I want to trace down if hotels are still giving you your Elite Upgrade if you use mobile checkin.
Use your "On Average" answer.
I still usually avoid mobile check-in, because I have the (probably false) belief that I will have a higher chance of getting a room upgrade if I speak politely to a real human being. The one time I did use Mobile Check-in, though, I did get an upgrade, so ¯\_(ツ)_/¯
Im afraid of the same thing! When you check in at the front desk, they can see all the rooms available and see you and go, "Your in a good Mood, I am in a good mood, You Get an Upgrade, " (In Oprah's voice of corse!)
On the other hand, at check-in for my last stay, the woman checking-in in front of me was being quite persistent in asking for an upgrade, only to be told there were none available. When it came to my turn, having used the app to check-in the day before, I was told I had been given an upgrade.
Of course, I have no way of knowing what criteria the hotel uses to decide who gets an upgrade and who doesn't when both are platinum members and not everyone can have one, but my view is that checking-in using the app does your chances no harm, and may improve them.
Just because you use mobile check in, this doesn’t prevent you from still speaking to a human at the front desk.
I used mobile check in for 2 recent stays at SPG, plus 1 recent stay at Marriott. I got upgraded all 3 times, 2 of them to a suite (2 of them were point stays, also) No issues here.
I've used the same rationale and been pretty lucky. Use the app to check in, and when I go to collect my key, I ask if there are any upgrades available. Usually, I'm told they've already upgraded me (not necessarily a suite, but high floor/view/etc), and in a few instances when I wasn't upgraded after the mobile check-in, I was upgraded at the desk.
And when I've traveled for a special event (anniversary, birthday, etc) and contacted the hotel in advance, I've always been upgraded (but I'm afraid if I tell them every trip is for an anniversary, they're going to start keeping track in my profile!)
Not every time, but almost every time. Perhaps 90% of the time.
you got lucky man. i barely get upgrades as a platinum member for 3 years, sort of get used to not being upgrade....
You shouldn’t have to ask, but sometimes just asking for an upgrade to a “larger room“ will get you the upgrade. I get a suite upgrade often, otherwise to larger than standard rooms simply by asking. Lately I’ve been surprised because I haven’t had to ask as much.
Remember, an upgrade may not be to a suite. It could be on a higher floor, larger room, better view, etc.
It can also depend on what type of property you stay in. I am almost always upgraded to a junior suite at my Philadelphia Renaissance; but I stay their almost every week. But I've been upgraded at most other Marriott properties where I stay.
I use Mobile Check-in and have been getting more upgrades lately. I can even see the upgrade online sometimes. I even got an notification on my phone that I got upgraded an hour or so before I checked in last week.
gwgw, I have had the same experience. However, I’ve also watched my upgrade change multiple times before actually showing up to get my keys. My advice, screenshot the upgrade when you see it on the app, lest your upgrade should disappear on you, and then you need a little proof that you have a reason to be disappointed.
I’ve literally had an upgrade to the “Presidential Suite” disappear right before my eyes. I had driven to the hotel early just to enjoy this special treat. Thanks to the screenshot, I got comped a large corner room since they could no longer offer me the ultimate upgrade, and I could prove they told me I had it.
Didn’t you mention that the GM said you could have the Presidential Suite in the future? Which property again nationwide?
I did, but have yet to make good on that promise from the GM. This was at the JW Marriott Houston Galleria
Been in around 10 countries over since the new year. Always use mobile check in, both for Starwood and Marriott (and Hilton, embarrassingly). Have been upgraded 100% of the time, sometimes to suites.
I always use the mobile check in and almost always get a better room than what i paid for. I also use the chat feature on the mobile website.
I just did a mobile check in for a stay for tomorrow evening. I am a PP, and I'm encouraged by the above comments. I did not have luck when mobile check in started, so I have steered clear from the app... until now. Thanks for the encouragement!
Keep us apprised swimcoach
I've been to two Marriotts in the past 2 days using mobile check in. The time saving benefit did not apply at either hotel. Both only had one person working at the front desk, and at the Renaissance, I had to wait 20 minutes to finally get to the front of the line.
I'm not sure if the mobile check in mattered at the Renaissance; I was put on the club floor, but based on the low occupancy, I don't think it would have mattered. Today's hotel was definitely not an upgrade.
I have at least one more Marriott stay this week (it's a busy week at work). If upgraded, I will let you know.
FWIW, I'm lifetime plat/ current plat premier.
Swimcoach I hear ya on the time saving benefit. That was kind of why it took me so long to start using the app to check in myself. I only started because of the bonus points they were offering at the time. Plus I have a rate that some hotels question if they don't recognize me. And I realized with the mobile app they don't question id's as much. I swear sometimes checking into a Marriott required more Id's then voting. (long story years ago)
I don't wan't to give away insiders secrets here.. But after starting to use mobile check in this fall i've been upgraded about the same amount as previously if not more. I've realized the earlier you check in (using the mobile app) the better chance you have at getting upgrades. Upgrades are given on a first come 1st serve bases based on availability. (according to hotel managers) So the earlier you check in the earlier you get on the upgrade list. Plus I will message the hotel through the app. I stay at the same hotels over over again. There are 2 hotels I stay 30+ night and others 10+ nights and others a little less. Thus I know what hotels have what upgrades. I also get to know both the bartenders and front desk managers/hotel managers. So when I check in via the mobile app and send them a message typically I'll get my requests.
So then is the upgrade really based on using the app or sending them a message?
For me, I would say a little a both. There are times I don't message the hotel and I still get upgraded. Or if I call and make the reservation I always ask for the request to be put on the reservation even though it is a given. It is just about working all parts of the system. I don't message every single time. But it never hurts. However, I do basically stay at the same properties over and over so getting to know the staff also helps. There are two properties I stay that have limited suites available but when they see I'm in town they try to get me in one if they can. It's very hit or miss at those two but I know they try just because I give them so many nights.
For the 3rd time in a row at a JW Marriott in MN my coworkers who are gold got the upgrades and I did not (I am platinum). One did the mobile check in, the other did not. I've been staying at the hotel since it opened. Usually we are here once a month - other locations the rest of the times (another 1 to 2 weeks a month) . They only started staying here last year. I normally do the advance check but still never get an upgrade. I forgot this time. Doesn't seem to matter. I do get upgrades at a Marriott in NC. I don't see any advantage to early check in or status.
pscampb456, have you talked to the front desk about this inconsistency? It would be interesting to hear their response, and would be likely to yield the upgrades you deserve. I would ask for the GM’s name and email him or her since you are going to be a regular guest. Don’t suffer in silence, let ‘em know how you feel.
I have spoken with the front desk. I have never been able to speak to a manager. The front desk told me they don't put gold on the executive floor. Lies, lies, lies. As I write this, I am the only member of my team not on the executive floor. Today, one member checked in around noon, I checked in around 2pm and the last checked in around 6pm. I am the only platinum member on our team. The rest are gold. This is the same hotel that back in November checked in some person for a week I did not have a reservation with my name, credit card, Marriott number and my government rate. Took me 2 days to get someone to speak to and never did get an explanation. I had a reservation for a Courtyard in Puerto Rico and they messed up that reservation - they kept putting points on and off for MN and not crediting my Puerto Rico points. If the JW wasn't the only Marriott property with covered parking near my client I would go somewhere else, but I am not digging the rental car out in Minnesota in the winter.
pscampb456 I agree with nationwide. Something is odd with this. Golds can get upgraded based on availability. But they don't get priority over PE. For you not to be able to speak to a General Manager is also a little odd to me. I've never stayed at that hotel in MN but I've never had an issue gaining access to either the hotel manager or front desk manager. I have had 3 issues in a row at the same hotel in Omaha. Each time the new front desk manager has stepped in and taken care of the situation. I won't say Marriott is perfect but it does sound like you need to find a way around the front desk staff. You could possibly go through the rewards line as they will at time connect to the hotels management or escalate the situation.
I needed another status - used mobile check and been both upgraded and NOT upgraded.
I go back and forth about whether to use the mobile check-in or not. I have not had any upgrades (I have used this application both in the U.S. and in Europe). Each time, I do talk with a Marriott Customer agent and they recognize my status, but have not received any upgrades other than a breakfast voucher. I should mention most times I am on the road and staying at a Fairfield/Springhill/Residence and do not care about an upgrade.
Top tier here and never upgraded for my stays, whether mobile check-in or not. When I've used SPG, I've been upgraded twice.
At this point, I'd be happy to just have my points appear correctly.
I've never once been upgraded without asking for it, SPG or Marriott, mobile or standard check in. If I really want an upgrade and I'm checking in with my phone, I use the messaging feature to message the desk and request one as soon as I complete my mobile check in. If I rrreeeaaalllyyyy want one (the few times my fiance travels with me), I let them know I'd be happy to plaster several sites with great reviews of their service and upgraded rooms. If you can't beat em, bribe em!
I always use the App to check in, I have been upgraded 100% of the time for every stay since becoming Platinum 6 years ago, and PP for the past 3 years. Only once in the last 3 years, did I need to request an upgrade and it was granted with apologies for being a suite with bad view.
Any common brands or locations among these recent three years?
Marriott brands in Ningbo, Shanghai, and Hong Kong in China
JW, Sheraton and Sheraton Four Points in Shenzhen China
RI in various US states
Courtyard in various US States
LeMeridien in Chiang Mai, Thailand, and Shanghai China
I've been using the App since I became a gold member last year and only ever got an upgrade when I was travelling through continental Europe, and only twice in the UK once where both me and my colleague got upgraded after I booked the rooms for the both of us!! That has changed over the last month when I've been upgraded 4 out of my last 5 stays, I didn't get an upgraded room last Thursday even though I had been notified, but I was late to the hotel and wasn't bothered as I just needed to sleep before an early flight.
Since I have begun using the mobile check in app I feel I get a much better room. As a PE lifetime I am not sure I have ever been upgraded to a suite (except at a Courtyard) though I do ask about ugrades as well at the desk. As with any customer service folks, some are better than others. I recently stayed at the Four Seasons in Seattle for a group event and had booked cheapest room and was upgraded to corner room with views. Service was lovely. I know this is a step up to most Marriotts but service was notable.
I have only used mobile check in a few times, all on international trips. No upgrades resulted. But then, again, I never actually asked at the front desk when I checked in, either. I used it once to check out, which was nice, but then I never got a bill via email and it was bothersome to have to call in to explain the situation and request a bill and then wait 4-5 days for the overseas hotel to email the bill to me. But I did get it. Anyway, I just check out in person so I get a copy of my bill before I leave the hotel.
Update - In the past week I used the app to check into the Courtyard Berlin City Center and later the Leipzig Marriott. Both check-ins worked perfectly. And about 10 minutes after mobile check-in for the Leipzig Marriott I got a message that my room had been upgraded!
At the Courtyard Berlin I had to ask at the front desk but they said all their better rooms were fully booked. I'm returning to the Courtyard Berlin next week and before I checked out they upgraded the room for my next stay.
I wanted to use the app to check into the Gewandhaus Dresden (an Autograph hotel) but mobile check-in wasn't available. However, the reservation in the app did say my room was 'Larger Guest Room,' which I knew to be an upgrade.
I have also noticed some nice improvements in the app ... account activity, lifetime nights & points and certificates now show in the app!
I used it (mobile) to check in at the Springhill Suites in Baltimore and asked for an early check in. When I arrived, around 11:00 am, my room was not ready, but I was told they would text me (call me) when it would be available. As I had plans out of the area, I went ahead with them. I did not receive any notification until well after normal check in time that my room was ready. As I was not in the area, I did not think about it or make a big deal. I was disappointed that notification was so late. I hope that does not happen in a future check in.
I'm convinced now to try mobile check in on my next stay - it seems like a few of you are having pretty decent success!
I understand why the hotel would want us to use the mobile check-in but I've always wondered what the advantage of mobile check-in is for the customer?
Once I got used to the idea of mobile check-in, I have found it useful and also a bit comforting. Useful in that I have received an upgraded room almost every time I used mobile check-in; also if I have any last minute requests I can make them in the app instead of taking time at the front desk. Every time I have used mobile check-in the front desk has my info at the ready and all I usually have to do is say hello and show my ID.
It's comforting in that I believe room assignments mostly get made upon check-in, and if there's an upgrade to be had, the earlier the check-in the better. I also know that I'm among the already checked in and have eliminated the possibility of being turned down upon arrival because the "hotel is full" - and believe me, that happens!
I've found mobile checkin to be very useful in some situations. One time I used it for the SHS Ft Lauderdale Cruise Port, checking in the day before, then being notified about 2am on the arrival date that my room was ready. I walked into the property about noon, and there were literally a couple dozen people waiting in the lobby with their bags.
I walked up to the front desk & said I was there to get my room, but without verifying my identity was told they were full & no rooms were ready. I said I had used mobile checkin & that I'd gotten notice that my room was ready. After getting my name, she confirmed a room was ready & because I used mobile check in, they had blocked a room for me! I had a similar situation at CY Ft Lauderdale Beach, as well.
What I dislike about mobile check-in now, is that some properties don't allow me to set a 4 p.m. departure time, instead of defaulting to a fixed departure time of 2 p.m., which I have to remember to resolve at the front desk upon arrival if necessary.
Are you Gold Elite? They have late check-out until 2 pm.
Plat and Titanium get it until 4 pm.
If you're Plat or Titanium and recently moved up to that status you could try uninstalling and then reinstalling the Bonvoy app to see if there is a glitch in how the app is reading your status. Beyond that, I don't know what the issue could be and you might want to seek help from community managers.
I've been signed in as Titanium during online checkin. Some properties (brands) allow for setting the requested checkout time, while others only permit me to click YES to it. I had one place tell me I'd been set up for 3:00 that way, and another 2:00.
I use mobile checkin but I still have to go to front desk. One advantage of doing Mobile checkin lately is that you get extra points for using it.
I mentioned this in another thread but seems fitting here. I used mobile check in at NYC Marriott Marquis and was not given an upgrade initially. When I went to front desk to inquire if any upgrades available I was told for their hotel anyways not sure about others if wanting an upgrade to not do mobile check in. What happened is he could give us a better room and we could upgrade next day otherwise would have to wait until 4pm and it was 10am after a red eye flight. Because we did mobile check in to change to a better room at check in and then an upgraded room later in the day would have been two room changes and hotel policy is one room change per day. In hindsight I would have taken the room given in at mobile check in (slept most of the day anyways) and moved to an upgraded room later that day rather than get settled into a room for the night and then change the next. I wasn't thinking too clearly after the red eye Move was worth it to my family though as they liked the much closer Times Square View. I tried Mobile check in Miami last year at a Residence Inn but room upgrade on app isn't what they ultimately had for us at check in. Not sure if they gave it away before we got there. Did eventually get an upgrade but wasn't real smooth. Just not sure mobile check in is worth it for my type of travel.
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