Third Party Technology Guidance
To ensure Marriott continues to protect the integrity of its digital channels, we would like to remind you that Marriott does not support unapproved third-party services, and hotels should not install unapproved networked appliances on property. The integrated tools available through our digital platforms are designed to better serve our most loyal members and support Marriott’s digital and book direct strategies, as well as protect the integrity of our members’ data by ensuring the data captured is governed by Marriott’s data privacy and protection rules.
Unapproved network appliances include, but are not limited to: third-party applications to deliver guest services (Kipsu, Ivy, Handy, MenuPoint, BRiNG, etc.), virtual digital assistants (Alexa, Google Home, etc.), in-room tablets (HCN, etc.), or other networked devices, such as in-room communication hubs for managing lighting and temperature controls, as well as non-sanctioned associate alert devices. Additionally, third-party feedback gathering tools, such as Helix by MicroMetrics, are now in direct competition with the new Proactive Service Recovery feature, which captures in-stay feedback via the GXP + Mobile platform.
These third-party platforms are not supported by Marriott’s digital or data strategy and should be retired as soon as possible by year end. Hotels are not permitted to engage these vendors and existing contracts should not be renewed beyond 2019. Instead, hotels should leverage Marriott’s integrated solutions, which are designed to protect the integrity of member and guest data. Hotels installing solutions from third-party vendors without the appropriate legal, privacy, and security reviews are positioned for potential impacts to their operations and place the security and stability of Marriott’s network infrastructure at risk.
As a reminder, GXP became a brand standard for hotels as of January 1, 2019. To ensure adherence to the brand standard, hotels must implement the Case Management, Mobile Request + Chat, and Guest Recognition features of GXP. These features offer many benefits, including the ability to track and respond to guest requests, chats, and incidents through the case management features.
We thank you in advance for your support in ensuring hotels are positioned to deliver consistent and secure guest experiences. Should you have any questions, contact Matthew Caldwell.
