Marriott International, the world’s largest hotel company, announced the test of a pilot program for contactless arrival kiosks at two Manhattan hotels.
Upon arrival, guests who prefer low-contact interactions can skip the traditional check-in altogether and complete an easy three-step process at the kiosk to check in for a single reservation, with room keys created on the spot. The kiosks employ antimicrobial technology baked into the touchscreen glass, powered by UV light to kill bacteria and viruses. Before departure, guests can use the kiosks for contactless check-out and to view their folio, or enroll in the Marriott Bonvoy travel program at any time.
“We are excited to unveil innovative new technologies to support our guests as travel continues to return,” said Stephanie Linnartz, President of Marriott International. “The pandemic has accelerated the demand for contactless services and we continue to evolve to meet the changing needs of our guests. The new offerings are an added benefit to the personalized hospitality we are known for, and we look forward to enhancing our customer experience by blending contactless services with dedicated in-person interactions.”
More tourists are likely to begin traveling again as populations get vaccinated but will still be cautious. According to a recent report published by The Travel Technology Association, 65 percent of travelers say that accommodations will need to use the latest technologies to make them feel safe. In another report from Medallia Zingle, 87 percent of U.S. customers said they would like to see companies continue to offer options that limit in-person service. Additionally, social media posts including the phrase “self-service” increased by 170 percent year-over-year from 2019 to 2020, based on a social media analysis conducted on behalf of Marriott.
Marriott’s new kiosks provide guests with mobile check-in and checkout, mobile key, mobile dining, and mobile requests – which enable members to make special requests for service and amenities through real-time messaging – all available through the Marriott Bonvoy app when members book direct.
Marriott also announced the test of a new grab-and-go marketplace at two hotels in Maryland. The Fairfield Inn & Suites Frederick and Fairfield Inn & Suites Arundel Mills BWI Airport have introduced wall-to-wall kiosks that offer a centralized marketplace where guests can select snacks, beverages, lite bites and sundries. The brand’s complimentary daily breakfast offering has been incorporated into the design during breakfast hours with a selection of hot breakfast sandwiches, sweet indulgences, yogurt, cereal, and fruit every morning. Specialty coffee and expanded a-la-carte items will also be available for purchase at the kiosks with contact-free Bluetooth payment. The individually packaged items are replenished throughout the day. Guests can choose to eat in the lobby, in the comfort of their own room, or on the go.