October 31, 2019 Owner & Franchise Communications

Take Action by Nov. 18 on Marriott-imaged PCs/Tablets Not Running Windows 10 to Avoid Being Blocked from the Marriott Network

This communication will be provided to hotels via the Nov. 3 Weekly Update.

Franchise Management Companies | Effective Jan. 8, any Marriott-imaged PCs or tablets (including all MAC virtual devices) not running a Windows 10 Operating System will be blocked from the Marriott network. Windows 10 is the standard operating system for Marriott-imaged PCs and tablets (including MAC virtual devices). As previously communicated, all Marriott-imaged PCs and tablets must be running Windows 10 to ensure continued access to the Marriott network and to remain compliant with Marriott security standards.

A listing of non-compliant devices is available on MGS. Associates at franchised hotels in the U.S. or Canada with Marriott-imaged PCs or tablets not running a Windows 10 Operating System should take the following actions as soon as possible, but no later than Nov.18. Note: Request tickets for reimaging and orders for replacement devices will be processed in the order they are received.

Reimage an existing device: Visit the Marriott Service Portal (ServiceNow) and submit a Reimage Marriott PC Request no later than Nov. 18. Note: there is a base per-PC service charge of $236 USD (billed to the property) for this service. Additional charges may apply based on the amount of data to be transferred. Once a ticket has been submitted, a Desktop Technology Integration Center (DTIC) agent will be in contact to schedule an appointment. See How to Submit a Ticket for Reimage for more information.
Replace an existing device through Insight: Associates should work with their local iT Field Associate (System Manager) or Franchise Technology POC, as appropriate, for assistance or questions on how to replace the current devices. Orders for new devices through Insight should be placed no later than Nov. 18.

Effective Jan. 8, 2020, any PCs or tablets blocked from the Marriott network will require the following action to be taken in order to bring the device back onto the network:

Reimage the device: Have another associate submit a Reimage Marriott PC Request in the Marriott Service Portal (ServiceNow) on behalf of the associate, or contact DTIC at (301) 380-6750.
Replace the device: Work with their local iT Field Associate (System Manager) or Franchise Technology POC, as appropriate, to order through Insight or contact MarriottTechnologyPurchasing@marriott.com for questions. Once the order has been placed, an Insight representative will be in contact. When the device is received from Insight, associates should work with their Manager to submit a top-off request, have another associate submit the request in the Marriott Service Portal (ServiceNow) on their behalf, or contact the Marriott Technical Service Desk at (240) 632-6000, Option 4 for assistance. Please note there is a $40 USD charge (billed to the property) per top off.

Associates should continue to submit tickets for reimage and orders for replacement past the Nov. 18 deadline, as needed. However, note that the device is at risk of being blocked from the Marriott network if the request cannot be processed by Jan. 8.

Property leaders should review their total PC inventory and submit reimage and replacement requests by Nov. 18, 2019 to avoid being blocked from the Marriott network. The 2019 CAPEX & OPEX Guidelines include requirements and costs.

For questions and additional resources, contact your local iT Field Associate (System Manager), Franchise Technology POC, or visit MGS.