Content that keep you excited and informed.

• 7 April 2025

Why The Guest Experience Actually Starts Before They Even Check In?

You know what’s underrated? A hotel that just lets me go straight to my room. No fuss. No forms. No “please wait while I print this.” Just... tap, confirm, and done. And I’m not alone. Most guests — especially these days — aren’t thrilled about standing in a lobby after a long flight, waiting in line, juggling their bags while someone types into a screen like it’s 2006. It’s not personal. It’s not efficient. And frankly, it’s not what guests expect anymore.

Let’s face it — people book flights, order food, call a ride, even pay bills — all from their phones. Why should hotels be stuck in the era of printed forms and ID photocopying?

The truth is, guest experience doesn’t start when they step into the room and see the fluffy pillows or a welcome chocolate. It starts earlier — sometimes the moment they receive that pre-arrival message. Sometimes when they realize they can skip the queue altogether and check in from their phone or a kiosk.

And no, it’s not just the Gen Z crowd. Business travellers who are always on the clock? They love the speed. Families arriving with cranky toddlers? They really love the speed. Even older guests appreciate not having to stand in a queue with their luggage. It’s not about age — it’s about mindset. People are used to convenience, and they remember it when they don’t get it.

Now I know some hotels worry that self check-in makes the experience less “personal.” But honestly? That’s not true. In fact, it gives your staff the breathing room to be personal — to actually look up from the screen, smile, and say something beyond “passport, please.” Self check-in takes care of the admin so your team can take care of the hospitality.

And it’s not just better for the guest. Operationally, it’s a game-changer. No more peak-hour bottlenecks. Fewer errors from typing the wrong passport number. Faster check-ins mean quicker room turnaround. And your staff can be reallocated where they’re actually needed — solving problems, not shuffling papers.

We’ve seen hotels implement it in phases — maybe starting with online check-in, then adding kiosks or tablet stations. You don’t have to go full robot hotel on day one. But taking that first step already sets a different tone for the guest.

Let’s be honest — guests don’t need lasers and holograms. They just want simple, efficient, thoughtful service. If that experience can start right when they walk in — or better, before — you’re ahead of the curve.

And here’s the kicker: when a guest feels relaxed and respected from the start, they’re more likely to enjoy their stay, leave a good review, and come back. That first impression? It sticks.

---

Thinking about offering self check-in at your hotel? We’ve helped hotels of all sizes modernize the arrival experience — and no, it doesn’t require tearing down your front desk. Let’s chat.