Marriott International is expanding Mobile Requests, the two-way chat feature on its mobile app to four 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 to the members of 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.
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.