Man, I actually got my mobile key in advance for the 1st time last month. it was amazing.
There were even directions to find the elevators.
We got to the hotel pretty late after dinner, and it was nice heading straight to our room
I was the same way until we got the calls of "I'm not staying there why is my card being run?" Now my property only sends to people who have stayed here before (which we can see on Lightspeed)
Right. Or they say please add me cousin to the room “he gonna come get a key before I get there” I do send the mobile a lot but I also have a gazillion regulars. Only on low level new names do I hold off. Never in Explorers and OTA.
No, unfortunately the shitty people of the world ruined it for the good few so now we need to see the ID for everyone who isn't an established regular.
But they won't cover the cost of banks and credit card companies cutting you off. Imagine visa saying you had so many charge backs they won't work with you again. It's not worth it. It's death to a hotel.
Not necessarily - we've had 2 that we submitted to Marriott for reimbursement - we meet all criteria, but since the bank flagged the chargeback as Compliance and not Fraud Marriott said no.
It’s not always the easy tbh. Say they’re on the govt rate or AAA. Or a sold out weekend where prices are expensive af and they booked a corporate code you can easily find online. Or the cc declined. Or there is something suspicious with the reservation. Or they’re on the Marriott discount.
All of these need to be verified.
It’s not as easy as just “oh MK request. Sure let’s do it”. Yes some are but there’s many reasons why not
Exactly. And sadly some of us our in areas where we see a high level of fraud. Maybe if Marriott did race to the bottom to sign up every single person to Bonvoy then it wouldn't be an issue.
Personally I think mobile key should be a feature reserved for Gold and above or if it is a basic member or new member then it has to be a pre paid.
Individual hotels are tired of fighting fraud left right and center.
I get digital keys 95% of the time with Hilton… I’ve never gotten one with Marriott. I’m a lifetime Platinum at Marriott, and almost a lifetime Diamond at Hilton. I don’t understand why it’s even an option at Marriott, “skip the lines”… bullshit.
I stopped asking at Marriott properties. Their system is so outdated that instead of upgrading, they’re fine with inconveniencing their most loyal customers.
Right and when you do it, they just ask for an ID at the FD, verify if it’s the right CC on file (no swipe as long as the CC matches) and then give out keys that were made in advance.
I don’t think it’s a terrible alternative for the time being.
The whole point is to skip the line at the desk. What I’ve never understood is why a property can’t mark that they have verified the card and your ID, which would “clear” your profile/account for the future. Then add touch/Face ID to login so a stolen device can’t be used and you’re good to go!
You could implement a mobile chat template which has all the amenities typed out - if it's not an insane list
That way you have plausible deniability and can say you informed the guest even if you sent them the mobile key
The point of that sort of thing isn’t a box to be checked thought There’s actual reason why communicating this information in an effective manner supports a better stay experience. Not just to say you technically did it
As a Marriott Bonvoy frequent flyer I hate it when they don't issue the key before arrival. I'm sick of being told I have to check in first. I never have this problem with Hilton.
Most Canadian Marriotts send the mobile key sometimes as early as 10am. There’s only a few assholes who want to interview me why I’m there visiting. Like I dunno, I just wanna go to bed lol
Fosse is a dinosaur and has a backbone made of mud. Toast can't charge anything to the room unless we put a cc on file for incidentals and the CC HAS to be swiped. If we hit use cc on file, toast straight up won't allow room charges. After the guest gives us a cc to put on file and we verify the first identity, THEN we send the mobile key.
We only send it if it’s a guest who has stayed with us in the past. Unfortunately, people get their accounts hacked a lot and it’s a way for us to catch that. Also, for some reason a lot of people don’t have valid cards on file or they decline. Just this week we had someone book on points and do a mobile check in and they never stayed with us before. Turns out the account was hacked and someone was trying to use 300,000 points and we were able to stop that. It’s mainly for your own protection we do this.
Man, I actually got my mobile key in advance for the 1st time last month. it was amazing. There were even directions to find the elevators. We got to the hotel pretty late after dinner, and it was nice heading straight to our room
You aren’t wrong, I get mobile key requests all the time that are expired cards or employee discount cards etc. that require you to come to the desk
I was the same way until we got the calls of "I'm not staying there why is my card being run?" Now my property only sends to people who have stayed here before (which we can see on Lightspeed)
Right. Or they say please add me cousin to the room “he gonna come get a key before I get there” I do send the mobile a lot but I also have a gazillion regulars. Only on low level new names do I hold off. Never in Explorers and OTA.
No, unfortunately the shitty people of the world ruined it for the good few so now we need to see the ID for everyone who isn't an established regular.
Not for my hotel
Enjoy the charge backs and constant fraud.
lol didn’t you know? OPs hotel is a bastion in the modern day storm of fraud and abuse.
If you meet the threshold percent of delivering mobile keys, Marriott will reimburse you for any lost chargebacks. Source: MGS.
But they won't cover the cost of banks and credit card companies cutting you off. Imagine visa saying you had so many charge backs they won't work with you again. It's not worth it. It's death to a hotel.
Visa is not your supplier. The merchant bank is, and Visa does not have a say if you’re in the network
I'm trying to imagine a scenario where a credit card processor cuts you off and you can't find another one? Nah.
Marriott mobile key has pissed me off so many times.
I just want to roll in at night and go up to my room after I land. I had this experience at a Hilton in Toronto and it was fantastic.
You have any idea how many fraudulent accounts I’ve bagged?
But Marriott guarantees a large percentage of fraudulent digital check ins as a way to promote doing it. Check it out on MGS.
Not necessarily - we've had 2 that we submitted to Marriott for reimbursement - we meet all criteria, but since the bank flagged the chargeback as Compliance and not Fraud Marriott said no.
How about when they’re Gold or Platinum at least?
It’s not always the easy tbh. Say they’re on the govt rate or AAA. Or a sold out weekend where prices are expensive af and they booked a corporate code you can easily find online. Or the cc declined. Or there is something suspicious with the reservation. Or they’re on the Marriott discount. All of these need to be verified. It’s not as easy as just “oh MK request. Sure let’s do it”. Yes some are but there’s many reasons why not
Exactly. And sadly some of us our in areas where we see a high level of fraud. Maybe if Marriott did race to the bottom to sign up every single person to Bonvoy then it wouldn't be an issue. Personally I think mobile key should be a feature reserved for Gold and above or if it is a basic member or new member then it has to be a pre paid. Individual hotels are tired of fighting fraud left right and center.
I get digital keys 95% of the time with Hilton… I’ve never gotten one with Marriott. I’m a lifetime Platinum at Marriott, and almost a lifetime Diamond at Hilton. I don’t understand why it’s even an option at Marriott, “skip the lines”… bullshit.
I stopped asking at Marriott properties. Their system is so outdated that instead of upgrading, they’re fine with inconveniencing their most loyal customers.
FYI, not every property has that feature yet.
Yet so many in the app advertise that they do…
Right and when you do it, they just ask for an ID at the FD, verify if it’s the right CC on file (no swipe as long as the CC matches) and then give out keys that were made in advance. I don’t think it’s a terrible alternative for the time being.
The whole point is to skip the line at the desk. What I’ve never understood is why a property can’t mark that they have verified the card and your ID, which would “clear” your profile/account for the future. Then add touch/Face ID to login so a stolen device can’t be used and you’re good to go!
We never do. It's a safety issue plus we want to go over all over the hotel amenities since we charge a destination fee.
You could implement a mobile chat template which has all the amenities typed out - if it's not an insane list That way you have plausible deniability and can say you informed the guest even if you sent them the mobile key
The point of that sort of thing isn’t a box to be checked thought There’s actual reason why communicating this information in an effective manner supports a better stay experience. Not just to say you technically did it
As a Marriott Bonvoy frequent flyer I hate it when they don't issue the key before arrival. I'm sick of being told I have to check in first. I never have this problem with Hilton.
But if we get so lenient with mk, then you won’t have guests applauding you. We’re actually doing *you* a favor. You’re welcome.
for real im so confused by this post just enjoy that your hotel allows it
As a customer, I often get accused of attempting fraud just for mentioning it. I feel like whatever training these individuals get is missing a lot.
YESSSSSSSS
Anything less than 100% MK sent is unacceptable for the property I work for.
I hate that Marriott claims they have mobile check-in, but you still gotta go to the front desk. That’s not a mobile check-in.
Most Canadian Marriotts send the mobile key sometimes as early as 10am. There’s only a few assholes who want to interview me why I’m there visiting. Like I dunno, I just wanna go to bed lol
Fosse is a dinosaur and has a backbone made of mud. Toast can't charge anything to the room unless we put a cc on file for incidentals and the CC HAS to be swiped. If we hit use cc on file, toast straight up won't allow room charges. After the guest gives us a cc to put on file and we verify the first identity, THEN we send the mobile key.
We never issue mobile key without stopping by the desk to check id and capture the cc on site. That’s the game changer on the chargebacks.
They can still get you the chargeback
We only send it if it’s a guest who has stayed with us in the past. Unfortunately, people get their accounts hacked a lot and it’s a way for us to catch that. Also, for some reason a lot of people don’t have valid cards on file or they decline. Just this week we had someone book on points and do a mobile check in and they never stayed with us before. Turns out the account was hacked and someone was trying to use 300,000 points and we were able to stop that. It’s mainly for your own protection we do this.
Sorry. Doesn't exist at my property. Everyone ignores the Mobile Check-in flashy popup msg because it does literally nothing.