Mobile Check-In Credit Card Best Practices
This information will be shared with properties via the November 20 edition of the Weekly Update.
Following the recent launch of SPG Mobile Check-In/Check-Out in the U.S. and Canada, we have an opportunity to deliver a differentiated and expedited check-in experience for guests which use mobile technology at check-in. Hotels are able to eliminate redundant credit card swipes for Marriott Rewards & SPG members participating in Mobile Check-In & Out, unless the guest credit card does not allow for manual authorization (or legal requirements stating otherwise).
To do so, the Front Desk should:
- Verify the guest’s identification. For more information on I.D. verification, click here.
- Confirm the last 4 digits of the card on file (key(s) should not be provided until authorization of the credit card is complete by checking the guest into the Property Management System).
- Swipe only if the guest wants to provide a different form of payment or if the card is declined.
The above credit card practice and process change has proven to be successful since the launch of Mobile Check-In/Check-Out over four years ago, showing a 2.1-pt. increase in guestVoice Arrival scores of a Mobile guest vs. a non-mobile guest.
We have also received questions about how properties can best minimize potential fraud. To do so, properties can:
- Ensure the guest has stay history in the last 12 months. Hotels are permitted to swipe credit cards for Rewards Members that do not have any stay history (e.g., a new enrollment) or no stay history within the past 12 months.
- Ensure the credit card on file has been authorized for room, tax, and incidentals before providing keys (authorization should be processed when guest physically arrives to hotel; if declined, a new credit card should be swiped and authorized).
- Remain alert for unusual or excessive purchases, such as large gift card purchases.
- Work with property finance or operations leader to identify point-of-sale reports that can be run during each shift to help identify unusual or high-balance accounts.
For more information, refer to the Mobile Check-In brand standard or visit MGS. Should you have any questions, contact mobileservices@marriott.com.
