Self Check-in App in Hotel Industry: A Case of Marriott Bonvoy

Abstract

<p align="justify">Marriott Bonvoy unified Marriott’s loyalty programs and introduced a self-check-in app to enhance guest experience and efficiency. The app allows flexible check-in times and supports upselling opportunities. However, integration with hotel systems and reduced personal interaction present challenges, particularly for guests less comfortable with technology and data security concerns.</p> <p align="justify">万豪旅享家（Marriott Bonvoy）整合了万豪的常客会员计划，并推出了自助入住应用程序 (App)，以提升宾客体验和运营效率。该应用程序支持灵活的入住时间，并提供了追加销售的机会。然而，与酒店系统的对接以及人际互动的减少也带来了挑战，特别是对于不太擅长使用科技产品以及对数据安全有所顾虑的宾客。</p>