Survey Finds Travelers Prefer Skipping Front Desk Check-In

Do you look forward to checking in at your hotel, conversing with front desk staff and maybe getting a few local travel recommendations? Or do you just want to get to your guestroom as quickly as possible? A new survey from hospitality platform provider Mews found, if you’re in the former camp, you might be alone.

The survey found 70 percent of American travelers are more likely to check themselves into a hotel using an app or self-service kiosk rather than stopping by the front desk, if that option is available to them. The number of travelers who would prefer skipping front desk check-in only grew when looking at younger, Gen Z travelers. The reasoning? Travelers cited frustrations with traditional check-in, including the lengthy process and outdated service.

This shift in preferences, though, don’t necessarily mean travelers seek a more hands-off travel experience. Instead, Mews anticipates taking away the check-in process can actually allow staff to provide more beneficial, personalized services elsewhere.

Richard Valtr, founder, Mews said, “Since bringing Mews Kiosks to hotels in the U.S., 30 percent of guests check in via the kiosk, cutting check-in time by a third and freeing up staff to really welcome their guests and provide remarkable experiences throughout their stay, not to mention the fact that kiosks drive 25 percent higher upsells in our hotels today. Waiting in the lobby queue is simply not a hospitable experience for today’s travelers. It’s another example where if the technology works, guests value convenience over tradition.”