Giving guests the option to check in at a hotel without stopping by the front desk is a concept that is just now being realized on a large scale. In a new release, Caesars Entertainment said it is now offering self-check-in kiosks at its Las Vegas resorts, allowing guests to check-in online and pick up their key at a station in the hotel lobby rather than waiting in line.
The process emulates an airport lobby more than a hotel, an aspect of the technology that some hotels are cautious of. By bypassing the front desk, guests may have a faster check-in process, but they could miss out on interacting with the front desk, which is traditionally a staple of hospitality. However, the new kiosks serve to aid travelers who would prefer a keyless entry as already offered at other properties, such as the Caesars-owned Cromwell in Las Vegas.
The industry has known for some time that waiting at check-in is a bad first impression, and are always divining new ways to alter the front desk to alleviate check-in concerns. There are other tertiary benefits to hotels adopting a keyless approach, such as creating new avenues to push brand apps and inventing new guest touchpoints.
Furthermore, guests want keyless options. Guests can already contact the front desk using mobile devices through apps and texts, by now they also want to use their devices for room entry. The industry's successful adoption of keyless technology ahead of the residential market is also a major victory for an industry that is too often stuck playing catch up. A report from The New York Times found that New York City is just now latching onto keyless entry concepts for apartments, following the precedent set by hospitality.