MOBILE GUEST SERVICES

SPG Mobile Check-In/Check-Out Frequently Asked Questions

As of 05.31.2017
General Information

Q: What is SPG Mobile Check-In and Check-Out?

- SPG Mobile Check-In/Check-Out is a new feature on the SPG app which allows members to start the check-in
process as of 8am (hotel time) the day prior to arrival – which includes submitting an arrival time, selecting
applicable preferences like Make a Green Choice (where applicable), and choosing to receive their folio via email
at check out. Members will receive a notification on their arrival date when their room is ready and their key
packet is available for pickup. On the morning of their departure, members can check-out using the SPG app.

Q: Who can use SPG Mobile Check-In and Check-Out?

- SPG Mobile Check-In/Check-Out is available for SPG members with eligible reservations (including associates) at
participating hotels. Bookings from third parties (e.g., Expedia and Priceline), will not be eligible for Mobile
Check-In/Check-Out.

Q: What determines if a reservation is eligible for Mobile Check-In/Check-Out?

- To be eligible, guests must be SPG members and reservations must meet the following criteria. Reservations
must be booked through direct channels (SPG app, SPG.com). Rates must earn Starpoints or be approved non-
earning rates (such as Associate and Business Rates, SPG Awards, Suite Upgrades, etc.). Complex reservations
with multiple rate plans, multiple room types, or a zero-cost rate are generally not eligible for Mobile Check-
In/Check-Out. We are currently working to expand the eligible rate codes and will provide an update later this
year.

Q: Which hotels are participating in SPG Mobile Check-In/Check-Out?

- A participating hotel list will frequently be updated at spg.com/mobileapps starting June 1.
- Design Hotels do not participate in SPG Mobile Check-In/Check-Out.
- W, Element, & Aloft and any other existing hotels with SPG Keyless already have a mobile arrival process and will
not participate in SPG Mobile Check-In/Check-Out.

Q: When will members be able to start using this feature?

- Starting May 2017, select hotels in the U.S. will be participating in Mobile Check-In/Check-Out. Marketing will
begin June 1. Mobile Check-In/Check-Out will be deployed to all U.S. hotels in July.
- Outside the U.S., Mobile Check-In/Check-Out will be deployed in November. Select hotels will go-live as part of a
pilot in July. By year end 2017, all hotels will have Mobile Check-In/Check-Out, except Design Hotels and hotels
with SPG Keyless.

Q: How will members hear about this new feature?

- Marketing assets have been developed for individual hotels and field channels, including:
o Banner assets for hotel & field communications and websites
o Hi-resolution images of the app
o Social Media assets, copy & posting guidance
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SPG Mobile Check-In/Check-Out Frequently Asked Questions

As of 05.31.2017
- SPG Global Marketing Support will include:
o Targeted solo emails to guests with upcoming reservations
o Placements across all SPG channels (including estatement, spg.com, social/app, etc)
o We will also have awareness messaging on SPGtv and key packet inserts (to be rolled out Summer 2017)

Q: How can I learn more about this feature:

- Training materials and additional resources will be available to you on the SPG Mobile Check-In Platform page ( MI| SW )

Q: How is SPG Mobile Check-In different from SPG Keyless.

- SPG Mobile Check-In/Check-Out and SPG Keyless are different features within the SPG app. Mobile Check-In
allows guests to start the check-in process earlier (and on their own time), however members still need to pick-
up physical keys from the front desk. SPG Keyless includes the arrival experience and allows guests to use their
mobile devices as their room keys.

Q: Who needs to be trained on SPG Mobile Check-In/Out?

- Any associates on property that process check-in/check-outs today should be trained on SPG Mobile Check-
In/Check-Out.

Q: How do I minimize credit card fraud?

- The guest should have history of staying with SPG within the past year. If so, verify the guest’s ID and check the
guest into the PMS system to ensure the credit card on file is authorized. As always, be mindful of unusual and
extraneous purchases. Follow current credit approval process when encountering any suspected fraudulent
charges.

Operations

Q: How does SPG Mobile Check-In/Out work if a guest has more than one room? Do they receive more than one push
notification?
- Guests will receive one notification per confirmation number, regardless of the number of rooms under that
number. If the guest has multiple rooms under one confirmation number, they will only get one notification.
This cannot be separated per room. If the guest has booked multiple reservations, they will receive one push
notification per reservation.

Q: Our normal check-in time is 4PM. Will this allow guests to “check-in” prior to 4PM?
- Yes. The guest will be able to submit a request to check-in any time between 8AM day prior to arrival until 4AM
day after arrival. Guests will be able to submit an arrival time prior to the hotel’s guaranteed check-in time--at
least 1 hour prior to arrival to allow for property preparation. Using Mobile Check-In does not guarantee an
early check-in, as guests will not receive a room ready notification until after the room is ready. The benefit to
our hotel is that they can know the approximate arrival time of the guest and more efficiently prepare for their
arrival. The benefit to our guests is that they experience an expedited check-in upon arrival and a genuine
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SPG Mobile Check-In/Check-Out Frequently Asked Questions

As of 05.31.2017
- If you are not able to accommodate the guest with a room at that time, please be prepared for the guests'
arrival and provide alternative options such as storing their luggage until the room is ready.

Q: If we are not able to accommodate an early check-in request, do we still process the request in the Control Panel?
- Yes, the request should still be processed to confirm the request was received and action was taken in your PMS
system for the guest’s request. Be prepared for the guest to arrive at their requested time and follow your
existing procedures for a guest who arrives early when there are no rooms ready. A benefit to this program is
you no longer have to call the guest when the room is ready. Instead, simply send the guest the "room ready"
push notification.

Q: If we are not able to accommodate a late-check out request, do we still process the request in the Control Panel?
- Yes, the request should always be processed to confirm the request was received and action was taken in your
property management system (PMS) for the guest’s request. Inform the guest that the request cannot be
accommodated and provide an alternative such as storing luggage until they are ready to depart.

Q: Will Mobile Check-Out allow guests to check-out earlier than the original check-out date?
- No. Mobile Check-Out is only available/visible in the App on the originally selected departure date.

Q: What does it mean when the "Room Ready" column in the Control Panel shows "declined" for a guest?
This indicates the guest did not receive the "room ready" notification you sent from the Control Panel, because the
guest does not have push notifications enabled on their mobile device.

App Functionality

Q: Can a guest change their Method of Payment on the app?

- Not at this time. The guest will need to access Marriott.com through a web-browser to change the method of
payment. Confirm the method of payment when the guest arrives to pick up their key packet.

Q: What languages do the app and the messages support?

- The SPG app is available in English, Chinese, Spanish, and Japanese.

Q: Who should guests contact when/if they are having technical issues with the App functionality? (for example, the
app doesn’t work as expected)?
- Guests can contact the SPG App team for assistance directly in the app, by clicking the “more”
option at the bottom of their mobile device and scrolling to the “Support- Report a bug” section
which will generate an email. Or they can email direct at spgapp@starwoodhotels.com

Contact Us: mobileservices@marriott.com

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