Marriott Expands Mobile Requests to More Brands, Destinations
Six months after launch, Marriott International is ready to make its Mobile Requests chat feature available to more Marriott Rewards members.
On Tuesday, the company announced that it is expanding the mobile app feature to five additional brands as well as other parts of the world.
Marriott initially rolled out the service at nearly four dozen hotels back in May 2015.
Marriott's Mobile Requests will be available for JW Marriott Hotels & Resorts, Autograph Collection, Renaissance Hotels and Marriott Executive Apartments properties. Plus, the feature will be made available at Marriott Hotels around the world, including Courtyard and Residence Inn properties in Europe, the Middle East, Latin America and Asia.
Mobile Requests, which is only available to Marriott Rewards members who have downloaded the Marriott Mobile app, allows users to chat with hotel staff in real time. Guests can ask questions and also request services and amenities beginning three days in advance of and throughout their stay.
Guests interested in acquiring frequently requested services and amenities ahead of or during their stay can select from a drop-down menu that includes requests like extra towels or valet parking. However, if the request is more specific, guests can engage with hotel staff by selecting the "Anything Else" option.
The text service is available in five different languages, including Chinese, French and German.
"We know nearly a quarter of our guests ask a question or make a request to hotel staff during their stay," Marriott International's Senior Vice President of Digital George Corbin said in a statement. "With Mobile Requests, guests can communicate immediately with their hotel right from their smartphones wherever they are before, during and after their stay, making the Marriott Mobile app experience for next generation travelers seamless, intuitive and fulfilling."
Since the initial launch last spring, Marriott says guests have made thousands of requests, adding that surveys reveal it has prompted a rise in overall guest satisfaction.
Moving forward, Marriott said it hopes to introduce a Mobile Key that would allow guests to use their smart phone as a room key.
Tuesday's announcement comes on the heels of the company's $12.2 billion acquisition of Starwood Hotels & Resorts Worldwide.
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