Electronic Key rollout
Jun 28, 2018, 7:18 am
#1
Original Poster
Join Date: Dec 2000
Location: Dallas, TX, AA 3MM EXP, WN
Posts: 1,808
Electronic Key rollout
Pardon if this is already discussed. Does the electronic key on cell phone roll-out seem challenging. Multiple keys need sent to phone, Keys not working, adding night throws key off, Keys stop working mid-stay, Front desk has not figured out how to distribute paper documents, meal certs, bar discounts etc with electronic key. I have found issues with low end to high end properties across the system. Front desk personell not trained or have not seen key functionality. Call number given when key does not work, and operator (usually now off site) does not know how to handle etc. Even the give us comments link on the key does not work on phone app.
Jun 28, 2018, 10:39 am
#2
Join Date: Apr 2014
Location: Aberdeen, Scotland
Programs: BA Bronze, Emirates Silver, Virgin Silver, Marriott Titanium
Posts: 1,403
In 2 of my recent stays when I was on holiday, I had the option to get electronic keys sent to my mobile phone but after reading a review on them (and their failures) on Australia Business Traveller, I made sure I unticked the box so that I got manual (plastic) keys. I still had issues with them too as it happens but feel more comfortable having physical (plastic) keys than it linked to my phone, especially when staying overseas and having connectivity challenges.
Jun 28, 2018, 1:19 pm
#3
Join Date: Jan 2008
Location: London, ON
Programs: Marriott Lifetime Platinum, Air Canada 35K
Posts: 73
I stayed at the Pier One Sydney Harbour, Autograph Collection in May and used the electronic key on my phone and it worked fine for the 1 night I was there.
Jun 28, 2018, 5:47 pm
#4
Join Date: May 2011
Posts: 5,814
I usually get both but find the mobile keys so cumbersome. If they were available via Apple Wallet or something, it would be a bit more usable IMO.
Jun 29, 2018, 1:58 pm
#5
A FlyerTalk Posting Legend
Join Date: Jul 2002
Location: MCI
Programs: AA Gold 1MM, AS MVP, UA Silver, WN A-List, Marriott LT Titanium, HH Diamond
Posts: 52,575
I've never had this with any Marriott/Starwood yet.
Which is weird, because I've been getting it for over a year at most of my Hilton stays, and their version seems to work pretty well. Only once was I at a hotel where they seemed to be having technical difficulties.
I love it when it's available. For some stays I swing by the FD to get a backup plastic key (for the pool, etc.), but I like knowing I can do that whenever there's no one else at the front desk.
Which is weird, because I've been getting it for over a year at most of my Hilton stays, and their version seems to work pretty well. Only once was I at a hotel where they seemed to be having technical difficulties.
I love it when it's available. For some stays I swing by the FD to get a backup plastic key (for the pool, etc.), but I like knowing I can do that whenever there's no one else at the front desk.
Jun 29, 2018, 3:03 pm
#6
Suspended
Join Date: Aug 2013
Location: Southern California, USA
Programs: Marriott Ambassador and LTT, UA Plat/LT Gold, AA Gold
Posts: 8,764
SPG has had this smartphone functionality for a few years now at most W and many Aloft hotels. I’ve had both good and troublesome experiences with it, but in the last year my W stays have had easy experiences using the electronic key.