Marriott International is personalising the guest experience with its Mobile Requests app and two-way chat feature – now available across all Marriott International properties across the Middle East and North Africa.
The Mobile Requests app enables travelers to chat directly with the hotel’s staff via their mobile device to request services and amenities starting 72 hours before their arrival and throughout their stay.
Marriott International was the only company to offer a two-way chat option with on-property staff on a global scale when it launched. Piloted in May 2015 at 46 Marriott Hotel properties, including the Dubai Marriott Harbour Hotel & Suites in the UAE, Amman Marriott Hotel in Jordan and Cairo Marriott Hotel & Omar Khayyam Casino in Egypt, Mobile Requests is available gratis to the 53 million members of Marriott Rewards, the company’s loyalty program. Since its debut, the feature has had a high usage and success rate with more than 20,000 requests made by 7,000 guests worldwide.
“We know today’s traveler is looking to continue their own digital journey with personal technology,” said George Corbin, senior vice president, Digital Strategy, Marriott International.
“Marriott International is constantly finding new ways to inspire our guests and enhance their experience through innovation. The Mobile Requests rollout to additional brands within Marriott International’s global portfolio is another way we’re making travel more seamless and personalized, giving guests the option of communicating with their hotel on their terms, anywhere in the world.”
Through Mobile Requests, guests who have upcoming reservations can instantly communicate with their hotel in two ways. The industry-leading “Anything Else?” feature offers guests two-way chat functionality to have conversations in real time with the hosts at the property-level who can fulfill and confirm their requests. The app also offers a drop-down menu with most requested services and amenities, such as extra towels, bath amenities, or valet parking. From allowing guests to order pre-arrival amenities to requesting a car service meet them at the airport, Mobile Requests takes care of the logistics of guests stays, so they can focus on the experience. As an added benefit to guests, past requests will be stored within the Mobile Requests feature, enabling on-property associates to access prior conversations to anticipate return guests’ preferences. Both the two-way chat and the “Anything Else?” features are available in five languages: English, French, German, Spanish and Chinese.
The Mobile Requests roll out is another step Marriott International is taking in leading digital innovation, following offerings such as mobile check-in, checkout and room ready alerts. Additionally, Marriott International has piloted Mobile Key – allowing guests to use their mobile phone as a room key – at select pilot hotels, and plans to scale later this year.
Guests can download the free Marriott Mobile app from the Apple iTunes Store, Google Play and at http://mobileapp.marriott.com. Guests can easily enroll in Marriott Rewards at no charge at http://www.marriott.com/rewards/rewards-program.mi.
