Both concepts build upon ongoing measures to boost traveller confidence while reinforcing the company’s ‘Commitment to Clean’ initiative. Marriott’s contactless experience continues to evolve, further enhancing features such as mobile check-in and checkout, mobile key, mobile dining, and mobile requests – which enable members to make special requests for service and amenities through real-time messaging – all available through the Marriott Bonvoy app when members book direct.
“We are excited to unveil innovative new technologies to support our guests as travel continues to return,” said Stephanie Linnartz, President of Marriott International. “The pandemic has accelerated the demand for contactless services, and we continue to evolve to meet the changing needs of our guests. The new offerings are an added benefit to the personalised hospitality we are known for, and we look forward to enhancing our customer experience by blending contactless services with dedicated in-person interactions.”
Travellers seek more control over their trips
More than ever, travellers are seeking to have more control over their trips. According to a recent report published by The Travel Technology Association, 65 per cent of travellers say that accommodations will need to use the latest technologies to make them feel safe. In another report from Medallia Zingle, 87 per cent of US customers said they would like to see companies continue to offer options that limit in-person service.
Additionally, social media posts including the phrase ‘self-service’ increased by 170 per cent year-over-year from 2019 to 2020, based on a social media analysis conducted on behalf of Marriott.
Antimicrobial technology kills bacteria and viruses
Smart, contactless arrival kiosks have made their pilot debut at the Moxy NYC Times Square, Courtyard New York Manhattan/Midtown East, TownePlace Suites Monroe (Louisiana), and will soon be available at Moxy Miami South Beach, to provide an expedited arrival experience and help give guests peace of mind once they enter the hotel.
Upon arrival, guests who prefer low-contact interactions can skip the traditional check-in altogether and complete an easy three-step process at the kiosk to check in for a single reservation, with room keys created on the spot. The kiosks employ antimicrobial technology baked into the touchscreen glass, powered by UV light to kill bacteria and viruses. Before departure, guests can use the kiosks for contactless check-out and to view their folio, or enroll in the Marriott Bonvoy travel programme at any time.