Marriott International Inc., is expanding Mobile Requests, the two-way chat feature on its Mobile app to five additional brands – JW Marriott Hotels & Resorts, Autograph Collection, Renaissance Hotels and Marriott Executive Apartments. Originally launched at select Marriott Hotels, Mobile Requests is also now available at Marriott Hotels across the globe and is being rolled-out at Courtyard and Residence Inn properties in Europe, the Middle East, Latin America and Asia.
Mobile Requests is offered exclusively to the nearly 54 million members of the company’s loyalty program Marriott Rewards, enabling them to chat in real time directly with hotel staff to answer questions, or request services and amenities starting 72 hours before their arrival, and throughout their stay. Guests can choose to text in five languages: English, Spanish, 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,” said George Corbin, Senior Vice President of Digital at Marriott International. “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.”
Marriott International was one of the first global hotel companies to offer a two-way chat option with on-property staff when it launched at 46 Marriott Hotels in May 2015. Guests with an upcoming reservation can use Mobile Requests to instantly communicate with staff hotel in two ways: they may choose from a drop-down menu of most requested services and amenities, such as extra towels, bath amenities, or valet parking or begin a two-way chat with hotel staff using the “Anything Else” option. Guests have made thousands of requests since Mobile Requests was launched, and guest surveys show it has contributed to a rise in overall satisfaction.
The Mobile Requests roll out is another step Marriott International is taking in leading digital innovation, following offerings such as mobile check-in, check-out and room ready alerts. Additionally, Marriott is piloting a series of new mobile services including Mobile Key – allowing guests to use their mobile phone as a room key – at select hotels with plans to expand to additional hotels. Marriott Rewards members who download the Marriott Mobile app will continue to benefit from these regular updates that further enhance the hotel stay experience.
