When I use the chat function on the Bonvoy app, am I actually speaking with someone at that specific property
or are they a customer service representative in a random call centre in a random country?
thx

at the hotel

It�s hilariously someone at the hotel - the variety of diction I receive is a dead giveaway. They haven�t AIed the chat yet�

Marriott's IT department still can't keep up with circa-2000s tech, let alone AI.

I love the in-app chat and ability to request services from the app, it is one of the best things about Marriott and something I missed when I stayed at a Hyatt.

Every hotel is different but typically you're talking direct to whoever is personing the front desk (although in some cases it may be the concierge). You will typically get an automated response acknowledging your message, and then a response from a hotel employee once they're available. I've found most hotels treat the priority of a message as lower than a phone call but higher than an email (i.e: a chat is something to be responded to as soon as someone is available, an email is whenever (if ever)).

As an almost daily user of the chat, my recommendation is to treat the messages like an email: ideally, the front desk employee should be able to read your message, action it and then close the chat without any further messages. If you want to have an extended conversation about something, then you should probably call or visit the front desk.

A caveat is that the Marriott app can sometimes be very delayed at delivering notifications, even by many hours in some cases. If I am expecting a reply (e.g: I have a question) then I will check the chat every few minutes just in case a response has been received but the app didn't notify me.

I find the chat responses very inconsistent.

The messages all receive an auto response. After that everything varies.

Most of the time the pre-arrival messages are not dealt with. For example I might ask to have two robes, for places my wife and I like to go use the hot tub. Usually not taken care of.

After arrival, some requests are quick (ask a second pair of slippers, delivered quickly), and some not dealt with (wash liquid empty, need refill) for the whole day and needed phone calls.

Hyatt has a similar text feature. It also has the ability to request items directly, which I find often easier than even sending a message.

Although they haven�t AI�ed the chat (yet), I find it funny sometimes they�ll blindly paste their rubber stamp responses leaving the underlines in there, e.g. �we have noted your upgrade to a _____�

oh! I must have been unlucky and stayed at a hotel that didn't offer it (Park Hyatt Busan). I didn't see an indication that the option existed in the app so I just figured it wasn't possible at any Hyatt hotel.

They have an in-app button, but it just opens phone's text messaging app (chat not done in Hyatt app), at least when I've used it. I've found both Hyatt and Marriott chat/text to be useful though.

That's right, not all hotels offer it. Pretty sure I've stayed at some Marriotts that didn't have it as an option either.

Yes it�s just texting, which I find it easier vs in app chat.

I find Marriott chat or message as it is called in the App, very useful for specific things Pre Arrival. I used it often for both early arrival and late arrival, as well as whether the property has knowledge to process Marriott GC as payment form. Occasionally I even asked for specific details of direction when google map is not clear on the final step(s) to get to the hotel. (can happen in international locations often).

For requesting items during the stay, I prefer using the phone "At Your Service" button or just the FD button - much quicker action than thru the chat which it is only attended to when someone is available to take care messages which remember, it is not only yours.

Yes, this is very useful for flights arriving late at night. I give them my flight number, scheduled airport arrival time, and my anticipated checkin time.

Mrt IT is outsourced.

THIS. I find it super convenient to ask for late check-out, verify welcome election and other nonsense.

Some of it is.