Marriott to Launch 'Virtual Concierge' Service

Washington -- Marriott International will offer, beginning next Tuesday, what it calls a "virtual concierge" service, by which guests can receive a myriad of information about their destination by email prior to check-in.

The program, At Your Service, applies to all of the nearly 2,500 properties worldwide that operate under Marriott's various brands, including Marriott Hotels & Resorts, JW Marriott Hotels & Resorts, Renaissance Hotels & Resorts, Courtyard, SpringHill Suites, Fairfield Inn, Residence Inn, TownePlace Suites, and Marriott Conference Centers.

Guests who provide Marriott with their email addresses will receive an email five days prior to check-in that includes local transportation, weather and restaurant information, as well as directions to the property and maps.

At a growing number of hotels, guests can also reserve online spa treatments, room service for delivery upon arrival, and complimentary amenities that each hotel offers, such as extra pillows, miniature refrigerators, and early check-in and late check-out.

"The pre-arrival planning service is based exclusively on feedback from guests, who asked for information about their stay that is personalized, reassuring and timely," said Rita Cuddihy, Marriott's senior vice president of marketing. "According to our research, more than 80 percent of guests said they'd be more likely to book their next trip with Marriott if they received this type of service."

The pre-arrival planning service builds upon the success of a similar service available on-site at Marriott's full-service hotels. Rather than calling various telephone numbers to request different services, guests press one button on their in-room telephones to speak with one guest-service agent.

Marriott has also improved its website, at www.marriott.com, as part of the new online program. More than 20,000 new photos of hotels and resorts are available, and Marriott Rewards members can more easily redeem their points online.