What is going on with the Mobile Key?
 

Every single time I ask for a mobile key it never gets activiated. I have to go onto the app and chat with the front desk to get it activated. Now I have run into were hotels are requiring you to stop by the front desk to swipe your card for incidentals or show your id to prove it is actually you. I have had a couple hotels tell me that scammers are out there doing charge backs and saying they never swiped the card at the front desk so how are you charging my credit card. I have a points stay tonight and I am Ambassador and I told the front desk through the chat to use my card on file for incidentals. They still said I have to come swipe it. I don't want to use Covid as a excuse but you would think with what we are going through....the front desks would not want people stopping by to check in. I thought the point of mobile check in/key was not to have to stop at the front desk? Anyone else having this issue?

Yes definitely many times. What doesn’t make any sense is why Hilton has been able to very successfully allow skipping the front desk for at least 7 years now. Are all the scammers only targeting Marriott and Hyatt brands?

Mobile keys don't work at Marriott. I don't understand why, other than gross incompetence on their IT and training side.

Hilton and Hyatt seem to manage to make it work.

If this worked, Amazon would be broke. I've never physically swiped a card with them ever.

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Hilton has this down cold. I can choose my room. I go directly to the room. My phone always unlocks the door.Always. Occasionally it works at Marriott. Occasionally.
At Hilton I can unlock my door from several feet away. At Marriott if my phone is pressed against the lock it might work. I do not work in IT. If I was an IT engineer at Marriott I would be so embarrassed

Sounds like a fundamental difference in the technology used. Bluetooth versus NFC. Bluetooth might require entirely different key readers on the doors, versus being able to use existing ones?

I believe they all use Bluetooth?
Some hotel key / pms systems are not mobile key capable. I agree though that to have to go to the chat / front desk to have it activated makes no sense. Generally the Marriott IT systems work quite well regarding mobile key in my experience.

Bluetooth wouldn't necessitate tapping the lock though.

https://help.marriott.com/s/article/Article-22239

It really depends on the location. I've had 100% success rate at locations in the Bay Area. The Walnut Creek Marriott often gives me my key early in the morning, as early as 9AM.

Only 5 or so select Hyatt properties currently use NFC. Every other properties use Bluetooth.

I’ve had to have the front desk manually send the key to my phone at both properties I’ve tried recently.

That being said, the key never works against the door. Always gives me an error.

Even when it works for the room, it never seems to work at all throughout the property. For example at my last 3 stays, the parking garage would not accept mobile key, the gym would not accept it nor would the Concierge Lounge for breakfast. I've learned to just skip the mobile key and stop at the front desk and get a physical one. Nothing worse than getting stuck at the parking gate, can't get out with 5 other cars behind you while no one answers the damn call button.

Keep in mind that in many countries overseas, immigration/police authorities require visitors to register in person and get their passport scanned at the hotel upon arrival. Thus, it will not be possible to skip the front desk.

That said, even for stays inside the USA, I always have to visit the front desk upon arrival. They always want to check my ID and swipe my credit card before issuing keys (either physical card or mobile).

Not only Hilton but rental car companies. If you have your info on file, you can skip the line and head straight to the lot and pick up your car and drive off. Even at the exit booth, they don't check your CC. Why Marriott can't do the same is beyond me.

I've long given up on Marriott mobile key as it's never worked for me. Don't bother. Just go to front desk and collect physical key.