I've recently started using the mobile check-in service and wondering if anyone has had luck with upgrades when they use this check-in procedure? I do know that by using it I can let the hotel know what time I will arrive, which could be earlier than their set time, and my room will be ready when I walk thru the door. However, as a Gold Elite member I've noticed it is harder to achieve an upgrade when I do use mobile check-in. Most times it's no big deal but on occasion I'd like the special extras.
Great post. I used mobile check-in early on, but also thought that it cut out some of your "negotiating" for upgrades capability. In properties that I frequent, they usually upgrade me automatically so it wouldn't make any difference, but with others I would be very skeptical.
I used the Mobile Check-In last week in NYC and was upgraded, however I too am skeptical of just how often you may miss that upgrade using the Mobile Check-In.
We've asked before and not really gotten a clear answer about the upgrade system using the Mobile App, so let's ask again and see what NathalieF, The specified item was not found., KatieC or lindseyh can get from the "Greater Team"?
And that's why we love you KatieC, great follow up, thank you. It's always helpful to know official policy and I appreciate you and the gang digging it up as effectively as you guys do.
PS - the official speed on the Capital Beltway around DC is 55 mph .
Thanks KatieC, and being the rabble-rousing former government employee that requires everything spelled out......arrival is defined as being on site or checking in using the Mobile App?
So it would seem then that it's a policy question whether one is upgraded. That is, at time of check in (whether by app or in person), if the hotel's policy is to upgrade an elite rewards member, the upgrade will occur; however, if the policy is to only upgrade upon request, the best method of checking in is in person to secure an upgrade.
Lindsey and native, Sigh I'm sure the internal paperwork says that and of course you have to quote that, but we all know from practical experience that the statement isn't true.
Good grief, you have enough examples in this thread alone where people have checked in and not been upgraded even though upgrades were available. You also have an example of someone who checked in via mobile app, was upgraded to the largest suite at mobile check in and then found out upon physical arrival that not only did he not get the suite, he didn't even get a room beyond basic.
This is not a personal diss, but it's insulting to those of us who know better to be fed the company line when the reality Isn't that.
I quite agree skiadcock . I do not use apps so have never used mobile check in. But even I can see what the issue appears to be. I am guessing that even if someone has used mobile check in, there must be another stage to the process on arrival at the hotel. The system has to know the guest has actually arrived, and a room key must be issued. It seems to me that this is the point the upgrade actually kicks in. So if someone has been told via a mobile check in that they have been upgraded, by not actually being at the hotel at the time, there is a window for the upgraded room to have been given to someone else by the front desk.
Feel free to correct me if I am wrong.
BUT I always thought this forum was the place for MRIs to relate their experiences, and for answers to be provided for anomolies. I am not dissing anyone either, but there is more than one example on this thread of mobile upgrades promising one thing and on arrival the opposite happening. Surely that needs a proper explanation rather than company policy - which is not what members have experienced - being quoted chapter and verse.
I fully understand your frustrations, but I am a bit unsure that they are ALL valid. For example, having to call for a different bonus offer really isn't a frustration. It is Marriott's system that is making the offers--presumably for a reason (e.g., to try and increase the number of stays or nights or extract some other value from the chain).
If the purpose of a bonus is understandably to increase business, and I have a stay history of X nights during a bonus offering period, offering me a bonus for staying 300% more than X is not mutually beneficial to either party. Marriott that has algorithmic models for determining competitor prices by city, night by night, certainly has the capability of providing bonus offerings with 'stretch' where both sides obtain worthwhile goals.
When I call to switch to a more reasonable offer (which as I stated, I'm at least glad that I can) I am always provided with the more mutually beneficial offer (which I'm certainly appreciative of). Unfortunately, this requires manual tracking by both the employee and myself and often requires a call back, post bonus period, a seemingly unnecessary chore for both busy parties.
To restate: my frustration isn't over not ending up with a fair/obtainable with stretch/goal congruent bonus offer; my frustration is over Time and Time again (as in always) having to do it manually, rather than Marriott using the available quantitative analysis available to their mult-billion dollar, industry leading, global organization (no different than I would be frustrated if I had to call property by property, to make my reservations).
PS - now, if you thought I was frustrated with the moderators over me having to call my MegaBonus every time - no, not at all, I agree with you, it's Marriott providing the offer, not the moderators.
As erc suggests, for a bonus to be meaningful, it has to be achievable. My current fall bonus require 25 paid nights. I'm at 9 so I will be calling before it ends to switch. Since most of my travel is leisure, even getting to 15 nights is a stretch (though I've done that a few time).
It's nice to be able to switch to a better offer. In this day and age, it seems hard to believe that manual tracking is still required. It shouldn't be that hard to remove a bonus offer and replace it with another.
Better yet, let us choose which bonus we want. No need to track manually and far fewer request to make changes. Simpler still, make one offer with tiered earnings (One MegaBonus For All - A Suggestion).
Thanks for the question and clarification! I always try to use the mobile app at properties where it's available and have found that a quick question at check-in about whether the room they pre-checked me into was an upgrade will take care of the situation (if it wasn't, they have changed it quickly right then).
Availability at check in.... so is the time when you use the mobile check in, the time you say you will arrive with the mobile check in or the actual check in - walk into the hotel???? I thought when you used the mobile check in they were assigning the room and checking you in to your room and the key is ready.
One would think, but not necessarily so.
On Flyertalk there was a report of a Platinum member doing mobile check-in & finding out he had been upgraded to what was basically the largest suite in the property. Calls the wife who is flying overseas to join him for a few days away from the kids. She's all excited & arrives first to find out that not only did they not get the largest suite which showed on mobile check-in, they didn't even get a deluxe or superior room, but a basic room. And insult to injury, her husband was flying in from his biz trip & arriving 5 hours after her & the property wouldn't let her have access to the (large) executive lounge until his arrival.
The Plat member thought when he did mobile check in, they assigned & checked him into the room so he & spouse were good to go. Obviously that's not the case. Even if you do mobile check in, any upgrade is not guaranteed until you arrive to the property.
I finally got brave and started using mobile check-in recently. I am 3 for 3 as far as room satisfaction/upgrades. At two Ren's, we were "upgraded" to concierge level, one room had a great view, the other was not a suite, but VERY spacious. The 3rd mobile check-in stay, I was upgraded to a full ocean view. All of these stays were paid stays (but at very low rates).
Two things to note: 1) all stays were during the off season, so who knows if the "upgrades" would have been accommodated otherwise, 2) what constitutes a satisfactory upgrade varies from person to person (and also depending on the property type.) For me, a larger room or a nice view is a bullseye, for some, nothing short of a suite will suffice, but that's another discussion (What is an acceptable upgrade vs. what technically constitutes an upgrade?)
One aspect of mobile check-in that I think may possibly be advantageous is that if I know I will be checking in "late" (say between 6-11pm), the earlier they know that I will be executing my reservation, perhaps the better my chances are for an upgrade (any available rooms for upgrade won't have already been given away to other hopeful fellow elites who have physically checked in before me.) Maybe? I agree with others that the face to face/rapport building opportunity with the FD folks can also be a positive factor.
I don't know if I'm in the minority, but I prefer the personal check-in so I can determine what rooms are available. There are usually trade-offs between room location and the size/quality of the room. Since the purpose of my stays can vary, I prefer to know what the options are and make my choice. Therefore, I am reluctant to use the mobile check-in.
After some of the posts on this thread, I tend to agree with you superchief1. Mind you, I am not into these App thingies anyway. But even if I was, I think I would still rather deal direct, either at the check in desk or on the phone.
I used mobile check-in once and it turned out to be a good thing. The line at the front desk was rather long and I was able to walk right up to the mobile check-in desk and pick up my keys. As for upgrades, it didn't matter all that much since I was in town for just one night. In this instance saving the frustration of waiting in line was worth it.
I'll probably use mobile check-in occasionally, but will stick to my old ways most of the time.
I agree, a choice or at least some assurance that upgrade consideration has occurred would be helpful and give incentive to use it. I wish we could get a final acknowledgement message from the property that says something like:
"Thank you for using mobile check-in. Your room is ready and your keys will be waiting for you at the mobile check-in counter. Based on your Gold Elite status, we have upgraded you to a
___ high floor room
___ room with a (river/lake/ocean/whatever) view
X larger/corner room
___ (junior/executive/whatever) suite.
If this is not acceptable, please discuss with the front desk at check-in."
Or, if an upgrade wasn't available at the time, say so and mention to ask again for availability at check-in.
Our strategy of being the last humans to want to use the front desk are coming true !
foxglove checks in at a JW in Indianapolis
using the Desktran 100
That's not bad, but they still have a way to go. Consider that Marriott has over 4,000 hotel properties worldwide. Say average # of rooms is 100/property (some smaller, some higher), so potentially 400,000 rooms worldwide. Multiply that by 365 nights for 146,000.000 room nights. Average occupancy rate (based on 2013 #s per Marriott) is 68% so 99,280,000 possible check-ins. So 2million isn't bad, but still isn't the norm for check-in - ie, only about 2%. Granted those are just hypothetical #s. Could be lower but you get the drift.
I have used the mobile check-in many times. So far I have never been upgraded ( I am Platinum) and in some cases, I did not even get my room preference (i.e. high floor) but the coworker I was traveling with did not use mobile check-in and received a better room. I like the convenience of using the mobile check-in but I am skeptical that it provides the the best room available (regardless of upgrade) so I only use it once in while now when I really don't care about the room.
Many, many times when I check-in the rep will say to me, "let me see if I can get you a better room", at which point all I hear is the tapping of the Rollup/down key on the keyboard. Somehow I don't think the App would do that for me and is the reason I don't use it. Now if the App prompted me and asked which room I wanted, then I would change my attitude.
I have used mobile app several times. The first time I was assigned a room that didn't match my preferences and reservation (king bed). When I pointed out the discrepancy I was given a different, upgraded room. Since that time I've received rooms on higher floors when checking in but I think that better options/upgrades would be offered by interacting with the FDC.
This reminds me of my 12/30 stay at the NYC Marriott Marquis two years ago. I happened to check in a bit early and the agent noted that he a great room for me. My family was surprised to find us on the CL with a fantastic Times Square view. I'm convinced that there is no way I'd get that room type using the mobile app.
Checked in for 2 rooms at Coral Springs marriott using the mobile app and got a message telling us our rooms were ready both showing up on the app as concierge level rooms with balcony overlooking the golf course . When we arrived we were on the floor below with no balcony had to argue our case and dig our heels in 5 rooms later we got put up to the original rooms allocated on the app lucky for me I took a screenshot of the app
Will you have time to go on The Demon at Tivoli Gardens brightlybob?
I must say my biggest disappointment when I visited Copenhagen was The Little Mermaid. Coach loads of people jostling to get a view and photograph (zoom lens required) of a tiny little figure on a rock.
Here brightlybob use this, no one will know the difference.
Heck, in a few years, you'll convince yourself you stood in line!
Tell these guys you want the Erc Elite Offer - pay twice for the first beer, get the second beer free.
Have a good time, eat some herring for me.
Hey, listern erc. I've stood in that line for The Little Mermaid, and it is nowhere near as big as it looks on that photo!
As to the beer. That ain't beer. That's lager. Where is the draught Harveys of Sussex bitter?
As to herring. Now that is something I know a lot about. I live on the East Coast of the UK. Every Summer many years ago we had the Scottish fisher girls here for the herring season. We had the top herring port in the world. Seriously, if you are at all interested you might like to read this. BBC - Norfolk - Coast - Point 6 - South Quay
Here you go, brightlybob.
A photo of a young bejaocb and his sister (circa 1975) by the aforementioned statue.
Things have changed in the last 40 years so trying something like this today will likely earn you an appointment with the local constable.
I agree times have really changed. My dad took a picture of me with soldiers in Cuba (not sure whether they were the army or rebels) when we stopped there on a cruise when I was very young. I was holding a machine gun in the picture. Shortly thereafter, Cuba fell and the cruise ship we had been on burned and sank. Timing is everything.
About the only time I will use the mobile check-in is if I'm arriving late and want to make sure they hold my room. Even then, if it is a multiple night stay and room size/location is important to me, I will call the hotel. I just prefer the interaction with real people at the front desk. I do like the fact that the mobile check-in option should shorten the lines, although I wouldn't be surprised if the hotels cut staff and service.