Front Desk Contact and info page

When contacting our support teams, users should have the appropriate customer records at hand so to provide agents with information that both confirms their identity as an authorized customer representative and streamlines the lookup of individual property information. See additional details below:

• PROPERTY NAME: 
• ADDRESS: 
• MARSHA CODE: 

The first step to get support will always be to open a service ticket. Through our partnership with Effortless Office, Cloud5 offers a variety of ways for that to happen, and users can choose the most convenient route that suits their needs:

By dialing Cloud5 helpdesk support hotline at 1-877-397-4791, the team will be connected with one of their service representatives who will carefully work to evaluate the ongoing situation and provide the most expeditious actions and response.

If a guest needs help getting their device connected to the internet or having issues staying connected or need special support like getting a VPN set up etc, the guest calls: 

1-877-397-4790

Running a holiday sale or weekly special? Definitely promote it here to get customers excited about getting a sweet deal.

Phone PBX - is the phone server, back office phones and whether you get a dial tone or no calls coming in or going out, phone programming or any issues involving making or receiving a phone call - your contact is:

Broadband Hospitality - 1-877-250-8910

SLCRP, look at Television Channels and GRE (Guest Room Experience) (SLCRP)...

World Cinema Support:  1-800-944-9441 or, less immediate:
Email at: service@wcitv.com  Subject: Hotel Name & Marsha Number and  Account Number

 The Television channels that come in to all televisions is handled by Broadband Hospitality (BBH) who is a master dealer and service company for DirecTV. If there is any issue with channels, call BBH.  If it is a TV Channel, it is BBH.

BBH Support:  1-877-250-8910 x621

Sonifi  is the provider of the Internet TV channels (Netflix, Amazon, YouTube, etc) and the "Skin" of the TV when it is first turned on and you are presented with choices on the screen.   The STB (Set Top Box) on the back of the TVs in the guest rooms - those are also programmed and controlled by Sonifi.  You cannot just swap these out without letting Sonifi know so they can get in and change information  as well as setting up important information in the STB.

Sonifi support:  (888) 563-4363  

A Good thing to Remember:  When in doubt, call BBH

Contact Uniguest support at: 866-398-8729 X 2 or service@uniguest com

• Did you know, if a guest chooses to use the FREE internet access but wants to upgrade to the Enhanced internet, all they have to do is go on their web browser and type in the address:  www.internetupgrade.marriott.com and they will be able to choose the Enhanced and accept the charges etc.
• Free Speeds are capped out at UPTO 10Mbps (Megabits per second)
• Enhanced Speeds are Capped out at UPTO 30Mbps
  
  • UPTO does not mean you get that speed 100% of the time, that would be a waste.  Nobody needs 15 Meg to look at email.  Netflix and HBO GO only need 3Mbps to stream HD videos
  • Enhanced internet access allows for 3 devices ONLY.  It is silly to connect a cell phone on Enhanced, but if they have a gaming system or a person wants to connect a laptop to do remote work at the office or something like that, they would need Enhanced Internet
• If a guest cannot see the login page to get onto the internet, have them
  
  • 1) Make sure they are on the WiFi SSID MARRIOTTBONVOY_GUEST, then 
  • 2) Try typing this in to the address line of their browser: http://www.marriottwifi.com/   This will force the login page.  
  • If neither of those 2 items work, have them contact Internet Support or the Front desk can call and forward Internet Support to the Guest in their room.
    
    • Some issues that will cause either of those 2 not to work are
      
      • The guest has a laptop that is Government Issued or Company Issued and they have a firewall that will not allow them to log into the internet through WiFi - they have to plug into a cable in their room to get access for security reasons
      • The guest has WiFi turned off - forgot or inadvertently pressed the F-Key on their keyboard that sets their laptop into Airplane mode or turns off WiFi
      • They were recently logged in at a different Same brand as you and their login with Marriott has not timed out and the computer is confused as to where they are...you are a Courtyard, and if they were at a different Courtyard within the last 24 hours and logged in to their internet, could cause some issues.  In this case, have them go into their wireless settings and "Forget" the settings at the hotels that are similar to yours, just to make sure the computer doesn't get confused.