Top Check-in Software for Hotels: Streamline Your Guest Experience

The hospitality industry is evolving, and hotel guests now expect a seamless, tech-driven check-in experience. Long front desk lines and manual check-in forms are being replaced by contactless check-in solutions, mobile key technology, and digital registration cards. By integrating a property management system with a self-check-in system, hotels can streamline operations, reduce physical contact, and enhance guest satisfaction.

In this blog, we’ll explore the best check-in software to optimize the guest journey, from online check-in to self-service kiosks and mobile key solutions. These tools help hotels manage upcoming arrivals, reduce wait times, and create more opportunities for upselling services. Whether through smart locks, QR codes, or a Mews kiosk, investing in a contactless check-in system is key to improving efficiency and guest experience.

Key Takeaways

• Contactless check-in solutions, such as mobile keys and kiosks, enhance guest satisfaction and reduce operational costs.
• A seamless check-in system integrated with a property management system streamlines reservations and payments.
• Check-in solutions with AI integration personalize the guest experience, automate processes, and improve operational efficiency.

What is hotel check-in software?

Hotel check-in software is a technology solution designed to streamline the check-in process, enabling guests to register, access their rooms, and make payments with minimal face-to-face interaction. This system facilitates online check-ins, mobile apps, and self-service kiosks, automating tasks such as collecting personal details, managing reservations, and processing payments. By replacing manual check-ins with digital solutions, hotels can reduce operational costs, eliminate long front desk lines, and enhance guest satisfaction. The hotel and resort industry, which includes the check-in market, was valued at $1.5 trillion in 2023.

The evolution of check-in technology has moved away from traditional manual methods to more advanced, automated solutions. Early hotel check-ins required guests to fill out registration cards and provide physical keys. Today, mobile check-in and contactless check-in solutions have made the process faster and more convenient, with guests able to check in remotely using their mobile phones, access their rooms with smart locks, and even manage payments through their mobile devices.

As this technology advances, the check-in process has become more user-friendly and efficient, enhancing the guest's journey from arrival to check-out. Mobile key solutions, QR codes, and app downloads are central to modern hotel systems, allowing guests to avoid long lines and physical contact while accessing all the necessary services. The shift to mobile check-in automation not only saves time but also opens up more opportunities for hotels to improve their operations, reduce physical touchpoints, and deliver an overall better experience for guests.

Read: The Future of Hotel Technology: Must-Have Tools and Solutions for Modern Hotels

What systems do hotels use for check-in?

Here are the various check-in systems used by hotels, highlighting how each one impacts the guest experience and overall operational efficiency.

a. Traditional front desk check-in process

Traditional front desk check-ins remain prevalent, especially in more traditional hotels or regions with slower technology adoption. This manual process involves guests providing their personal details and receiving physical keys, which can result in long lines and delays.

While some guests enjoy personal interaction, the inefficiencies of this system can lead to frustration, particularly during peak times, negatively affecting guest satisfaction. According to industry data, up to 30-40% of hotels still rely on this method, depending on the region and type of hotel.

b. Self-service kiosks

Self-service kiosks are becoming a popular alternative, with over 80% of travelers open to staying at a hotel with a fully automated check-in system. These kiosks allow guests to check in quickly by scanning reservation details, entering payment information, and printing room keys.

By reducing the need for face-to-face interaction, these kiosks streamline the check-in process and free up front desk staff to focus on other tasks, enhancing operational efficiency and improving guest satisfaction.

c. Mobile and online check-in, contactless solutions

Mobile check-in and contactless solutions are rapidly gaining popularity, especially as hotels embrace more technology to improve guest experiences. In early 2021, 57% of hotels expressed interest in digitizing their check-in and checkout processes.

By enabling guests to check in via smartphones, these systems provide convenience and reduce the need for face-to-face interaction, which enhances guest satisfaction and minimizes physical contact.

Read: Direct Bookings for Hotels: Strategies to Boost Your Sales

How does mobile check-in at a hotel work?

Mobile check-in typically involves guests checking in before their arrival through a dedicated hotel app. Guests enter their reservation details, provide personal information, and may upload required documents like IDs or COVID-related documentation.

Once the process is complete, they receive their mobile key, which can be used to access their room, streamlining the entire check-in process and enhancing guest convenience.

What are the advantages of mobile check-in?

Mobile check-in offers numerous advantages, including faster check-in times, greater convenience, and reduced face-to-face interaction. Guests can skip long lines, complete the check-in process on their mobile phones, and gain immediate access to their rooms using mobile keys.

For hotels, mobile check-in reduces labor costs, minimizes errors, and increases operational efficiency while meeting guests' preferences for contactless solutions.

What are the disadvantages of mobile check-in?

While mobile check-in offers several benefits, it also has some potential drawbacks. Some guests may struggle with app downloads or have limited access to smartphones, which could hinder the check-in experience.

Additionally, technical issues, such as poor internet connectivity or app malfunctions, can lead to frustrations and delays. Moreover, some guests may still prefer face-to-face interaction with hotel staff, which mobile check-in cannot fully replicate.

d. Biometric and digital ID verification

Biometric and digital ID verification is becoming more common as hotels strive to enhance security and offer a more seamless check-in experience. 69% of international guests are open to using biometrics for identity verification, including facial recognition or fingerprints.

This system ensures that only the correct guest is granted access to the hotel room, improving security while reducing the need for physical check-ins and interactions.

e. AI-powered virtual concierge and automated check-in

AI-powered virtual concierge services are becoming increasingly popular in the hotel industry. As of late 2023, 11% of accommodation businesses were already utilizing AI, and even more planned to implement it in the following months.

These AI-driven systems enable automated check-in, allowing guests to complete check-in procedures and communicate with hotel staff before they even arrive, streamlining the guest journey.

What to look for in check-in software for hotels?

Here are the essential features to look for in check-in software to ensure a smooth and efficient experience for both hotel guests and staff.

a. Contactless check-in and mobile compatibility

Contactless check-in and mobile compatibility are essential for enhancing the convenience of hotel guests. Offering an online check-in option allows guests to complete their hotel check in advance, which minimizes the need for face-to-face interaction at the front desk. This not only saves time but also creates a seamless arrival experience, allowing guests to bypass long lines and head straight to their rooms.

b. Integration with PMS (Property Management Systems) and ORM solutions

A powerful check-in system must integrate effortlessly with the Property Management System (PMS), allowing for real-time updates of guests' check details, room assignments, and hotel registration card information. Additionally, integrating with Online Reputation Management (ORM) solutions like web-based MARA AI ensures that feedback and requests are handled swiftly, improving guest satisfaction and enabling personalized services based on guest preferences and past bookings.

Read: Choosing the Best Hotel Property Management Systems: Top PMS Software Compared

c. Security features, including identity verification

Modern check-in software should include robust identity verification tools such as smart locks and biometric scans, ensuring guests' personal details are protected throughout the check-in process. By employing secure methods for verifying guest identities, hotels can reduce security risks and enhance guest satisfaction by offering a safe, contactless experience from the moment of arrival to check out.

d. Payment processing and online transactions

Streamlining payment providers into the check-in software ensures a smooth payment experience for guests, allowing them to handle all transactions online or at self-service kiosks, which is vital for contactless checks. This system can also enable early check payments and allow guests to pay in advance for upgrades, amenities, or other hotel services, ultimately reducing friction at the front desk and making the entire arrival process faster and more efficient.

Read: 7 Best Hotel Revenue Management Systems: An In-Depth Comparison

e. Guest personalization and upselling opportunities

A key benefit of advanced check-in systems is their ability to offer personalized services tailored to each guest’s preferences, such as room upgrades or special services. This level of customization not only enhances the guest journey but also provides hotels with more opportunities to collect additional revenue through upselling during the check-in process.

f. User-friendly interface for both staff and guests

A user-friendly interface for both guests and hotel staff is crucial for ensuring that the check-in process runs smoothly. Whether guests check in via mobile, self-check kiosks, or at the front desk, an intuitive system that guides guests efficiently through booking, room assignments, and payment details is essential. A seamless experience means guests receive a quicker, hassle-free check-in, and hotel staff can focus more on providing exceptional service throughout the stay.

What are the top check-in software for hotels?

Here are some of the top check-in software solutions for hotels, each designed to streamline the check-in process and enhance the guest experience.

1. Best overall: Mews

Mews offers a comprehensive solution for contactless check-in and mobile check-in automation, allowing guests to quickly complete the check-in process and collect their room keys digitally. The front desk system integrates seamlessly, saving time by reducing the need for in-person interactions. This all-in-one system enhances guest satisfaction while improving operational efficiency.

2. Best for large hotels: Oracle Opera

Oracle Opera is perfect for large hotels, offering an advanced check-in system integrated with PMS solutions. It supports self-check-in and quick check-in for high guest volumes, reducing long front desk lines. The system efficiently collects guest data, making it ideal for hotel chains looking to streamline operations across multiple properties.

3. Best for boutique hotels: Guestline

Guestline provides boutique hotels with a personalized check-in experience through mobile apps and self-service kiosks. Guests can easily check-in and collect their room keys without waiting at the front desk. The system integrates with the hotel’s desk system, enabling smooth communication and personalized service for an enhanced guest journey.

4. Best for budget hotels: RoomRaccoon

RoomRaccoon offers an affordable and user-friendly check-in solution for budget hotels. With contactless check-in via mobile phones, guests can quickly access their rooms without facing long waits. The system integrates with the hotel’s front desk system, reducing the need for additional staff and improving overall guest satisfaction.

5. Best for luxury hotels: Salto KS

Salto KS provides luxury hotels with biometric ID verification and smart lock integration for a secure and seamless check-in experience. Guests can enjoy contactless check-in and access to their rooms, while the system personalizes their experience based on preferences shared ahead of time, ensuring a premium guest journey.

6. Best for chains: Kipsu

Kipsu offers hotel chains an efficient, scalable check-in solution with self-service kiosks that allow guests to check in quickly. By integrating with the hotel’s desk system, Kipsu reduces wait times and collects valuable guest data, streamlining operations and enhancing the guest experience across multiple locations.

7. Best for tech-savvy hotels: ALICE

ALICE stands out for its advanced automation and AI-driven features, perfect for tech-savvy hotels. The system automates check-in, guest communication, and room assignments, allowing for a quick, efficient process. With real-time updates and seamless integration, ALICE improves both staff productivity and guest satisfaction.

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Source: Software Advice

MARA AI: Seamless integration with your check-in and check-out software

MARA AI offers seamless integration with your hotel's check-in and check-out software, enhancing the overall guest experience and streamlining your operations. While it doesn’t manage the check-in and check-out processes directly, MARA's AI-driven capabilities simplify Online Reputation Management (ORM) by responding to and analyzing guest reviews efficiently. This integration ensures that you can maintain a personalized and timely approach to guest feedback while your check-in and check-out systems handle guest arrivals and departures. With MARA, you can enhance your guest journey, manage reviews more effectively, and save valuable time for your team.

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AI-powered Review Inbox

One of the key features of this tool is the Review Inbox. Your review inbox makes responding to reviews as simple as hitting "Generate reply" and clicking "Send". The Review Inbox connects to multiple review sources, including Google, Booking.com, and Tripadvisor, giving you a panoramic view of all your reviews. And you can even configure review response automation: Why not allow MARA to automatically respond to simple reviews, like 5-star Google reviews with no text, ensuring you never miss a review? Daily notifications about new reviews keep you updated and in control.

Intuitive Review Analytics

To help you understand and analyze the multitude of reviews, the Review Assistant also incorporates Review Analytics. This provides actionable, easy-to-understand insights that are tailored exclusively to your business. With MARA, you can quickly get the gist of all your reviews without needing to read each one. The analysis is so detailed that you can find out about specific issues like "water in the pool is too cold" or "lack of vegan breakfast option”. These insights help optimize guest experience without requiring you to be a data expert.

The most personal response AI

MARA's AI isn't just about efficiency; it's about personalization too. The Brand Voice feature allows the AI to adapt to your tone, making sure your responses sound authentically you. Plus, with Smart Snippets, you can "teach" the AI how to respond to recurring praises or complaints. Your AI then incorporates this information into its responses, but always with different words, providing more personalized, relevant replies.

This review response assistant has quickly become a game-changer for over 2000 customers. Its promising capacity to elevate your overall rating, amplify response rates, glean insights from customer feedback and economize both time and money, is the reason behind its growing popularity.

Managing online reviews need not be an overwhelming task. With the appropriate software, not only can you streamline the process, but you can also personalize your responses, and derive valuable insights from the reviews. So, why hesitate to give our AI Review Assistant, MARA, a try? It's completely free for testing, doesn't require a credit card, and can be fully operational in less than five minutes.

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Final thoughts

The future of hotel check-in is undoubtedly mobile-first, with contactless check-in and AI-driven solutions revolutionizing the guest experience. By investing in modern check-in software, hotels can streamline check-out processes, reduce check-in time, and provide a seamless, secure experience for guests right from the booking stage. Embracing these technologies enhances operational efficiency, reduces reliance on front desk systems, and fosters a more personalized guest journey, making it an essential investment for hotels looking to stay competitive and improve overall guest satisfaction.

This post is part of our hero content series on ”The Future of Hotel Technology: Must-Have Tools and Solutions for Modern Hotels”.