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Marriott launches new “virtual concierge” services
Marriott’s new “At Your Service” program starting 25 January offers many perks, including a personalized e-mail five days prior to check-in that includes local transportation, weather and restaurant information, as well as directions and maps.
The service will be offered at nearly 2,500 hotels worldwide, including Marriott Hotels & Resorts, JW Marriott Hotels & Resorts, Renaissance Hotels & Resorts, Courtyard, SpringHill Suites, Fairfield Inn, Residence Inn, TownePlace Suites and Marriott Conference Centers.
At a growing number of hotels and resorts, the service will be expanded as a “virtual concierge.” Guests will be able to reserve spa treatments, room service for delivery upon arrival, and other amenities specific to each hotel.
Guests can also request complimentary amenities that each hotel offers, such as extra pillows, miniature refrigerators and early check-in/late check-out.
“The pre-arrival planning service and ‘virtual concierge’ are based exclusively on feedback from guests, who asked for information about their stay that is personalized, reassuring and timely,” said Senior Vice President of Marketing Rita Cuddihy.
He added:
“According to our research, more than 80 percent of guests said they’d be more likely to book their next trip with Marriott if they received this type of service.”
Report by David Wilkening
David
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