Online Hotel Check-IN

What is mobile check-in at a hotel?

Hotel mobile check-in is a technology-driven process that allows guests to check into their hotel rooms using their mobile devices without waiting in line at the front desk. This innovative service usually takes place via the hotel's app or mobile website, where guests can confirm their arrival, select their rooms, and in some cases, even access their rooms using a digital key.

Online check-in has completely transformed the airline industry. Until now, the hospitality sector has been slow in this regard. One reason for this was the lack of a strong business need, and another was the project's complexity. However, as guest demand increases, more and more hotels are adopting this technology.

Every hotel is unique, and there are many PMS (Property Management System) providers in the market. This makes it quite difficult for hotel operators to start planning their digital transformation.

What is contactless check-in at a hotel?

Contactless check-in allows guests to check in and access their rooms without interacting with front office staff. Guests typically use a mobile app, self-service kiosk, or a digital key sent to their smartphone. This process reduces waiting times, enhances convenience, improves security, and provides a seamless and fluid arrival experience.

How was manual check-in performed before mobile check-in?

Before mobile and contactless check-in processes became widespread, guests had to complete the entire process at the reception desk. Staff manually verified ID and payment, recorded information, allocated rooms, and issued physical keys or key cards.

In hotels that have not transitioned to a mobile or contactless check-in system, the check-in process has remained the same for a very long time:

1. Hotel arrival
2. Wait in line
3. To pay
4. Fill out the registration card
5. Get the Key
6. Go to your room

During peak periods, this process can take 15-30 minutes. After a long journey, guests, no matter how friendly your front desk staff are, want to get to their rooms quickly; they don't want to wait in line.

In an ideal scenario, guests enter their information before arriving at the hotel to avoid this cumbersome experience. The hotel then provides them with all necessary details such as breakfast arrangements, security rules, and door access. This contactless approach has become the preferred option for modern travelers. For guests, it offers convenience, speed, security, and the freedom to check in according to their own schedule.

According to Oracle, 70% of hotels are currently using or planning to use contactless technology for check-in, food ordering, concierge services, and more.

For hotels, this is about saving costs while also increasing customer satisfaction. Manual check-in processes require a significant amount of staff time; especially during peak periods when queues form, requiring 5-10 minutes of waiting time for each guest.

Why should your hotel allow mobile check-in?

Mobile check-in has evolved from an optional feature to a must-have for modern hotels. The fact that 71% of guests are more likely to choose hotels offering contactless check-in demonstrates that this technology directly impacts reservation conversion and guest satisfaction.

Its benefits cover both guests and operations:

• Guests can reach their rooms faster by avoiding queues and checking in according to their own schedule.
• Staff redirects the time spent on repetitive check-in processes to high-value guest services and experience enhancement efforts.
• Hotels appeal to digitally-savvy travelers by showcasing a tech-forward positioning.
• 45% of hoteliers report working with less staff after implementing self-check-in technology.

The question is not whether to implement a mobile check-in application, but how quickly you can implement it without falling behind your competitors.

What are the steps to set up mobile check-in at a hotel?

Creating an effective hotel mobile check-in process can seem complex and overwhelming. However, with the right tools, technology, and processes, setting up this crucial aspect of your booking experience is quite simple.

As with any project, you need to define your goals for what a mobile check-in application should do for you. What do you want to achieve?

• Collect guest data to speed up check-in processes.
• We need to collect credit card information for payment.
• Ability to upgrade rooms or other services.
• Open doors or distribute key codes.

By examining each stage separately, and considering that each feature has its unique disadvantages and costs, we can begin to understand which solution is most suitable for your hotel.

PMS integration

For mobile check-in to work, guest data must be present in the PMS in a timely and accurate manner. This means the solution must be able to retrieve data from the PMS and, ideally, send data back.

Many PMS providers support connectivity with third-party systems. This is usually done via an API. The better and more open the API, the more solutions you can choose from.

Unfortunately, many PMS providers (especially on-premise ones) do not have suitable interfaces. This means that even if you want to implement mobile check-in, you won't be able to. A closed PMS can prevent you from modernizing your hotel.

Questions to ask when implementing PMS

• Does my PMS application have an open API?
• Can check-in service providers send data back to my PMS system?
• Is API usage charged?
• Can all suppliers be integrated?

Check-in form

Hotels have different needs when collecting data from guests. These may include:

• Reservation accuracy verification
• For Analytical Purposes
• The government requires this
• Marketing purposes
• Upsell

As a hotelier, you will want to convert the existing paper form into a digital one. This means that the check-in form editor must be highly customizable, allowing you to create any field you desire on your check-in form.

Otherwise, you won't be able to completely change existing processes without making compromises or acting contrary to government regulations. Look for suppliers whose customization options won't limit what you can achieve.

Key questions to consider when adding a registration form

• Can I customize all fields?
• Will the design be compatible with my brand?
• Can I add a registration option for marketing purposes?
• Can guests digitally sign their check-in procedures?
• Can guests send scanned copies of their passports/IDs?
• Are accompanying guests also allowed to complete their check-in procedures?

Payment

Guest reservations can be pre-paid, but in most cases, they are partially paid, or the guest needs to make the full payment on-site.

Even if the full payment has been made, if the guest orders a service or accidentally damages something, you may still want to obtain the guest's credit card information. This means that in many cases, obtaining guest credit card information is essential.

However, the term "credit card payment" can have different meanings:

• Requesting card details using a form
• Verification of credit card validity
• Pre-authorizing funds
• To make the actual payment

Try to decide what you want to achieve before approaching different vendors, because when you accept a payment, you also pay commission to payment gateways and, in most cases, to the check-in provider.

Questions to consider

• Will the mobile check-in feature only be available for paying customers?
• Do my guests need to pay?
• How much is the payment gateway commission?
• Does the company performing the check-in process take a commission?

Door Access

The biggest challenge for all mobile check-in providers is how guests open the door. Many hotels around the world use door systems that very few platforms can integrate with. Many properties still use physical keys, which adds another challenge to digital check-in. As a result, digital solutions often struggle to make the process fully contactless.

Ideally, door locks should also be modernized, but there are also ways to digitalize without expensive upgrades.

Many properties start access system modernization with a single floor or room category. This means that all guests using online check-in will always be directed to that floor or room. Then, they gradually proceed to modernize the entire property.

Additionally, by combining many options, for example, you can have a key card with a PIN code.

Key Cards

It is the most commonly used solution in hotels. The problem with these solutions is that they offer only limited connectivity options with external systems and are expensive.

The very popular ASSA Vingcard also offers its own application for door entries. If you prefer this option, you either physically distribute keys at the front desk or need to install a card-dispensing kiosk.

Bluetooth module

Another solution is to install a Bluetooth-enabled module on existing locks, thereby operating the existing card-based system in parallel.

This means you can provide the convenience of contactless door opening without costly upgrades like changing locks or even doors, and preserve your existing key card system. Doors can then be opened via an app on the guest's phone or through a central web application capable of opening doors.

PIN lock

This feature is widely used, especially in the hostel and vacation rental sectors. Thanks to the PIN option, guests can enter the room even if their phone battery is dead or they have lost their key cards.

These PIN codes are managed via WiFi and work in the same way as a key card. A PIN code is assigned to a door to be valid for life. This means that previous guests cannot enter the room after their departure dates. Additionally, you can assign a master code for hotel staff.

Physical keys

Many small businesses still use physical keys, and there's no real business benefit to changing them. You can use code-accessed storage boxes to store keys; not an ideal solution, but a good interim step.

If your property is small, you can place keys in an envelope or a PIN-coded safe and send instructions via email.

Our previous direct booking option was very confusing and not user-friendly. The booking engine is much better integrated into the website and makes it easier for guests to book. So far, we have increased our direct bookings by 15%. A hotelier from the industry

What are the advantages and disadvantages of contactless check-in?

Contactless check-in offers numerous advantages for both guests and hotels, such as speed, convenience, and control. However, there are also potential disadvantages and issues, such as internet dependency and a lack of upsell opportunities, which a hotel should be aware of before transitioning to such a system.

Advantages of contactless check-in

• Convenience and speed: Guests will no longer need to wait in line; they will be able to complete check-in procedures pre-arrival from their smartphones or via kiosks upon arrival.
• Efficiency: Front office staff, freed from the time-consuming and low-value task of guest check-in procedures, can focus on higher-value tasks such as improving the guest experience.
• 24/7 access: Contactless technology offers hotels the opportunity to accommodate more guests, especially those arriving late or early, by allowing them to check in at any time of day or night.
• Automate guest data: Guests reduce manual entry errors, ensure data accuracy, and streamline the check-in process by entering their own information.

Disadvantages of contactless check-in

• Cybersecurity risk: Online check-in processes naturally carry a type of cybersecurity risk, but choosing a highly secure system can mitigate these risks.
• Wi-Fi or technology reliability: What happens when the electricity or Wi-Fi connection is lost? You need backup systems to kick in when technology issues arise.
• Less personalized upsell: While digital check-in processes may include automated upsell suggestions for room upgrades or services, they lack the personal touch and context-driven recommendations provided by experienced front office staff.
• Limited for guests unfamiliar with technology: Elderly travelers or those unfamiliar with technology may find the process confusing, which could require staff support; this could partially offset efficiency gains.

What are good mobile hotel check-in/check-out solutions?

There are many mobile check-in solutions on the market, each with different features, capabilities, and disadvantages. Below, we will examine three main types to help you determine which one is best suited for your business.

Web-based solutions

These solutions do not require users to download anything. Guests simply click a link in an email, and the check-in process begins. Web-based solutions can be easily implemented with low initial costs, both in terms of time and money. While many PMS providers offer this functionality, specialized third-party providers are also available.

Advantages:

• Requires minimal installation; no extensive training or system overhaul is needed.
• Intuitive for guests, it works directly via web browsers.
• Universal compatibility across devices and operating systems.
• A cost-effective solution for hotels to modernize their guest experience.

Things to consider:

• Typically, it cannot support keyless room entry without additional integrations, which is an increasingly expected feature.
• Requesting guests' email addresses may limit adoption among privacy-conscious travelers.
• Alternative check-in methods can be offered by using it with lobby kiosks.

Check-in kiosks

Many hotels prefer kiosks because guests are familiar with them from airport experiences and they are visibly located in the lobby. These self-service stations generally work well once guests are guided.

Advantages:

• Efficiently distribute physical key cards.
• Accessible for guests without an email address or who prefer not to use digital solutions.
• Enhance security by verifying that guests are physically present at the property.
• Offer a tangible check-in/check-out alternative.

Things to consider:

• Single kiosks offer limited convenience advantages compared to traditional check-in methods, especially when queues form during peak periods.
• High initial investment in hardware and software.
• Ongoing maintenance costs exceed the costs of simpler digital solutions.
• Guests still go to the lobby; this adds another touchpoint that those who prefer contactless travel might want to avoid.
• Primarily benefits hotel businesses, not guest convenience.

Mobile App-Based Solutions

Hotel mobile check-in applications offer dynamic, interactive guest experiences with visual interfaces and offline functionality, ensuring operation even in areas with weak connectivity. These applications significantly add convenience and modernity to guests' stays by enabling keyless entry, which allows them to open room doors with their phones.

Challenges:

• A significant adoption barrier: Guests need to download and install software, and according to JD Power research, 38% of guests never use this software during their stay.
• Phone compatibility issues may arise with old or incompatible devices.
• Compared to web-based alternatives, it requires a more complex setup for both hotels (application) and guests (usage).

This obstacle does not rule out apps as an option. Large hotel chains with established loyalty programs may find dedicated apps useful for attracting returning guests.

Ultimately, solution selection depends on many factors beyond features and pricing. Your PMS's API capabilities and door lock technology often determine which options are suitable for your property.