Loyalty Apps

General

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The Touch ID feature allows you to sign in with your fingerprint if the application signs you out due to inactivity. If you choose to sign out of the app, you’ll be prompted to enter your email address or member number and password as usual.

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If your member number is not on the reservation, it will not display in your upcoming reservations. If your reservations don’t display, please try signing out of your account and then back in. If your reservations still don’t display, please contact us.

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You can get notifications about mobile check-in, mobile check-out, room ready info or mobile surveys. They’re time sensitive; if action isn’t taken within a certain time, the notification will no longer be available. Some notifications, like mobile surveys, may require you to be signed into the app before selecting the notification from your phone. If nothing comes forward, the notifications have expired and are no longer accessible.

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If you’re having an issue with a reservation and you're unsure of its status, please call one of our reservation numbers (listed in the app under "More options > Call for reservations") for help. If the app is crashing or experiencing issues, first try signing out of your account and then signing back in. If this doesn’t resolve the issue, please delete the app and try reinstalling it from the App Store. If that doesn't work, or you have other feedback, email us at Marriott.Mobile.Customer.Care@Marriott.com and a customer care agent will respond as soon as possible.

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Yes, the app requires either a telecommunications network or wireless internet connection because it has to use current data for most of its functions.

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During the reservation process, when you select a specific room and rate, we’ll put that selection on hold for you for a limited time. But if you leave the app and finish the booking later, you might be prompted to start over because the hold has expired.

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The app is supported by the following devices:
1. Android phones:
• Requires Android: 4.4 and up
2. iOS:
• Requires iOS 9.0 or later

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When you book direct on the app, website or through our reservation centres using your member number, you should receive a check-in notification as early as 8am the day before you arrive. This is when you can use mobile check-in – even if you haven't left for your destination.

To use mobile check-in, first tap "yes" to indicate that you want to check in. Then, select "check in". The hotel will send you a confirmation. To change your check-in time, tap "Change arrival time" and then enter the new time (you can also change your check-in time from your list of upcoming reservations). To complete either of these actions, tap "Done".

Your requested arrival time can be until midnight on your day of arrival. Please allow the hotel a two-hour window after you submit your request. Requests for check-in prior to the hotel's arrival time can’t be guaranteed.

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To check out using your phone, first open your reservation. The option to use mobile check-out will appear as early as 8am on the last day of your stay, along with an option to have a receipt sent to you. Once you complete the check-out process on your device, the hotel will be notified that you have left your room.

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With Mobile Key you will be able to use your phone as the key to your room after you have completed Mobile Check-in. You will see the Mobile Key option in the menu of the app and, when one of your reservations is eligible, you will see the reservation listed here. You can then select your room and follow the prompts to activate your phone as a key to unlock the door. Additional information about Mobile Key and a list of properties offered is available here Open in a new window. Mobile Key lets you use your phone as your room key if your reservation is eligible. Once you’ve completed mobile check-in using the Marriott mobile app, you will see the "Mobile Key" option in the menu, if available. First, select your room. Then follow the prompts to activate your phone as a key to unlock your door. Remember that your mobile device will need to make contact with the key reader on the door of your room to unlock it. Go to our Mobile Key page Open in a new window for more information about this option.