I think this is an accurate description of what's happened. I would say the overall Hilton technology experience has only been smooth for the past couple years. To be fair, I'm only Gold at Hilton, they don't get nearly as many stays from me as Marriott does so my view is a little limited. But I don't recall any IT issues with Hilton over the last couple years, but I remember frequent nitpicky little issues before that. I've never had any real issues with Marriott, but they're generally behind on features and functionality...or the ease of using those features. I remember just a few years ago I would call every time I needed to apply a free room cert because I couldn't figure out how to make it work on the website.

While I use mobile check-in, I honestly don't see the point. I put in my early arrival time and whatever room they preassigned and have a card for isn't ready and they have to find another and re-do my key. I still have to request late check out if I want it, and I still have to inquire about a room upgrade.

I think the only thing mobile check-in has done is not have them ask for my credit card... sometimes.
It sure doesn't speed anything up, and even locations that have the 'mobile key' I've never received a notice that my room is ready even after I check in at the desk.

Why?
 

Why is everyone so hung up about upgrades...... if you want an upgrade PAY for it.

Welcome to FlyerTalk, Elvis. Good to see you have entered the building

The whole point of being loyal to a chain and earning "status" is because it gets you free upgrades, along with points you can redeem and perks like free breakfast and a lounge.

The customer gives the chain their stays and money
The chain gives the customer a bit more for their money
Everyone is happy.

Welcome to Flyertalk. How do you interpret the statement you quoted as "hung up about upgrades"? Marriott offers them to elites, when available. They should never be expected. But there are cases where individual properties ignore or modify the program rules they've signed up for. I stood side by side with a coworker one time as we checked in to our rooms. He was one status lower and I heard the clerk mention his upgrade to a suite while I got none. I didn't complain or even say anything, but you can see why people might be suspicious.

Besides, if you pay for a better room, it's not an upgrade, it's just a purchase :).

I do agree with this philosophy, however it is highly frustrating for Marriott to say different status levels will grant you upgrades as rooms are available but then the majority of hotels don’t follow through on this. At this point Marriott status grants a higher point earning rate and that’s about it. They should just remove all of the other “guarantees.”

Just over a year since this last post. Have we found a true use for mobile check in yet?

Yeah - you close the Marriott app and open the Hilton app so that you can actually a) pick the room you want and b) get a digital key that works.

David

The only reason I use mobile check-in is for me to receive an alert when my room is ready (sometimes I get those before official check-times), to see if I got an upgrade and to request the late check-out. So far, late check-outs have always been granted via the mobile check-in. I don't have to confirm again when I'm physically at the hotel.

I sometimes use it to inform the FD that my SO will be arriving before I do and to add her name to the reservation.

I assume you meant to use "Chat" feature instead of Mobile Checkin. Chat is a separate feature in app. You don't need to check in to use Chat.

One hotel I stay at actually fully checks me in and gives me a mobile key.

This allows my to fully bypass the front desk.

But I am a regular at this property which could be why they do the full checkin remotely.

I was pleasantly surprised at a recent stay to receive a mobile key and a folio on check out without interacting with anyone at the hotel. It was a bit surreal but definitely fit in the limited service approach.

Does anyone actually use mobile check-in?
 

I've tried it a few times in the past, but it almost never actually works (often it says I need to stop by the front desk to get my mobile key issued), and it seems like there's almost zero chance of getting an upgrade unless you check-in at the front desk.

What are other people's experiences? Does anyone use it regularly?

I frequently use it, especially if I'm not really looking/hoping for an upgrade. Just used it this last weekend at the Lexington Marriott without any issues.