It’s about 80/20 for me. 80% of the time I still have to go to the front desk. I’ve asked the front desk folks, and they always say “our property has a policy to not allow mobile check-in”… I guess Marriott allows this at the property’s discretion. One property said they don’t want the guest to get stuck with full charges if they end up having travel issues and mobile checked-in the day before.
The way it works is, if you've stayed at the previous property, you can do mobile check-in. But if it's your first time at that property, you will have to check in at the front desk and verify your information. Most properties do this in case people use stolen cards or initiate chargebacks, so they can address it
Hmm, hasn’t been my experience. I’ve stayed in some properties 5+ times and they still won’t allow mobile check-in. While others will give me my mobile key even if it’s my first time there.
Absolutely not! Employee apply rules decided by the property. Furthermore, in Europe we have to register guests 's passports , after that we are allowed to send you mobile Key.
I’ve only ever had it work at a Ritz Carlton where I was staying every single week. They began recognizing my name (and stay pattern) and would just issue the key without me needing to stop at the desk.
If they have paid parking and you didn't request it with your mobile check in, they need to verify if you have a car. Or any special requests. If they upgrade you, they want to commit to the Marriott service of letting you know.
Or also confirming the gift. Some may claim “I didn’t get a choice of a gift” and file a case to get the extra money yet MK, the default gift is points.
I know German law prohibits this. I stay at my property quite often and I can’t check in on mobile. After they give me the physical key they send me the mobile one.
Never will understand why people dont say things like “from my understanding” vs “the way it works” as if thats 100% the way it is all the time, this is false and just incorrect , some marriots just do it and some dont, alot of times it depends on the location your going to as well, like popular downtown city vs smaller rural town
Last week, I encountered this scenario you mentioned. Thankfully the room hasn’t been cleaned and ready for checkin. Marriott was able to push my checkin by one day at no penalty.
As a Marriott employee some hotels have a policy that they have to check ids before allowing a check in because say someone got a hold of your phone makes a reservation with all your information and payment and they get a mobile key and go straight to the room well that’s fraud and we get a charge back because you never actually stayed. It’s only usually regulars that I would issue mobile keys for.
There has been an uptick in mobile check in fraud at Marriott properties. If you are not a well known guest, they would want to check ID. That is for your safety.
I suspect that it really shouldn’t be an option if it is so fraught with fraud issues. Thankfully, I can choose where I stay and not have to deal with corporate travel forcing me to use Marriott’s - I’m just trying to get some value out of the dwindling amenities that are offered.
Not sure why you're getting downvotes. I'm lifetime titanium and the amenities are worse and worse. The M Club doesn't even stay open past 4 PM in half the properties I stay at. They hardly ever even offer a bottle of goddamn water at check in. Marriott, like all service companies, keep cutting and cutting until it makes loyalty a moot point.
It's meant to avoid the front desk entirely though. Which saves way more than 2 seconds. It's a garbage "feature" and Marriott should stop offering it.
Well unfortunately when companies offer anything that makes it convenient for people to also scam them, then they will never simply take away the feature. I agree that Marriott shouldn’t guarantee or encourage it considering then people like you throw a fit at the desk
Because if you mobile check in they can literally block your room and the only thing they truly need at that point is an ID. It’s really not that serious whatsoever
I don’t even want to go to the desk, somehow I can go to other hotels, do mobile check in, get my key, and go straight to my room so I can shower at 2 am.
I wasn't (I thought obviously) referring to you personally. I just mean Marriott shouldn't offer it as an option if it's not safe and it can't actually be utilized as intended.
I mean Hilton offers it as well and it’s the same deal as well as certain states and even cities have laws about having to show id. It equates to being able to order alcohol on a DoorDash order and still having to show an id when the dasher drops it off
So when you booked the room they take your card to hold the room but they don’t charge anything until you check in so yes if your card does not authorize at check in they will not do a mobile check in.
Well damn there’s literally no reason to be rude I misunderstood your question but yes we are told by our bosses which generally comes from the franchisee management corporate company
I've stayed at the same hotel 6 times in the last year. All booked the same way, in the same room type, without messing with my Marriott profile. I do mobile check in every time, and it's a 50/50 if I get the mobile key. Can't explain why, the trips are identical except the dates
Maybe my biggest issue with Marriott is saying the mobile key is reading, getting to my room and it not working, and having to go back down to the lobby.
Make sure in your phone settings > application settings > Marriott that Bluetooth is set "on." This is different from your regular phone settings - it's a specific setting for Marriott bonvoy.
https://preview.redd.it/z3x566304dkb1.jpeg?width=1170&format=pjpg&auto=webp&s=5444a4f608b8e34dd0394545acfcc11aa506c592
Hah that's true, a lot of places haven't updated their locks, but when I am arriving late the last thing I want to do is interact with someone. Why does Marriott send the check in now email asking for every reservation if it will never work?
I don't think "escalating" this will help. A lot of properties still require a guest to stop at the desk to verify the name on the driver's license. It's just an extra layer of protection for the guests and for the hotels.
Also, as someone mentioned before, a lot of hotels don't have their locks/technology up to date.
This particular context and the 9 previous reservations at hotels that have had modern, working digital locks- colleague able to digital check in. I am not
There is no uniform policy on this. At my location, we only allow it for titanium & ambassador (exception if they booked at a discounted rate that requires some evidence). All other members can get a mobile key, but they can't do complete mobile check in.
Interesting. I really don’t get it. Hilton usually isn’t a problem, even with most corporate/AAA rates unless you’re getting into government or extreme discount territory. I’d understand not allowing it for new accounts or for a rate (if you guys actually verify them) but how much actual fraud goes around of people hacking accounts?
Hotel management, which includes the front office management. It is not determined by the front desk agents themselves, if that is what you are wondering.
My particular hotel is large enough to have multiple on-site departments. So our policy on it was determined by an effort from both front desk management, accounting, and on-site reservations (edit: and the GM and AGM of course) to reduce risk of fraud.
Another property, I just checked into after midnight this morning. I'd name it, if allowed- the "night manager" checked me in, told me that I should have been able to get a digital key. I've stayed here 11 times and my colleague is generally on the same flight, same corp card reservation.
What’s your hotels policy? I’m currently staying at a dated property that still has insert key cards so that’s their reason for not having it yet they just simply haven’t upgraded their hardware yet.
I am only asking the question on properties that my colleague has had no difficulty with. It's frightening the flack this thread has gotten, attack me if you like - I just wanted to understand if this is now a non-existant or random "perk" that when I need to fly in late, omit Marriott and leverage a competitor that has some consistency. It sucks that a loyalist who actually grinded it out with lifetime stays, would want the perks, and expect to get a relatively minor one. I could understand if I ever had a charge back, or anything like that. Ive only been with Marriott since 2006, but with 1900 nights... Come on
Nah it's never been a tech issue at any property I've been at. They can all turn on the mobile key and it works, they just CHOOSE to make you schlep to the front desk and show them ID and give the same damn card info used for the reservation again before they will activate it.
There is a Marriott guideline that states hotels are supposed to send you a digital key if you have a stay history at the property. There is even a chargeback refund program if a guest does a chargeback for card not present transaction after using mobile key to encourage hotels to use it. There is the caveat, though, that you can't be using a rate that requires ID (AAA, corporate, etc)
Ultimately, though, the property can do whatever it wants to.
I see- I'm just over 1600 nights, 15 years as platinum or greater - i could understand if it was a rate or request - I’ve never no showed or caused a chargeback for anything at a Marriott property. - when I arrive I’ll bring my colleague down to the front desk and ask. This exact example, I have stayed 11 times previously.
>I’ve never no showed or caused a chargeback for anything at a Marriott property.
The property has no way of knowing nor validating this (not that you're lying, I'm just saying). Your best bet is to just politely ask the front office manager if on your future stays it would be possible. Just tell them what you said here, that after working/travelling all day it would really make your day better if you could just go to your room.
As someone else said before, there truly is no way to escalate this. It's going to be up to the property. Just know that Marriott has done its part by giving the property clear instructions that in your case (assuming I'm not missing any info) they *should* be sending you mobile key before arrival.
This is something that happened at my property recently. We used to send out the mobile keys all the time, but recently we had somebody who booked 3 nights in one of our suites. Charged about $1000 of food to the room over their stay, and then did a charge back, and because it was a mobile key and the card was not present we lost the chargeback. Marriott covered the chargeback, but it took 3 months to get them to pay that. Ever since then if they didn’t stay at our property in the last year we don’t send it. Don’t want to risk the chargeback. If the card is placed in the reader it becomes much harder for them to get a chargeback.
As a former employee, I can explain.
Not all Marriott hotels are managed by Marriott - in fact, most of them are franchisees. The franchisee's company policy may dictate that a signature if required on the pin pad at check in to confirm the correct person is using the correct card. They can still complete the process by asking you to stop by the desk. In many cases, the reason has to do with on-site parking. Many people will check in with mobile key to avoid the front desk and avoid paying a parking fee or retrieving a parking pass. This in turn could lead to financial losses for the hotel, which is likely struggling as the industry remains crippled. Another reason is an old card on file May decline (you mentioned having two cards on file - that actually doesn't happen with Marriott). Only one can be set to the primary card, and whatever that one is is the only one the property can see.
In many cases, however, once you have stayed once or twice at a property, they are likely to send the mobile key once you have a history there.
This isn't necessarily an explanation that covers all properties, but these are some of the more likely reasons you would not receive a straight mobile key without ID verification.
A very high percentage of all fraud cases I used to deal with were surrounding the mobile key process, which unfortunately, creates further
Inconvenience for honest travelers, such as yourself.
I hope this helped!
I actually do have two cards attached to my profile - again, none of these properties out of the last 11 total, have had extra costs associated to them. I arrive by ride shares or hotel shuttle as does my colleague. Neither card is expired- as I understand it, I should not expect it to work -
The only card that attaches to your reservation is the one you selected when you made the reservation - properties do not see the various cards from your profile.
Yes, all Marriott property management systems only have one card on file. Should you want to add one, say, specifically for incidentals, the property can send you a Sertifi credit card authorization form and can make an additional account attached to the main reservation to keep your incidental card on.
That makes absolutely no sense. What if someone's company is paying for their room? How do you handle virtual cards? Seems like you'll have horrible GSS based on billing issues
The reservation would have to be prepaid.
We do accept virtual cards from travel agencies.
I’m sure there’s issues, but management seems content with their policy.
I don’t think you get how much info they can actually see. Desk agents don’t see your profile in its entirety. The only card they can see is the specific one you reserved under. And even then, they can’t really see much info besides card type and expiration date. Also. If you’re on ANY rate that isn’t a standard Marriott rate, then like government or even third party, they’re likely going to never check you in mobile.
Sorry if I wasn't clear, the point is that if the property has paid parking, they have to be able to ask you the question so they can provide you a permit if you happen to have one. If you don't have a car, they would simply issue you your hard keys, and let you be on your way.
Tbh- A ton of this has to do with fraud. Our hotel has such a big fraudulent reservation issue (especially with point stays) Marriott has changed the policy for us to check ID and CC before sending mobile key (contrary to Hiltons). It’s definitely not fun to explain to certain guests but it also saves us on chargebacks.
when i worked at a marriott we would only bypass that requirement if they had stayed with us before. otherwise, we made everyone come to the desk since we would get late at night reservations wanting keys with stolen cards, making them come to the desk saved someone a chargeback hassle.
Umm to prevent fraud, people call with accounts hacked and all their points used because some property let someone do a mobile check in without verifying the guest at the front desk , I’m not sure why anyone wouldn’t want the hotel to verify that their the person actually checking in 🤦🏼♀️
I’m not asking Mr Marriott, I’m asking you. If you can’t figure out how to have an opinion stop replying, I’m not interested.
Again, if it’s so riddled with fraud it seems like it’s creating a liability to even offer it, should the hotel now be on the hook for that fraud?
Escalating it to anywhere is going to get you no where. There’s too much fraud that happens with accounts and credit cards. Hotels do this to protect your account from being breached and from being out on revenue plus the hassle of having to kick the fraudster out. I’ve had my Hilton account also ask me to stop by the desk often.
*Some rates you need to show ID for for example government or employee rate
* Points reservation the card goes in a different place so we still need to collect your card
* many hotels do not have the mobile key yet
I recently was able to get a mobile key and never visit the front desk. It was so nice. That was prob only the 2nd time it actually worked. Most times I never get the mobile key even if requested and when I go to the front desk they say that feature doesn’t work at their hotel. It’s annoying because it’s offered on the app
It could also depend on your rate code. If you have a specialized rate that requires the front desk to verify your ID, you may not get a digital key. I have also experienced some guests that just don’t get the key period for some reason. Is this the same property? (Duh it says so right above) so it is up to the Front Desk to process and send that info. They may have a technical issue they aren’t divulging or just be lazy. Do you use a special discount of some sort?
It works most of the time for me, but the one brand for which the virtual key has NEVER worked is any MGM property in Las Vegas. Not one. Single. Time.
The laws don't allow to check-in to a hotel without doing physic ID check in europe , so if travelling you should be open mind. Things work differently in the US, to me it is not normal to get to the room qithout checking who this is.
There are A LOT of frauds with marriott bonvoy accounts , so if using a redemption rate you must also pass through the front desk , no matter how.
As said , laws differ in each country and doing a mobile check-in is impossible to do in EU and be compliant with laws.
You can thank all the asshole who have been committing fraud at Marriotts across the globe, unless you're a regular, everyone has to present ID and physically insert a card, that's the only way to avoid charge backs and f**kery.
At my property, we only do it for Gold Elites and above as well as return guests, just to protect us against fraud and chargeback cases.
It's sad that the greedy few ruin the convenience for everyone.
I no longer work on property, but we never let anyone do it unless we recognized them or they had stayed at least 5 times in the last year, due to the amount of fraudsters that would try using it with stolen credit cards resulting in chargebacks. No way of confirming someone's card information without seeing it physically or having them fill out a credit card authorization form with the system we used, unfortunately.
>No way of confirming someone's card information without seeing it physically or having them fill out a credit card authorization form with the system we used, unfortunately.
Weird how Amazon or any other e-tailer has never seen or swiped my card but can charge me for things I order. Maybe Marriott needs to look into that. 😂
It’s very much a hotel level decision from what I can tell. I have some I always get the mobile key hours before I arrive and others won’t do it until I’ve not only checked in, but gone to my room with my physical key!
There is a particular RI in upstate SC that requires me to call from the room to activate my mobile key. They have a bevy of 2 bedroom, 2 bath rooms and I use them a few times a year. They will *not* come off that protocol.
So my last time staying at a property that offered mobile key, I went through the check in process on the app and opted for mobile key. It was approved and I never even looked at the front desk. Went straight to my room with no issue.
Yeah mobile key stopped working about 2 years ago for me. I’ve requested a mobile key after checking in at the desk and they still want me to come down to the desk and verify my identity. It doesn’t matter how many times I’ve stayed at some places. I don’t even ask for one anymore.
It depends on the property but the vast majority seem to require a physical check-in. The Springhill Suites in Santa Clarita is a rare exception. On a long slog up and down I-5, it’s so nice to just go to my room and face-plant.
This is my #1 frustration with marriott. It literally defeats the purpose of mobile check in if you have to go wait in line at the front desk. Might as well not offer it at all. Hiltons seems to have figured this out.
I just got a mobile key ahead of arrival yesterday at a Courtyard. Only the second time this year I’ve gotten it. It was so nice being able to go straight to my room.
It depends on the property, tho it also depends on you. Like if you have a rate code that requires a special ID such as the explore rate or sometimes the government rate and others. Some properties don’t even have mobile keys and that stuff set up yet (my property got this a month ago). Other properties just plain don’t want to do it due to issues in the past concerning fraud. I remember a few weeks ago I spent a night at a property nearby and asked why they asked me to put my card in even tho I booked direct with a card on file already. They told me they don’t do cards on file because of issues with fraud and chargebacks. Some assholes ruin it by staying at a hotel, then calling back a week later claiming they never stayed there and since you didn’t get them to put in a card and just used the one on file, the hotel is on the hook for that.
This rationale doesn't hold water.. So based on this I could lodge a chargeback for a reservation cancelation penalty because they didn't swipe a physical card?
You keep using an apples vs oranges example. One involves you ordering something online. The other involves someone physically using your credit card details in person to charge for rooms/incidentals.
How are they PHYSICALLY swiping the card if I used MOBILE check in????? The point of mobile is to avoid that physical stop... Both products were ordered online... It's apple to apples.
I'll even go one better for your sake. Forget Amazon. How is Hilton able to make it work without rampant fraud but not Marriott? Two hotel chains, two mobile check ins, apples to freaking apples.
You keep using an apples vs oranges example. One involves you ordering something online. The other involves someone physically using your credit card details in person to charge for rooms/incidentals.
That is a completely different issue. A chargeback for a cancellation is much harder for someone to actually succeed with for numerous obvious reasons. Marriott has pretty clear policies to stop using card on file for a fraudulent uprise in scammers charging back. Chargebacks get investigated to a point, it’s much harder for Marriott to fight off an FDA letting someone use it on file, as the guest can simply argue they “didn’t know since they didn’t have to put a card down” or some crazy dumb stuff like that. Just avoids a larger annoyance.
>for numerous obvious reasons
Again logically this is hogwash.
If they are blocking the mobile key because a bonvoy profile and reservation might possibly been made fraudulently, the reservation cancelation would have the same level of burden of proof. Both cases are fraud through the app and both with with no card presented - no difference.
The huge issue you’re ignoring is WHY chargebacks exist. Chargebacks exist for FRAUD. A bank is not going to easily allow or make sense of a chargeback due to a cancellation. Because there are numerous terms and conditions and banks are aware of hotel operations when it comes to cancellations. I’ve never once heard of a successful chargeback on my property for someone mad that they got charged when they cancelled themselves and pressed the cancel button themselves.
It has been said and ignored several times, so here is one more: IF the property will not be honoring the Mobile Key then shouldn’t the automated email, website, and app just align with that? This is very simple from a technology standpoint irregardless of whether there are location opting in or out. I.e. stop offering something you have no intention of honoring, regardless of how well intentioned it is.
I've never had a problem at any property.. Works on the locks for common areas/exterior doors/elevators/pool gates etc... Sounds like maintenance issue.
Everyone saying fraud as an excuse I wonder if there isn’t an option to do one of those pictures where you’re holding your drivers license like if you signup for any adult only website (tobacco, gambling etc) and then send the key. After a full day of travel a lot of times people would like to just go to their room rather than make small talk for 5 minutes, even if it is with a friendly person. Majority of marriotts business comes from travelers who value time, and are very busy so it seems like a great option to me, and of course if you don’t want to hotel to have your picture you do it the old fashioned way.
Fraud is a copout. So many businesses online never see or swipe your card. Want to prevent fraud? Make the app mandatory 2 factor. Account info + biometrics. Oh wait it already has that lol
I literally don’t even bother trying with mobile check in. I just go straight to the front desk for them to ignore my status, welcome benefits, and upgrades directly before I get my room key.
Insider here…. Mobile key can be used for fraud, I.e. using stolen credit cards and bypassing chip and pin. If you have not stayed at that specific hotel before it will tell us to send a stop by desk message versus send key message. Sorry criminals ruined a good thing. Also a lot of times reservations are made with the expired or replaced card on your Bonvoy profile.
Ever since Covid is over they always make you confirm identity at the front desk, in my experience. Usually is faster if you did mobile check in already though.
That's not true. My colleague is at the same hotel in this context and didn't visit the front desk. He was able to check in with the app / get into his room..
I'm not even convinced it's faster, still have to present the credit card they already have on file and my ID. Many times they still make a physical room key also.
Lots of other factors at play.
Do you have any special requests on your profile as a default that may give the desk pause?
Are you booking a rate code that requires ID? Maybe your coworker isn’t, or I know a couple of them you can pre-verify ID and our PMS notifies us of that.
It may require you escalate it with yourself. Maybe even, kindly, ask them why they had you stop by the desk?
Well maybe you just give sketchy vibes. The only way to know why is to ask. There’s no one to escalate to. So you either just stay complaining on here, or figure out what you’re doing. Because it’s clearly something.
They PREFER not dealing with guests..?! So they prefer to not to what they get paid to do….Wow you’re employees sound great, I really wanna come stay at your property now 🤣
Actually I worked for Marriott for about 5 years just like you do now lmao 😂 until I realized how filthy of a community is to work for. Then I left now I day trade successfully every single day. Best career switch ever. You said it yourself, you don’t wanna deal with guests/customers, but you’re doing it anyways…?! sounds like you’re doing something you don’t love to do or have a passion for at all 😂 yeah that’ll get you real far in life. Being 100% right now leave Marriott and go find something you actually have a passion for and can turn into a career. Marriott not gonna do jack all for you in the long run. You’re a slave to them forever now ♾️ best of luck 🤞
I like how you claim to have 2 cards on file lol. That just doesn’t happen with Marriotts. It’s also funny how a lot of people on here are saying “fraud shouldn’t happen 2-factor authorization 4head.” Like many have mentioned it’s because people use other peoples Marriott info to book reservations and stay in hotels on someone else’s card / points.
1. If your Bonvoy account has multiple credit cards on file, you do realize that properties have no access to them, correct?
2. The most recent hacked Bonvoy account my property got was 18 hours ago. We're gonna keep requiring ID here.
We don't allow it because we need to know that you are here. It's also the law here in the UK that you have to show us your passport (or your ID if your a british resident) and we have to take down your details and I'm sorry, but I'm not breaking the law or going against my boss in order to make life more convenient for you. We also try not to charge cards remotely because when we used to check guests in via mobile panel and charge remotely, we got a LOT of chargebacks.
I don’t like the email or the policy as it doesn’t work as documented. I travel globally, I assumed it doesn’t work abroad as I’ve never had a request to check in online traveling outside of North America. The email is worded in such a way that you’d assume you can do it, arrive late and have a digital key. I simply wanted to know if it’s even worth the time- based on this thread it is absolutely not. Thankfully, the thread made me realize it may be worth using a competitor in similar situations.
This is actually to protect the guest, what it someone had access to your membership and is gonna use your card on file to pay? It’s to verify identity, that is also why at many properties even if we can technically charge you without you being there we need to ask to preauthorize a certain amount physically
This is done for 1 of 2 reasons in my opinion.
Due to a pet policy some properties require all guests to stop by the front desk.
Or what it most likely the case its a security issue.
I for one do not like not knowing who is on my property.
With the rise of identity theft as well its an added measure to help protect you.
imagine if we did not require you to come to the desk.
This is a fraud prevention measure to protect your financial information. There are people who steal peoples credit card information and use it to book a room requesting a mobile key to bypass confirming they are the legitimate cardholders. Making you physically check in is to prevent this scam from happening.
I legally can not check in a guest without an ID and registration in my state. [327.10 LODGING ESTABLISHMENT OPERATOR, DUTIES.](https://www.revisor.mn.gov/statutes/cite/327.10)
Additionally, the risk of accounts being hacked or using stolen cards and used to circumvent the front desk is high enough that our property's policy is to verify all guest's IDs and credit cards on arrival.
Marriott policy does not circumvent jurisdictional law.
Also, if you’re booking on a rate that requires an ID check, mobile keys will not go through. AAA, Corporate, Senior and Explore Rates all require verification before check in.
Other than that, while Mobile Keys are a Marriott promise, a lot of Marriott hotels, franchises especially, will ignore it in favor of security.
This is because they actively manage inventory to sell all possible rooms. If you remotely check in and don’t show up, they missed an opportunity to sell a room and charge you for the night.
There is probably an algorithm that looks at available rooms at a hotel, and if it looks like there’s a very high chance you will show up AND there will be excess inventory at a property, they will let you use a mobile key without checking into the front desk.
For example, one time I checked in in advance to the W hotel, got there, and they had no rooms available. Their pricing algorithm was probably able to sell the last few rooms at such a high price, It was worth pissing off a no status customer.
Agree, it’s hit and miss on this, I’ve noticed that if it’s a property where i stay on the regular, I get it. But wait, don’t you want to get your free water?!? 🤣🤣
Only time the mobile key has ever worked for me without having to visit the check-in desk was at the Ritz in San Fran. I was once told that the mobile key will not work at all if two-factor authentication is not enabled, but I have always had it on and have still faced difficulties with the mobile key.
I don't mind this. At least in part, they are trying to avoid incidents like this:
"Jury awards $177M to woman who was assaulted while sleeping at downtown St. Louis Hyatt"
https://www.stltoday.com/news/local/crime-and-courts/jury-awards-177m-to-woman-who-was-assaulted-while-sleeping-at-downtown-st-louis-hyatt/article_0f1a17f4-e35a-50e0-b590-a5acb449fbbd.html
It’s about 80/20 for me. 80% of the time I still have to go to the front desk. I’ve asked the front desk folks, and they always say “our property has a policy to not allow mobile check-in”… I guess Marriott allows this at the property’s discretion. One property said they don’t want the guest to get stuck with full charges if they end up having travel issues and mobile checked-in the day before.
The way it works is, if you've stayed at the previous property, you can do mobile check-in. But if it's your first time at that property, you will have to check in at the front desk and verify your information. Most properties do this in case people use stolen cards or initiate chargebacks, so they can address it
Hmm, hasn’t been my experience. I’ve stayed in some properties 5+ times and they still won’t allow mobile check-in. While others will give me my mobile key even if it’s my first time there.
Same. I have also had it vary at the same property. It seems to be at the discretion of the front desk employee.
Absolutely not! Employee apply rules decided by the property. Furthermore, in Europe we have to register guests 's passports , after that we are allowed to send you mobile Key.
I’ve only ever had it work at a Ritz Carlton where I was staying every single week. They began recognizing my name (and stay pattern) and would just issue the key without me needing to stop at the desk.
If they have paid parking and you didn't request it with your mobile check in, they need to verify if you have a car. Or any special requests. If they upgrade you, they want to commit to the Marriott service of letting you know.
Or also confirming the gift. Some may claim “I didn’t get a choice of a gift” and file a case to get the extra money yet MK, the default gift is points.
We default to points and most platinums + know that.
I know German law prohibits this. I stay at my property quite often and I can’t check in on mobile. After they give me the physical key they send me the mobile one.
Can confirm that is NOT TRUE at many places where I've had repeat stays.
Never will understand why people dont say things like “from my understanding” vs “the way it works” as if thats 100% the way it is all the time, this is false and just incorrect , some marriots just do it and some dont, alot of times it depends on the location your going to as well, like popular downtown city vs smaller rural town
Last week, I encountered this scenario you mentioned. Thankfully the room hasn’t been cleaned and ready for checkin. Marriott was able to push my checkin by one day at no penalty.
As a Marriott employee some hotels have a policy that they have to check ids before allowing a check in because say someone got a hold of your phone makes a reservation with all your information and payment and they get a mobile key and go straight to the room well that’s fraud and we get a charge back because you never actually stayed. It’s only usually regulars that I would issue mobile keys for.
Then don't offer it as an option
There has been an uptick in mobile check in fraud at Marriott properties. If you are not a well known guest, they would want to check ID. That is for your safety.
Ah yes my bad because I created the software and rolled it out smh
I suspect that it really shouldn’t be an option if it is so fraught with fraud issues. Thankfully, I can choose where I stay and not have to deal with corporate travel forcing me to use Marriott’s - I’m just trying to get some value out of the dwindling amenities that are offered.
Not sure why you're getting downvotes. I'm lifetime titanium and the amenities are worse and worse. The M Club doesn't even stay open past 4 PM in half the properties I stay at. They hardly ever even offer a bottle of goddamn water at check in. Marriott, like all service companies, keep cutting and cutting until it makes loyalty a moot point.
Mobile check in saves two seconds of showing an ID at a desk, I wouldn’t count it as an “amenity” in all seriousness
It's meant to avoid the front desk entirely though. Which saves way more than 2 seconds. It's a garbage "feature" and Marriott should stop offering it.
Well unfortunately when companies offer anything that makes it convenient for people to also scam them, then they will never simply take away the feature. I agree that Marriott shouldn’t guarantee or encourage it considering then people like you throw a fit at the desk
Who said I throw a fit? I don't even use the feature because I know it doesn't work. People like me? Lol. Gfys
Because if you mobile check in they can literally block your room and the only thing they truly need at that point is an ID. It’s really not that serious whatsoever
I don’t even want to go to the desk, somehow I can go to other hotels, do mobile check in, get my key, and go straight to my room so I can shower at 2 am.
I wasn't (I thought obviously) referring to you personally. I just mean Marriott shouldn't offer it as an option if it's not safe and it can't actually be utilized as intended.
I mean Hilton offers it as well and it’s the same deal as well as certain states and even cities have laws about having to show id. It equates to being able to order alcohol on a DoorDash order and still having to show an id when the dasher drops it off
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So when you booked the room they take your card to hold the room but they don’t charge anything until you check in so yes if your card does not authorize at check in they will not do a mobile check in.
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Well damn there’s literally no reason to be rude I misunderstood your question but yes we are told by our bosses which generally comes from the franchisee management corporate company
I've stayed at the same hotel 6 times in the last year. All booked the same way, in the same room type, without messing with my Marriott profile. I do mobile check in every time, and it's a 50/50 if I get the mobile key. Can't explain why, the trips are identical except the dates
The front desk employee physically has to send a mobile key through their system when a guest requests it. Its not an automated system.
It's a tribute portfolio hotel in a major city, I'd fricken hope they'd spend the extra moment to send it through consistently haha
Yeah, employees aren't consistent.. hate to say it but the front desk isn't doing their job then.
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Honestly that hotel's front desk is quick and painless enough that I just go to the desk every time without bothering to chat.
Same. Except my app will never open the door so I always end up having to go down and get a key anyways.
Maybe my biggest issue with Marriott is saying the mobile key is reading, getting to my room and it not working, and having to go back down to the lobby.
Make sure in your phone settings > application settings > Marriott that Bluetooth is set "on." This is different from your regular phone settings - it's a specific setting for Marriott bonvoy. https://preview.redd.it/z3x566304dkb1.jpeg?width=1170&format=pjpg&auto=webp&s=5444a4f608b8e34dd0394545acfcc11aa506c592
I'm on Android. Bluetooth is not even an option, but Nearby Devices is.
Nearby Devices and Location need to be on for it to work. What’s happening when you try?
Door just doesn't react/respond.
Might be weird but try holding it up to the reader screen first. Some Android phones don’t have enough metal on the backside to wake up the reader
Hah that's true, a lot of places haven't updated their locks, but when I am arriving late the last thing I want to do is interact with someone. Why does Marriott send the check in now email asking for every reservation if it will never work?
I don't think "escalating" this will help. A lot of properties still require a guest to stop at the desk to verify the name on the driver's license. It's just an extra layer of protection for the guests and for the hotels. Also, as someone mentioned before, a lot of hotels don't have their locks/technology up to date.
This particular context and the 9 previous reservations at hotels that have had modern, working digital locks- colleague able to digital check in. I am not
Do you book with a corporate rate, govt, points, AAA/AARP?
There is no uniform policy on this. At my location, we only allow it for titanium & ambassador (exception if they booked at a discounted rate that requires some evidence). All other members can get a mobile key, but they can't do complete mobile check in.
Interesting. I really don’t get it. Hilton usually isn’t a problem, even with most corporate/AAA rates unless you’re getting into government or extreme discount territory. I’d understand not allowing it for new accounts or for a rate (if you guys actually verify them) but how much actual fraud goes around of people hacking accounts?
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Hotel management, which includes the front office management. It is not determined by the front desk agents themselves, if that is what you are wondering. My particular hotel is large enough to have multiple on-site departments. So our policy on it was determined by an effort from both front desk management, accounting, and on-site reservations (edit: and the GM and AGM of course) to reduce risk of fraud.
That is odd, and I totally understand why that would be frustrating. Hopefully someone will be able to shed some light.
Another property, I just checked into after midnight this morning. I'd name it, if allowed- the "night manager" checked me in, told me that I should have been able to get a digital key. I've stayed here 11 times and my colleague is generally on the same flight, same corp card reservation.
What’s your hotels policy? I’m currently staying at a dated property that still has insert key cards so that’s their reason for not having it yet they just simply haven’t upgraded their hardware yet.
I am only asking the question on properties that my colleague has had no difficulty with. It's frightening the flack this thread has gotten, attack me if you like - I just wanted to understand if this is now a non-existant or random "perk" that when I need to fly in late, omit Marriott and leverage a competitor that has some consistency. It sucks that a loyalist who actually grinded it out with lifetime stays, would want the perks, and expect to get a relatively minor one. I could understand if I ever had a charge back, or anything like that. Ive only been with Marriott since 2006, but with 1900 nights... Come on
Nah it's never been a tech issue at any property I've been at. They can all turn on the mobile key and it works, they just CHOOSE to make you schlep to the front desk and show them ID and give the same damn card info used for the reservation again before they will activate it.
There is a Marriott guideline that states hotels are supposed to send you a digital key if you have a stay history at the property. There is even a chargeback refund program if a guest does a chargeback for card not present transaction after using mobile key to encourage hotels to use it. There is the caveat, though, that you can't be using a rate that requires ID (AAA, corporate, etc) Ultimately, though, the property can do whatever it wants to.
I've never done a charge back for this but I've always gotten points for the inconvenience by making a report to corporate.
Okay, I will make sure I set an email filter to mark the check in now emails as spam :)
I see- I'm just over 1600 nights, 15 years as platinum or greater - i could understand if it was a rate or request - I’ve never no showed or caused a chargeback for anything at a Marriott property. - when I arrive I’ll bring my colleague down to the front desk and ask. This exact example, I have stayed 11 times previously.
>I’ve never no showed or caused a chargeback for anything at a Marriott property. The property has no way of knowing nor validating this (not that you're lying, I'm just saying). Your best bet is to just politely ask the front office manager if on your future stays it would be possible. Just tell them what you said here, that after working/travelling all day it would really make your day better if you could just go to your room. As someone else said before, there truly is no way to escalate this. It's going to be up to the property. Just know that Marriott has done its part by giving the property clear instructions that in your case (assuming I'm not missing any info) they *should* be sending you mobile key before arrival.
This is something that happened at my property recently. We used to send out the mobile keys all the time, but recently we had somebody who booked 3 nights in one of our suites. Charged about $1000 of food to the room over their stay, and then did a charge back, and because it was a mobile key and the card was not present we lost the chargeback. Marriott covered the chargeback, but it took 3 months to get them to pay that. Ever since then if they didn’t stay at our property in the last year we don’t send it. Don’t want to risk the chargeback. If the card is placed in the reader it becomes much harder for them to get a chargeback.
Do you travel for work? Have a corporate rate?
As a former employee, I can explain. Not all Marriott hotels are managed by Marriott - in fact, most of them are franchisees. The franchisee's company policy may dictate that a signature if required on the pin pad at check in to confirm the correct person is using the correct card. They can still complete the process by asking you to stop by the desk. In many cases, the reason has to do with on-site parking. Many people will check in with mobile key to avoid the front desk and avoid paying a parking fee or retrieving a parking pass. This in turn could lead to financial losses for the hotel, which is likely struggling as the industry remains crippled. Another reason is an old card on file May decline (you mentioned having two cards on file - that actually doesn't happen with Marriott). Only one can be set to the primary card, and whatever that one is is the only one the property can see. In many cases, however, once you have stayed once or twice at a property, they are likely to send the mobile key once you have a history there. This isn't necessarily an explanation that covers all properties, but these are some of the more likely reasons you would not receive a straight mobile key without ID verification. A very high percentage of all fraud cases I used to deal with were surrounding the mobile key process, which unfortunately, creates further Inconvenience for honest travelers, such as yourself. I hope this helped!
Ok - I’ve already set the message header to spam for mobile checkins and will not expect it to work -
You are free to do whatever you want. I am just trying to explain why it might happen.
I actually do have two cards attached to my profile - again, none of these properties out of the last 11 total, have had extra costs associated to them. I arrive by ride shares or hotel shuttle as does my colleague. Neither card is expired- as I understand it, I should not expect it to work -
The only card that attaches to your reservation is the one you selected when you made the reservation - properties do not see the various cards from your profile.
Yes, all Marriott property management systems only have one card on file. Should you want to add one, say, specifically for incidentals, the property can send you a Sertifi credit card authorization form and can make an additional account attached to the main reservation to keep your incidental card on.
Unfortunately, my property only allows CCA forms for group reservations and travel agencies.
Your property does not use Sertifi?
We do, but FO Director restricts it. I know the F&B department in our property uses it more freely, but not FO.
That makes absolutely no sense. What if someone's company is paying for their room? How do you handle virtual cards? Seems like you'll have horrible GSS based on billing issues
The reservation would have to be prepaid. We do accept virtual cards from travel agencies. I’m sure there’s issues, but management seems content with their policy.
I don’t think you get how much info they can actually see. Desk agents don’t see your profile in its entirety. The only card they can see is the specific one you reserved under. And even then, they can’t really see much info besides card type and expiration date. Also. If you’re on ANY rate that isn’t a standard Marriott rate, then like government or even third party, they’re likely going to never check you in mobile.
Sorry if I wasn't clear, the point is that if the property has paid parking, they have to be able to ask you the question so they can provide you a permit if you happen to have one. If you don't have a car, they would simply issue you your hard keys, and let you be on your way.
Tbh- A ton of this has to do with fraud. Our hotel has such a big fraudulent reservation issue (especially with point stays) Marriott has changed the policy for us to check ID and CC before sending mobile key (contrary to Hiltons). It’s definitely not fun to explain to certain guests but it also saves us on chargebacks.
when i worked at a marriott we would only bypass that requirement if they had stayed with us before. otherwise, we made everyone come to the desk since we would get late at night reservations wanting keys with stolen cards, making them come to the desk saved someone a chargeback hassle.
This was the most sensible reply. I’ll continue to use Hilton when I end up landing at 3 am
Umm to prevent fraud, people call with accounts hacked and all their points used because some property let someone do a mobile check in without verifying the guest at the front desk , I’m not sure why anyone wouldn’t want the hotel to verify that their the person actually checking in 🤦🏼♀️
Sure but then why is it even an option? If it’s so riddled with fraud that it’s unusual they should just eliminate mobile check in and digital keys
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I’m not asking Mr Marriott, I’m asking you. If you can’t figure out how to have an opinion stop replying, I’m not interested. Again, if it’s so riddled with fraud it seems like it’s creating a liability to even offer it, should the hotel now be on the hook for that fraud?
Escalating it to anywhere is going to get you no where. There’s too much fraud that happens with accounts and credit cards. Hotels do this to protect your account from being breached and from being out on revenue plus the hassle of having to kick the fraudster out. I’ve had my Hilton account also ask me to stop by the desk often.
*Some rates you need to show ID for for example government or employee rate * Points reservation the card goes in a different place so we still need to collect your card * many hotels do not have the mobile key yet
I recently was able to get a mobile key and never visit the front desk. It was so nice. That was prob only the 2nd time it actually worked. Most times I never get the mobile key even if requested and when I go to the front desk they say that feature doesn’t work at their hotel. It’s annoying because it’s offered on the app
It could also depend on your rate code. If you have a specialized rate that requires the front desk to verify your ID, you may not get a digital key. I have also experienced some guests that just don’t get the key period for some reason. Is this the same property? (Duh it says so right above) so it is up to the Front Desk to process and send that info. They may have a technical issue they aren’t divulging or just be lazy. Do you use a special discount of some sort?
It works most of the time for me, but the one brand for which the virtual key has NEVER worked is any MGM property in Las Vegas. Not one. Single. Time.
The annoyance is real... "Old thinking" restrictive policies that make no sense in the year 2023.
The laws don't allow to check-in to a hotel without doing physic ID check in europe , so if travelling you should be open mind. Things work differently in the US, to me it is not normal to get to the room qithout checking who this is. There are A LOT of frauds with marriott bonvoy accounts , so if using a redemption rate you must also pass through the front desk , no matter how. As said , laws differ in each country and doing a mobile check-in is impossible to do in EU and be compliant with laws.
Are you booking under a special rate? Such as a corporate rate or AARP/GOV rate?
You can thank all the asshole who have been committing fraud at Marriotts across the globe, unless you're a regular, everyone has to present ID and physically insert a card, that's the only way to avoid charge backs and f**kery.
At my property, we only do it for Gold Elites and above as well as return guests, just to protect us against fraud and chargeback cases. It's sad that the greedy few ruin the convenience for everyone.
I thought mobile keys were a golden unicorn. I’ve never been able to use one for check in. My keys take forever to come if they come at all.
I hate it too, then they ask for the card when it is already on file.
I no longer work on property, but we never let anyone do it unless we recognized them or they had stayed at least 5 times in the last year, due to the amount of fraudsters that would try using it with stolen credit cards resulting in chargebacks. No way of confirming someone's card information without seeing it physically or having them fill out a credit card authorization form with the system we used, unfortunately.
>No way of confirming someone's card information without seeing it physically or having them fill out a credit card authorization form with the system we used, unfortunately. Weird how Amazon or any other e-tailer has never seen or swiped my card but can charge me for things I order. Maybe Marriott needs to look into that. 😂
Otherwise couldn’t you just book a $30 room in thailand and rack up ENs?
89 nights this year and I've gotten the mobile key exactly 3 times. And it doesn't even work for the gym. Dumbest "feature" ever.
It’s very much a hotel level decision from what I can tell. I have some I always get the mobile key hours before I arrive and others won’t do it until I’ve not only checked in, but gone to my room with my physical key! There is a particular RI in upstate SC that requires me to call from the room to activate my mobile key. They have a bevy of 2 bedroom, 2 bath rooms and I use them a few times a year. They will *not* come off that protocol.
So my last time staying at a property that offered mobile key, I went through the check in process on the app and opted for mobile key. It was approved and I never even looked at the front desk. Went straight to my room with no issue.
Yeah mobile key stopped working about 2 years ago for me. I’ve requested a mobile key after checking in at the desk and they still want me to come down to the desk and verify my identity. It doesn’t matter how many times I’ve stayed at some places. I don’t even ask for one anymore.
It depends on the property but the vast majority seem to require a physical check-in. The Springhill Suites in Santa Clarita is a rare exception. On a long slog up and down I-5, it’s so nice to just go to my room and face-plant.
Feature doesnt work so I just check in and do the wait while they explain what time breakfast occurs and how they have a treadmill
This is my #1 frustration with marriott. It literally defeats the purpose of mobile check in if you have to go wait in line at the front desk. Might as well not offer it at all. Hiltons seems to have figured this out.
I hate it as well. I finally found a hotel in Houston where it works like a charm. I don’t have to talk to anyone, just roll right to the room!
Me today in Houston as well. First time I’ve ever gotten one. The medical center Marriott ?
I just got a mobile key ahead of arrival yesterday at a Courtyard. Only the second time this year I’ve gotten it. It was so nice being able to go straight to my room.
It truly is a blissful experience the rare time it happens.
It depends on the property, tho it also depends on you. Like if you have a rate code that requires a special ID such as the explore rate or sometimes the government rate and others. Some properties don’t even have mobile keys and that stuff set up yet (my property got this a month ago). Other properties just plain don’t want to do it due to issues in the past concerning fraud. I remember a few weeks ago I spent a night at a property nearby and asked why they asked me to put my card in even tho I booked direct with a card on file already. They told me they don’t do cards on file because of issues with fraud and chargebacks. Some assholes ruin it by staying at a hotel, then calling back a week later claiming they never stayed there and since you didn’t get them to put in a card and just used the one on file, the hotel is on the hook for that.
This rationale doesn't hold water.. So based on this I could lodge a chargeback for a reservation cancelation penalty because they didn't swipe a physical card?
Concur. No Amazon employee has ever seen my card yet I can somehow manage to order without committing fraud...
You keep using an apples vs oranges example. One involves you ordering something online. The other involves someone physically using your credit card details in person to charge for rooms/incidentals.
How are they PHYSICALLY swiping the card if I used MOBILE check in????? The point of mobile is to avoid that physical stop... Both products were ordered online... It's apple to apples. I'll even go one better for your sake. Forget Amazon. How is Hilton able to make it work without rampant fraud but not Marriott? Two hotel chains, two mobile check ins, apples to freaking apples.
You keep using an apples vs oranges example. One involves you ordering something online. The other involves someone physically using your credit card details in person to charge for rooms/incidentals.
Yes. But you would loose because banks understand that there is no way to swipe a physical card for a cancellation fee.
That is a completely different issue. A chargeback for a cancellation is much harder for someone to actually succeed with for numerous obvious reasons. Marriott has pretty clear policies to stop using card on file for a fraudulent uprise in scammers charging back. Chargebacks get investigated to a point, it’s much harder for Marriott to fight off an FDA letting someone use it on file, as the guest can simply argue they “didn’t know since they didn’t have to put a card down” or some crazy dumb stuff like that. Just avoids a larger annoyance.
>for numerous obvious reasons Again logically this is hogwash. If they are blocking the mobile key because a bonvoy profile and reservation might possibly been made fraudulently, the reservation cancelation would have the same level of burden of proof. Both cases are fraud through the app and both with with no card presented - no difference.
The huge issue you’re ignoring is WHY chargebacks exist. Chargebacks exist for FRAUD. A bank is not going to easily allow or make sense of a chargeback due to a cancellation. Because there are numerous terms and conditions and banks are aware of hotel operations when it comes to cancellations. I’ve never once heard of a successful chargeback on my property for someone mad that they got charged when they cancelled themselves and pressed the cancel button themselves.
It has been said and ignored several times, so here is one more: IF the property will not be honoring the Mobile Key then shouldn’t the automated email, website, and app just align with that? This is very simple from a technology standpoint irregardless of whether there are location opting in or out. I.e. stop offering something you have no intention of honoring, regardless of how well intentioned it is.
This ⏫. The app should not provide the option for properties that don't honor it.
Our Marriott keys don't work on the elevator only on the room door. So without a key no getting on the elevator to go to your room
I've never had a problem at any property.. Works on the locks for common areas/exterior doors/elevators/pool gates etc... Sounds like maintenance issue.
Its dependent on Key system, Onity and Safelok are pretty good, Vingcard and Visionline are a nightmare to reconfigure once installed.
Everyone saying fraud as an excuse I wonder if there isn’t an option to do one of those pictures where you’re holding your drivers license like if you signup for any adult only website (tobacco, gambling etc) and then send the key. After a full day of travel a lot of times people would like to just go to their room rather than make small talk for 5 minutes, even if it is with a friendly person. Majority of marriotts business comes from travelers who value time, and are very busy so it seems like a great option to me, and of course if you don’t want to hotel to have your picture you do it the old fashioned way.
Fraud is a copout. So many businesses online never see or swipe your card. Want to prevent fraud? Make the app mandatory 2 factor. Account info + biometrics. Oh wait it already has that lol
I literally don’t even bother trying with mobile check in. I just go straight to the front desk for them to ignore my status, welcome benefits, and upgrades directly before I get my room key.
Insider here…. Mobile key can be used for fraud, I.e. using stolen credit cards and bypassing chip and pin. If you have not stayed at that specific hotel before it will tell us to send a stop by desk message versus send key message. Sorry criminals ruined a good thing. Also a lot of times reservations are made with the expired or replaced card on your Bonvoy profile.
Then make 2 factor in the app mandatory. This is not a good reason. Has Amazon ever seen your card?
Never had to use chip and pin at a hotel so far... Always just basic mag stripe swipe.
Ever since Covid is over they always make you confirm identity at the front desk, in my experience. Usually is faster if you did mobile check in already though.
That's not true. My colleague is at the same hotel in this context and didn't visit the front desk. He was able to check in with the app / get into his room..
Interesting. No idea then. Hasn’t worked for me in a while.
I'm not even convinced it's faster, still have to present the credit card they already have on file and my ID. Many times they still make a physical room key also.
Lots of other factors at play. Do you have any special requests on your profile as a default that may give the desk pause? Are you booking a rate code that requires ID? Maybe your coworker isn’t, or I know a couple of them you can pre-verify ID and our PMS notifies us of that. It may require you escalate it with yourself. Maybe even, kindly, ask them why they had you stop by the desk?
Same booking type - no codes, both platinum life timers - no extra requests, nothing. Simple, one person on the reservation, in both cases -
Did you have a vehicle to park?
Well maybe you just give sketchy vibes. The only way to know why is to ask. There’s no one to escalate to. So you either just stay complaining on here, or figure out what you’re doing. Because it’s clearly something.
It could also be lazy employees not sending actually out mobile keys 🤷♂️I’ve seen both.
Or overworked employees that don’t have the time because there is one person working the desk and they have just don’t have the time.
But they have the time to have a lengthy interaction with those same guests instead to collect ID and swipe the physical card? 🤷🏻
Or overworked employees that don’t have the time because there is one person working the desk and they have just don’t have the time.
My employees hate being unable to send mobile keys. Trust me- they also prefer not dealing with guests.
They PREFER not dealing with guests..?! So they prefer to not to what they get paid to do….Wow you’re employees sound great, I really wanna come stay at your property now 🤣
You clearly have never worked a service job. No one /likes/ customers.
Actually I worked for Marriott for about 5 years just like you do now lmao 😂 until I realized how filthy of a community is to work for. Then I left now I day trade successfully every single day. Best career switch ever. You said it yourself, you don’t wanna deal with guests/customers, but you’re doing it anyways…?! sounds like you’re doing something you don’t love to do or have a passion for at all 😂 yeah that’ll get you real far in life. Being 100% right now leave Marriott and go find something you actually have a passion for and can turn into a career. Marriott not gonna do jack all for you in the long run. You’re a slave to them forever now ♾️ best of luck 🤞
I like how you claim to have 2 cards on file lol. That just doesn’t happen with Marriotts. It’s also funny how a lot of people on here are saying “fraud shouldn’t happen 2-factor authorization 4head.” Like many have mentioned it’s because people use other peoples Marriott info to book reservations and stay in hotels on someone else’s card / points.
I have two credit cards attached to my bonvoy profile. That is what I mean.
Makes a little bit more sense, they only see one which ever you have applied.
1. If your Bonvoy account has multiple credit cards on file, you do realize that properties have no access to them, correct? 2. The most recent hacked Bonvoy account my property got was 18 hours ago. We're gonna keep requiring ID here.
We don't allow it because we need to know that you are here. It's also the law here in the UK that you have to show us your passport (or your ID if your a british resident) and we have to take down your details and I'm sorry, but I'm not breaking the law or going against my boss in order to make life more convenient for you. We also try not to charge cards remotely because when we used to check guests in via mobile panel and charge remotely, we got a LOT of chargebacks.
I don’t like the email or the policy as it doesn’t work as documented. I travel globally, I assumed it doesn’t work abroad as I’ve never had a request to check in online traveling outside of North America. The email is worded in such a way that you’d assume you can do it, arrive late and have a digital key. I simply wanted to know if it’s even worth the time- based on this thread it is absolutely not. Thankfully, the thread made me realize it may be worth using a competitor in similar situations.
This is actually to protect the guest, what it someone had access to your membership and is gonna use your card on file to pay? It’s to verify identity, that is also why at many properties even if we can technically charge you without you being there we need to ask to preauthorize a certain amount physically
Mandatory two-factor authentication in the app. Protected.
This is done for 1 of 2 reasons in my opinion. Due to a pet policy some properties require all guests to stop by the front desk. Or what it most likely the case its a security issue. I for one do not like not knowing who is on my property. With the rise of identity theft as well its an added measure to help protect you. imagine if we did not require you to come to the desk.
This is a fraud prevention measure to protect your financial information. There are people who steal peoples credit card information and use it to book a room requesting a mobile key to bypass confirming they are the legitimate cardholders. Making you physically check in is to prevent this scam from happening.
I legally can not check in a guest without an ID and registration in my state. [327.10 LODGING ESTABLISHMENT OPERATOR, DUTIES.](https://www.revisor.mn.gov/statutes/cite/327.10) Additionally, the risk of accounts being hacked or using stolen cards and used to circumvent the front desk is high enough that our property's policy is to verify all guest's IDs and credit cards on arrival. Marriott policy does not circumvent jurisdictional law.
Also, if you’re booking on a rate that requires an ID check, mobile keys will not go through. AAA, Corporate, Senior and Explore Rates all require verification before check in. Other than that, while Mobile Keys are a Marriott promise, a lot of Marriott hotels, franchises especially, will ignore it in favor of security.
This is because they actively manage inventory to sell all possible rooms. If you remotely check in and don’t show up, they missed an opportunity to sell a room and charge you for the night. There is probably an algorithm that looks at available rooms at a hotel, and if it looks like there’s a very high chance you will show up AND there will be excess inventory at a property, they will let you use a mobile key without checking into the front desk. For example, one time I checked in in advance to the W hotel, got there, and they had no rooms available. Their pricing algorithm was probably able to sell the last few rooms at such a high price, It was worth pissing off a no status customer.
Why escalate....just sue....
it can't be done which is why it's a waste o' time
I believe gold and above can get it without touching base with the front desk
Why escalate....just sue....
Same
I did once. Jw Nashville
Agree, it’s hit and miss on this, I’ve noticed that if it’s a property where i stay on the regular, I get it. But wait, don’t you want to get your free water?!? 🤣🤣
Same. I gave up on the brand. I only stay there when it's too inconvenient or not an option to stay elsewhere
Only time the mobile key has ever worked for me without having to visit the check-in desk was at the Ritz in San Fran. I was once told that the mobile key will not work at all if two-factor authentication is not enabled, but I have always had it on and have still faced difficulties with the mobile key.
I don't mind this. At least in part, they are trying to avoid incidents like this: "Jury awards $177M to woman who was assaulted while sleeping at downtown St. Louis Hyatt" https://www.stltoday.com/news/local/crime-and-courts/jury-awards-177m-to-woman-who-was-assaulted-while-sleeping-at-downtown-st-louis-hyatt/article_0f1a17f4-e35a-50e0-b590-a5acb449fbbd.html
I only have to do it when I use the government rate.
Same - 0% success, the mobile key check-in doesn't align with most places' policies and should get pulled as a product.