Guest arrival is one of the most important and memorable parts of the guest journey, setting the stage for a seamless and enjoyable stay. Effective access management is crucial to ensuring a smooth check-in experience. Over the years, hotels have shifted from mechanical keys to plastic key cards and, more recently, to digital solutions like check-in kiosks and mobile keys. Lets explore various methods, analyzing their pros and cons, ideal guest segments, and operational impact.
Traditional Check-In with Mechanical or Key Card Locks
In this setup, guests check in at the reception and receive either a mechanical key or a plastic key card for room access.
Pros | Cons |
|---|---|
● Maximizes guest interaction when there are no queues or time constraints for receptionists. | ● Most labor-intensive for receptionists, involving manual data entry, payment collection, and key card preparation. |
● Familiar and easy to use, particularly for older or less tech-savvy guests. | ● Prone to issues like lost keys or demagnetized key cards. |
● Requires minimal technological infrastructure, though hotels need to invest in key cards, card encoders, and paper folders for each guest. | ● Can lead to long check-in/out times, especially during peak hours and group arrivals, leading to guest frustration. |
Traditional desk check-in is the best fit for guests who prefer human interaction, such as Baby Boomers or first-time travelers.
Online Check-In with Mobile Key Access
With online check-in, guests receive a link to complete the registration process before arriving. Once checked in, they receive a digital key on their phone.
There are several types of digital keys on the market, utilizing either Bluetooth (BLE), Near Field Communication (NFC) or Internet of Things (IoT) to communicate with smart door locks. Read more about Digital Keys here.
Pros | Cons |
|---|---|
● Convenience: Guests can bypass reception and go directly to their rooms. | ● Less tech-savvy guests may struggle with the process. |
● Mobile keys are encrypted, stored securely on guests’ devices, and protected by PIN or Face ID authentication. | ● Some solutions require replacing existing locks, which can be a significant investment. |
● Reduces front desk workload, allowing staff to focus on personalized service. | |
● Trackability: All door openings are logged, providing real-time monitoring for security. |
Mobile Keys are the best fit for frequent travelers and business guests who seek seamless, fast experiences and value skipping queues. Tight schedules make express check-in and instant access crucial. Tech-savvy Millennials and Gen Z also prefer self-service options.
Manual PIN Codes
Common in rental apartments and Airbnb accommodations, PIN code access is widely used.
Pros | Cons |
|---|---|
● If the PIN code is short, it’s easy to remember. Great for long stays. | ● Raises security concerns since entrance codes are rarely changed, allowing previous guests potential access even after checkout. |
● Once noted down, guests do not need to carry a card or have internet access to open the door. |
Traditional Self-Service Kiosks
These kiosks allow guests to check in independently using a touchscreen. The kiosk dispenses a physical key card after payment.
Pros | Cons |
|---|---|
● Reduces wait times at reception. Operates 24/7 | ● Only one guest can use a kiosk at a time, potentially causing bottlenecks during peak periods. |
● Usually paired with a key card dispenser so guests can easily gey their room key once checked in. | ● Quite pricy hardware and requires ongoing maintenance and software updates. |
Traditional kiosks suit independent travelers who prefer self service but still need a physical key.
QR Code Check-In Kiosks
QR kiosks allow guests to scan a displayed code with their phone, connecting them to a mobile check-in platform where they can complete the process. View the comparison between QR Kiosk vs. Traditional Check-In Kiosks here.
Pros | Cons |
|---|---|
● Supports multiple guests checking in simultaneously, reducing lobby congestion. | ● Less intuitive for guests unfamiliar with mobile technology. |
● Cost-effective, as it minimizes hardware needs. | |
● Promotes contactless check-in, appealing to health-conscious guests. |
QR kiosks are suitable for tech-savvy travelers, Millennials, and Gen Z guests who value self-service options and want to use their devices to manage their stay.
Questions to Ask Before Choosing A Key Solutions For Your Hotel
When deciding to implement or upgrade guest access systems, hotels should consider the following:
Who are your guests, and what do they prefer? If your clientele consists mainly of business travelers or Millennials, mobile or QR-based solutions may be essential. Older generations and leisure travelers may still prefer traditional check-in, so offering a hybrid approach can ensure guest satisfaction.
Does your hotel experience peak check-in/out times? Hotels near conference centers, airports, or event venues often deal with large numbers of guests arriving at once. Implementing self-check-in options with mobile keys or adding a QR kiosk can help reduce lobby congestion.
What is your budget for upgrading hardware? While some mobile key solutions require new NFC-compatible locks, others, like HotelBuddy’s IoT modules, offer subscription-based models that allow upgrades without upfront investments.
Is your PMS compatible with mobile key solutions? Ensure that your chosen key solution integrates seamlessly with your property management system (PMS) and other hotel software to allow real-time updates and smooth guest experiences.
How important is security and data tracking for your property? Digital keys provide enhanced security through encryption and trackable logs. If security is a priority, consider whether real-time monitoring and remote access control would benefit your operations.
Conclusion: Tailoring Check-in Options for Every Guest
With a variety of check-in and room access solutions available, hotels can cater to the diverse preferences of their guests. Frequent travellers and business guests prioritize speed and convenience, while others may appreciate a longer chat at the reception desk. Offering a combination of options—such as mobile keys, QR kiosks, and traditional check-in—allows hotels to meet expectations across all demographics, boosting guest satisfaction and operational efficiency.
Combining these solutions also adds flexibility. If there is no queue, guests may prefer to check in at the desk, but even a short line can lead to a 20-minute wait—something that could be avoided with kiosk check-in. Providing multiple options ensures that all guests have a seamless and efficient experience.
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