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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 Contactless Check-in Solutions software overview

10 Best Contactless Check-in Solutions

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2021 Best Hotel Software
Hoteliers voted EasyWay as the #1 Contactless Check-in 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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EasyWay’s advanced solution allows you to personalize your service for each guest (including secondary, tertiary guests etc.), leading to the best conversion rates in the market...

Geography: Regional
Geography: Global Verified Customer Support: Yes No
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2021 Best Hotel Software
Hoteliers voted EasyWay as the #1 Contactless Check-in provider in the 2021 HotelTechAwards
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2021 Finalist HotelTechAwards
Hoteliers voted Canary Technologies as the #3 Contactless Check-in provider in the 2021 HotelTechAwards
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Canary Contactless Check-In

HotelTech Logo score
HT SCORE
96 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 #3 Contactless Check-in provider in the 2021 HotelTechAwards
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2021 Finalist HotelTechAwards
Hoteliers voted Mews as the #3 Contactless Check-in provider in the 2021 HotelTechAwards
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Mews Kiosk

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HT SCORE
95 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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2021 Finalist HotelTechAwards
Hoteliers voted Mews as the #3 Contactless Check-in provider in the 2021 HotelTechAwards
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2021 Finalist HotelTechAwards
Hoteliers voted CODE2ORDER as the #3 Contactless Check-in provider in the 2021 HotelTechAwards
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CODE2ORDER

HotelTech Logo score
HT SCORE
95 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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CODE2ORDER offers solutions for an entire digital guest journey. Online self check-in & -out Online registration form Self check-in kiosk license Mobile key / door opening via w...

Geography: Regional
Geography: Global Verified Customer Support: Yes No
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Hoteliers voted CODE2ORDER as the #3 Contactless Check-in provider in the 2021 HotelTechAwards
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2021 Finalist HotelTechAwards
Hoteliers voted Duve as the #3 Contactless Check-in provider in the 2021 HotelTechAwards
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Duve - Online Check-in

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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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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2021 Finalist HotelTechAwards
Hoteliers voted Duve as the #3 Contactless Check-in provider in the 2021 HotelTechAwards
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2021 Finalist HotelTechAwards
Hoteliers voted MyStay as the #3 Contactless Check-in provider in the 2021 HotelTechAwards
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MyStay Check in

HotelTech Logo score
HT SCORE
90 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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2021 Finalist HotelTechAwards
Hoteliers voted MyStay as the #3 Contactless Check-in provider in the 2021 HotelTechAwards
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Hoteliers voted Akia as the #3 Contactless Check-in provider in the 2021 HotelTechAwards
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Akia Contactless 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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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 #3 Contactless Check-in provider in the 2021 HotelTechAwards
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2021 Finalist HotelTechAwards
Hoteliers voted StayNTouch as the #3 Contactless Check-in provider in the 2021 HotelTechAwards
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Zest Station by Stayntouch

HotelTech Logo score
HT SCORE
83 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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2021 Finalist HotelTechAwards
Hoteliers voted StayNTouch as the #3 Contactless Check-in provider in the 2021 HotelTechAwards
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2021 Finalist HotelTechAwards
Hoteliers voted INTELITY as the #3 Contactless Check-in provider in the 2021 HotelTechAwards
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INTELITY Mobile Check-in

HotelTech Logo score
HT SCORE
78 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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Offer your guests the convenience of checking in wherever they are through their mobile devices with our customizable mobile app. With mobile check-in, guests can skip the front d...

Geography: Regional
Geography: Global Verified Customer Support: Yes No
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2021 Finalist HotelTechAwards
Hoteliers voted INTELITY as the #3 Contactless Check-in provider in the 2021 HotelTechAwards
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2021 Finalist HotelTechAwards
Hoteliers voted Experience Hotel as the #3 Contactless Check-in provider in the 2021 HotelTechAwards
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Experience - Online Checkin and Pre-Checkin

HotelTech Logo score
HT SCORE
75 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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2021 Finalist HotelTechAwards
Hoteliers voted Experience Hotel as the #3 Contactless Check-in provider in the 2021 HotelTechAwards
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Recent Contactless Check-in Articles

4 Hotel Tech Tools for the Post-Pandemic Travel Surge

by
Sandra Holland
3 months ago

It’s no secret that the travel industry was one of the most prominent industries affected by the COVID-19 pandemic. In fact, the U.S Association of Travel reported that the United States lost around $500 billion in travel spend, and the United Nations World Tourism Organization reported international tourism plummeting between 20%-30% in 2020. But it’s not only airlines within the industry who suffered.  Hoteliers too, have felt the devastating effects on their bottom line. With more than one third of hotels claiming bankruptcy in 2020 and 77% laying off critical workers, McKinsey and Company declared hotels “among the hardest hit” during the pandemic.  2020 was undeniably a tumultuous time for hoteliers, however, with vaccines rolling out and safety measures improving around the globe, the future for hospitality looks more bright than bleak. In fact, it was predicted by Statista that “as a result of increasingly affordable flight rates and cheaper oil prices, passenger and cargo air traffic are estimated to grow substantially through 2039.” What’s more, McKinsey and Company predicted revenue per available hotel room (RevPAR) returning to very near pre-crisis levels in 2022. With a more than devastating past few years, the coming months will remain pivotal time for hotels to harness in order to prepare for a surge in travel and return to a thriving business. In that case and in order to prepare you for an influx of guests with new preferences, we’re sharing our top tools to consider, in a post-Covid world, so you can maintain efficiency and build customer satisfaction.   4 Tools to Consider For The Post-Pandemic Era Over the course of 2020, the number of customers opting for technology to combat face to face communication, increased radically. Social media grew as a customer service channel, check-in and check-outs became streamlined through online portals and QR codes created a safe and effective way for customers to place orders.  During the pandemic, technology wasn’t a nice to have, but rather a necessity in order to communicate and win customers. McKinsey even reported that the “responses to COVID-19 sped the adoption of digital technologies by several years—and that many of these changes could be here for the long haul.” In addition, according to Gursoy’s, COVID-19 Study 2 Report: Restaurant and Hotel Industry, the majority of hotel customers (70.42%) believe that the use of various technologies in service delivery is necessary in the COVID-19 environment in order to minimize human-to-human contact. Some examples include; service robots, digital menus that can be viewed on personal mobile devices via QR codes, contactless digital payments, keyless entry, touchless elevators, etc. For hotels, the next year will be a critical time to set a foundation of service and enhanced experience in order to win loyalty. In this next section, to support your hotel endeavours with the influx of customers, we’ll take a look at technology-based tools to help meet customer needs and streamline operations for maximum efficiency. Safety Satisfaction Measurement According to McKinsey and Company, when asked “what it would take to get [travelers] to travel again, most stated additional health and safety measures.” Post-pandemic, an integral part of improving satisfaction and maintaining hotel operations, will be the need for improved safety measures. This means, following regulations, taking extra precaution and then measuring guest satisfaction to see how you’ve performed. Measurement will be a key factor here, as you can understand critical touch points like room cleanliness, satisfaction with contactless check-in, ease of check-in with rapid tests, room service and more, to continuously improve the experience. Self-Service Options Even before the pandemic, people around the world were shifting towards a more digital approach to business interaction. The pandemic, in this instance, simply accelerated that pace, pressuring businesses to consider innovative ways to incorporate technology. For hotels, self service options will be paramount in a thriving customer experience. Whether it be in the form of a chatbot on your website answering frequently asked questions, a portal on your website for check in and check out, or an OnDemand ordering system for room service. By having self-service options in place, you reduce employee error and meet customers where they are for a streamlined journey.  Consolidated Messaging  As a result of shifting to digital capabilities, McKinsey also noted the acceleration of digitized customer interactions. A whopping 3 years ahead of its time, customers have quickly adopted contactless communication channels like guest messaging via text, Facebook Messenger, email, WhatsApp and more, in order to adhere to new regulations and increase the feeling of safety.  With these new preferences, a digital inbox, or messaging platform with a centralized inbox will become imperative to meet the influx of digital channels. It’s important to note that we are specifically referring to an inbox that can retrieve a number of different channel types in one consolidated inbox. This will make responding easy and efficient for employees, as toggling through different tabs or windows will become daunting in an era where customers are regularly channel hopping.  Task and Ticketing Software In addition to customer facing technology, back of house, or operational software will also become an essential tool to ensure all functions are running smoothly and managers are able to keep the experience thriving. For many hotels, ticketing software may already be in place, however for the post-pandemic era, an intuitive software will be essential. Not only does an intuitive ticketing platform provide housekeeping, reception, restaurant staff and more, accountable through real-time tags and mentions, but it also ensures everyone has visibility into tasks to identify time-saving opportunities. In addition, it adheres to contactless preferences. Employees can communicate via staff collaboration software without ever having to meet - lessening the number of interactions and bolstering employee confidence.    Final Thoughts Almost everyone, in some capacity, has been affected by the COVID-19 virus. It was unprecedented and many suffered. Although adopting technologies and being hyper aware of the current situation is key, it’s also very important to be cognisant of guest feelings and unease. For the post-pandemic era, flexibility and understanding should be paramount in the new travel experience. This means taking a new stance on cancellation policies, allowing flexibility with trip modifications, actively listening to your customers, acknowledging frustrations and making a point to do better. Working hand in hand with your biggest advocates, your team, and new guests, you can strengthen your operations and propel your hotel to deliver a memorable post-pandemic guest experience.

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

by
Sandra Holland
6 months 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
6 months 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.  

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Recent Contactless Check-in News & Community Updates

Mountaineer Casino, Racetrack & Resort Selects INTELITY for Full Mobile Hospitality Platform

INTELITY
3 weeks ago

INTELITY®, the developer of hospitality’s most comprehensive guest experience and staff management platform, announced today a new deal with Mountaineer Casino, Racetrack & Resort (“Mountaineer”) in Cumberland, West Virginia. The celebrated property will implement a branded mobile app created by INTELITY, including mobile check-in, mobile key, and guest-staff messaging to provide a full digital guest experience to modern travelers.  Nestled in the scenic hills of northern West Virginia, Mountaineer is the area’s only full-service resort and casino featuring world-class thoroughbred racing. Its 357-room Grande Hotel and Lodge offer guests a full slate of luxury amenities and entertainment options, including dining venues, a luxury spa, and a golf course, in addition to its established casino. “At Mountaineer, our top priority is to deliver an exceptional standard of service and ensure guests have access to everything the resort has to offer,” said Jason Pugh, General Manager at Mountaineer Casino, Racetrack & Resort. “By offering mobile capabilities, we’ll ensure our valued guests receive the modern experience they expect today.” The INTELITY platform’s mobile app is set to deliver an exceptional level of convenience for visitors at Mountaineer. Using the app, guests will be able to access hotel and casino information, order in-room dining from the casino’s various restaurants, make spa and restaurant reservations, and contact staff with special requests. They’ll also be able to use the app to check in when they arrive, use their smartphone as a room key throughout their stay, and perform a full check out on their phone once they’re ready to depart. The INTELITY platform is also supported by a full back-of-house ticketing and workflow automation system, GEMS, which will support staff interactions with guests as well as help streamline daily operations. The property, which first opened in 1951 and is on the National Register of Historic Places, is notable for being the first racetrack in the United States to offer slot machines and become a “racino.” Surrounded by lush forests and on the banks of the Ohio River, the resort feels like a luxurious secluded getaway. Additionally, Mountaineer is the host of the annual West Virginia Derby. “It’s no wonder Mountaineer Casino, Racetrack & Resort is a premier destination and top-rated property,” said Ben Keller, INTELITY SVP of Sales. “This is an exceptional resort that truly understands what’s next for the hospitality industry and is taking an innovative step forward, enhancing every part of both the guest and staff experience to ensure the highest levels of satisfaction.”     

Dusit Thani Laguna Launches GTRIIP’s Contactless Hotel Check-in Solution Amidst Global Covid-19 Endemic to Ensure Customer Safety, Convenience and Digitisation

GTRIIP
2 months ago

Today, the luxury resort Dusit Thani Laguna Singapore officially launches an innovative solution that provides guests with contactless access into the property, using only their own smartphones. This is done in partnership with GTRIIP, a digital identity software provider and a global category leader in hotel check-ins with a selfie. As Covid-19 has swiftly accelerated the digital age, and as Singapore begins to open up its borders in the coming months, there is now greater importance placed on businesses and individuals to leverage technology in the fight against the virus. By moving the hassle of checking in online, digital solutions and partnerships like this are helping to make travel quick, convenient and safe by reducing unnecessary physical contact between travellers in accordance with local regulations, to prevent the spread of Covid-19 in communities.   A New Digital Normal - Assisting the Industry’s Post-Pandemic Recovery The implementation of a contactless check-in solution is gaining traction in the hospitality industry, with both hoteliers and guests standing to benefit from this initiative. GTRIIP’s digital identity software will now welcome all guests of Dusit Thani Laguna to an uplifted experience backed by technology – a completely web-based check-in and check-out, and the availability of a selection of service requests and facility bookings, all through their mobile phones. The solution allows guests to check in to the hotel with their smartphone selfie, which integrates necessary information to Singapore Tourism Board’s E-visitor Authentication Service (EVA). For hoteliers, the technology promises greater efficiency at the front desk by eliminating the need for paperwork, and enhances security with GTRIIP’s hotel biometric check-in software. Being a software-as-a-service product where no new hardware is required, it is also inherently more scalable and sustainable for properties to enjoy the full benefits of the solution without incurring extra capital expenditure. This shift of physical human interaction to a digital one, is set to redefine the next generation of service – allowing simplicity, convenience, and distance.     Beyond providing a safe environment to facilitate an industry that is poised to make its recovery from the pandemic, the technology offered in the partnership is likely to set precedence for a new digitised hospitality industry. “The Singapore government has been a strong advocate of digital transformation and is also what we believe will resonate well with travellers in this digital savvy era. We are committed to delivering Thai inspired personalized experiences to our guests and working with forward-looking partners like GTRIIP allows us to implement an innovative technology where we can provide our guests and team members a safe and conducive environment to stay, work and play,” said Mr Eric Piatti, General Manager, Dusit Thani Laguna Singapore. “It’s been an honour to partner Dusit Thani Laguna Singapore in their mission to provide a contactless and safe environment for guests and staff during the pandemic. We are deeply committed to deliver solutions that will not only improve productivity but are also innovative. We certainly look forward to supporting the hotel’s continued success and finding new ways to facilitate the recovery of the travel and hospitality industry in Singapore and the region,” said Mr Vetri Mayandi, Chief Commercial Officer, GTRIIP Pte Ltd. Dusit Thani Laguna Singapore is a part of the Dusit International which is a group headquartered in Bangkok, Thailand. To date, the group is operating in 12 countries, managing more than 36 hotels and resorts globally.   About Dusit Thani Laguna Singapore Dusit Thani Laguna Singapore is located within the grounds of the acclaimed Laguna National Golf & Resort Club, comprising 198 tastefully-decorated rooms and suites showcasing the best of contemporary Asian design. The resort is equipped with facilities for both business and leisure with a wealth of experiences for guests to enjoy, including a variety of renowned restaurants, bars and lounges, along with privileged access to the driving range and Laguna National’s championship Classic and Masters golf courses.

RMS Integrates with OpenKey to Further Enhance Contactless Check-ins

RMS
4 months ago

RMS has integrated up with OpenKey, the leading provider of digital key solutions, to enable their clients to implement a fully contactless check-in strategy. In conjunction with the guest portal, clients will now have the ability to add automated mobile keys to their digital check-in process when they connect to OpenKey through RMS' module market."We’re dedicated to streamlining the check-in process to provide a more pleasant and efficient experience for hotel guests,” says Peter Ferris, Chief Sales and Marketing Officer at RMS. “We're excited to partner with OpenKey toward that end."With the OpenKey and RMS integration, properties simply need to locate the guest’s mobile number under their reservation and they can then send an encrypted digital key to their smartphone."At OpenKey, our goal is to help hotels deliver a seamless guest experience while unburdening hotel staff via state-of-the-art technology," says Jacob Liggett, Vice President of Sales and Marketing at OpenKey. "We are thrilled to integrate with a leading reservation and property management technology company like RMS to bring elevated convenience to guests and hotel staff alike."As well as providing a contactless guest experience, this process also creates a faster, more efficient check-in, eliminating wait times and creating a smooth guest transition as they can instantly head to their room on arrival. On top of that, RMS and OpenKey work in tandem within the PMS system, meaning there is no need to switch between platforms, making it a smarter workflow for staff.

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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.

4. Check-in kiosks: Travelers use mobile devices to scan boarding passes at airport self-service kiosks and increasingly expect this seamless experience at hotels.  Touchscreens, electronic tickets (e-ticket), and barcodes have advanced the check-in counter experience.  APIs connect kiosks in real-time to property management systems delivering automation to the classic check-in experience.

 

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.

 

FAQs

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. 

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