Marriott launches contactless systems at select-service properties


  • Marriott, the world’s largest hotel chain, is moving toward a contactless hospitality service.
  • The hotel chain recently unveiled two new initiatives that will limit in-person interaction between guests and hotel staff.
  • Through these contactless systems, guests will be able to enjoy most of the property’s services using self-service kiosks. 

Marriott, the biggest hotel chain in the world, recently unveiled two new features as a response to consumer demands during this pandemic.  

The hotel chain’s new contactless, automated systems aim to provide hotel guests with more options that limit their face-to-face interactions with hotel staff during their stay.

The first feature is already being rolled out for pilot testing at the Moxy NYC Times Square, Courtyard New York Manhattan/Midtown East, the TownePlace Suites in Monroe, Louisiana, and several other select-service hotels, and will soon be available at the Moxy Miami South Beach.

The pilot program allows guests to complete the check-in and check-out process using self-service kiosks that will also generate room keys, provide guests access to their folio, and an option to sign up for the Marriott Bonvoy program. A press release from Marriott says these kiosks have “antimicrobial technology baked into the touchscreen glass, powered by UV light to kill bacteria and viruses.” 

The second feature is the automated grab-and-go “vending machines” that are now available at the Fairfield Inn and Suites in Frederick, and Fairfield Inn and Suites Arundel Mills BWI Airport in Maryland. These “proof of concept” large kiosks work as contactless centralized marketplaces where guests can select snacks, beverages, light bites, sundries, and complimentary breakfast offerings like hot sandwiches, yogurt, and fruit. Guests can also buy coffee drinks and other a-la-carte items from these kiosks using contactless payments via Bluetooth. 

The hotel’s new initiatives are based on statistics that show travelers’ desire for contactless solutions even when the pandemic ends, according to Marriott’s press release.  

The self-serve kiosk allows guests to complete almost all functions using Marriott’s Bonvoy app, including the ability to get in touch with hotel staff through the app’s messaging feature.

The select-service properties where the contactless systems are being rolled out also do not offer traditional turndown services or housekeeping, concierges, individualized check-in experiences, and the like, as part of their enhanced health protocols amid the pandemic. These hotels often cater to guests who only stay for a night or two and prefer limited interaction with the staff during their stay. 

It’s expected that more hotels, especially those with more affordable rates, will hop on the contactless process trend even after the pandemic. 


Source: The Points Guy

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