Marriott Hotels Adds Mobile Request Chat Feature

BETHESDA, Md.—Travelers everywhere will be able to instantly connect with 500 Marriott Hotels worldwide before, during, and after their stays using the new Mobile Request option on the Marriott Mobile app. Specifically designed to enable guests to request services and amenities from their mobile devices, the new app feature is being introduced at 46 hotels today and will be launched globally this summer across the entire portfolio of the Marriott Hotels brand, the flagship brand of Marriott International.

Mobile Request will be available to the 50 million members of Marriott Rewards, the company’s loyalty program. Members who have upcoming reservations will be able to instantly communicate with their hotel in two ways. The “Anything Else?” feature offers guests two-way chat functionality to have conversations in real time with the hosts at Marriott Hotels who can fulfill and confirm their requests. It also offers a drop-down menu with most requested services and amenities, such as extra towels and pillows.

“Some 75 percent of people travel with one or more mobile devices and the percentage is higher for younger travelers,” said Matthew Carroll, vice president, Marriott Hotels. “We know today’s travelers want a mobile experience built around their changing needs and desire to communicate on their terms. Mobile Request is the brand’s next evolution since our introduction of mobile check-in, checkout, and room ready alerts worldwide.”

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In testing, Mobile Request proved beneficial for guests in transit who needed to request services and amenities before their hotel arrival, such as having a car service meet them at the airport. Guests on the road can simply tap once on the Marriott Mobile app icon and be instantly connected to their hotel, rather than having to find the hotel’s phone number and punch in 10 or more digits. For guests who have checked in and might be in a business meeting or in their guestroom rushing to get ready for an engagement, Mobile Request gives them immediate access to hotel staff, rather than having to call or visit the front desk. Of the more than 10,000 Mobile Requests made by guests during testing, 80 percent of guests chose the “Anything Else?” two-way chat option.

With Mobile Request, Marriott Rewards members can order services and amenities directly from their mobile devices, beginning up to 72 hours before their stay.

Mobile Request will be introduced at additional Marriott International brands after the rollout for Marriott Hotels is completed this summer as part of the company’s connected guest mobile/digital strategy to engage travelers before, during and after their stays.