Marriott Bonvoy's Mobile Key feature is a great way to streamline your hotel stay, letting you use your phone to unlock your room and other hotel access points like the gym or pool. It's all about convenience, but you need to follow a few specific steps to get it set up correctly.
Step 1: Prepare for a Seamless Experience
Before you can even think about using your phone as a key, a few things must be in place. Don't worry, this is all stuff you'll likely have already done if you're a regular Marriott guest.
A. Be a Marriott Bonvoy Member
The Mobile Key feature is exclusively for Marriott Bonvoy members. If you haven't joined yet, you'll need to do that first. It's free and easy to sign up through the app or on the Marriott website.
B. Download the App
Make sure you have the latest version of the Marriott Bonvoy app on your smartphone. The app is your command center for your entire stay, and the Mobile Key feature is fully integrated within it.
C. Book Directly with Marriott
Your reservation must be booked directly through Marriott—either on their website, through the app, or by calling their customer service. Bookings made through third-party sites like Expedia or Booking.com generally will not be eligible for Mobile Key.
D. Enable Push Notifications
This is a crucial step. Go into your phone's settings and ensure that the Marriott Bonvoy app is allowed to send you push notifications. This is how the app will alert you when your room is ready and when your Mobile Key has been issued. Without this, you might miss the notification and not get your key.
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Step 2: Initiating Mobile Check-In
With the groundwork laid, it's time to start the actual process. This typically begins two days before your arrival.
A. Opt-in for Mobile Check-In
Around 48 hours before your stay, you should receive a push notification from the Marriott Bonvoy app inviting you to use mobile check-in. Open the app and follow the prompts. You'll be asked to confirm your arrival time and other details.
B. Request Your Mobile Key
During the mobile check-in process, you'll see an option to request a Mobile Key. This is usually a toggle or a button. Make sure you select this option to indicate that you want to use your phone as your key. Keep in mind that Mobile Key is not available at all properties, so if you don't see the option, the hotel may not offer it.
Step 3: Receiving and Using Your Mobile Key
Now for the exciting part!
A. Wait for the "Room is Ready" Notification
On the day of your arrival, once your room has been assigned and is ready for you, you'll get another push notification. This notification will confirm your room number and inform you that your Mobile Key has been issued. This is your green light to head straight to your room, bypassing the front desk entirely!
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B. Unlock Your Door
When you get to your room, open the Marriott Bonvoy app. Your current trip should be the first thing you see. Below your trip details, you'll find a button or card for "Mobile Key" or "Unlock Door." Tap this button and hold your phone near the door lock. It uses NFC (Near-Field Communication) and/or Bluetooth to communicate with the lock, so make sure both are enabled on your phone. The door lock should turn green, and you're in!
Step 4: Troubleshooting and Sharing
Sometimes things don't go as planned. Here's what to do if you encounter issues, and how you can share your key with others.
A. When to go to the Front Desk
While the goal is to bypass the front desk, there are a few scenarios where you may still need to stop by. This includes:
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If your Mobile Key doesn't work after multiple attempts.
If you are sharing the room and the other person needs a key.
If your rate requires further verification, such as a corporate or government rate.
If you need to change your payment method or other details after mobile check-in.
B. Sharing Your Key
The app allows you to share your Mobile Key with up to three other travel companions, as long as they are also Marriott Bonvoy members and have the app. They'll receive an invitation that they need to accept within their own app. This is a handy feature for group stays.
FAQs
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How to know if a hotel offers Mobile Key?
You can check a hotel's amenities on the Marriott website or within the app. Look for the "Mobile Key" icon or description in the "Key Amenities" section of the hotel's details page.
How to troubleshoot a Mobile Key that isn't working?
First, ensure your phone's Bluetooth and NFC are turned on. Try restarting the app. If it still doesn't work, head to the front desk. They can easily issue you a physical key card or help you re-activate your Mobile Key.
How to share a Mobile Key with a companion?
Within the app, on your current trip's Mobile Key screen, you'll see an option to "Share Your Key." You can then enter the name of your companion, who must be a Marriott Bonvoy member with the app installed.
How to use the Mobile Key for other hotel access points?
The Mobile Key is usually programmed to work for other secure access points like the fitness center, pool, or executive lounge, just like a regular key card. Simply use the same process of opening the app and holding your phone to the lock.
How to make sure my mobile key is ready?
The best way to ensure your key is ready is to enable push notifications. The app will send you an alert as soon as your room is ready and the key is issued.
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How to get a physical key card after getting a Mobile Key?
You can always stop by the front desk at any point during your stay to request a physical key card. Be aware that sometimes issuing a new physical key may invalidate your mobile key, so you'll need to use the physical one from that point on.
How to check out using the app?
Just as you can check in, you can also check out using the app. From your trip details, you'll see a "Mobile Check-Out" button. Tapping this will complete your check-out and send a copy of your folio to your email.
How to handle a lost or dead phone while using Mobile Key?
If your phone is lost or the battery dies, simply go to the front desk. They can confirm your identity and issue you a physical key card to use for the remainder of your stay.
How to ensure my security with Mobile Key?
The app uses secure technology and your personal login. In certain regions, multi-factor authentication (MFA) may be required to request a Mobile Key, adding an extra layer of protection.
How to use Mobile Key if my reservation is a corporate booking?
Even with a corporate booking, you must be a Marriott Bonvoy member and have the reservation under your name to be eligible for Mobile Key. Some corporate rates may require a visit to the front desk to verify your details, but it's always worth trying to check in via the app first.
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