Rethinking Hotel Check-In
Hotel check-in has traditionally been a moment of friction, often the first touchpoint in the guest journey, and rarely the most memorable. But in an era of personalisation and digital convenience, this moment is being reimagined.
At NoVacancy, hospitality innovators from Rambla Hotels and Pudu explored what modern check-in should look like. Their insight was clear: guests shouldn’t have to choose between speed and service. The new standard is both.
Why Check-In Still Matters
For corporate travellers, especially those arriving late, efficiency is everything. A seamless arrival; without queues or paperwork; isn’t just nice to have; it’s expected. Meanwhile, leisure guests often want something more human. A warm welcome. A pause that says, “you’ve arrived.”
The challenge for hotels? Designing flexible systems that respond to each guest type without compromise.
The Shift Towards Smart, Hybrid Check-In
Pre-check-in and mobile processes are gaining traction, and for good reason. By shifting admin tasks online, front desk staff can focus on meaningful interactions.
Instead of asking for ID and credit cards, receptionists can ask, “Shall I book your breakfast?” or “Would you like help with dinner reservations?” It’s a small pivot, but a powerful one, from transactional to relational, and from routine to revenue.
Airlines have long nailed this model with kiosks for speed and staff for support. Now, hotels are catching up.
Real-World Innovations
Across the globe, we’re seeing clever solutions:
Mobile keys turn a guest’s smartphone into their room key, eliminating the risk of lost cards, as well as being a more environmentally friendly solution.
Digital compendiums replace heavy in-room folders with curated, clickable content on mobile.
Some European hotels pre-program room keys and store them in secure late-night pick-up zones. The first face-to-face moment is about welcome, not logistics.
One Size Doesn’t Fit All
Different generations expect different things:
Boomers often prefer traditional front desks, eye contact, and conversation.
Gen Z travellers expect digital-first, desk-free arrivals as the baseline.
This means the future of check-in isn’t digital vs. physical, it’s hybrid. Offering multiple pathways gives guests what they really want: choice.
Tech with a Human Back-Up
No matter how smart your systems are, things go wrong, phones run flat, tech fails, guests get overwhelmed.
Designing for contingency is key. That’s why some hotels are adopting ambassador-style staff: roaming team members with tablets who greet, assist, and connect. Others inject personality into digital arrivals with sensory experiences, like a self-serve nightcap on arrival at Belgian Beer Café.
The Takeaway
Check-in is no longer just a process. It’s a brand moment, and an opportunity to surprise, upsell, and create instant loyalty.
The principle?
Automate the mundane to allow room to elevate the meaningful.