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Marriott Expands Mobile Check-in, Checkout Services

Marriott Expands Mobile Check-in, Checkout Services

BETHESDA, Md.—As part of its global mobile strategy, Marriott International Inc. is announcing an expansion of the company’s mobile check-in and checkout feature.

Now, 11 additional brands are joining the nearly 500 properties of the company’s flagship Marriott Hotels brand in providing mobile check-in and checkout 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. The company’s hotels have executed a half-million mobile check-ins to date.

With the Marriott Mobile app, check-in and checkout is simpler. Marriott Rewards members receive a push notification on their Apple iPhones or Android devices after 4 p.m. on the day before their arrival alerting them they can check-in. Then they receive an automatic notification when their room is ready. Communicating in advance means the hotel is prepared for their arrival. Because payment information is stored within members 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 checkout is available. Upon completion, guests will then be prompted to provide an email address where their bill should be sent, allowing them to confidently bypass the front desk. Mobile check-in and checkout are available in five languages: English, French, Spanish, German, and Mandarin.

“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 percent 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 9 out of 10 guests gave the experience a very high positive rating.”

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