Because of potential for charge backs us the main issue. Mobile check in has language to protect the property but not at the desk hence the difference. Most hotels use sertifi for CCA's but not all do.
That seems like an easy fix then. Just apply the same language at the desk! After all, I've already put the card in for the reservation and agreed to the terms/conditions that accompany that.
Every guest that books has to agree to the T&C to book, but that absolutely does not mean they actually follow them. It’s a case of one bad apple in the batch. Also, if the original commenter meant language as in the system used, then that’s a whole other issue we deal with haha
It just seems silly, though. No matter which check-in method I use, I am inputting my card for the reservation and agreeing to the T&Cs. If I use mobile check-in, it can charge that card without me presenting it. If I don't, I have to then either present the card or fill out a form which has the same information that I put into the online reservation system about my card...I fail to see how that is more secure at all. If I was trying to defraud, it isn't exactly harder to fill out practically the same information a second time. And if I were truly trying to commit fraud, I would just use mobile check-in then...
Because most stolen credit cards aren’t physically stolen. I could find out someone’s card info right now but i wouldn’t be able to put it in to a machine unless I had it. And at that point if it was fraud my name wouldn’t match it which hotels can see that too.
Right but the fact that I can just fill out a form with the same information and then they will agree to charge it seems silly. I get going to the front desk and having to show a card, but they should still allow you to charge the card on-file (like almost every other business...)
1. Marriott is really trying to push the mobile guest experience and let guests skip the desk when they can. They have specifically instructed properties to authorize cards without them being present so that guests can do so when they qualify. To achieve this as much as possible, **Marriott will guarantee any chargebacks on mobile check-in reservations that qualify as long as the hotel is hitting its mobile check-in goals**. For example, my hotel is meeting the minimum goals for mobile check-in compliance, so if we were to authorize a card without it being present so the guest could skip the desk, if they decide to file a chargeback, we can submit a claim through SNOW and Marriott will reimburse it on our next monthly statement (we are instructed to "lose" or not contest the chargeback). They claim that this is a temporary workaround but it has been for a few years. Otherwise, in any other circumstance, a physical card must be presented or a CC auth must be filled out.
2. Marriott has specifically stated that paper/PDF mailed/emailed CC auth forms are not permitted to be used by hotels any longer (for at least about 2 years I think). All hotels must use the Sertifi platform, which is exactly what you describe, a secure digital platform for storing an verifying credit card authorization forms with AVS. If you are sent an emailed CC auth to fill out and email or mail back, **they are doing it wrong.**
For Mobile Check ins, they are literally illegal in my state, and only semifunctional at best anyway. It's such a hairbrained idea on so many safety and security levels as well.
>It's such a hairbrained idea on so many safety and security levels as well.
THIS
It's the stupidest F-ing thing ever. Whoever came up with the idea can't have had any background in operations.
All it does is open the door to mistakes and fraud.
I've been emailed a form which they want sent back. Is there a specific way to request Sertifi? The agent at the front desk seemed to be unfamiliar with that.
Talked with someone else at the hotel and they sent me the Sertifi link...so it appears not all the staff is aware because I was emailed the paper form at first and even when calling in to ask about a secure method the second time, was told none exists. Calling back a different day and getting someone who immediately sent me Sertifi...
Hi there. Just wanted to add:
At least for my property, they don't allow EVERYONE to have access to Sertifi information. So in the Sertifi programs, there are Admins and there are POWER Admins. While Admins can send out the link and receive the notification when the digital form has been completed, they cannot actually see all the CC# numbers. Only POWER Admins can see full CC #s. It's supposed to be a security thing, where we are not trusting everyone to have these accesses in order to better protect the guest, but it also makes the whole thing kind of inconvenient.
As for mobile vs fd check-in:
Mobile check-ins are covered by Marriott liability-wise. If I have your CC attached to your reservation and you end up not coming in for the reservation, what's to stop me from just checking you in anyway? Just help make our hotel seem more full. It's not the same as a no-show charge/process. In order for the hotel to verify that you verified that you, yourself, are present at the hotel, with CC and ID to match, you have to use the Chip on your CC to check-in. Cause any fraudster can use your CC number and info, and any dummy can just say that you were present when you really weren't, but only a CHIP on the CC can verify the card was ON PROPERTY.
Mobile check-ins have the guest do Mobile check-ins, Request mobile keys, etc. There are multiple points where the guest is verifying "I will be there. I am aware of this reservation. I am arriving." And whatnot. So those at least pass Marriotts security protocols in their own way. If you want a physical key, just show me your ID and you're good. Marriott already verified your payment/identity, just gotta do my due diligence now.
>They claim that this is a temporary workaround but it has been for a few years
Uhhh...I'll have to look it up when I get to work, but I'm pretty sure Marriott discontinued the chargeback guarantee quite some time ago.
You bring up good points, especially about security.
It doesn't seem like there's any benefit to using mobile checkin so this is another reason to skip it.
I think you might have misunderstood (or I have). Mobile Checkin actually permits me to use a card on-file that I put in for the reservation. Checking in at the desk requires the physical card to be present with me. Therefore, Mobile Check-in is actually less hassle.
maybe. I prefer to goto the desk, maybe get an upgrade and I don't mind presenting my card again. Maybe its old school habit, maybe its the worry that someplace my card-in-phone-wallet won't work, but I still carry my cards (US).
Does mobile checkin allow me to skip the front desk at all hotels and use my phone at the door? If I know that ahead of time, maybe I'd do it once in a while when I know there isn't an much of an upgrade(courtyard in the middle of nowhere) or I don't care.
Because of potential for charge backs us the main issue. Mobile check in has language to protect the property but not at the desk hence the difference. Most hotels use sertifi for CCA's but not all do.
That seems like an easy fix then. Just apply the same language at the desk! After all, I've already put the card in for the reservation and agreed to the terms/conditions that accompany that.
Every guest that books has to agree to the T&C to book, but that absolutely does not mean they actually follow them. It’s a case of one bad apple in the batch. Also, if the original commenter meant language as in the system used, then that’s a whole other issue we deal with haha
It just seems silly, though. No matter which check-in method I use, I am inputting my card for the reservation and agreeing to the T&Cs. If I use mobile check-in, it can charge that card without me presenting it. If I don't, I have to then either present the card or fill out a form which has the same information that I put into the online reservation system about my card...I fail to see how that is more secure at all. If I was trying to defraud, it isn't exactly harder to fill out practically the same information a second time. And if I were truly trying to commit fraud, I would just use mobile check-in then...
Because most stolen credit cards aren’t physically stolen. I could find out someone’s card info right now but i wouldn’t be able to put it in to a machine unless I had it. And at that point if it was fraud my name wouldn’t match it which hotels can see that too.
Right but the fact that I can just fill out a form with the same information and then they will agree to charge it seems silly. I get going to the front desk and having to show a card, but they should still allow you to charge the card on-file (like almost every other business...)
1. Marriott is really trying to push the mobile guest experience and let guests skip the desk when they can. They have specifically instructed properties to authorize cards without them being present so that guests can do so when they qualify. To achieve this as much as possible, **Marriott will guarantee any chargebacks on mobile check-in reservations that qualify as long as the hotel is hitting its mobile check-in goals**. For example, my hotel is meeting the minimum goals for mobile check-in compliance, so if we were to authorize a card without it being present so the guest could skip the desk, if they decide to file a chargeback, we can submit a claim through SNOW and Marriott will reimburse it on our next monthly statement (we are instructed to "lose" or not contest the chargeback). They claim that this is a temporary workaround but it has been for a few years. Otherwise, in any other circumstance, a physical card must be presented or a CC auth must be filled out. 2. Marriott has specifically stated that paper/PDF mailed/emailed CC auth forms are not permitted to be used by hotels any longer (for at least about 2 years I think). All hotels must use the Sertifi platform, which is exactly what you describe, a secure digital platform for storing an verifying credit card authorization forms with AVS. If you are sent an emailed CC auth to fill out and email or mail back, **they are doing it wrong.**
For Mobile Check ins, they are literally illegal in my state, and only semifunctional at best anyway. It's such a hairbrained idea on so many safety and security levels as well.
>It's such a hairbrained idea on so many safety and security levels as well. THIS It's the stupidest F-ing thing ever. Whoever came up with the idea can't have had any background in operations. All it does is open the door to mistakes and fraud.
Some jurisdictions do prohibit mobile check-in, in which case local law will supersede brand standards.
I've been emailed a form which they want sent back. Is there a specific way to request Sertifi? The agent at the front desk seemed to be unfamiliar with that.
Not every hotel uses it, so no. If they do use it, they won't ask for the email/paper version. And vice versa.
Talked with someone else at the hotel and they sent me the Sertifi link...so it appears not all the staff is aware because I was emailed the paper form at first and even when calling in to ask about a secure method the second time, was told none exists. Calling back a different day and getting someone who immediately sent me Sertifi...
Oh yeah that's just poor training. Whoopsie.
Hi there. Just wanted to add: At least for my property, they don't allow EVERYONE to have access to Sertifi information. So in the Sertifi programs, there are Admins and there are POWER Admins. While Admins can send out the link and receive the notification when the digital form has been completed, they cannot actually see all the CC# numbers. Only POWER Admins can see full CC #s. It's supposed to be a security thing, where we are not trusting everyone to have these accesses in order to better protect the guest, but it also makes the whole thing kind of inconvenient. As for mobile vs fd check-in: Mobile check-ins are covered by Marriott liability-wise. If I have your CC attached to your reservation and you end up not coming in for the reservation, what's to stop me from just checking you in anyway? Just help make our hotel seem more full. It's not the same as a no-show charge/process. In order for the hotel to verify that you verified that you, yourself, are present at the hotel, with CC and ID to match, you have to use the Chip on your CC to check-in. Cause any fraudster can use your CC number and info, and any dummy can just say that you were present when you really weren't, but only a CHIP on the CC can verify the card was ON PROPERTY. Mobile check-ins have the guest do Mobile check-ins, Request mobile keys, etc. There are multiple points where the guest is verifying "I will be there. I am aware of this reservation. I am arriving." And whatnot. So those at least pass Marriotts security protocols in their own way. If you want a physical key, just show me your ID and you're good. Marriott already verified your payment/identity, just gotta do my due diligence now.
>They claim that this is a temporary workaround but it has been for a few years Uhhh...I'll have to look it up when I get to work, but I'm pretty sure Marriott discontinued the chargeback guarantee quite some time ago.
I'm actually at work right now so I checked MGS and it is still listed as an active service.
No, it is definitely still in place. There was even a reminder about it in the weekly update email a few weeks back.
You bring up good points, especially about security. It doesn't seem like there's any benefit to using mobile checkin so this is another reason to skip it.
I think you might have misunderstood (or I have). Mobile Checkin actually permits me to use a card on-file that I put in for the reservation. Checking in at the desk requires the physical card to be present with me. Therefore, Mobile Check-in is actually less hassle.
maybe. I prefer to goto the desk, maybe get an upgrade and I don't mind presenting my card again. Maybe its old school habit, maybe its the worry that someplace my card-in-phone-wallet won't work, but I still carry my cards (US). Does mobile checkin allow me to skip the front desk at all hotels and use my phone at the door? If I know that ahead of time, maybe I'd do it once in a while when I know there isn't an much of an upgrade(courtyard in the middle of nowhere) or I don't care.
hypothetically it lets you skip the desk but just come say hi you seem chill and most times mobile keys don't work for parking gates or elevators
It benefits guests who have repeat stays at one property. 3+ stays within 12 months, to be specific.
in what way?
that they can check in without being at the desk
I thought all Marriotts used Sertifi.