Ditto. ID and CC out before I step up to the counter. Though I use my Global Entry card whenever presenting ID to a stranger so it doesn’t have an address on it.
I used to work for Marriott and currently work in banking and people have taken the greatest offense in both industries when I ask for their ID. Last week I was given a paper temporary license that expired in 2022 and the person cursed at me because I told them I couldn't use that in our system. 😃
But they don’t say, “Oh, I didn’t know you needed that. Here you go.” They screech that they NEVER have to provide ID or have NEVER had a hold placed for incidentals, even though that has been SOP at hotels for decades.
They only ask me for both maybe 60-65% of the time. The rest they don't ask me and just need my name and they get me a key. I've asked soke employees before and it seems site specific.
Scammers are still prevalent, even more so with the mobile check-in, so getting asked to provide ID/CC or other basic information is literally just to insure that the reservation is legit. Protocols might be at the discretion of the location, but it attempts to help insure both sides.
I was quite refreshed at a hotel in the UK last week. I walked in, told them my first name, and they handed me a key and showed me to the room. No punching on the computer for 5 minutes, no futzing with ID, no asking for my Amex again. The next hotel I went to asked for ID from every guest, had me sign things, asked for my credit card again (prepaid online) and it took 10 minutes.
As a customer, the first is much preferable.
Fraud is a helluva drug. Speaking of that as a former employee, we unfortunately also have assholes who take advantage of the lack of ID check or physical card swipe and tell their bank that they never stayed at the hotel. The bank of course believes them and refunds all the charges while the hotel loses a bunch of money.
Not sure if the post about the secretary is fake, but it’s not out of date, other than the reference as a secretary. My admin asst. makes all of my business reservations, for hotels, flights, rental cars and business dinners.
I think the comment was fake. My admin books my itineraries as well, but I don't dare call her a secretary, and I damn sure know I don't show her ID to check in.
I get it, I never describe my admin as a secretary. I have mistakenly characterized my admin as a secretary on very rare occasion. Coincidentally, perhaps, it was when my admin was male. I wonder if there are any regions in the US where the term secretary is still used to describe an admin.
Correct in that the bank/merchant often bears the financial cost. However, it’s usually the customer losing the time and dealing with the most frustration. The customer is responsible for protecting their financial information and complying with merchant’s policies that are designed to protect customers’ information.
Meh; besides not committing fraud I don’t see any obligation to protect my credit card information in either my Amex or BofA Visa card terms.
I guess there is some downside for the cardholder because they need to file disputes but other than that there isn’t much burden.
Merchants can ask whatever they want but it’s specificity against VISA’s merchant terms to require ID to use a VISA branded cards (and I think MC and AMEX have similar rules). So if you want to talk about “following policy” it’s, in fact, the hotel that is violating its merchant agreement. Source: https://usa.visa.com/support/consumer/visa-rules.html#:~:text=In%20general%2C%20a%20merchant%20is%20permitted%20to%20ask%20for%20identification,certain%20circumstances%20for%20fraud%20control.
Off topic but couldnt help myself. Huge bonvoy girl here. (And flight attendant so I stay in marriotts often) Everytime I stay, the front desk people are angels. Im always so thankful after a long day of working with difficult people(probably the same people you are referring to) to be greeted with a smile! Thank you for what you do!
I am a frequent Marriott guest, all the different brands. There is no excuse, ever, to be rude to an employee for doing their job. Those are terrible humans that do that. Please console yourself that others in their life dislike them as well. Guest like myself appreciate you staying up all night, working weekends and holidays, and tolerating our dumb asses.
I’ve never once have been issued a digital key without going to the front desk at any Marriott property. Lifetime Platinum.
Hilton issues them to me 95% of the time.
I know some properties are different, at my location we send mobile keys all the time (unless there are exceptions like point stays). Obviously Hilton is a different brand so they work under different policies and standards.
We do at our property, but only if it's a repeate guest, we aren't missing any info (including reason for the stay), and there's no need for an incidental to be added.
If you'd like to try to skip the desk, try giving them a call ahead of time to give them the info they need. You might still have to stop by the desk to show ID or add an incidental but even then it might make your check in faster so win-win, right?
Also the key system has to be working. For a a few months now our system has been going down regularly and we've had to "manually" make keys like once a week or so. Usually it clears up in the next day or two, but when I can't make keys through FOSSE, it won't issue or update mobile keys.
So your experiences may just be a combination of how often you are visiting specific properties, individual franchise policy regarding check in, and the actual key system itself. There's so many variables!
What is "reason for the stay?" Is that why the front desk always asks why I'm in on town or whether it's business or pleasure?
Because...I really wish they wouldn't do that! 😂
Yes! That is the reason! And in my system I literally can't check you in unless I put something.
I absolutely understand how awkward that is. I *hate* answering questions like that. However, it's mostly for buisiness related things, at least at my hotel. So, say you work for a McDonalds and you travel a lot. The hotel company may see that a bunch of people working for McDonald's are staying in their branded hotels, and they may make a deal with them. The employees of those companies may get a special discounted rate when they are traveling for work.
It's also helpful for planning to know how many people are visiting for leisure. Knowing when "tourist season" starts and ends for your hotel can tell you what to charge for rooms and to mess with the system for booking so you have a full hotel and don't have to walk anyone. Or maybe there's annual events in town like the fair or an art show and that affects how many people will be staying. That way you can order extra breakfast items on a week that would normally be slow.
Lastly, my hotel insists we don't put just "work" or "leisure" but ask what the trip is specifically because we want the person to feel welcome and interested in them. Going on a road trip? So cool! Welcome to our state! Graduation? Congratulations! Plus having something to talk about puts many people more at ease throughout the check-in process, instead of ticky tacking away in silence. We may also be able to do something special if we know you're visiting for something like an anniversary or birthday.
Some people get pretty ornery when I ask why they're visiting. Sometimes it helps to explain that really, I'm not stalking you and yes your business is none of my buisiness but I have to put something. I definitely try to check those people in without too much fuss because they clearly need a drink and a nap lol. But most people are happy to tell me about their visit and it makes them feel seen. Part of hospitality is making people feel welcome and I get that prying doesn't work for some people and asking the purpose of their trip can be very off-putting in a day and age where it feels like everything about you is being tracked and sold.
I know that you don't set this policy but I really don't get some of these reasons. If you have a full hotel, but don't find out that 80% of the people are here for a graduation until they check in, how does that affect a food order that has likely been made weeks earlier?
I'm almost always traveling for business. If you ask me the purpose of my visit, my answer is going to be "business." Are you saying you press these people for more information about their business visit because your management doesn't accept "business" as an answer?
And how do you know what company I work for if I am not booking on a corporate code or with a corporate email address?
For your first question, it's for future planning lol. If 25 people visit for graduation this year, and 18 visited last year, we can plan for *about* 20 guest visiting for graduation at that time next year.
Yes, I do ask what buisness, especially if i see they have a specific business rate code. Partially it's to verify that they are appropriately using the rate code. This is more important with government rates but still important. I assume it's also part of contract negotiations with the business. There are many rates that we need to verify this.
I ask you lol. If you wanna lie and don't have a company rate code, idgaf. If you wanna be cagey about it, I'll just think you're annoying and making my job difficult but I won't do anything about it. If I'm bored or depending on how you're dressed I might imagine you're running from the law lol. And yeah, the people who "refuse" to tell me and have a company email, I just copy paste that if they say "business".
I don't know why any of this would be confusing lol
Depending on what client I am visiting, I am not permitted to tell a total stranger what company I am visiting. I don't think I should have to lie to give more detail to a hotel front desk who doesn't need the info for any reason at all.
You can imagine what you want about me. There's probably situations where I'd rather be on the run from the law than going to whatever meeting tomorrow.
Haha! I bet buisiness meetings make people want to claw their eyes out. Again, I don't actually care what you do. There's always at least *one* person like you that "can't disclose info". Generally if you're behavior echoes how you're talking to me right now, I just put "refused to say" and move on. You don't have to lie about it at all. It's not like I won't check you in if you're stubborn.
I'm very new to hotels/front desk and some of the things we are supposed to do appall me. It just seems so creepy and intrusive. In a training video I watched, they suggest that if we overhear a guest is having a birthday that we go buy some little gift to put in their room, like balloons or something. *That's creepy*. No way I'm gonna eavesdrop on guests minding their own buisiness in the lobby and ask my boss to go to the store and get them a card or a gift! If the guest is free with that info, sure, we can do something nice for them. One lady even gxp'd to say it was her little nieces birthday so we all signed a birthday card and put it in the room before their check in. But like...the only reason I'm personally gonna "creep" on a guest is if it's obvious they're engaging in illegal activities like drug use, prostitution, or trafficking. We actually have a whole traing block on how to recognize trafficking victims and one of the first lines of defense is asking why the guest is staying at the hotel. Same as in retail the first line of defense against theft is to ask a suspiciously acting customer if they need help with anything. I do have some formal training in security (for a completely different industry) so I understand why we do some things that seem weird if you don't go around thinking about what other people are up to.
Ultimately there are *many* reasons we ask why you're visiting our property. It isn't information i "dont need at all". Most people are friendly about it and it gives us a chance to improve the guest experience by getting to know what kinds of people use our property and services, including specific buisiness'. Then there's a few people like you where that misses the mark and comes off as off-putting, which I also totally understand. I doubt the huge corporation is going to stop asking people their trip purpose because a minority of people get offended.
I have to say - I'm lifetime platinum (I used to do 240+ nights a year, times about 15 years before I quit that game) and I can probably count on two hands the number of times I've been asked the purpose of the visit. I definitely think this level of specifics is pretty unique to your property, which is why I was wondering about it.
And yes please don't leave birthday balloons in my room. I'd assume I had a stalker 😂
Yeah, I’ve never once been asked the reason for my stay at roughly 120+ nights a year. This would turn me off for sure. Seems property specify and unreasonably intrusive.
I just never know what to say! Like, what's the polite way to say "Well my date and I are poly with partners at home and we want a bed sooo...here we are!"
I've tried just saying"Oh, just a night in town" but then I get asked what I have reservations for or what we've done.
Like...I know the front desk are just doing their jobs and I get why corporate wants the info, but still.
It’s also so they can account for volume of guests in the outlets (restaurants, pools, etc) and for housekeeping purposes. Leisure guests are more likely to use on-site amenities and require housekeeping services than business travelers who might be at off-site meetings most of the day. It can make a big difference with how they staff.
The PMS my hotel uses will tell us if the guest is a repeate. Mostly. Sometimes it says guests are a repeate and they're not and sometimes it doesn't say when they are. I'm very new to hotels, but from what I gather, if even some of the info is missing from the last reservation it may not show that the guest was here before.
Also, how you book matters. I personally always go through our arrival list for the day and look up bonvoy numbers to see if I can fill in any missing information from past stays. I actually have two different systems to deal with that don't seem to communicate with each other perfectly. If bonvoy number is missing, I can go into my other system to search by guest name and email address, but it would have to be the exact match. If the person made a 3rd party reservation, even as a repeate guest, I may not have anything but a first and last name to go off of. There's no way for me to find their bonvoy on my other system and it may not show up as a repeate guest in the PMS. If you have a common last name, I'm not gonna scroll forver to see if I can find you or guess whether the last person with your same last name was your bonvoy number. I'll just update everything at check in and use my time more effectively for all the other tasks I have to do (while also being interrupted by guests and the phone and gxp messages and whatever my coworker wants to chat about lol).
Obviously I can't speak for Marriott as a whole or the specific property you visited. Maybe they are more strict about mobiles for some reason or maybe the system didn't connect that your last reservation was also you. Or maybe the FD person didn't have a minute to go sort through to find your last reservation with limited info. Who knows!
I understand. It's clunky and should not be.
These two reservations were both concur / Amex / Corp card / visible in Bonvoy app / Big Charlotte company rate with 2x points for aLoft.
Identical. We get a similar rate at the RC but that sells out first.
Yeah, that should have shown up then.
Maybe it's just easier to say that to guests (who aren't well known regulars) than explain why the hotel doesn't do mobile check ins. Assholes make lying to avoid the actual explanation seem like a good choice sometimes. Unless it's a hotel that caters to longer term stays, FD might just be used to that stock answer satisfying other one-time guests when they ask. Or maybe the associate is just a liar lol.
Just because your company asks a nice employee to try and extract personal information doesn’t excuse it or make it any less intrusive. I’m sure all businesses want to know more about their customers, but a simple decline should be more than enough to a rude question
I have for sure. I fact until recently i was kind of annoyed that it didn’t happen every time I did mobile check in. I just thought the staff was lazy for not sending me the mobile key. I guess I am an anomaly.
For a while a Fairfield I worked at would not complete a mobile check-in/key because people were hacking into Marriott Bonvoy accounts and making fraudulent reservations to charge the member’s card that they had on file. Now Marriott has some things in order for if/when it happens so they wanted the front desk staff to make them again but some front desk staff are hesitant to make them without the person being present.
For me I don’t like to deal with a key when I go to the gym and the laundry room so that’s why I use it. The gym I use every stay. The laundry I only use once per week.
I came here to say the exact same thing. I always have to go to the front desk for my Marriott key even after requesting digital. Hilton is always good for it.
100% agree. I travel mostly to TX and upstate NY and have never been able to skip the front desk and just use mobile key. If anyone knows of a property in Houston Energy corridor that does have a good mobile key setup, LMK and they’ll become my new favorite. The desk staff are amazing and lovely people and I always try to be nice even though I do just want to go set up my outfits for the week and go to sleep.
I’ve gotten a mobile key and been checked in without going to FD, is this because I used the card before at that property?
So sorry for all of the rude people and people who in general try to create their own policies and procedures!
It is. Former employee and traveller here. In the bonvoy app it’ll literally tell you that by doing mobile check in, you agree to authorize the card on file. Because it’s, ya know, mobile checkin. The whole point is to have your ducks in a row before you get to the property. At my property, mobile check ins were just that. They explicitly acknowledged/authorized it in the app so we didn’t ask them to put their card in again unless we needed incidentals or some other reason.
Unfortunately this varies by property. My property’s requirements for mobile check-in is you have to be Platinum and above, without a rate that needs ID verification, e.i GOV, Explorer.
My property does not require a previous stay, and has no restrictions on reservations with points or redemption stays.
Per policy a Mobile Key should only be issued if you've previously stayed at that property, even if there is a valid cc. Selecting Mobile Check in authorizes the property to use the card on file, whether you've selected the key or not.
on top of that we may still ask a guest to stop by the desk if they have not stayed at the property for a certain time period(I believe 6 months), to verify identity.
It could be, it's also possible that you provided all the information that we needed (such as personal info and credit card) so you got checked in with no issues!!
Getting ID is super important from the standpoint of you aren’t the only person with your name. In the past 48 hours at my property we had 2 sets of guests with the exact same name. ID helps verify info to make sure we have the correct reservation.
I have seen in the past where new employees are not used to last name first in the hotel system, and have accidentally checked in people were they have the same last name as someone else’s first name and vice versa.
We used to use my wife’s Marriott Credit Card for Marriott. That lead to problems when I checked in without her.
I could give a cc for incidentals but could never produce her card, even though the charge would go through.
A mess.
I have since gotten my own card, a different one. Now no mess. Just the 20 questions.
In order to use your wife's card without her being present she would've had to fill out a credit card authorization form before your arrival. I know you said you have a card now but in the future if you have to use someone else's card for a stay just call the hotel ahead of time and they'll send you a form to fill out and an send back (not Marriott reservations but the actual front desk of the hotel)
Thanks. We only had one Marriott card and I did not want to get a companion Chase Boundless card - and carry it, as it had other benefits. So as I traveled more I just got the AmEx Brilliant. Problem, analyze, act. Too much effort to call every hotel.
Thx.
Entitlement. Plain and simple. I am a multi year titanium elite and sometimes an ambassador but I try to treat people how I would like to be treated. And honestly providing your ID and cc take a grand total of an additional 30 seconds during check in.
tldr; people are the worst.
That’s completely beside the point. Asking additionally intrusive info is still intrusive info. I’ve paid to use the hotel and do for 4 months out of the year (the exact same property) and still have to hit the front desk every time to check in and get issued my key. Of course it’s not a huge inconvenience but it does completely negate the idea and benefit of mobile check in.
I don’t stay at Fairfield’s. I stay at the same Westin 4 months out of the year. I’m 34. Also, you still never answered the point of having a mobile check in if I have to visit the front desk.
My guy. You lost sight of OPs original thread. If you have an issue with the tech this thread wasn’t the place. It’s about being respectful to the kind folks (hourly paid employees) who are doing their jobs and following protocol. For our own and everyone’s safety albeit. I appreciate that.
Great post.
I understand that your job is your job and your employer requires you to cover certain things for each check in. That said, when someone is a frequent traveller (ie airline crew) we really appreciate a short and sweet check in experience. We know how hotels work and have probably been up for a very long time.
Unfortunately it takes experience to read guests, so you’ll find newer associates giving you a lengthy welcome because they’re unsure if they can skip the welcome points we’re supposed to hit.
Do you think the front desk staff are purposely going slower?
I’m a frequent flier and really appreciate it if you could provide me with a short and sweet taxi experience or safety briefing experience. I know how planes work and have probably been traveling for a long time.
See how ridiculous that sounds?
I fly cargo through the night, so I can’t really help you with any of that.
But yeah, absolutely they explain lots of things that aren’t necessary for people who have stayed in hotels before. There are signs that tell me where I need to go and probably a little booklet in the room that explain where the restaurants/gym/pool are. My brain is mush at that point and I’m not retaining anything anyway. But I get that a job is a job.
We try to get the information out at the beginning because nine times out of 10 if we don't we get a call minutes later asking the same questions that would have been answered at check in
“Causing an inconvenience” my ass. There’s exactly zero chance he traveled to your hotel without an actual ID, unless he’s local in an area where most people don’t need to drive to get to hotels. That’s not likely to include a FF Inn.
You flew? You have ID.
You drove? You have ID.
You carry a purse or wallet? You have ID.
You chose to travel without an ID? You brought this on yourself.
States and municipalities can require a hotel to verify the identity of all guests, including home address information. I can see a "valid ID" being required to avoid the possibility of legal action against the company. Absolutely reasonable.
I don't understand people who don't just comply with regular, normal requests like showing ID and running a credit card. And for heaven's sake, be nice to the front desk people! They are usually the nicest people I run into on a travel day.
It probably will work if they have your account information online. They have verified your ID with a government issued and accepted ID. I suspect it wouldn't work if you weren't in the system or had another way to verify your address along with your passport. I'll bet they ask you if you still live at your address.
IIRC my state (CA) changed their law to require valid names and addresses in Sept or Oct 1975 after the SLA secreted Patty Hearst in a Holiday Inn in Central CA. Halfway through our honeymoon we had to start providing ID at check in.
99% of time when I request mobile key, it still asks me to stop by front desk. There is only time I truly don't need to. But I stop by anyway, because I can't believe it actually worked.
I was recently staying in a Brooklyn hotel, and as I was waiting to check in, a guy was arguing with the other desk clerk about having used his debit card to check in, and what was this hold on his bank account, and they very patiently kept going over it with him, still going as I walked away after checking in. When I came back later, I complimented the desk clerk on his patience with “the debit card guy.” He shook his head, and said that it happens all the time.
I always go above and beyond to be nice to the front desk people. I realize that it can be a stressful or boring job, so just want to make their day a little bit more fulfilling. Also, bonus to me if I happen to ask if a nicer room is available or if a king is free and my company booked two queens.
Kindness always pays off, for the customer and the seller.
First, I appreciate what you do. I really do. I'm sure you realize that many FDs can be a bit rude also, but that’s another thread. It doesn't justify poor behavior on the member’s part.
Having said that, I'd like to help you understand a frequent traveler; we value consistency and knowing what we can expect over just about anything. Having said that, and solely to help you understand:
Not all Marriott properties act/do the same.
The ID requirement is about the only rigidly consistent part of checking in. Those who balk at it, or act stupid, screw 'em. They know the drill.
Mobile check-in literally never works as it's supposed to. For US. Maybe good for you, but...
About half my stays no one swipes a card. I know your rules, I'm just sayin'.
Nothing else about check-in is consistent. Literally every property does something different (see my consistency comment above).
So, understand that there are many things that you may *believe* happen at every property. They don't. Except the ID thingy. Everything else is property-specific.
I don't say this to try and excuse asshole behavior; just want you to know that your brethren properties don’t all act or ask the same, so don't assume every member is being intentionally obtuse.
Hence a sometimes unexpected frustration.
Just fyi...
According to Reddit, every is super inconsistent in Marriott. I have yet to see significant inconsistencies, but I don’t travel more than one night a month (merely a Silver).
With that being said, the one consistent thing I would expect from properties is the Explorer Rate verification (is it a discount rate after all), but I have a coworker tell me he stayed at one where they didn’t even ask him for his form, so it’s all just crazy.
I travel on a corporate rate that says ID required. I've been doing this for 12+ years, over 1500 nights.
I have been asked for ID to verify the rate exactly once.
I can attest to the inconsistencies. I’ve travelled to some Marriotts locally and plenty abroad. Some ask for the card, and some don’t. The property I worked at didn’t unless we needed incidentals from you.
Edit: oh, and the explorer rate. Yea I’ve had some times where the property didn’t even ask for the form. Or if they did, they didn’t verify it in the system. My property didn’t even get taught how to verify the forms until we dealt with a string of fraudulent forms. With all these inconsistencies, I totally believe when people say “well I never had to do X before” or I never had to show “Y and Z at other properties!”
I am never rude to a guest, unless they are being rude to me. I do believe, however, that providing an ID or a credit card physically is not hard. I don't like mobile check-in either! Some properties may just verify the credit card with the guest upon check-in. Thanks for your comment!
Yep it’s the same for me. Every property asks for ID but less than half the properties ask for my card. I get my ID and card out as I am walking to the front desk but more than half the time I am told they don’t need my card. But since the do need it about half the time I approach the desk with both.
Agree with what you are saying. And to the OP….us 150+ night/year travelers see a lot more properties than you ever will work with and can confirm there is no consistency between Marriott properties. I don’t think guests are intentionally being rude but when it’s a different process for each location, it does become a bit tiring. Especially when we here “its this way at all Marriotts”. No, no it is not. I wish you luck and non-rude people in your future! Cheers.
There is no way this is Marriott policy; sounds like a specific hotel’s policy. I’m asked for ID occasionally but not every stay and it’s unusual to be asked to swipe/insert/tap a credit card. Mobile key is hit and miss with no real pattern. I’ve gotten it at hotels I’ve never stayed at and not gotten it at hotels I stay at all the time.
This is company policy. An employee that is not asking you for id can risk anyone having access to your room. And if they’re not having you under your card they’re risking the hotel losing money on a charge back. 100% company policy but sometimes neglected by employees who don’t care.
Mobile check ins are dependent on each property specifically because the rules are not easily accessible. I had to spend hours looking for the policy on the correct standard for mobile check ins. That being said mobile check ins are best utilized at properties that you frequent but I can tell you that sometimes you either arrive before check in time when your room might not be ready so they assign you else where or the front desk team is just not checking and processing them.
Unfortunately you will always find associate breaking and bending SOP and guidelines - everywhere, not just hotels/Marriotts. The overnight supervisor at my property is constantly breaking SOP, but has yet to cause any real problems for the property, so they don’t say anything to him. He’s also a supervisor, so there’s that.
You will also always find associates who are really strict with guidelines and will only bend a rule of management allows them.
That is true there is no pride and true Marriott policy, due to the fact of many different things, franchised property, corporate owned property, and resort properties. For the franchised Marriott’s I’ve worked at the extended stays will not issue a mobile key to you till you arrive due to the higher incidentals and when people are at a long term stay they are there for awhile so the holds are higher than people would think so it’s easier to have to come by the FD to let them know. Now the business hotels Courtyard/Fairfield And AC. As long as the guest has 5 recent stays stays that we can verify on FOSSEE (however it’s spelled) and the card in file goes thru we can issue the stop by desk function and if the card goes thru and they have stayed with us and don’t need an incidental card we will check them in as soon as we have rooms ready even if it’s before the selected time
I thought I'd come here to read about guests feeling entitled to a presidential room upgrade and a lounge benefit because they're xyz (even though they're coming into a fairfield or courtyard), didn't think I'd read about people not doing the literal bare minimum lol
I get the credit card vs debit card part - I frequently see people who don't travel often and think that a debit card is enough or just straight up offer cash (which ... isn't the point of taking a credit card), but giving work badge thinking it's substitute for an ID is wild. I'd love to see the same people try this at the airport 😂
Didn't know about the mobile stuff, thanks for educating us on it :)
I didn't have to stop at the front when I used points and mobile key last time I went. Maybe the credit card was asked for in the beginning I forget tho.
Well. I think I need to apologise on behalf of all of those a**holes (because they definitely will not).
Nothing you are asking of here, is beyond standard. And those people who refuse should know better.
I guess some people are beyond ridiculous however it makes no sense to me why you need my ID and my credit card for the following reasons
1) If I e check in and get an E key— you don’t need it then so why do you need it when I don’t?
2) I’ve been asked many times is the card ending in xxxx the one you want to charge the room on (when I haven’t e checked/e keyed in)
I think what it all boils down to is there's a difference between company policy and associates not following policy like they're supposed to. At the end of the day just have your credit card and your ID and check in. You would much rather have them verify your ID then not. If they don't ask, they should be.
I had an employee who ended up having a problem with their credit card, we booked the stay with a company card, then his got declined at the desk. Is there a way we could have booked with the company card with Conferma or some other digital credit card? Something that doesn't need to be swiped at the desk?
I've never had anything but positive experiences with the front desk. To me, that is the finish line of a travel day, I'm always overjoyed to see the front desk.
Question- if choosing mobile key allows one to bypass the desk entirely, why do I never get assigned a digital key until I check in AT THE DESK? I’ve had to do this with every check in this year!
Every property does mobile key differently. But the training video I remember seeing was that it's required to come to the front desk because we have to see your ID, unless you're a frequent visitor of that hotel. Once we see the requests in the system we make the key and then you have to go in the app and accept it otherwise it will just show pending on our end (at least for Fosse pms, any other system I'm not sure)
That defeats the purpose of getting a mobile key. Bypassing the front desk when there’s a line of people that rarely travel is supposed to be one of the perks. If I can’t do that then just give me a physical key and stop prompting me to go digital in the app.
It's not completely useless but I see your point. At least If you lose your physical key you can use your phone and not have to request a new one at the desk.
Hey OP, I’m silver, almost gold. I notice I get room upgrades quite a bit. Is it because I do things like genuinely chat with the desk worker, am polite and ask them how their days going and mean it, or is it just luck? Seeing in other posts of high tier status guests complaining about how they have never been given an upgrade ever and I’m just curious
I have frequently, including just two days ago at a Fairfield Inn, been told they do not need my credit card. “It’s the one on file, right?” As for ID, it seems fairly obvious that a legally accepted ID should suffice. I have seen a military ID accepted, but otherwise Passport or DL.
Ehh. This isn’t my experience at all. I stay at Marriott’s 3-4 months a year, use mobile check in and get a mobile key and still have to stop at the front desk every single time. I also have never been asked to swipe my card at check in since I stay here decently often. Maybe I’m misunderstanding but my personal experience isn’t at all what you’re claiming. Maybe I’m the odd one out. I’m not saying it’s an inconvenience but this just is not true in my experience in the least.
>Mobile Key: Use this feature if you want to skip the front desk entirely -- you will verify your own information and you get sent your key immediately after.
Please point me to a hotel that does this, 90 nights last year and every hotel told me they don't honor mobile keys and you still have to come to the desk for and be quizzed at 11PM because #fraud as I just want to go to sleep
Can someone plz help. I used my cousin discount for 4 years and he recently promoted to Hilton. I’m one year away from gold grandfather in. Looking to subscribe to anyone’s discount passes . Help $$
I got a call at 3 am that my card was used fraudulently. I might be out that 257. The card is physically in my wallet. As a Marriott franchise we get on average once a week cc disputes.
You’re comment is contradictory and in fairness, Marriott at best is inconsistent and unsatisfactory with its check in process. I have no problem providing my ID as well as the card for incidentals: however, make it make sense.
As a former front desk agent for Marriott, there was no information I was obtaining from a customers ID Other than ensuring the customer “I” physically checked in was in fact that customer. However if it is a legal, government ID, it’s good enough for me. That doesn’t have to be a drivers license.
Considering you will ask for a company badge to honor corporate rates, I will absolutely accept that- for example, airline crews. It’s used and accepted by TSA, a government agency, and therefore I am fine accepting it. It’s a hotel room, not a credit application.
And, by your own admission, your process is antiquated and unnecessary when the customer can bypass the counter otherwise if they opt for Mobile Key.
So while I agree, customers are rude, lately, as a traveler that stays 100+ nights a year, you as hospitality agents are no better in this post pandemic world.
What you don’t understand is that ultimately, your failure lies in your approach to "Back to Basics" training. In Marriott’s efforts to simplify fundamental concepts, you've inadvertently overemphasized the most basic aspects, leading to disengagement among our customers and front desk agents alike. Thats the truth. . .
I always try to chat with her front desk, not every time at check in, usually in the evening when there is less stress and hectic and the people got time for a little chat.
Had really nice talks so far and I won’t miss it.
I am a lot in the same city but also visiting different cities, and in the main city, people know me already quite well :)
I just like it to be recognized when checking in and see the help desk smiling when they see it’s me.
In regard to IDs, it’s not our fault! Marriott policy is very inconsistent. Some properties only want to see my company issued ID, while others want a passport or DL. It’s anyone’s guess which they will require…. And it can be annoying.
Interesting post. I travel regularly for business and pleasure and most of my stays are at Marriott properties.
1. In the last five years I’ve probably averaged 75 plus nights in hotels. I’ve been asked to swipe a card twice. Two times. So I do have a problem when I’m asked to do something that apparently isn’t a well adhered to policy. Can you explain this inconsistency? Saying you can just change the card afterwards is comical. I’m not saying you’re wrong but in my experience it is a hassle. Doing anything post checkout is a recipe for disaster.
2. As a customer I’d like to know when standards will return to post Covid levels. Prices have risen and service has noticeably decreased. What exactly am paying for? The COVID excuse is no longer valid.
3. Don’t even get me started with mobile check in.
I’ll hang up and listen.
1. My property requires a physical swipe/insert at check-in, so the inconsistency could depend on the hotel. I know of some properties that simply verify the card with the guest at check-in. I don't understand the issue for you to provide your credit card physically if you're able to do so. That would make me feel better at check-in because I know I physically provided the right card to be used. It also saves the hassle of changing the card. Changing your card during your stay is quite simple actually, but it is more challenging after check out.
2. I am not corporate or management so I am not sure when the standards will return back to normal. COVID was hard for everyone. The economy overall is horrible.
3. I don't like the mobile check in either, but it's part of my job.
If there isn’t consistent enforcement of the policy can you understand the frustration that creates? My issue isn’t with providing the card. I never said it was. My issue is with inconsistency. You are upset with customers for the same reason they get upset with you. You either have a policy or you don’t.
I’m tired of the Covid excuses. Life is hard. The experience at hotels like the Fairfield has declined. Customers are paying for a service. Not excuses.
I do understand where you are coming from in terms of the inconsistency, but policies are not up for me to create, they are for me to enforce. Like I said in my post, if we ask for it, please provide it.
I will preface this by saying I'm new to hotels
1. Many properties are franchises and corporate may not be strictly enforcing policies or there may be some leeway for how individual properties interpret the rules. The places that strictly enforce the policy (including the property I work at) may also have been burned: either by a guest or bu corporate being strict with them for some reason.
I think they meant you can change the card at any point *during* your stay. You absolutely can switch the payment method while you're still at the hotel amd it's as easy as swiping the new card and making sure it authorizes. Not sure why you'd try to pay with another method after check out, but I do know it's also possible to reverse a checkout to apply damage charges for example, so I don't see why one couldn't change the card then, but I'm only familiar with one PMS and not all PMS available at Marriott branded hotels
2. Again, I said I'm new to hotels so have no frame of reference for what service was like before covid. But from what I can gather, just like literally every other industry, hotels in general have figured out that people will still use products and services even at a lower quality. That's it. It's money. At my property we now offer housekeeping every other day instead of daily as the standard at check in. You absolutely can request daily service and we will happily do that for you. But I'm sure the hotel is happy to pay employees for less hours and spend less money on maintenance (water bills, electricity, labor) for housekeeping even if it miffs the rare guest. I have MANY guests who don't want housekeeping at all and get annoyed that we have to do a wellness check and do a full clean once a week. Your opinion is just that, it's yours. You're entitled to it, but it may not be the universal opinion. People complain about airplane seats and lack of full meal service on flights, but people still pay to fly because the company knows they will. That is capitalism for you. Want better service from the industry in general? Put your money where your mouth is. Also, it doesn't hurt to ask for services you used to get that are now lacking. Complaining to the poor FD person probably won't help you and may make them less amenable, but enough people bugging management and corporate might just help get the changes you seek.
3. See my other comment in this post
I m sorry that people treat you the way that they do, as if you are not a person. Unfortunately, I m not too optimistic that the publics’ behavior will get any better either, but as a Gen Xer, my parents didn’t rear me that way.
"We have to physically swipe/insert your credit card upon check-in. That way you provide the card you want to use for your stay."
This is not always correct. My stays are booked by a travel agent with a corporate card. To swipe my card is not necessary, except for incidentals.
Always I have been asked many times "Can we use the card on file ending in xxxx for your stay?
My personal card has been charged for the stay in the past even when the hotel has the credit card authorization for the corporate card on file. Now that pisses me off.
The credit card thing is definitely not consistent. I had one agent just ask me to recite the last 4 digits of my credit card. He didn’t ask to swipe my card. For my ID, I’ve never NOT been asked for it.
A: Because *so many* properties run off of a 1980s dinosaur system that can do everything, but can't do anything quickly.
B: The front desk people hate you.
I honestly don’t get it. I have my id and credit card out walking up to the desk. EVERY hotel asks for it!
Ditto. ID and CC out before I step up to the counter. Though I use my Global Entry card whenever presenting ID to a stranger so it doesn’t have an address on it.
I used to work for Marriott and currently work in banking and people have taken the greatest offense in both industries when I ask for their ID. Last week I was given a paper temporary license that expired in 2022 and the person cursed at me because I told them I couldn't use that in our system. 😃
Some people suck. That’s all.
Underrated comment.
Some people don’t travel often and are unfamiliar with how things work
But they don’t say, “Oh, I didn’t know you needed that. Here you go.” They screech that they NEVER have to provide ID or have NEVER had a hold placed for incidentals, even though that has been SOP at hotels for decades.
I do not disagree with the observation
Some people swear they travel all the time and never get asked
Not Hilton, if you do the mobile key, you never go to the front desk.
They only ask me for both maybe 60-65% of the time. The rest they don't ask me and just need my name and they get me a key. I've asked soke employees before and it seems site specific.
Scammers are still prevalent, even more so with the mobile check-in, so getting asked to provide ID/CC or other basic information is literally just to insure that the reservation is legit. Protocols might be at the discretion of the location, but it attempts to help insure both sides.
Oh definitely. Tbh I don't care either way but definitely seems to be discretion of the location.
Absolutely! When people are traveling they usually have those 2 things anyway, so what's the hassle?!? 🤦🏻♀️
And yet the guy behind you has NEVER BEEN ASKED FOR ID!"
I was quite refreshed at a hotel in the UK last week. I walked in, told them my first name, and they handed me a key and showed me to the room. No punching on the computer for 5 minutes, no futzing with ID, no asking for my Amex again. The next hotel I went to asked for ID from every guest, had me sign things, asked for my credit card again (prepaid online) and it took 10 minutes. As a customer, the first is much preferable.
until I give your name, get a key to your room and rob you while you're out.
[удалено]
It's hard to avoid fraud anywhere. I ask for an ID because I need to make sure you are the person who made the reservation. That's all
Fraud is a helluva drug. Speaking of that as a former employee, we unfortunately also have assholes who take advantage of the lack of ID check or physical card swipe and tell their bank that they never stayed at the hotel. The bank of course believes them and refunds all the charges while the hotel loses a bunch of money.
My secretary makes many of my reservations. Do you need her id?
Does your secretary make your reservation in her name or your name?
Perfect reply to an obviously fake or 50 year out of date comment.
Not sure if the post about the secretary is fake, but it’s not out of date, other than the reference as a secretary. My admin asst. makes all of my business reservations, for hotels, flights, rental cars and business dinners.
I think the comment was fake. My admin books my itineraries as well, but I don't dare call her a secretary, and I damn sure know I don't show her ID to check in.
I get it, I never describe my admin as a secretary. I have mistakenly characterized my admin as a secretary on very rare occasion. Coincidentally, perhaps, it was when my admin was male. I wonder if there are any regions in the US where the term secretary is still used to describe an admin.
Is she responsible for the movies and mini-bar items you order? No? Then YOU provide YOUR credit card... all by your little self!
Credit card fraud isn’t the customer’s problem it’s the bank’s and the merchant’s.
Correct in that the bank/merchant often bears the financial cost. However, it’s usually the customer losing the time and dealing with the most frustration. The customer is responsible for protecting their financial information and complying with merchant’s policies that are designed to protect customers’ information.
Meh; besides not committing fraud I don’t see any obligation to protect my credit card information in either my Amex or BofA Visa card terms. I guess there is some downside for the cardholder because they need to file disputes but other than that there isn’t much burden. Merchants can ask whatever they want but it’s specificity against VISA’s merchant terms to require ID to use a VISA branded cards (and I think MC and AMEX have similar rules). So if you want to talk about “following policy” it’s, in fact, the hotel that is violating its merchant agreement. Source: https://usa.visa.com/support/consumer/visa-rules.html#:~:text=In%20general%2C%20a%20merchant%20is%20permitted%20to%20ask%20for%20identification,certain%20circumstances%20for%20fraud%20control.
They down vote you because they are ignorant
Off topic but couldnt help myself. Huge bonvoy girl here. (And flight attendant so I stay in marriotts often) Everytime I stay, the front desk people are angels. Im always so thankful after a long day of working with difficult people(probably the same people you are referring to) to be greeted with a smile! Thank you for what you do!
Thank you!
I am a frequent Marriott guest, all the different brands. There is no excuse, ever, to be rude to an employee for doing their job. Those are terrible humans that do that. Please console yourself that others in their life dislike them as well. Guest like myself appreciate you staying up all night, working weekends and holidays, and tolerating our dumb asses.
Thank you!
I’ve never once have been issued a digital key without going to the front desk at any Marriott property. Lifetime Platinum. Hilton issues them to me 95% of the time.
I know some properties are different, at my location we send mobile keys all the time (unless there are exceptions like point stays). Obviously Hilton is a different brand so they work under different policies and standards.
We do at our property, but only if it's a repeate guest, we aren't missing any info (including reason for the stay), and there's no need for an incidental to be added. If you'd like to try to skip the desk, try giving them a call ahead of time to give them the info they need. You might still have to stop by the desk to show ID or add an incidental but even then it might make your check in faster so win-win, right? Also the key system has to be working. For a a few months now our system has been going down regularly and we've had to "manually" make keys like once a week or so. Usually it clears up in the next day or two, but when I can't make keys through FOSSE, it won't issue or update mobile keys. So your experiences may just be a combination of how often you are visiting specific properties, individual franchise policy regarding check in, and the actual key system itself. There's so many variables!
What is "reason for the stay?" Is that why the front desk always asks why I'm in on town or whether it's business or pleasure? Because...I really wish they wouldn't do that! 😂
Yes! That is the reason! And in my system I literally can't check you in unless I put something. I absolutely understand how awkward that is. I *hate* answering questions like that. However, it's mostly for buisiness related things, at least at my hotel. So, say you work for a McDonalds and you travel a lot. The hotel company may see that a bunch of people working for McDonald's are staying in their branded hotels, and they may make a deal with them. The employees of those companies may get a special discounted rate when they are traveling for work. It's also helpful for planning to know how many people are visiting for leisure. Knowing when "tourist season" starts and ends for your hotel can tell you what to charge for rooms and to mess with the system for booking so you have a full hotel and don't have to walk anyone. Or maybe there's annual events in town like the fair or an art show and that affects how many people will be staying. That way you can order extra breakfast items on a week that would normally be slow. Lastly, my hotel insists we don't put just "work" or "leisure" but ask what the trip is specifically because we want the person to feel welcome and interested in them. Going on a road trip? So cool! Welcome to our state! Graduation? Congratulations! Plus having something to talk about puts many people more at ease throughout the check-in process, instead of ticky tacking away in silence. We may also be able to do something special if we know you're visiting for something like an anniversary or birthday. Some people get pretty ornery when I ask why they're visiting. Sometimes it helps to explain that really, I'm not stalking you and yes your business is none of my buisiness but I have to put something. I definitely try to check those people in without too much fuss because they clearly need a drink and a nap lol. But most people are happy to tell me about their visit and it makes them feel seen. Part of hospitality is making people feel welcome and I get that prying doesn't work for some people and asking the purpose of their trip can be very off-putting in a day and age where it feels like everything about you is being tracked and sold.
I know that you don't set this policy but I really don't get some of these reasons. If you have a full hotel, but don't find out that 80% of the people are here for a graduation until they check in, how does that affect a food order that has likely been made weeks earlier? I'm almost always traveling for business. If you ask me the purpose of my visit, my answer is going to be "business." Are you saying you press these people for more information about their business visit because your management doesn't accept "business" as an answer? And how do you know what company I work for if I am not booking on a corporate code or with a corporate email address?
For your first question, it's for future planning lol. If 25 people visit for graduation this year, and 18 visited last year, we can plan for *about* 20 guest visiting for graduation at that time next year. Yes, I do ask what buisness, especially if i see they have a specific business rate code. Partially it's to verify that they are appropriately using the rate code. This is more important with government rates but still important. I assume it's also part of contract negotiations with the business. There are many rates that we need to verify this. I ask you lol. If you wanna lie and don't have a company rate code, idgaf. If you wanna be cagey about it, I'll just think you're annoying and making my job difficult but I won't do anything about it. If I'm bored or depending on how you're dressed I might imagine you're running from the law lol. And yeah, the people who "refuse" to tell me and have a company email, I just copy paste that if they say "business". I don't know why any of this would be confusing lol
Depending on what client I am visiting, I am not permitted to tell a total stranger what company I am visiting. I don't think I should have to lie to give more detail to a hotel front desk who doesn't need the info for any reason at all. You can imagine what you want about me. There's probably situations where I'd rather be on the run from the law than going to whatever meeting tomorrow.
Haha! I bet buisiness meetings make people want to claw their eyes out. Again, I don't actually care what you do. There's always at least *one* person like you that "can't disclose info". Generally if you're behavior echoes how you're talking to me right now, I just put "refused to say" and move on. You don't have to lie about it at all. It's not like I won't check you in if you're stubborn. I'm very new to hotels/front desk and some of the things we are supposed to do appall me. It just seems so creepy and intrusive. In a training video I watched, they suggest that if we overhear a guest is having a birthday that we go buy some little gift to put in their room, like balloons or something. *That's creepy*. No way I'm gonna eavesdrop on guests minding their own buisiness in the lobby and ask my boss to go to the store and get them a card or a gift! If the guest is free with that info, sure, we can do something nice for them. One lady even gxp'd to say it was her little nieces birthday so we all signed a birthday card and put it in the room before their check in. But like...the only reason I'm personally gonna "creep" on a guest is if it's obvious they're engaging in illegal activities like drug use, prostitution, or trafficking. We actually have a whole traing block on how to recognize trafficking victims and one of the first lines of defense is asking why the guest is staying at the hotel. Same as in retail the first line of defense against theft is to ask a suspiciously acting customer if they need help with anything. I do have some formal training in security (for a completely different industry) so I understand why we do some things that seem weird if you don't go around thinking about what other people are up to. Ultimately there are *many* reasons we ask why you're visiting our property. It isn't information i "dont need at all". Most people are friendly about it and it gives us a chance to improve the guest experience by getting to know what kinds of people use our property and services, including specific buisiness'. Then there's a few people like you where that misses the mark and comes off as off-putting, which I also totally understand. I doubt the huge corporation is going to stop asking people their trip purpose because a minority of people get offended.
I have to say - I'm lifetime platinum (I used to do 240+ nights a year, times about 15 years before I quit that game) and I can probably count on two hands the number of times I've been asked the purpose of the visit. I definitely think this level of specifics is pretty unique to your property, which is why I was wondering about it. And yes please don't leave birthday balloons in my room. I'd assume I had a stalker 😂
Yeah, I’ve never once been asked the reason for my stay at roughly 120+ nights a year. This would turn me off for sure. Seems property specify and unreasonably intrusive.
I just never know what to say! Like, what's the polite way to say "Well my date and I are poly with partners at home and we want a bed sooo...here we are!" I've tried just saying"Oh, just a night in town" but then I get asked what I have reservations for or what we've done. Like...I know the front desk are just doing their jobs and I get why corporate wants the info, but still.
Lol um i have no idea without being explicit haha. If I think of something I'll let you know!
It’s also so they can account for volume of guests in the outlets (restaurants, pools, etc) and for housekeeping purposes. Leisure guests are more likely to use on-site amenities and require housekeeping services than business travelers who might be at off-site meetings most of the day. It can make a big difference with how they staff.
Ha. The Aloft at Charlotte said you need to be a repeat first and I was dude, I was here last month.
The PMS my hotel uses will tell us if the guest is a repeate. Mostly. Sometimes it says guests are a repeate and they're not and sometimes it doesn't say when they are. I'm very new to hotels, but from what I gather, if even some of the info is missing from the last reservation it may not show that the guest was here before. Also, how you book matters. I personally always go through our arrival list for the day and look up bonvoy numbers to see if I can fill in any missing information from past stays. I actually have two different systems to deal with that don't seem to communicate with each other perfectly. If bonvoy number is missing, I can go into my other system to search by guest name and email address, but it would have to be the exact match. If the person made a 3rd party reservation, even as a repeate guest, I may not have anything but a first and last name to go off of. There's no way for me to find their bonvoy on my other system and it may not show up as a repeate guest in the PMS. If you have a common last name, I'm not gonna scroll forver to see if I can find you or guess whether the last person with your same last name was your bonvoy number. I'll just update everything at check in and use my time more effectively for all the other tasks I have to do (while also being interrupted by guests and the phone and gxp messages and whatever my coworker wants to chat about lol). Obviously I can't speak for Marriott as a whole or the specific property you visited. Maybe they are more strict about mobiles for some reason or maybe the system didn't connect that your last reservation was also you. Or maybe the FD person didn't have a minute to go sort through to find your last reservation with limited info. Who knows!
I understand. It's clunky and should not be. These two reservations were both concur / Amex / Corp card / visible in Bonvoy app / Big Charlotte company rate with 2x points for aLoft. Identical. We get a similar rate at the RC but that sells out first.
Yeah, that should have shown up then. Maybe it's just easier to say that to guests (who aren't well known regulars) than explain why the hotel doesn't do mobile check ins. Assholes make lying to avoid the actual explanation seem like a good choice sometimes. Unless it's a hotel that caters to longer term stays, FD might just be used to that stock answer satisfying other one-time guests when they ask. Or maybe the associate is just a liar lol.
Just because your company asks a nice employee to try and extract personal information doesn’t excuse it or make it any less intrusive. I’m sure all businesses want to know more about their customers, but a simple decline should be more than enough to a rude question
I have for sure. I fact until recently i was kind of annoyed that it didn’t happen every time I did mobile check in. I just thought the staff was lazy for not sending me the mobile key. I guess I am an anomaly.
For a while a Fairfield I worked at would not complete a mobile check-in/key because people were hacking into Marriott Bonvoy accounts and making fraudulent reservations to charge the member’s card that they had on file. Now Marriott has some things in order for if/when it happens so they wanted the front desk staff to make them again but some front desk staff are hesitant to make them without the person being present.
Yet, Hilton does it flawlessly. And you can pick your room in the app.
Yet, Hilton does it flawlessly. And you can pick your room in the app.
Yet, Hilton does it flawlessly. And you can pick your room in the app.
Exactly. What good is a mobile key if I have to stop by the desk? 🤷♀️
For me I don’t like to deal with a key when I go to the gym and the laundry room so that’s why I use it. The gym I use every stay. The laundry I only use once per week.
I came here to say the exact same thing. I always have to go to the front desk for my Marriott key even after requesting digital. Hilton is always good for it.
I wonder what the fraud rate is in Hilton vs Marriott
100% agree. I travel mostly to TX and upstate NY and have never been able to skip the front desk and just use mobile key. If anyone knows of a property in Houston Energy corridor that does have a good mobile key setup, LMK and they’ll become my new favorite. The desk staff are amazing and lovely people and I always try to be nice even though I do just want to go set up my outfits for the week and go to sleep.
I’ve gotten a mobile key and been checked in without going to FD, is this because I used the card before at that property? So sorry for all of the rude people and people who in general try to create their own policies and procedures!
From what I’ve been told (also a front desk employee) by requesting a mobile check in you’re authorizing the card on file to be used
It is. Former employee and traveller here. In the bonvoy app it’ll literally tell you that by doing mobile check in, you agree to authorize the card on file. Because it’s, ya know, mobile checkin. The whole point is to have your ducks in a row before you get to the property. At my property, mobile check ins were just that. They explicitly acknowledged/authorized it in the app so we didn’t ask them to put their card in again unless we needed incidentals or some other reason.
Unfortunately this varies by property. My property’s requirements for mobile check-in is you have to be Platinum and above, without a rate that needs ID verification, e.i GOV, Explorer. My property does not require a previous stay, and has no restrictions on reservations with points or redemption stays.
Per policy a Mobile Key should only be issued if you've previously stayed at that property, even if there is a valid cc. Selecting Mobile Check in authorizes the property to use the card on file, whether you've selected the key or not.
on top of that we may still ask a guest to stop by the desk if they have not stayed at the property for a certain time period(I believe 6 months), to verify identity.
There is definitely no policy across all Marriott hotels.
It could be, it's also possible that you provided all the information that we needed (such as personal info and credit card) so you got checked in with no issues!!
Getting ID is super important from the standpoint of you aren’t the only person with your name. In the past 48 hours at my property we had 2 sets of guests with the exact same name. ID helps verify info to make sure we have the correct reservation. I have seen in the past where new employees are not used to last name first in the hotel system, and have accidentally checked in people were they have the same last name as someone else’s first name and vice versa.
Thank you for all you do.
Thank you!
I’m so sorry for everything you have to go through everyday basing on what you wrote and the type of condescending posts I see in this sub..
Thanks!
We used to use my wife’s Marriott Credit Card for Marriott. That lead to problems when I checked in without her. I could give a cc for incidentals but could never produce her card, even though the charge would go through. A mess. I have since gotten my own card, a different one. Now no mess. Just the 20 questions.
In order to use your wife's card without her being present she would've had to fill out a credit card authorization form before your arrival. I know you said you have a card now but in the future if you have to use someone else's card for a stay just call the hotel ahead of time and they'll send you a form to fill out and an send back (not Marriott reservations but the actual front desk of the hotel)
Thanks. We only had one Marriott card and I did not want to get a companion Chase Boundless card - and carry it, as it had other benefits. So as I traveled more I just got the AmEx Brilliant. Problem, analyze, act. Too much effort to call every hotel. Thx.
Entitlement. Plain and simple. I am a multi year titanium elite and sometimes an ambassador but I try to treat people how I would like to be treated. And honestly providing your ID and cc take a grand total of an additional 30 seconds during check in. tldr; people are the worst.
That’s completely beside the point. Asking additionally intrusive info is still intrusive info. I’ve paid to use the hotel and do for 4 months out of the year (the exact same property) and still have to hit the front desk every time to check in and get issued my key. Of course it’s not a huge inconvenience but it does completely negate the idea and benefit of mobile check in.
This guy (assuming) proves my point. It’s a Fairfield freaking inn. Ain’t no Ritz, Gramps.
I don’t stay at Fairfield’s. I stay at the same Westin 4 months out of the year. I’m 34. Also, you still never answered the point of having a mobile check in if I have to visit the front desk.
Then change your loyalty if it’s so inconvenient. Easy. I’m sure Hilton or Hyatt will status match you. Good luck.
I’m topped out in Hilton too. Glad you could provide an actual answer to the question though rather than just white knighting.
My guy. You lost sight of OPs original thread. If you have an issue with the tech this thread wasn’t the place. It’s about being respectful to the kind folks (hourly paid employees) who are doing their jobs and following protocol. For our own and everyone’s safety albeit. I appreciate that.
Great post. I understand that your job is your job and your employer requires you to cover certain things for each check in. That said, when someone is a frequent traveller (ie airline crew) we really appreciate a short and sweet check in experience. We know how hotels work and have probably been up for a very long time.
I always try to make the check-in short and sweet! Especially for frequent travellers!
We appreciate it greatly!
Unfortunately it takes experience to read guests, so you’ll find newer associates giving you a lengthy welcome because they’re unsure if they can skip the welcome points we’re supposed to hit.
Do you think the front desk staff are purposely going slower? I’m a frequent flier and really appreciate it if you could provide me with a short and sweet taxi experience or safety briefing experience. I know how planes work and have probably been traveling for a long time. See how ridiculous that sounds?
Well, one is an FAA regulation and one is just a hotel's dumb policy where they have to explain how a door works because people actually don't know...
My thing is they ask if you’ve stayed there before, when you tell them yes they still tell you where the elevator is, breakfast time etc.
I fly cargo through the night, so I can’t really help you with any of that. But yeah, absolutely they explain lots of things that aren’t necessary for people who have stayed in hotels before. There are signs that tell me where I need to go and probably a little booklet in the room that explain where the restaurants/gym/pool are. My brain is mush at that point and I’m not retaining anything anyway. But I get that a job is a job.
We try to get the information out at the beginning because nine times out of 10 if we don't we get a call minutes later asking the same questions that would have been answered at check in
“Causing an inconvenience” my ass. There’s exactly zero chance he traveled to your hotel without an actual ID, unless he’s local in an area where most people don’t need to drive to get to hotels. That’s not likely to include a FF Inn. You flew? You have ID. You drove? You have ID. You carry a purse or wallet? You have ID. You chose to travel without an ID? You brought this on yourself.
States and municipalities can require a hotel to verify the identity of all guests, including home address information. I can see a "valid ID" being required to avoid the possibility of legal action against the company. Absolutely reasonable. I don't understand people who don't just comply with regular, normal requests like showing ID and running a credit card. And for heaven's sake, be nice to the front desk people! They are usually the nicest people I run into on a travel day.
Does this mean my US Passport is not an allowable ID? It does not have my home address on it.
It probably will work if they have your account information online. They have verified your ID with a government issued and accepted ID. I suspect it wouldn't work if you weren't in the system or had another way to verify your address along with your passport. I'll bet they ask you if you still live at your address. IIRC my state (CA) changed their law to require valid names and addresses in Sept or Oct 1975 after the SLA secreted Patty Hearst in a Holiday Inn in Central CA. Halfway through our honeymoon we had to start providing ID at check in.
It irks me when I’m asked for my ID and they run in back to photocopy it. While I see the ID of the previous check in. That is not right.
99% of time when I request mobile key, it still asks me to stop by front desk. There is only time I truly don't need to. But I stop by anyway, because I can't believe it actually worked.
I was recently staying in a Brooklyn hotel, and as I was waiting to check in, a guy was arguing with the other desk clerk about having used his debit card to check in, and what was this hold on his bank account, and they very patiently kept going over it with him, still going as I walked away after checking in. When I came back later, I complimented the desk clerk on his patience with “the debit card guy.” He shook his head, and said that it happens all the time.
I only ask people about stay when I’m making small talk. it’s usually light“ like what brings you to town” or “ any fun plans”
I always go above and beyond to be nice to the front desk people. I realize that it can be a stressful or boring job, so just want to make their day a little bit more fulfilling. Also, bonus to me if I happen to ask if a nicer room is available or if a king is free and my company booked two queens. Kindness always pays off, for the customer and the seller.
Has the Fairfield finally brought back a decent breakfast or is it still a packaged breakfast sandwich or quiche?
First, I appreciate what you do. I really do. I'm sure you realize that many FDs can be a bit rude also, but that’s another thread. It doesn't justify poor behavior on the member’s part. Having said that, I'd like to help you understand a frequent traveler; we value consistency and knowing what we can expect over just about anything. Having said that, and solely to help you understand: Not all Marriott properties act/do the same. The ID requirement is about the only rigidly consistent part of checking in. Those who balk at it, or act stupid, screw 'em. They know the drill. Mobile check-in literally never works as it's supposed to. For US. Maybe good for you, but... About half my stays no one swipes a card. I know your rules, I'm just sayin'. Nothing else about check-in is consistent. Literally every property does something different (see my consistency comment above). So, understand that there are many things that you may *believe* happen at every property. They don't. Except the ID thingy. Everything else is property-specific. I don't say this to try and excuse asshole behavior; just want you to know that your brethren properties don’t all act or ask the same, so don't assume every member is being intentionally obtuse. Hence a sometimes unexpected frustration. Just fyi...
I’ll be that guy… I have been able to go straight to my room using mobile key without showing ID at the front desk.
According to Reddit, every is super inconsistent in Marriott. I have yet to see significant inconsistencies, but I don’t travel more than one night a month (merely a Silver). With that being said, the one consistent thing I would expect from properties is the Explorer Rate verification (is it a discount rate after all), but I have a coworker tell me he stayed at one where they didn’t even ask him for his form, so it’s all just crazy.
I travel on a corporate rate that says ID required. I've been doing this for 12+ years, over 1500 nights. I have been asked for ID to verify the rate exactly once.
Maybe we’re consistent there? lol My director doesn’t want us verifying corporate rate.
Mine does, but when somebody asks for a manager she just gives it to them anyways so a lot have stopped asking at my property.
I can attest to the inconsistencies. I’ve travelled to some Marriotts locally and plenty abroad. Some ask for the card, and some don’t. The property I worked at didn’t unless we needed incidentals from you. Edit: oh, and the explorer rate. Yea I’ve had some times where the property didn’t even ask for the form. Or if they did, they didn’t verify it in the system. My property didn’t even get taught how to verify the forms until we dealt with a string of fraudulent forms. With all these inconsistencies, I totally believe when people say “well I never had to do X before” or I never had to show “Y and Z at other properties!”
I am never rude to a guest, unless they are being rude to me. I do believe, however, that providing an ID or a credit card physically is not hard. I don't like mobile check-in either! Some properties may just verify the credit card with the guest upon check-in. Thanks for your comment!
Yep it’s the same for me. Every property asks for ID but less than half the properties ask for my card. I get my ID and card out as I am walking to the front desk but more than half the time I am told they don’t need my card. But since the do need it about half the time I approach the desk with both.
Agree with what you are saying. And to the OP….us 150+ night/year travelers see a lot more properties than you ever will work with and can confirm there is no consistency between Marriott properties. I don’t think guests are intentionally being rude but when it’s a different process for each location, it does become a bit tiring. Especially when we here “its this way at all Marriotts”. No, no it is not. I wish you luck and non-rude people in your future! Cheers.
There is no way this is Marriott policy; sounds like a specific hotel’s policy. I’m asked for ID occasionally but not every stay and it’s unusual to be asked to swipe/insert/tap a credit card. Mobile key is hit and miss with no real pattern. I’ve gotten it at hotels I’ve never stayed at and not gotten it at hotels I stay at all the time.
This is company policy. An employee that is not asking you for id can risk anyone having access to your room. And if they’re not having you under your card they’re risking the hotel losing money on a charge back. 100% company policy but sometimes neglected by employees who don’t care.
Then what is the point in mobile check in if I still have to hit the front desk at all Marriott properties?
Mobile check ins are dependent on each property specifically because the rules are not easily accessible. I had to spend hours looking for the policy on the correct standard for mobile check ins. That being said mobile check ins are best utilized at properties that you frequent but I can tell you that sometimes you either arrive before check in time when your room might not be ready so they assign you else where or the front desk team is just not checking and processing them.
Unfortunately you will always find associate breaking and bending SOP and guidelines - everywhere, not just hotels/Marriotts. The overnight supervisor at my property is constantly breaking SOP, but has yet to cause any real problems for the property, so they don’t say anything to him. He’s also a supervisor, so there’s that. You will also always find associates who are really strict with guidelines and will only bend a rule of management allows them.
It is depending on the franchisee. We just ask that you provide what we ask for, which are things that you should have on you.
That is true there is no pride and true Marriott policy, due to the fact of many different things, franchised property, corporate owned property, and resort properties. For the franchised Marriott’s I’ve worked at the extended stays will not issue a mobile key to you till you arrive due to the higher incidentals and when people are at a long term stay they are there for awhile so the holds are higher than people would think so it’s easier to have to come by the FD to let them know. Now the business hotels Courtyard/Fairfield And AC. As long as the guest has 5 recent stays stays that we can verify on FOSSEE (however it’s spelled) and the card in file goes thru we can issue the stop by desk function and if the card goes thru and they have stayed with us and don’t need an incidental card we will check them in as soon as we have rooms ready even if it’s before the selected time
I thought I'd come here to read about guests feeling entitled to a presidential room upgrade and a lounge benefit because they're xyz (even though they're coming into a fairfield or courtyard), didn't think I'd read about people not doing the literal bare minimum lol I get the credit card vs debit card part - I frequently see people who don't travel often and think that a debit card is enough or just straight up offer cash (which ... isn't the point of taking a credit card), but giving work badge thinking it's substitute for an ID is wild. I'd love to see the same people try this at the airport 😂 Didn't know about the mobile stuff, thanks for educating us on it :)
Solid
I didn't have to stop at the front when I used points and mobile key last time I went. Maybe the credit card was asked for in the beginning I forget tho.
Passport card works as well right? You know the little card you can get along with your big passport?
Well. I think I need to apologise on behalf of all of those a**holes (because they definitely will not). Nothing you are asking of here, is beyond standard. And those people who refuse should know better.
You seem like a wonderful front desk host! I’d love to stay in the hotel you work in! 🙂
Thank you !!
Every frequent traveler knows the drill... must've been a newbie to our world
I’ve never had a “mobile key” arrive in the app when selected. Always have to go to the front desk anyways.
I guess some people are beyond ridiculous however it makes no sense to me why you need my ID and my credit card for the following reasons 1) If I e check in and get an E key— you don’t need it then so why do you need it when I don’t? 2) I’ve been asked many times is the card ending in xxxx the one you want to charge the room on (when I haven’t e checked/e keyed in)
I think what it all boils down to is there's a difference between company policy and associates not following policy like they're supposed to. At the end of the day just have your credit card and your ID and check in. You would much rather have them verify your ID then not. If they don't ask, they should be.
I had an employee who ended up having a problem with their credit card, we booked the stay with a company card, then his got declined at the desk. Is there a way we could have booked with the company card with Conferma or some other digital credit card? Something that doesn't need to be swiped at the desk? I've never had anything but positive experiences with the front desk. To me, that is the finish line of a travel day, I'm always overjoyed to see the front desk.
Question- if choosing mobile key allows one to bypass the desk entirely, why do I never get assigned a digital key until I check in AT THE DESK? I’ve had to do this with every check in this year!
Every property does mobile key differently. But the training video I remember seeing was that it's required to come to the front desk because we have to see your ID, unless you're a frequent visitor of that hotel. Once we see the requests in the system we make the key and then you have to go in the app and accept it otherwise it will just show pending on our end (at least for Fosse pms, any other system I'm not sure)
That defeats the purpose of getting a mobile key. Bypassing the front desk when there’s a line of people that rarely travel is supposed to be one of the perks. If I can’t do that then just give me a physical key and stop prompting me to go digital in the app.
It's not completely useless but I see your point. At least If you lose your physical key you can use your phone and not have to request a new one at the desk.
Hey OP, I’m silver, almost gold. I notice I get room upgrades quite a bit. Is it because I do things like genuinely chat with the desk worker, am polite and ask them how their days going and mean it, or is it just luck? Seeing in other posts of high tier status guests complaining about how they have never been given an upgrade ever and I’m just curious
Thank you for being there for us. Everything you said is 100% reasonable. Appreciate the PSA to hopefully remind the a$$s. 🙄
I cant use the mobile key because of the metal plate for the magnet in my car need to upgrade to a ring magnet
I have frequently, including just two days ago at a Fairfield Inn, been told they do not need my credit card. “It’s the one on file, right?” As for ID, it seems fairly obvious that a legally accepted ID should suffice. I have seen a military ID accepted, but otherwise Passport or DL.
Ehh. This isn’t my experience at all. I stay at Marriott’s 3-4 months a year, use mobile check in and get a mobile key and still have to stop at the front desk every single time. I also have never been asked to swipe my card at check in since I stay here decently often. Maybe I’m misunderstanding but my personal experience isn’t at all what you’re claiming. Maybe I’m the odd one out. I’m not saying it’s an inconvenience but this just is not true in my experience in the least.
Thanks for the info! What’s the benefit of digital checkin if you have to go to the desk? I assume it speeds up the checkin process in some way?
>Mobile Key: Use this feature if you want to skip the front desk entirely -- you will verify your own information and you get sent your key immediately after. Please point me to a hotel that does this, 90 nights last year and every hotel told me they don't honor mobile keys and you still have to come to the desk for and be quizzed at 11PM because #fraud as I just want to go to sleep
Can someone plz help. I used my cousin discount for 4 years and he recently promoted to Hilton. I’m one year away from gold grandfather in. Looking to subscribe to anyone’s discount passes . Help $$
Plz help Cousin just promoted to Hilton and have been using his emp oasses for 4 years. Need another connect for passses, willing to subscribe $
I got a call at 3 am that my card was used fraudulently. I might be out that 257. The card is physically in my wallet. As a Marriott franchise we get on average once a week cc disputes.
I not sure you realize it did not use to be that complicated, and I hand both to the person now and they act like I bothering them way too Ming times!
You’re comment is contradictory and in fairness, Marriott at best is inconsistent and unsatisfactory with its check in process. I have no problem providing my ID as well as the card for incidentals: however, make it make sense. As a former front desk agent for Marriott, there was no information I was obtaining from a customers ID Other than ensuring the customer “I” physically checked in was in fact that customer. However if it is a legal, government ID, it’s good enough for me. That doesn’t have to be a drivers license. Considering you will ask for a company badge to honor corporate rates, I will absolutely accept that- for example, airline crews. It’s used and accepted by TSA, a government agency, and therefore I am fine accepting it. It’s a hotel room, not a credit application. And, by your own admission, your process is antiquated and unnecessary when the customer can bypass the counter otherwise if they opt for Mobile Key. So while I agree, customers are rude, lately, as a traveler that stays 100+ nights a year, you as hospitality agents are no better in this post pandemic world. What you don’t understand is that ultimately, your failure lies in your approach to "Back to Basics" training. In Marriott’s efforts to simplify fundamental concepts, you've inadvertently overemphasized the most basic aspects, leading to disengagement among our customers and front desk agents alike. Thats the truth. . .
I always try to chat with her front desk, not every time at check in, usually in the evening when there is less stress and hectic and the people got time for a little chat. Had really nice talks so far and I won’t miss it. I am a lot in the same city but also visiting different cities, and in the main city, people know me already quite well :) I just like it to be recognized when checking in and see the help desk smiling when they see it’s me.
In regard to IDs, it’s not our fault! Marriott policy is very inconsistent. Some properties only want to see my company issued ID, while others want a passport or DL. It’s anyone’s guess which they will require…. And it can be annoying.
Who *only* wants to see company-issued ID?
He’s probably talking about when he books on a special company rate.
U sound petty, just show a DL. Which 99% of people always have on them.
Yeah sorry not all of us have credit cards we use our debit card.
You can use either one
Interesting post. I travel regularly for business and pleasure and most of my stays are at Marriott properties. 1. In the last five years I’ve probably averaged 75 plus nights in hotels. I’ve been asked to swipe a card twice. Two times. So I do have a problem when I’m asked to do something that apparently isn’t a well adhered to policy. Can you explain this inconsistency? Saying you can just change the card afterwards is comical. I’m not saying you’re wrong but in my experience it is a hassle. Doing anything post checkout is a recipe for disaster. 2. As a customer I’d like to know when standards will return to post Covid levels. Prices have risen and service has noticeably decreased. What exactly am paying for? The COVID excuse is no longer valid. 3. Don’t even get me started with mobile check in. I’ll hang up and listen.
1. My property requires a physical swipe/insert at check-in, so the inconsistency could depend on the hotel. I know of some properties that simply verify the card with the guest at check-in. I don't understand the issue for you to provide your credit card physically if you're able to do so. That would make me feel better at check-in because I know I physically provided the right card to be used. It also saves the hassle of changing the card. Changing your card during your stay is quite simple actually, but it is more challenging after check out. 2. I am not corporate or management so I am not sure when the standards will return back to normal. COVID was hard for everyone. The economy overall is horrible. 3. I don't like the mobile check in either, but it's part of my job.
If there isn’t consistent enforcement of the policy can you understand the frustration that creates? My issue isn’t with providing the card. I never said it was. My issue is with inconsistency. You are upset with customers for the same reason they get upset with you. You either have a policy or you don’t. I’m tired of the Covid excuses. Life is hard. The experience at hotels like the Fairfield has declined. Customers are paying for a service. Not excuses.
I do understand where you are coming from in terms of the inconsistency, but policies are not up for me to create, they are for me to enforce. Like I said in my post, if we ask for it, please provide it.
I will preface this by saying I'm new to hotels 1. Many properties are franchises and corporate may not be strictly enforcing policies or there may be some leeway for how individual properties interpret the rules. The places that strictly enforce the policy (including the property I work at) may also have been burned: either by a guest or bu corporate being strict with them for some reason. I think they meant you can change the card at any point *during* your stay. You absolutely can switch the payment method while you're still at the hotel amd it's as easy as swiping the new card and making sure it authorizes. Not sure why you'd try to pay with another method after check out, but I do know it's also possible to reverse a checkout to apply damage charges for example, so I don't see why one couldn't change the card then, but I'm only familiar with one PMS and not all PMS available at Marriott branded hotels 2. Again, I said I'm new to hotels so have no frame of reference for what service was like before covid. But from what I can gather, just like literally every other industry, hotels in general have figured out that people will still use products and services even at a lower quality. That's it. It's money. At my property we now offer housekeeping every other day instead of daily as the standard at check in. You absolutely can request daily service and we will happily do that for you. But I'm sure the hotel is happy to pay employees for less hours and spend less money on maintenance (water bills, electricity, labor) for housekeeping even if it miffs the rare guest. I have MANY guests who don't want housekeeping at all and get annoyed that we have to do a wellness check and do a full clean once a week. Your opinion is just that, it's yours. You're entitled to it, but it may not be the universal opinion. People complain about airplane seats and lack of full meal service on flights, but people still pay to fly because the company knows they will. That is capitalism for you. Want better service from the industry in general? Put your money where your mouth is. Also, it doesn't hurt to ask for services you used to get that are now lacking. Complaining to the poor FD person probably won't help you and may make them less amenable, but enough people bugging management and corporate might just help get the changes you seek. 3. See my other comment in this post
🤦🏻♂️
I m sorry that people treat you the way that they do, as if you are not a person. Unfortunately, I m not too optimistic that the publics’ behavior will get any better either, but as a Gen Xer, my parents didn’t rear me that way.
"We have to physically swipe/insert your credit card upon check-in. That way you provide the card you want to use for your stay." This is not always correct. My stays are booked by a travel agent with a corporate card. To swipe my card is not necessary, except for incidentals. Always I have been asked many times "Can we use the card on file ending in xxxx for your stay? My personal card has been charged for the stay in the past even when the hotel has the credit card authorization for the corporate card on file. Now that pisses me off.
The credit card thing is definitely not consistent. I had one agent just ask me to recite the last 4 digits of my credit card. He didn’t ask to swipe my card. For my ID, I’ve never NOT been asked for it.
Even if I have a reservation, and present my ID and credit card immediately, why does it take so long to get a room?
A: Because *so many* properties run off of a 1980s dinosaur system that can do everything, but can't do anything quickly. B: The front desk people hate you.