MVCI not part of latest expansion for Mobile Services

[FractionalTraveler]

Yesterday, Marriott International expanded their Mobile Device Services to just about every brand (10 additional brands) in the portfolio. They claim that by the end of this year more than 4000 properties will be participating.

Unfortunately this technology and a host of new mobile services being rolled out by all the major chains has not made it into the timeshare properties.

I feel being able to pre-check-in 24 hours before and notified when my unit is ready the day of arrival would be beneficial to many owners and guests. This small but important part of my vacation experience would help planning for relaxation that much better!

Mobile check-out? Hey when my vacation is over, the last thing I want to do is have to go back to the registration desk and wait in a another line just to have someone close out my folio. I want the opportunity to review my statement via my smartphone in the morning and if everything is OK, then I want to press a confirmation button and be on my way.

The registration desk at check-out should be for those that need adjustments or other special requests.

Thing is I already do most of this stuff with my Airline and Car Rental companies, so come on MVCI and get with the times.

The lodging industry is already moving towards keyless smartphone room access and virtual concierge services via mobile apps while your on property, so why not my timeshares? I think it would enhance my overall vacation experience.

Best of all, none of these new technology services are required to be used when implemented. They are simply enhancements that we can take advantage of if the customer decides to use them.

Speaking for myself, I would much welcome the use of these new mobile services at my timeshares if they turn out to deliver the overall enhanced experience for me and my family.

FT

 

[Deej82]

Ah but that would require Marriott IT and MVW IT to collaborate. We are lucky to get MR numbers attached correctly today.. I think it would require a whole different back-end interface for the app to hit MVC vs. Marriott Corp. They are totally separate companies with separate infrastructure.. yes some recognition between based on contract..but separate. It would be convenient in my book but I'm not holding on my breath for that kind of collaboration. Marriott IT will prioritize their resources on their core business and unless MVW paid them under contract, they won't expend the effort.

 

[SueDonJ]

I think we should expect more of this kind of thing rather than less because it's only recently (going by the MVW financial statements) that MVW's and MI's IT services are completely separated. But even when the timeshares came under the MI umbrella there were some limitations to IT integration, weren't there?

It seems they've always been terrified of any auto- or pre- check-in services for the timeshares - they won't even tell us the unit number until the keys are in hand. Is that because the number of folks who complain about unit placement is much higher at the timeshares than at any of the hotels?

FT, it's been years since we've had to go to the front desk to check out of any of the hotels or timeshares. We can choose whether we want to have the folio e-mailed or slipped under the door early on the check-out morning, and if there are no mistakes then we just call the front desk on the way out the door to let them know we're leaving. Are there some timeshares where it doesn't work that way?

 

[FractionalTraveler]

I think we should expect more of this kind of thing rather than less because it's only recently (going by the MVW financial statements) that MVW's and MI's IT services are completely separated. But even when the timeshares came under the MI umbrella there were some limitations to IT integration, weren't there?

It seems they've always been terrified of any auto- or pre- check-in services for the timeshares - they won't even tell us the unit number until the keys are in hand. Is that because the number of folks who complain about unit placement is much higher at the timeshares than at any of the hotels?

FT, it's been years since we've had to go to the front desk to check out of any of the hotels or timeshares. We can choose whether we want to have the folio e-mailed or slipped under the door early on the check-out morning, and if there are no mistakes then we just call the front desk on the way out the door to let them know we're leaving. Are there some timeshares where it doesn't work that way?

From the hotel side its pretty seamless. I have 115 paid stays so far this year and I haven't been to the reception desk once because my hardcopy folio is slipped under the door the morning of check-out.

I have not experienced that level of consistency with the timeshares. Just check-out of Oceana Palms yesterday and had to go to reception for my paper copy of the charges. Same experience at Crystal Shores, Grande Vista, Timber Lodge, and Royal Palms. It doesn't seem to be automatic at the timeshares I visit.

For my business travel only the hardcopy receipt from the property are accepted since Marriott informed us that e-folios are not official Marriott Records and in all cases the property's records prevail.

They were very quick to point this out to our travel managers. At the bottom of every e-folio there is a statement as such:

Authenticity of Bills
Marriott retains official records of all charges and credits to your account and will honor only those records.

They told us the e-folio is for the customer's convenience only and should not be relied upon as an official record of charges or statement.

That being said, if I could review the charges prior to leaving the property then I probably would feel more comfortable with an e-folio 72-hours later for leisure travel only.

My experience as a world traveler has shown that once you leave the property and you have a billing issue with your stay its sometimes a frustrating and time consuming battle to get things resolved from a far even when you have regional Marriott contacts that are supposed to help you out.

FT

 

[bazzap]

We normally have the Folio slipped under the door in both hotels and timeshares.
Although we are registered for the eFolios, this has until now only really proved successful for stays in the US.
If eFolio is offered elsewhere in the world at all, I suspect it is the exception rather than the rule.
Our Marriott account profile still says
Have an electronic version of your hotel bill emailed to you within 72 hours of check-out after every stay. (Not available in all countries.)

 

[sparty]

From the hotel side its pretty seamless. I have 115 paid stays so far this year and I haven't been to the reception desk once because my hardcopy folio is slipped under the door the morning of check-out.

I have not experienced that level of consistency with the timeshares. Just check-out of Oceana Palms yesterday and had to go to reception for my paper copy of the charges. Same experience at Crystal Shores, Grande Vista, Timber Lodge, and Royal Palms. It doesn't seem to be automatic at the timeshares I visit.

For my business travel only the hardcopy receipt from the property are accepted since Marriott informed us that e-folios are not official Marriott Records and in all cases the property's records prevail.

They were very quick to point this out to our travel managers. At the bottom of every e-folio there is a statement as such:

Authenticity of Bills
Marriott retains official records of all charges and credits to your account and will honor only those records.

They told us the e-folio is for the customer's convenience only and should not be relied upon as an official record of charges or statement.

That being said, if I could review the charges prior to leaving the property then I probably would feel more comfortable with an e-folio 72-hours later for leisure travel only.

My experience as a world traveler has shown that once you leave the property and you have a billing issue with your stay its sometimes a frustrating and time consuming battle to get things resolved from a far even when you have regional Marriott contacts that are supposed to help you out.

FT

FT, have you given this feedback to MVW?

 

[DB-Wis]

When I think about the full spectrum of things that affect my Marriott timeshare experience, the availability of a sophisticated Marriott app to help with the check-in and check-out process is no where near the top of the list. As others have noted, there are several options for avoiding going to the front desk to check out. And if my room isn't ready when I show up to check-in, getting notification when it is ready via text or email works just fine.

I agree that the kind of app that FT describes is the kind of convenience that frequent business travelers staying at Marriott hotel have a right to expect. I just don't view it as all that important for timeshare stays.

 

[sparty]

When I think about the full spectrum of things that affect my Marriott timeshare experience, the availability of a sophisticated Marriott app to help with the check-in and check-out process is no where near the top of the list. As others have noted, there are several options for avoiding going to the front desk to check out. And if my room isn't ready when I show up to check-in, getting notification when it is ready via text or email works just fine.

I agree that the kind of app that FT describes is the kind of convenience that frequent business travelers staying at Marriott hotel have a right to expect. I just don't view it as all that important for timeshare stays.

For timeshares, I thought the Disney Experience was one of the best. Some could argue they've gone too far (your point well taken) but it's very good, I would argue it's the best and Marriott should study it.

 

[FractionalTraveler]

As an example of another benefit to everyone that pays MF:

You can kiss that old antiquated phone in your villa that nobody uses goodbye sooner rather than later.

The Marriott mobile APP available today can request just about any kind of service including housekeeping, front desk, maintenance, and virtual concierge. Soon you will be able to retrieve any voice messages as well from your mobile.

Those phones in your villa require upkeep and contracts with service providers. I just assume get rid of those dinosaurs and their yearly costs from my MF.

FT

 

[BocaBoy]

As an example of another benefit to everyone that pays MF:

You can kiss that old antiquated phone in your villa that nobody uses goodbye sooner rather than later.

The Marriott mobile APP available today can request just about any kind of service including housekeeping, front desk, maintenance, and virtual concierge. Soon you will be able to retrieve any voice messages as well from your mobile.

Those phones in your villa require upkeep and contracts with service providers. I just assume get rid of those dinosaurs and their yearly costs from my MF.

FT

Don't assume that things you don't value or use are not valued or used by lots of others.

 

[FractionalTraveler]

Don't assume that things you don't value or use are not valued or used by lots of others.

I'm not assuming anything. Its a fact that these items are going away in the future not based upon my opinion but Marriot's implementations.

FT

 

[dioxide45]

I have seen it mentioned that many MVCI properties have stopped printing and delivering a paper folio the night before checkout as a cost saving measure. This always means a stop by the front desk for us to get a printed folio. I can see where this may be an issue for business travelers, but I suspect that business travelers at MVCI properties is fairly rare.

Also, I don't really see why the fact that MVW and MI being different companies would prevent MVCI from implementing the things that FT mentioned. Doesn't MVCI still use MIs master reservation system for all reservations?

 

[Ralph Sir Edward]

Does the term "captive audience" ring any bells?

A hotel has to provide cutting edge service. Because their customers have no "skin in the game"; they can go elsewhere at the drop of a hat. And do....

Meanwhile, back at the timeshare, the company is going to get your money, no matter what. (unless you default). Their only goal is to keep people from complaining enough to affect new sales.

Totally different perspective...

 

[suzannesimon]

Of course, if we don't have phones in the rooms, they will be harassing us for sales presentations on our cell phones. It is currently so easy to ignore the ringing phone or simply unplug it, I would miss it. It's like my home land line that comes with my bundled internet/cable services. It's the phone number you can give to people you don't want to talk to.

 

[FractionalTraveler]

Of course, if we don't have phones in the rooms, they will be harassing us for sales presentations on our cell phones. It is currently so easy to ignore the ringing phone or simply unplug it, I would miss it. It's like my home land line that comes with my bundled internet/cable services. It's the phone number you can give to people you don't want to talk to.

They do that already before you arrive while your still at home so the phone in the villa is just for them to leave you reminder messages about the daily activities.

FT

 

[suzannesimon]

I have only been harassed at home by MFC where I own, but when I've rented or exchanged into other Marriotts using points or in Interval, they only harass me in the unit. At Aruba Surf Club this spring, the red message light blinked constantly everyday. I was a renter so they didn't have my cell #. At MFC they actually came to the unit while I was making breakfast for 15 people on Christmas morning.

 

[BocaBoy]

I'm not assuming anything. Its a fact that these items are going away in the future not based upon my opinion but Marriot's implementations.

FT

If you are not assuming nobody uses the phone, why did you say:

"You can kiss that old antiquated phone in your villa that nobody uses goodbye sooner rather than later."

 

[FractionalTraveler]

If you are not assuming nobody uses the phone, why did you say:

"You can kiss that old antiquated phone in your villa that nobody uses goodbye sooner rather than later."

Because the cell phone killed the landline, the payphone, the point and shoot camera, the scanner, the paper boarding pass, the TV remote, the iPod, the voice recorder, the compass, the altimeter, the handheld calculator, and GPS navigation devices.

All of these things have value, they just got replaced with something more convenient and useful.

It will also happen to cash, locks, access cards, and many others in the near future.

Just in Healthcare alone we have replacement of Thermometers, Glucose meters, Breath Analyzers, Blood Pressure equipment, and Sleep Diagnostic equipment just to name a few.

You have already replaced that lowly phone in your villa with your cell phone.

Its only a matter of time.

FT

 

[BocaBoy]

Because the cell phone killed the landline, the payphone, the point and shoot camera, the scanner, the paper boarding pass, the TV remote, the iPod, the voice recorder, the compass, the altimeter, the handheld calculator, and GPS navigation devices.

All of these things have value, they just got replaced with something more convenient and useful.

It will also happen to cash, locks, access cards, and many others in the near future.

Just in Healthcare alone we have replacement of Thermometers, Glucose meters, Breath Analyzers, Blood Pressure equipment, and Sleep Diagnostic equipment just to name a few.

You have already replaced that lowly phone in your villa with your cell phone.

Its only a matter of time.

FT

So you assume that nobody uses the landline phone because it is used by fewer than before. My comments were not directed at whether the trend you identify is happening or not--it clearly is. But the landline phones are still used, and you said nobody uses them. Many of the other devices you list are still widely used also. Most of these things will still be used by many people for many years to come, before they disappear.

 

[dioxide45]

I highly doubt the land-line phone in the villa is going away soon. Very likely required for 911 purposes. If I call from a cell phone from a hotel room or villa, they have no idea what room I may be in. They can get close, but not likely close enough to save a life.

The telephone also costs only $4 out of the $700+ operating budget for Grande Vista this year.

 

[FractionalTraveler]

So you assume that nobody uses the landline phone because it is used by fewer than before. My comments were not directed at whether the trend you identify is happening or not--it clearly is. But the landline phones are still used, and you said nobody uses them. Many of the other devices you list are still widely used also. Most of these things will still be used by many people for many years to come, before they disappear.

Yep, we still have a total of 1 payphone per terminal at the MIA airport. It is also at the Smithsonian in D.C.

FT

 

[FractionalTraveler]

I highly doubt the land-line phone in the villa is going away soon. Very likely required for 911 purposes. If I call from a cell phone from a hotel room or villa, they have no idea what room I may be in. They can get close, but not likely close enough to save a life.

The telephone also costs only $4 out of the $700+ operating budget for Grande Vista this year.

Landlines are not required by regulatory agencies in the USA to be maintained for 911 calls.

Every digital cell phone since I can remember can call 911 with or without service as long as the battery has charge. The FCC requires all cell phone service providers to accept 911 calls.

If someone has a cell phone manufactured within the last 5 years, its advanced GPS triangulation technology is superior for location based services than a landline on a trunk exchange which would be similar to what MVCI properties have installed today.

And as of 2012 the FCC mandated Wireless carriers to provide emergency responders with the latitude and longitude -- accurate to within 300 meters (984 feet) -- of a 911 caller.

You can find a brief discussion on this here: http://transition.fcc.gov/cgb/consumerfacts/wireless911srvc.pdf

Better use of those $4 is for enhanced HD Programming on the LCD TV's IMHO.

 

[puckmanfl]

good morning...

Gang...

Fractional has this one covered....

He makes some very cool points!!!!

 

[amanda14]

I'm wondering if MVCI will move to bracelets that double as your room key a la Disney.

 

[dioxide45]

And as of 2012 the FCC mandated Wireless carriers to provide emergency responders with the latitude and longitude -- accurate to within 300 meters (984 feet) -- of a 911 caller.

Based on this, triangulation is useless in a high density high rise. That 300 meter radius could encompass the entire complex of Beach Place Towers. It would take them a lot of time to knock down doors of all 206 units there to find the one that a 911 call is coming from.

Of course, I suppose that if someone called from the in unit land line, they may have the same challenge.