Let us find your solution Best Contactless Check-in Solutions for Hotels 2021 | Find Reviews, Pricing, Buying Guide
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What is contactless check-in? Self Service and contactless hotel check-in solutions provide the ability to collect all necessary guest details automatically, with little to no contact from the reception desk.  Prior to the coronavirus pandemic, hotels were already moving towards contactless experiences but the pandemic solidified this as a ubiquitous trend across geographies and market segments.  Mobile check-in details include passport scans, payment or deposit, E-signatures, arrival time, and more.  This helps avoid unnecessary lines at reception providing an improved arrival exper... Read the full Self-Service & Contactless Check-in Solutions software overview

10 Best Self-Service & Contactless Check-in Solutions

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Hoteliers voted EasyWay as the #1 Self Service & Contactless Checkin provider in the 2021 HotelTechAwards
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EasyWay Online Checkin

HotelTech Logo score
HT SCORE
100 out of 100
Hotel Tech Score is a composite ranking comprising of key signals such as: user satisfaction, review quantity, review recency, and vendor submitted information to help buyers better understand their products.
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Deliver a safe guest experience through our customizable check-in/out solution with secure payment via all major messaging apps (WhatsApp, WeChat, iMessage, and more). EasyWay’s...

Geography: Regional
Geography: Global Verified Customer Support: Yes No
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Hoteliers voted EasyWay as the #1 Self Service & Contactless Checkin provider in the 2021 HotelTechAwards
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Hoteliers voted Mews as the #1 Self Service & Contactless Checkin provider in the 2021 HotelTechAwards
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Mews Kiosk

HotelTech Logo score
HT SCORE
91 out of 100
Hotel Tech Score is a composite ranking comprising of key signals such as: user satisfaction, review quantity, review recency, and vendor submitted information to help buyers better understand their products.
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Cut front desk waiting times, boost guest satisfaction, and create a memorable guest experience with a simple, modern kiosk solution. It's easy to set up and just as easy for gues...

Geography: Regional
Geography: Global Verified Customer Support: Yes No
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Hoteliers voted Mews as the #1 Self Service & Contactless Checkin provider in the 2021 HotelTechAwards
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Hoteliers voted Canary Technologies as the #1 Self Service & Contactless Checkin provider in the 2021 HotelTechAwards
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Canary Contactless Check-In

HotelTech Logo score
HT SCORE
87 out of 100
Hotel Tech Score is a composite ranking comprising of key signals such as: user satisfaction, review quantity, review recency, and vendor submitted information to help buyers better understand their products.
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Seamlessly check-in your guests without exchanging credit cards, IDs or registration forms. Hotels that implement Contactless Check-In from Canary have higher guest satisfaction, ...

Geography: Regional
Geography: Global Verified Customer Support: Yes No
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Hoteliers voted Canary Technologies as the #1 Self Service & Contactless Checkin provider in the 2021 HotelTechAwards
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Hoteliers voted Duve as the #1 Self Service & Contactless Checkin provider in the 2021 HotelTechAwards
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Duve - Online Check-in

HotelTech Logo score
HT SCORE
84 out of 100
Hotel Tech Score is a composite ranking comprising of key signals such as: user satisfaction, review quantity, review recency, and vendor submitted information to help buyers better understand their products.
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Collect all the important details you need from guests before arrival, automatically. The pre-check-in wizard is fully customizable allowing you to take the workload off your rece...

Geography: Regional
Geography: Global Verified Customer Support: Yes No
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Hoteliers voted Duve as the #1 Self Service & Contactless Checkin provider in the 2021 HotelTechAwards
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Hoteliers voted StayNTouch as the #1 Self Service & Contactless Checkin provider in the 2021 HotelTechAwards
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Zest Station by Stayntouch

HotelTech Logo score
HT SCORE
81 out of 100
Hotel Tech Score is a composite ranking comprising of key signals such as: user satisfaction, review quantity, review recency, and vendor submitted information to help buyers better understand their products.
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StayNTouch's Guest Kiosk transforms your guests’ experience by streamlining the check-in, key retrieval and check-out processes by letting guests skip the line and get on with t...

Geography: Regional
Geography: Global Verified Customer Support: Yes No
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Hoteliers voted StayNTouch as the #1 Self Service & Contactless Checkin provider in the 2021 HotelTechAwards
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Hoteliers voted Akia as the #1 Self Service & Contactless Checkin provider in the 2021 HotelTechAwards
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Akia Contactless Check-In

HotelTech Logo score
HT SCORE
76 out of 100
Hotel Tech Score is a composite ranking comprising of key signals such as: user satisfaction, review quantity, review recency, and vendor submitted information to help buyers better understand their products.
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Streamline new contactless operations and guest communications with the premier text messaging solution for hotels. Akia provides unlimited digital registration cards, integrates ...

Geography: Regional
Geography: Global Verified Customer Support: Yes No
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Hoteliers voted Akia as the #1 Self Service & Contactless Checkin provider in the 2021 HotelTechAwards
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Hoteliers voted MyStay as the #1 Self Service & Contactless Checkin provider in the 2021 HotelTechAwards
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MyStay Check in

HotelTech Logo score
HT SCORE
71 out of 100
Hotel Tech Score is a composite ranking comprising of key signals such as: user satisfaction, review quantity, review recency, and vendor submitted information to help buyers better understand their products.
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Slash reception costs by up to 85% without firing your receptionist. MyStay check-in and check-out eliminates queues and allows your staff to reallocate their time and become mor...

Geography: Regional
Geography: Global Verified Customer Support: Yes No
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Hoteliers voted MyStay as the #1 Self Service & Contactless Checkin provider in the 2021 HotelTechAwards
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Hoteliers voted Experience Hotel as the #1 Self Service & Contactless Checkin provider in the 2021 HotelTechAwards
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Experience - Online Checkin and Pre-Checkin

HotelTech Logo score
HT SCORE
63 out of 100
Hotel Tech Score is a composite ranking comprising of key signals such as: user satisfaction, review quantity, review recency, and vendor submitted information to help buyers better understand their products.
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With the Experience CRM, your guests have the option of speeding up their reception time. They can pre-check in online, fill out their form on a tablet at reception, or register r...

Geography: Regional
Geography: Global Verified Customer Support: Yes No
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Hoteliers voted Experience Hotel as the #1 Self Service & Contactless Checkin provider in the 2021 HotelTechAwards
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Hoteliers voted Sezam24 as the #1 Self Service & Contactless Checkin provider in the 2021 HotelTechAwards
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Sezam24

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HT SCORE
61 out of 100
Hotel Tech Score is a composite ranking comprising of key signals such as: user satisfaction, review quantity, review recency, and vendor submitted information to help buyers better understand their products.
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Sezam24 - from a booking number to a room key. We produce and sell smart, high-tech hotel self service check-in kiosks for meeting guests are your property. It is no coincidence t...

Geography: Regional
Geography: Global Verified Customer Support: Yes No
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Hoteliers voted Sezam24 as the #1 Self Service & Contactless Checkin provider in the 2021 HotelTechAwards
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Hoteliers voted AeroGuest as the #1 Self Service & Contactless Checkin provider in the 2021 HotelTechAwards
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AeroGuest

HotelTech Logo score
HT SCORE
58 out of 100
Hotel Tech Score is a composite ranking comprising of key signals such as: user satisfaction, review quantity, review recency, and vendor submitted information to help buyers better understand their products.
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AeroGuest is a full service, mobile platform for digital guest experience before, during, and after the hotel stay. Now your guests can choose a room and check-in and out and even...

Geography: Regional
Geography: Global Verified Customer Support: Yes No
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Hoteliers voted AeroGuest as the #1 Self Service & Contactless Checkin provider in the 2021 HotelTechAwards
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Recent Self Service & Contactless Checkin Articles

Using Contactless Channels To Enter a New Era of Running a Hotel

by
Sandra Holland
3 weeks ago

Since the advent of the pandemic, and well before it, contactless channels have garnered tremendous attention as a safe, efficient and effective way for hotels to communicate with their guests. In fact, today around 70% of hotels are already planning to adopt contactless technology for check-in, food ordering, concierge services and more. With its immense potential for the future of hotel operations and its rapid growth in guest preference, it’s no wonder why hoteliers are fast to adopt it. In this article, we’re exploring contactless communication and how it has become a necessary consideration when entering a new era of hospitality.   The State of Hotel Communication Today Over the past 10 years, how hotels interact with their guests has changed greatly. The rise of COVID-19 not only pivoted many communication strategies, but accelerated the pace in which we adopt new digital forms of contact such as apps, social media platforms, and more. As a matter of fact, in a recent survey, consumers highlighted the desire for contactless payments (35%), digital room keys (26%) and digital messaging services (20%) as the top three changes that would make them feel more comfortable staying in a hotel. With the demand for new efficient communication channels progressing, the need for hoteliers to invest and evolve their digital programs becomes critical.   Contactless Channels on The Rise  Within hospitality, apps are undoubtedly one of the most influential contactless channels to adopt. In a Hotel Management 2020 report, 62 percent of respondents said they would prefer to use contactless check in (and out) through a hotel app. In addition 80 percent of respondents said they would download a hotel app that would allow them to check in, check out and get all information about the hotel. With an app, consumers can easily navigate the hotel experience (without face to face contact), whether it be by communicating directly with a staff member or mobile ordering something on-demand. Social media channels also hold a promising role in communication. According to “Statista, in the second quarter of 2018 the total number of social media users was 3.297 billion people worldwide, which corresponds to a penetration rate of 43% in a total market of 4.087 billion internet users.” Social channels have tremendous reach and cater to a wide variety of individuals. Using these channels, you can personalize the experience by getting a glimpse of guest social profiles, leverage automation features and send feedback surveys to better understand your guests. What’s more, social media isn’t segmented by geography, so hotels with greater international guests can utilize these channels to engage worldwide. Lastly, email and SMS will continue to rise in adoption. As two traditional channels that are already leveraged by a wide array of hotels for booking confirmations, itineraries, and post-stay follow ups it’s important to leverage both of these channels, in conjunction with more engaging channels, when communicating with guests.   How Contactless Can Benefit Your Hotel Streamline booking and ordering.  For hotels, contactless channels not only enhance the guest experience but also streamline hotel operations. According to Travel & Tourism Analyst, Ralph Hollister, it’s reported “in 2021, hotels will increase their adoption of technology that will reduce the number of touchpoints. Abilities such as online check-ins and check-outs, mobile keys and room settings controlled by Internet of Things (IoT) technology will become much more commonplace.” In this, administrative tasks such as booking and ordering will become much more streamlined. As an example, if a hotel has an app, dine-in ordering can be done through on-demand navigation. Customers can simply browse the dinner menu, click on their desired order and pay all from their personal device. From an operation standpoint, the whole process is automated, the order goes directly to the kitchen and management has direct access to the data from guest orders. Greater Customer Retention.  As proven through the aforementioned statistics, contactless communication is a growing guest preference that can make or break the experience. By adopting contactless communication, you show your guests that you listen to their opinions and implement their preferences - which can come with a number of benefits. Aside from staying safe, by adopting guest desires, you increase the likelihood of greater satisfaction, improve upsell, encourage greater conversation, and of course, improve retention rates. What’s more, adapting to common preferences ensures you meet new customer demands as well. Insight for improved experiences. Using contactless channels, hotels can obtain insight that can’t be captured with face to face conversations. This can help tailor individual discussions, but also the experience as a whole. By referring back to conversations with guests, you can obtain insights such as: preferred communication channels, trending topics of conversation, busiest times of day, top performing employees, average response time, best performing touchpoints and so on. By utilizing this insight you can adjust experiences in real-time and allocate time and resources to specific areas of your business to ensure a satisfied stay.   Technology Paving the Way  It goes without saying that utilizing contactless channels within your hotel has tremendous benefits for both your guests and your hotel operations. However, managing these channels and gathering data in an effective and efficient manner can be complex, especially without the right technology. For many, utilizing a channel management system, or an automated experience platform can be the turning point for a successful contactless communication strategy. In fact, according to International Hospitality Review’s latest research, “a touchless, adaptable and customizable automation platform featuring all front-office operations and answering particular business requirements could be a solution that the industry needs post-Covid-19.” Having the right technology in place can be a game changer for hotels, whether for managing communication or gathering data. That said, regardless if an added technology is in the cards for your hotel, contactless communication should be a strong consideration. Adding convenience for customers and relieving employees of added work, it’s a massive tool and for entering a new era as a hotelier.   

The Future of Hotel Apps: Why Mobile Payments Are Essential

by
Dan Lacey
1 month ago

When you look at the future of hospitality tech, it’s very clear that everything revolves around one thing: mobile. Everyone’s on their phone all the time, and that’s not changing anytime soon. Over the last year, features like mobile check-in and mobile key have become more important to hotel apps than anyone could have imagined, both in the context of the pandemic world and the future that lies beyond it. Yet as important as that tech is, there’s another hotel app feature that may eventually become even more important. Contactless payments.    In April 2020, Mastercard released a stunning study based on online interviews of over 17,000 global consumers. They found over 88% of consumers had adopted some form of contactless payment technology—and 74% planned to continue using it post-pandemic. At the same time, mobile purchases went up in nearly every sector, and made up 73% of all e-commerce sales last year. And it’s not just the pandemic. People have also never been more worried about fraud and information security, and mobile payments are simply safer to use than cash or credit cards.    All of this to say...mobile purchases and contactless payments are already a force to be reckoned with and will only gain more traction as time goes on. They represent a new way of life that’s impacting every industry. So, what does that mean for hoteliers? If you’re not prepared to process mobile purchases and contactless payments, you’re missing out on huge revenue potential—something most properties and brands simply can’t afford to do in this rebuilding phase.    That being said, hotels are in a uniquely strong position to embrace mobile payment technology. First, other industries like restaurants and retail have already mastered mobile payments and offer a roadmap to success that hoteliers can follow. But most importantly, all mobile payments and orders should also be processed through the systems you already know and trust—meaning you shouldn’t need to retrain staff or reconcile financials from multiple systems.    That’s because what hoteliers need to harness the revenue-generating potential of mobile isn’t really a new payment technology. Sure, you may eventually want a few new credit card terminals, but for now, guest technology can do the heavy lifting. Guests are asking for a way to check-in and out, order food, and make purchases during their stay from their phone—and on that front, it’s an app provider’s responsibility to work with a property’s PMS and POS vendors to ensure they can facilitate mobile payments, not yours.    What hoteliers need to know about mobile payments can be boiled down to this: they will become one of the single most important mobile app features—if not the most important—within the next few years. And they should add convenience for tech-savvy guests and extra revenue for your property, not more complexity for you. If a vendor tries to tell you differently, that’s a red flag.  

5 Strategies to Improve Your Hotel’s Digital Registration Process

by
Evan Chen
2 months ago

Digital registration for hotels is a win all around. It makes your hotel safer by reducing contact. It’s more convenient for guests. And it helps your staff keep better records. Many hotels were already moving towards digital registration because of these advantages, but the Covid-19 era caused everyone to rush towards digital registration whether they were ready or not. Now that we’ve all more or less settled into digital registration, it’s time to turn our focus towards making it better. With that in mind, this article aims to show you five immediately applicable steps you can take to improve your hotel’s digital registration process.   1. Collect guest data from the outset With guests finding hotels and registering online, it’s easier than ever to plug them into your marketing channels. With their permission, you can easily collect guests’ email and social media accounts. This allows you to reach out to them to keep your brand in the front of their mind, and it also allows you to use their data to learn what it is that makes guests choose your hotel over others. But it all starts with using data intentionally.    2. Leveraging popular messaging channels to set expectations When guests digitally register, it allows you to easily open communication channels before they ever even arrive. A texting toolkit like Akia can integrate with your property management systems (PMS) to personalize information and even automate many of the common queries, only directing the conversation to staff when necessary. This frees up staff time and it significantly quickens response times for customers.   3. Go fully contactless by offering mobile key The last thing people want after a long day of traveling is to stand in a slow-moving line at a hotel lobby. Even without the need for social distancing these days, it is simply a more convenient guest experience to enter a hotel and go directly to your room and then directly into a cozy hotel bed. Digital key platforms like Flexipass easily integrate with your digital registration process in order to provide the absolute most convenient guest experience possible.   4. Audit cybersecurity and data storage There’s a lot on the upside of digital registration, but let’s not ignore the downside. Data is currency these days, and we make ourselves targets when collecting a lot of digital data. Improving security is your responsibility, and it is also in your best interests; we’ve all seen a brand dragged through the mud after a security breach. A good PMS will have high quality security systems built into it. As you further integrate digital registration, it’s time to make sure that you and your staff are informed of security best practices and keeping the PMS up to date.   5. Focus on usability and experience design Hotels use a variety of programs from other companies in our digital world. Many of these digital platforms allow you to customize them in order to present your consistent brand image across all of the platforms; the platforms likely will even help you do this. It’s a step you should absolutely take. Your brand is the reason guests choose you over all the other hotels they see listed nearby, so make sure they see it bright and clear. -- With the rush to implement a hotel digital registration process, hoteliers need to make sure they are also providing the best customer experience possible. You will see the most immediate benefit to your hotel’s digital registration process by improving the data use, communication, convenience, security, and presentation of your digital platforms.   

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Recent Self Service & Contactless Checkin News & Community Updates

InnQuest Software Launches QuickInn, a Mobile Check-in and Digital Key Solution for Hotels

Innquest
6 days ago

InnQuest Software is pleased to announce the launch of QuickInn, their new full featured hotel app, which provides contactless solutions for mobile check-in/check-out, keyless entry, guest messaging, mobile bookings and more.  QuickInn is customizable as a branded mobile app that allows hotels to deliver an enhanced guest experience, designed to increase brand loyalty and encourage return bookings. The app provides a more convenient way for guests to check themselves in and facilitates upselling opportunities throughout the guest’s stay.   “We are thrilled to bring QuickInn's mobile capabilities to our clients,” says Matt Mayberry, Head of Sales at InnQuest. “QuickInn will be a game changer for our independent hoteliers and allow them to modernize their guest experience with their very own, branded, guest facing mobile app.”   QuickInn is designed to improve guest communication, increasing RevPAR with upsells offered throughout the stay experience and improves efficiency, allowing hotels to focus on service. QuickInn also helps hotels offer a contactless guest experience with mobile check-in and check-out.  The app is connected to the roomMaster PMS system, which means real-time booking updates and sales are uploaded automatically to the property management system. Hotels can gain insight into guest behavior with analytics and find out exactly where revenue is coming from.  QuickInn is the latest in InnQuest’s suite of hotel management software that aims to give hoteliers the tools they need to offer guests an unforgettable experience and maximize potential revenue with each stay.  

Maestro PMS Debunks 8 Myths of Mobile Check-In to Help Independent Hoteliers Better Understand What This Technology Can and Cannot Do for Their Hotels

Maestro PMS
1 month ago

For many hoteliers, 2021 is likely to be a year of experimentation, both with new technology and existing tools that have gained new purpose. The abrupt end to the previous business cycle, brought on by the arrival of COVID-19, showed the industry guests are looking for increased flexibility with regards to the check-in process. Maestro, the preferred cloud and on-premises PMS solution for independent hotels, luxury resorts, conference centers, vacation rentals, and multi-property groups, is working diligently to educate independent hoteliers about the benefits of this in-demand mobile technology. “Traveler interest in mobile check-in was rising before the pandemic, but today it is almost a necessity to secure hotly contested bookings,” said Maestro President Warren Dehan. “Unfortunately, many hoteliers interested in offering the service are holding back due to common misperceptions about what this tool can and cannot do for their hotels. Here are eight myths our sales team routinely encounters and continually works to debunk when speaking to hoteliers about adding this in demand and contactless guest-service module to Maestro PMS.” Mobile Check-In Myth #1: Mobile check-in requires an intricate and existing technology infrastructure. When discussing alternative check-in technologies, you do not need to be a large, branded hotel to divert attention away from the front desk and speed up the check-in process. Any property, across every hotel segment and independent classification, can easily add mobile check-in if the technology is supported by the hotel’s property-management system provider either through a proprietary application or via a third-party integration to industry leading providers. Mobile Check-In Myth #2: To process mobile bookings and provide contactless check-in the hotel must have Bluetooth Low Energy electronic door locks, as the service requires guests to have access to a smartphone. While BLE door locks can provide a more expansive end-to-end check-in experience, there are many ways to provide mobile check-in without them. Mobile Check-In Myth #3: To facilitate mobile check-in, the hotel must offer a branded app. The most common way for hotels to manage mobile guest bookings is through a branded smartphone app, but solutions also exist for guests who do not want the hassle of downloading another app. Hotels without an app can push messages directly to travelers through the PMS, notifying them to stop by the front desk and collect a key on the way to their room. This way, even hotels that want their guests to be free from having to download an additional app, or those without a robust technology budget, can take advantage of mobile check-in. Mobile Check-In Myth #4: Mobile check-in should only be featured at hotels targeting younger guests, such as Millennials. Since the purpose of this technology is to provide guests with a greater level of choice so that they may travel on their own terms, mobile check-in is suited for all travelers, regardless of the types of hotels they prefer. Some hoteliers have been falsely led to believe this technology will only be used by younger generations of guests and therefore it not worth the investment. The reality is that today anyone with a mobile device could potentially be interested in mobile check-in. After all, even traditionally outgoing travelers may be faced with safety concerns or sometimes hit a wall after a long day on the road and would prefer to skip right to their room. Mobile Check-In Myth #5: Mobile check-in is cost prohibitive. Since its inception, mobile check-in has been viewed as a tool for hotels in large chains, backed by big brands, and able to weather the complexity of such a service. FALSE. The incremental costs associated with mobile check-in are miniscule considering the utility they provide, and if hotels choose not to invest in BLE door locks, installation costs are even lower. Advancements in the technology and its implementation are making mobile check-in cost effective for everyone, including operators of independent hotels, leveling the playing field with larger properties across the board. Mobile Check-In Myth #6: Guest engagement levels decrease with mobile check-in. It can be argued, to a certain degree, that there are some elements of guest interaction that will disappear as hotels implement mobile check-in. However, operators must also consider that there are many travelers who simply don’t want a self-service stay. With the right PMS provider, a la carte tools are providing the option of in-person guest service (or front desk attendant check-in) when it is wanted and self-service (mobile check-in) when it is not, meeting the needs of ALL guests.  Mobile Check-In Myth #7: Mobile check-in puts a wedge between high-touch service and guest interactions. Providing choice should be seen as a guest service improvement, not a hindrance. The essence of hospitality comes from finding common ground between hotels and guests, and this cannot be achieved if hotels are resistant to providing the experience guests’ desire. Instead, embracing the changing elements of the hotel experience can provide greater engagement than ever before by interacting with guests when they are at their most comfortable.  Mobile Check-In Myth #8: Hoteliers lose revenue opportunities when providing mobile check-in. Operators can embrace these tools to aid in upselling rooms, adding amenities to bookings, and more, or they can provide an expanded check-in experience for each guest, facilitated over mobile bookings. This technology has made such a great impact on the industry becauseit can be used by anyone with a mobile device, allowing operators to nimbly cater the check-in experience to each individual guest’s preference.

What Hoteliers Want from Their PMS in 2021; Top Features Requested by Hoteliers as They Prepare for Reopening

Maestro PMS
1 month ago

It is not surprising that 2021 brought with it a lot of hotel operational changes as management had ample time last year to evaluate which technology solutions were working and which were not. What many hotels are discovering — based on the increasing call volume to our North America sales team — is that their current property-management systems do not have the breadth of features or the contactless tools needed to support returning guests along their journeys. Certainly, they want to offer a contactless and touch-free guest experience complete with mobile check-in and express check-out, mobile room keys, digital registration cards, and a digital guest itinerary. And their wish lists do not stop there. In speaking with prospective customers from the independent hospitality group sector over the past several months, we are repeatedly hearing the same requests for more choice, more flexibility, more functionality, and much more customer service. One of the biggest problem’s that hotel and resort operators are facing is the inability to attract and retain staff. If you think this human resource issue cannot be addressed by the PMS, think again. Today’s hotel employees are wearing multiple hats. A person may be working the front desk on Monday, assisting in the restaurant on Tuesday, working the Pro Shop on Wednesday, the Spa on Thursday, etc. If a hotel has disparate systems across their outlets, that means team members must know how to operate multiple systems. That could be a nightmare, especially if the team member is a relatively new hire and is not familiar with hotel technology. Although staff may do their best to learn these different solutions, it’s likely not what they signed up for, and soon the employee may get frustrated and leave. So, in addition to the demand for contactless tools, hoteliers are saying they want the ability to run multiple outlets from a single solution with one database. They want front office, sales and catering, spa and activities, booking engine, mobile and contact free guest engagement, mobile and contact free operations, data mining analytics, membership, retail point of sale, condo and owner/vacation rental management, loyalty, work order management, gift card management, guest experience management/surveys, mobile housekeeping, customer-relationship management, guest communications, and two-way text messaging to operate on a single platform. Giving employees a single solution and a single login to learn and operate the technology, and the ability to cross book and view activity for all outlets, arms them with the ability to focus on their important tasks and not struggle with disparate systems and user interfaces. They will excel when they can use an integrated solution rather than rely on interfaces between systems with non-centralized guest profiles and stay data ultimately helping them do their jobs better, and with a lot less stress. It will enable them to hop from one department to the next if needed with ease. And, when the technology is quickly mastered, it will give employees pride in their work and a sense of accomplishment. In the end, having the tools to effectively do your job is satisfying and rewarding, and helps build better team players. Selecting the right PMS partner speaks directly to attracting and retaining hotel employees for the long term. Next, hoteliers are saying they want complete autonomy and power of choice in their PMS platform deployment if the options support mobile and contactless guest engagement from booking to in house to check out. While some operators opt for a cloud-based PMS today — one featuring browser access deployed in a multi-tenant environment — there are others that for many reasons would prefer choices in their deployment, yet still desire a web browser-based solution. Due to many factors, such as remote location with spotty internet, or simply wanting the data server under their own management, operators are asking for the best of all worlds, and want their modern browser solution with the choice to deploy self-hosted, private cloud, or on premise as well as cloud hosted. ALL have advantages dependent on the operations’ needs, and each can securely support personalized and mobile check-in, contact free technologies, and modern integrations. The key is finding a single PMS provider that offers flexible PMS deployment options. Whether the server is in the cloud, in a private cloud, a managed data center, or in the hotel’s IT room, if it has a connection to the Internet (generally firewall secured between an internal and external network) it can support a web browser-based PMS with touch free, contactless, mobile, and third-party technologies. They want an enterprise PMS platform that’s easy to use with built in tutorials and learning materials, as well as easy to access help and support by the supplier. They want the system to provide centralized controls and reporting while enabling each property to run at maximum efficiency. They want a centralized chain wide database facilitating easy cross selling of properties and amenities plus a single client profile for greater guest recognition and loyalty management. They want corporate collection and individual property performance metrics and guest behavior reporting from a single central data repository. And they want increased efficiencies and productivity with centralized, standardized operational procedures across all properties. Hoteliers are also indicating they want multi-property functionality. We are seeing hotel companies acquiring new properties regularly now and expanding their portfolios, sometimes with a very short acquisition window to get new systems in place. How easily a new property can deploy the PMS and onboard employees will be key to PMS selection. Operators are saying they prefer a reasonable serviced based upfront set-up fee, coupled with remote training for greater efficiencies and expeditious implementation. Regarding remote training, while nothing takes the place of in person training, in today’s new normal, the need for virtual technology training is critical to following social distancing guidelines and keeping employees safe — whether protecting hotel workers, trainers or guests. Hoteliers say they want PMS companies to offer eLearning, including easy-to-learn courses for each module. They want to give their staff the opportunity to study key system features, functions, and reports at their own pace and on their own time. In addition to traditional live phone support, the PMS provider should also offer live chat help, online user guides, tutorials, and direct email support. And operators want to have the ability to guide and track the lessons completed by each user. If the PMS provider offers free version upgrades — something many hoteliers say they never knew existed but also highly welcome in 2021 — all employees will also need continuing education on these new versions. Finding a PMS provider that offers on demand live training as part of their annual subscription and maintenance fees is critical, along with one-on-one refresher training, both being a top selection criterion for operators. Last, but certainly not least, hoteliers say they want 24/7/365 responsive, LIVE, and affordable customer support. Some hoteliers are telling us that because they have disparate systems in each department and paying for each vendors system separately, total support fees can be exorbitant. We are also fielding weekly calls from operators who are frustrated with their PMS provider because their service calls are not being answered or returned. People prefer working with a PMS company, and technology companies in general, that maintain a client first support culture at its core. They are responded to live via phone, or live chat, they have a voice in the roadmap of enhancements and innovations, they simply want their voice to be heard. The last thing anyone wants to feel today is isolated; the pandemic has caused enough social isolation damage for a lifetime. You can have the best product in the market, but without proper service to back it up, it is not a worthwhile investment. Enterprise hotel management software with integrated modules to support all departments operating on a single database does exist, and it comes with contactless and mobile apps to power profitability, drive direct bookings, centralize operations, and enable operators to engage guests with a safe and personalized experience. Those wanting flexible and scalable deployment options with a full-featured and sophisticated web browser solution available hosted in the cloud, on premise, self hosted, or in your own private cloud are not alone. In 2021, hoteliers can have it all. They just need to know where to look.

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Self-Service & Contactless Check-in Solutions Category Overview

What is contactless check-in?

Self Service and contactless hotel check-in solutions provide the ability to collect all necessary guest details automatically, with little to no contact from the reception desk. 

Prior to the coronavirus pandemic, hotels were already moving towards contactless experiences but the pandemic solidified this as a ubiquitous trend across geographies and market segments.  Mobile check-in details include passport scans, payment or deposit, E-signatures, arrival time, and more. 

This helps avoid unnecessary lines at reception providing an improved arrival experience and first impression. Using online check-in allows hoteliers and hotel staff to receive all the information ahead of time, re-establish relationships with guests (often reduced due to OTA’s), and offer additional services - it's the gateway to guest engagement and for digitizing the guest experience.

New technology has made digital check-in and touchless guest experiences possible for all hotels and not just the major brands.  Social distancing rules drove new demand for hotel tech like QR code ordering systems and digital registration cards.  The hotel industry has adapted by moving concierge into apps and messaging services - initiatives that brands like Hilton and Marriott have been pioneering for years but now the technology is cheap and easy enough for even small boutique hotels.

What are the key benefits of Contactless Check-in Software?

1. Reduce labor tasks: Automate manual tasks like identity verification and check-in to increase efficiency. These efficiencies reduce labor costs while helping your team provide better service

2. Generate incremental revenue: Having guests check-in online prior to arrival allows your hotel to offer additional services such as room upgrades, transportation and early check-in during the anticipation stage before their trip when they’re most likely to splurge. This is the perfect moment to introduce a passive offer that doesn’t feel transactional like it does when sold by most front desk agents.

3. Enhance the guest experience: By collecting all the details in advance, hotels eliminate the queues at the reception and provide an better arrival experience, even if the hotels wants to put an emphasis on personal relationship, the experience is far superior because reception has time to properly speak to guests COVID -19 related : reduce unnecessary crowding and physical contact.

 

What are the biggest trends in contactless check-in software for hotels?

1. Contactless guest journey: The ability for guests to do the check-in on their own mobile phone (not kiosk or tablet). This will become the main check-in method for hotels as the COVID-19 pandemic continues to fluctuate throughout the globe since a vaccine is unlikely to be widely distributed before the end of 2021.

2. Upselling and upgrading: Utilizing the online check-in in order to offer upsells and generate more revenue (both in-destination and -in house upsells). This will become the standard for most hotels, proving as an efficient revenue source. With challenged occupancy rates, it’s never been more important to optimize tRevPAR.

3. Software integrations: A lot of hotels are looking to go completely contactless and allow guests to open the room door automatically (using the guest app or check-in system). A lot more hotels will take advantage of this technology especially since web app solutions are becoming more common and cost-effective.

 

Critical integrations for a seamless check-in process

  • Property management system: A connection to the PMS allows the hotel to automate the online check-in and customize the check-in using dynamic fields from the PMS (name, booking source etc) sending each guest the proper check-in link to begin their stay.
  • Mobile key: If a hotel is interested in delivering a fully contactless guest experience - digitizing room keys is critical. Check-in can connect to digital key providers to open doors (vacation rentals use this already with access codes but the broader hospitality industry typically does not use code-based systems for security and logistics reasons).
  • Payment processor: In order to truly generate more revenue from the online check-in or even just collect payment or deposits from guests - the system must be able to connect to credit card payment processing - otherwise the conversion rate for upsells is lower.
  • Hotel guest mobile apps: Content is key to leaving a mark on guests and offering a good guests experience, thus connecting between the online check-in and guest app with content and the ability to contact hotel is crucial

 

How to measure the success of contactless check-in software

  • Guest interaction time: Automating the manual process allows hotels to work more efficiently and perform better with limited staff, spending an average of 17 less on managing each guest, since guests have access to all the information ahead of time
  • Revenue per guest: Revenue per guest should increase by $12 per guest as the conversion rate for upsells increases dramatically
  • Guest satisfaction: While online check-in improves communication and affects long term customer retention, instant results can be seen in guest satisfaction, increasing review rates, as well as direct bookings.

Implementing contactless check-in has never been easier

The process should be instant and quick, the integration process to the PMS should take no longer than 72 hours (it can also take a few min and this depends on the system in question) after which the hotel will be able to start setup process, activating what details they want to collect, adding their branding and more.

 

FAQ

What is contactless check in?

Contactless check-in allows a guest to check into a hotel without any physical contact with staff or items like pens, paper, or room keys. Many hotels that offer contactless check-in use digital tools like mobile room keys or an online registration system to eliminate the need for physical contact.

 

How are hotels doing contactless check ins?

Many hotels have eliminated paper registration forms and plastic room keys in favor of digital check-in solutions that don’t require any physical contact. At hotels with contactless check-in, guests can fill out an online registration form and enter their rooms via their smartphones using a secure mobile “key.”

 

What time is check in at most hotels?

The check-in time at most hotels is 3:00pm or 4:00pm, and the check-out time ranges between 11:00am and 12:00pm. Some hotels offer early check-in, allowing guests to pay an extra fee to check in a couple hours before the standard check-in time, if rooms are available.