Guest check-in – in person or remote?

In an age of widespread digitalization, handling matters remotely and booking places online are becoming increasingly popular. The same goes for tourism in the broad sense, where the number of accommodations offering remote check-in grows month by month. Self check-in is a solution valued for its many advantages. Yet there are still fans of traditional check-in, assisted by the host. What are the advantages and disadvantages of each solution?

Self check-in – what is it? How does self check-in work?

The vast majority of people have access to the Internet, and smartphones have become one of our everyday accessories. As a result, many travelers value mobility, flexibility and modern, user-friendly solutions. One such example is self check-in, i.e., the process of independent, contactless check-in. The forerunner of this solution was the well-known practice of leaving the key under the doormat or a flowerpot, but this method is extremely risky. Secure self check-in takes various forms: from PIN-operated key lockboxes through magnetic locks to automatic door opening via WiFi using a smartphone. A growing number of hosts are opting for the last method, which uses a so-called mobile key. The person booking the property receives an individual key in advance, along with access to it via a password sent by text message or e-mail. The process is automated, so the host will know to the minute when the guest checked into the room. This means that even if an unwanted person learns the password to the individual key, they won't be able to enter the apartment without the mobile device. Self check-in has become the standard in European Union countries not only in the hotel industry but also in private rentals.

Remote guest check-in – advantages and disadvantages

The popularity of remote check-in is driven above all by the many advantages of this solution. The most important benefits of self check-in include:

• Check-in freedom for guests – your guests can check in at any time of the hotel day, whether at 2:00 p.m., at midnight or at 4:00 a.m. the next day.
• Convenience for you – you don't have to wait several hours for a guest to arrive; you become independent of guests checking in remotely.
• Full control over the process – automation and the use of a mobile key mean you know whether and when a guest checked into the property.
• A positive impression – people appreciate friendly and convenient solutions, and self check-in is a perfect example of technology serving people.
• No personal interaction – not everyone enjoys chatting with strangers, so the lack of additional interaction is a matter of comfort for them.

However, like any solution, this one is not without its drawbacks. Not everyone will be happy about having to use technology. This applies especially to older people or those who do not use a smartphone and the Internet on a daily basis. You also need to keep in mind unforeseen events that deprive your guest of access to their mobile device. A lost or stolen smartphone, or even a dead battery, will make remote check-in very difficult, and sometimes downright impossible.

What about in-person guest check-in?

Although information and communication technology is a kind of standard today, you can still meet traditionalists among travelers. By this we mean people who, rather than a welcome animation and the click of a button, would prefer to meet the host and sign the guest register. You can't hold this against anyone; after all, this form of check-in works in practically any conditions. If you rent out a property, you have to reckon with the fact that for some people the lack of in-person check-in will be a significant drawback. That's why it is worth keeping this check-in option available at a reasonable time, e.g., from half an hour before the start of the hotel day until 9:00 p.m. This solution will certainly be appreciated, although it is not without its drawbacks. First: you will need to be available; with occasional check-ins, hiring someone as a receptionist makes no sense. As long as you live nearby, this shouldn't be a major problem, but if you rent out an apartment in another city, the issue becomes quite a burden. Second: the whole process is no longer contactless, which may cause discomfort for people sensitive to social distancing. However, this is not an insurmountable issue. When contacting the customer, simply ask whether they will need assistance with check-in. In short – it is not worth giving up the in-person check-in option, but self check-in is worth implementing as the default form of check-in.