. So is an apple or a banana. A bare-bones
sandwich is $8. A prepacked salad of a fistful of greens and a slice of tomato
is $10.
And parking your car for two hours is $26.
But it’s more than that. The closed ecosystem means that service
is also we-can-get-away-with-this lackadaisical. Things get done (ish) when
they get done. Or they don’t.
This point was driven home to me on Friday, when a
colleague and I went to get one of those overpriced sandwiches at a
coffee-and-prepacked sandwich stand, the only budget (relatively) alternative
to the hotel bar or restaurant. It being lunchtime, the line to pay was
extensive, and nearly immobile. I noticed two contributory factors:
In an age where everything related to credit card
transactions is done electronically, with purchases under $20 requiring no
signature, the Marriott’s sandwich stand printed out receipts and required
customers to sign them. (With the line for the tip included, so at a minimum
you had to zero that out and write in the total in addition to your signature.)
But then one of the two women working the cash registers
picked up her cash drawer and walked away. Apparently her shift was over, and
there was no replacement. Twenty people lined up were not a concern at all.
Closed ecosystem. It’s like the Mafia, but with sales
tax.