BETHESDA, Md. — As part of Marriott International’s mobile strategy, 11 additional brands — The Ritz-Carlton, JW Marriott Hotels & Resorts, Renaissance Hotels, Autograph Collection, AC Hotels, Courtyard, SpringHill Suites, Fairfield Inn & Suites, Residence Inn, TownePlace Suites and Marriott Executive Apartments — are joining nearly 500 Marriott properties in providing mobile check-in and check-out.
The Marriott Mobile app is now available at 1,200 properties worldwide and will roll out to more than 4,000 hotels by year end. In terms of fulfillment, the company’s hotels have executed half-million mobile check-ins to date, leading to nine out of 10 guests saying they will use it again.
Marriott Rewards members receive a push notification on their iPhones or Android devices after 4 p.m. on the day before their arrival alerting them they can check-in. Upon arrival, guests walk up to the mobile check-in desk where their pre-programmed key card is waiting for them. And, at the end of their stays, a push notification alerts guests that mobile check-out is available.
“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, SVP, Digital. “In our testing of mobile service requests so far, 86 per cent 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.”
An additional mobile service is currently available in 15 test markets in North America, allowing guests to choose typical service requests, such as extra towels and pillows, or to chat directly with hotel staff using a mobile app. This and other services will be available to Marriott Rewards members at Marriott Hotels brand properties, beginning in 2015.