MASTERCLASSING

Marriott Extends Mobile Requests Chat to Five Brands

Alex Spencer

Marriott check-in appGlobal hotel brand Marriott is expanding Mobile Requests, its two-way customer chat feature, to five additional brands in its portfolio.

Offered as part of the Marriott Rewards app, Mobile Requests enables guests to message hotel staff throughout their stay.T he most common requests are available through a drop-down menu, with an open chat option for more specific questions, supporting five languages (English, Spanish, Chinese, French and German).

Having originally launched at 46 Marriott hotels in May 2015, the service will now be extended to JW Marriott Hotels & Resorts, Autograph Collection, Renaissance Hotels and Marriott Executive Apartments.

“We know nearly a quarter of our guests ask a question or make a request to hotel staff during their stay,” said George Corbin, SVP 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.”

Marriott is also piloting a mobile keyless entry service at select hotels, seemingly in connection with its $12.2bn (£8bn) acquisition of Starwood Hotels earlier this week, which started offering mobile room keys in its hotels late last year.

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