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Technology has become extremely important within the hospitality industry. It helps hosts to innovate processes and upgrade customer experiences. Online Check-in allows travelers to confirm their personal details and reduce wait time at queue lines. While online check-in is are offered by almost every airline, they are not offered frequently enough in the hospitality industry.

What is online check-in hospitality?

While the online check-in process varies from one hotel/property to the other, guests usually have the option to fill in contact details, check their reservation details, provide a signature for hotel policies and scan the passport or other required documents. Guests might also have the option to pay for luggage storage, early check-in or late check-out, as well as purchase activities such as tours, meals or spa appointments.

What are the benefits of allowing online check-in in your vacation rental/hotel or hostel?

There are many advantages to introducing online check-in to your property, benefiting both guest and host. These advantages include a potential boost in revenue thanks to the ability to integrating upsells throughout the online check-in process. In order to fully understand the way that online check-in transforms guest experience, it is helpful to put yourself in your guests’ shoes. Study shows that first impression is one of the most important factors in determining the guest satisfaction, and the check-in process a big part of the first impression.

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Travelers arrive to check in after a long commute, often after standing in line at the airport or waiting for their luggage upon arrival. They are anxious to start their vacation and wary of bureaucracy. After arriving at the accommodation of their choice, the last thing they feel like doing is waiting in line, handing over their passport and sign more documents. The online check-in process reduces waiting time at the reception since most of the paperwork has been automated. It also eliminates uncertainty as the guest has already confirmed the reservation details.

Once the paperwork has been digitalized, the guests’ arrival is much more enjoyable. This doesn’t necessarily mean avoiding reception altogether, but rather changing the interaction with the guests.

Instead of staring into a tablet or a computer screen, the reception desk now has the time to greet the guests, answer questions and add a personal touch, helping travelers avoid the confusion often experienced as they walk into a busy lobby or vacation rental feeling lost.

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About the author

Hi, I'm Tal Lavi, a hospitality enthusiast dedicated to transforming your guest experience to an unforgettable one. With a passion for crafting engaging narratives and deep insights into guest behavior, let me take you on a journey to the future of guest experience.

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