Marriott is Launching a Digital Concierge
It’s official: the concierge desk is a thing of the past. Today, Marriott Hotels is launching a new digital concierge service called Mobile Request, which puts service requests—from extra towels to fluffier pillows and airport pickups—in the literal palm of your hand. Built into the existing Marriott Rewards app (used by 50 million members worldwide), the request platform will be available 72 ahead of a stay, as well as during the stay and after checkout—today, it rolls out at 46 hotels before a global expansion slated for completion this summer.
How it works: simply select your request from a drop-down menu pre-populated with the most common services and amenities, or choose “Anything Else?” to pull up a two-way chat. The latter will connect you with an actual human being who will fulfill and confirm your request.
Mobile concierges are hardly Marriott’s invention: we’ve been tracking the trend for years. Conrad was first to jump on board, Intercontinental and Ritz-Carlton have long offered destination guides and concierge-style tips and activities from dedicated apps, and Hyatt has brought its concierge service to Twitter with its popular @HyattConcierge, which can also service in-room requests. But Marriott’s sheer size and scope proves that this is a trend that’s here to stay.
Want to get in on the fun, but don’t have a trip planned? Throughout the day, New Yorkers (or Big Apple visitors) can use the promotional hashtag #AppYourService to receive surprises and gifts from redcoats stationed throughout the city.
Nikki Ekstein is an associate editor at T+L. Follow her on Twitter at @nikkiekstein.