Cannes Lions

Marriott Mobile App

WORK & CO, New York / MARRIOTT HOTELS / 2017

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Overview

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Credits

Overview

Description

The next generation of travelers doesn’t choose hotels based purely on comfort or amenities -- they want a high-quality, friction-free user experience. So we set out to create a new mobile concept that’s clutter-free and contextually relevant. For example, 24 hours before arrival, you’ll see only the check-in, or post-stay it will be the loyalty page. We stripped the digital experience down to three pillars of the Marriott consumer journey: booking, in-stay, and loyalty/rewards. While we wanted to win travelers over with the radically simplified booking, we knew we couldn’t stop there. To truly differentiate the experience, we aimed to delight users during their stay, and even after it, by providing the perfect travel companion for their experience. The new app is rich with features that work to redefine customer expectations. Marriott One-Button.

Execution

Acting as a digital concierge, the app is your primary touchpoint for your in-stay experience. Within 24 hours of your reservation, you can request amenities for your stay, browse restaurants near the hotel, and download a mobile key to bypass the front desk during check-in. Beyond supporting traditional services like ordering room service and setting wake up calls, you can also use the app to access your personal Netflix account in-room and control your TV. The experience doesn’t end when you check out; it also serves as a hub for Marriott’s loyalty platform, which currently boasts 55 million members globally, to make it easy to track rewards and continue to level up.

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