Marriott Expands Mobile Check-In and Check-Out Service

Marriott is currently expanding its mobile check-in and check-out feature.

Now, eleven additional brands – The Ritz-Carlton, JW Marriott Hotels & Resorts, Renaissance Hotels, Autograph Collection, AC Hotels, Courtyard, SpringHill Suites, Fair field Inn & Suites, Residence Inn, Towne Place Suites and Marriott Executive Apartments are joining the nearly 500 properties of the company’s flagship Marriott Hotels brand in providing mobile check-in and check-out to guests.

With these latest additions, these services are immediately available at 1,200 properties worldwide, and will be live at more than 4,000 hotels worldwide by year-end.

With the Marriott Mobile app, check-in and check-out has never been simpler. Marriott Rewards members receive a push notification on their Apple iPhones or Android devices after 4 pm on the day before their arrival alerting them they can check-in. They then receive an automatic notification when their room is ready. Communicating in advance means the hotel is prepared for their arrival, and because payment information is stored within member profiles, guests simply walk up to the expedited mobile check-in desk where their pre-programmed key card will be waiting for them.

At the end of their stays, guests receive a push notification alerting them that mobile check-out is available. Upon completion, guests will then be prompted to provide an email address where their bill should be sent, allowing them to bypass the front desk.

Mobile check-in and check-out is currently available in five languages: English, French, Spanish, German and Mandarin.

Leading with its flagship Marriott Hotels brand, the company continues innovating in the mobile space. The brand now offers mobile service requests in fifteen markets in North America, where hotels are serving as “mobile incubator” laboratories for the future. For example, guests at these hotels can use a drop down menu of the most typical service requests, such as extra towels and pillows, or chat directly with hotel staff using a mobile app. The company will offer these and other mobile services to its Marriott Rewards members at the Marriott Hotels brand beginning early next year.

“You cannot separate the mobile experience from the personal interaction between guests and our hotel associates. When executed flawlessly and consistently, they complement each other and enhance the overall experience,” said George Corbin, senior vice president, Digital. “In our testing of mobile service requests so far, 86% of guests who used the feature have chosen to chat directly with hotel associates, illustrating how much guests appreciate the personal interaction using their mobile devices, and nearly nine out of ten guests gave the experience a very high positive rating.”

Recently, the company’s Marriott Rewards loyalty program started to offer geo-targeted, mobile offers using beacon technology. Participating hotels send members, who opt-in, push notifications on their mobile devices as they pass by “hot spots” within the property. Called LocalPerks, offers are tailored to the property, ranging from food and beverage to spa to golf. Future plans for LocalPerks include Marriott Rewards’ offers available locally in the neighborhoods surrounding participating hotels.