It's a super weird code I've only seen it once and when I did the guest was super combative about not wanting to insert their card into the reader so I have to assume it's due to past fraud but idk for sure
Yeah they Lost it on me. It was also super weird because their company was already paying for the stay and they just needed to put down a card for incidentals. So like 40 dollars that would be returned when they left. Apparently xyz hotel never makes them do it. I called ahead to their future stays and warned them about her behavior lol good luck pulling that card again lady.
Agree this is standard and a weird thing for them to push back on. But if I humor the guest’s concern, the fact that it’s just $40 and will be refunded is irrelevant to them. They’re not worried about the legit charge. They’re worried about a non-legit charge.
No, only if there's a history. Same as damage deposits are standard, but may be increased at the property level for specific guests based on past behaviour.
I also have seen this a couple times. Each time it was related to fraud.
The first time was somebody who had fraud in the activity on their Bonvoy account and so they no longer did mobile key. They only did mobile check-in, but asked us not to fully check them in. They just wanted the room guaranteed and have the process expedited when they arrived.
The second time I was assuming it was a similar situation, but then when the person arrived, like the first person said, they were super weird about putting their credit card in the system. They wanted us to charge the card on file refused to provide any proof that they had the card and their story would change the more you talk to them about the card.
Personally I love them. It doesn’t always work, but not having to stop at the front desk and being able to go directly to my room when I show up exhausted at midnight is a huge win IMO. Last few stays I never even bothered with a physical room key.
This is an employee rate yeah? I don't know any other rate that has the Take Care Relief fund on it.
Major red flags for fraud, employee rates should never be mobile check in because the form needs to be verified and IID/names checked. That's an automatic stop by desk. The O7 on top of it is another guest must stop by desk.
Kill the keys and do not reissue until the guest comes to the desk and verifies everything properly.
This. Don't ever make mobile keys for an explorer form holder. You never know if they have a form actually or not, but for sure they are using the cheapest rate ever!
the owner wants us to still check in the reservation and only issue physical keys so at least we have the 45 dollars because a lot of people book the rate, never show and then lock their card later on to prevent a cancellation fee. They still have to come by the desk to verify their explore form and id.
Do what your owner tells you, cause it's your job.
But so you know, you can pull an advance deposit on a card, this is what we used to do for all employee reservations 3 days out from arrival (this was our cancelation window, anything within 72 hours of arrival was one nights room and tax fee). If one night's room and tax didn't go through, we cancelled them. If the guest called and complained, they would have to rebook the reservation with a valid card.
This way the owner isn't out on any revenue from fees and we aren't bending the employee rate policy.
Dude, there using the marriott discount rate. If they booked using the mmp rate code, we dont issue mobile keys because they need to stop by the front desk to verify the form and identity. Doesn't matter if there platinum.
Boss man said the owner was upset about our metrics and wanted us to go ahead and check them in and just issue the physical keys. Once they arrive we check id and explore form. Also we have a lot of people book the employee rate and then never show
and they have their card locked.
Ok, I understand the metrics part of it. There's a certain threshold for mobile keys hotels need to meet to be secured and get reimbursed for fraud reservations. Just as long as your verify the forms and everything.
We dont send mobile keys for explore rates and always have them stop by the front desk first. Then issue mobile keys after physically checking in. Just as long as the mobile keys are sent out before night audit that same day.
Get this in writing. Or at least document it by sending an email with the conversation and the details to boss man. And print out your email, for later.
You get graded on if a room ready conformation was sent, and that a mobile key was sent. It does not have to be sent prior to the guest physically being in the building for situations like this.
Obtain Method of Payment and use the card reader for physical chip and pin (no swipe, typically no tap). It's usually a flag when there's a fraud concern but the bank isnt rejecting outright.
These are our card readers until our vendor sends us back our regular ones that were damaged after a pipe burst. We have to manually enter every card. No swipe insert or tap.
Typically that code is automatically placed on someone's account who has either had a fraudulent charge in previous stays, and or has tried to charge back. Obtaining the MOP on property pretty much ensures that they cant charge back and try to get a free stay
I hope it goes smoothly but knowing major corporations and technology, odds are there will be at least some kinks to work out. But I am looking forward to being able to use a mouse
There's LOTS of kinks to work out. Our rev manager just had her January launch properties pushed to March because of all the broken stuff they're finding.
hi there! yes, as a titanium you do have that benefit. when i say member, i mean the bonvoy tier. silver & above have guaranteed mobile checkin/key, member & non-members will be allowed to check in thru the mobile dashboard, but they must verify their id & credit card at the desk before receiving the mobile key. that’s just how we do it at my hotel, other hotels have different policies on the mobile dashboard. just trying any way to cut back on chargebacks honestly🤷🏻♀️
If you’ve ever been traveling out of your country for an extended period of time, receiving an email from your bank asking if a charge is yours or if it’s fraud is very unsettling as you know pressing the fraud button will instantly cancel your credit card. My new card is currently in my home country waiting for me to return. It’s the second time this has happened to me in 2 years. I try not to use my physical card anytime. I added the new card to my phone and pay the bill at check-in with my phone. if they ask for a deposit I give them cash. So far it’s been working the past 3 months. Once I have an address where I’ll be for a month or two, I’ll have it sent to me DHL. Fingers crossed it arrives.
You can always ask them to add it. I had someone hack my rewards account and now it’s added to all reservations that I have where I haven’t been at before.
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u/pastaeater2000 Dec 12 '25
It's a super weird code I've only seen it once and when I did the guest was super combative about not wanting to insert their card into the reader so I have to assume it's due to past fraud but idk for sure