Twenty years ago Sheraton introduced its check-in kiosks. I won a contest (60,000 Starwood points) to name the machines: Sheraton SpeedCheck. These type of machines have gained the most traction in Las Vegas, where check-in lines to see a staff member are interminably long.
In some ways I feel like the kiosk has been passed by. Mobile apps have replaced them, although that only works for keyless-enabled rooms otherwise you still need to see an agent or a machine. And keyless hasn’t fully caught on. Some people use them, but it hasn’t gained broadest acceptance. Many people still want a key rather than relying solely on their phone.
When Marriott first rolled out mobile check-in with keyless, they took a multi-million dollar hit. They weren’t validating credit cards properly, and people used gift cards with $1 available. They got their room key, and let the hotel at the end of their stay, with hotels unable to charge them. Marriott had to reimburse the hotels, as I understand it.
Baymont Inns seems to have a new take on the labor-saving strategy. They’ve got an outsourced front desk. Instead of having to hire American staffers to work on property, they supplement their employees with kiosks that give you a live person in India. The agent will interact with you just like they were across the desk.
Here’s video from the Baymont by Wyndham Bonita Springs Naples North:
And here’s a virtual front desk kiosk at a Ramada Inn.
@aavgo #hotelkiosk #remotefrontdesk #hotelfrontdesk #selfcheckin #smarthotel #frontdesk #hotelcheckin #motel #hotel #reception #hotelreception #kiosk
In a sense it reminds me of United’s airport customer service that’s no longer on location at the airport. This does a better job distributing workload – instead of having staff waiting around for customers to need them, they take calls from wherever there’s a flight disruption. That saves money and also serves customers better.
Here, the outsourcing component provides further savings, so makes sense at the lower-end of the hotel market.
How many times have you gone to a hotel, including a four or five star property, and there’s one poor person working the front desk including answering the non stop ringing telephone? So you wait. I’d much rather have an immediate person online that checks me in/out albeit I won’t be staying at a Baymont.
India, you say? That girl (with the blond hair in the post’s thumbnail) don’t look ‘Indian’ to me. Nothing wrong with that either. Just sayin. Ah, Gary, now you’ve made me hungry. I think I’ll order some saag paneer, extra spice, garlic naan, and of course, gulab jamun, for the ole sweet tooth.
Very similar experience while staying at Sleep Inn & Suites Niceville – Destin when we needed a last minute place to stay near friends. The only people we saw were the house keepers.
Assuming this is embraced by everyone who complains about having to go back to the office, it will be a huge success.
Another “wonderful” outcome of government-infused inflation, along with onerous minimum wage laws.
@Thing 1′
Ah, so you’re one of ‘those’ folks, eh. It’s only ‘work’ if you have to ‘commute’–bit of a red herring, though, because a lot of jobs do not need to be in-person; whereas, most ‘service’ jobs, like at hotels, often do. I guess I should be grateful you didn’t call anyone ‘lazy’ or ‘entitled’ yet. I’ll wait.
@Mike P
Oh, here we go again, our resident ‘economist’ over here.
That pesky ‘minimum’ wage…which hasn’t kept up with inflation since the 2009, $7.25/hour. Or, we could actually pay people a living wage, which for all states would need to be at least $15/hour. Then there are states like CA and NY (and those ‘Democrat run’ cities there), which I’m not even gonna bother because you don’t actually care (you’d need at least $30/hour).
Again, I’m just glad you didn’t call them ‘unskilled’ this time, yet… Again, I’ll wait.
Mike doesn’t seem to get it that during the pandemic the Fed, independent of both Congress and the president, pumped massive amounts of money into the economy. It helped to keep things going but of course led to inflation.
Anyway, the next logical step is to have AI manage everything in a hotel except maybe vacuuming the carpets. The same could in part be done at airline counters too, with still less people available to help with problems. But once this worker replacement has gone far enough few and fewer people will be able to afford to travel or stay in hotels….
I love this idea and have predicted it for years. I don’t know why I need to see a person when I am checking in but i may need help. Most staff is incompetent at hotels and are part of really undesirable unions. I also love how low cost this is and how scalable it is. Good job.
Had a similar encounter at a hotel in Sedona AZ a few months ago and honestly, the remote person was much more polite and helpful than the local who sometimes worked the desk.
Deepseek chat bot will be checking you in. The cost saving is removing all humans from the front desk.
How do you send a $20tip.
While the experience won;t change, we may no longer enter a curry-smelling lobby. Maybe that’s a win?
@drrichard Thank you, sir. That appears to be the reality, regardless of how it is ‘spun’. Glad that we here all survived the deadly pandemic. Those were tough times, indeed–now, there’s a collective ‘amnesia’, willingly forgetting what should have been valuable lessons learned.
@Joseph @Brian W I’m with you that automation is inevitable, and can be more ‘efficient,’ but in certain circumstances, specifically the service industry, it’s still nice to have a human there. @Rick is also onto something that this half-step of having someone oversees is only temporary–glad it worked out well for you in Sedona, sir.
Where I get concerned is that the ownership class is so quick to put ‘profits over people’ that these jobs and positions will disappear when they really should remain. In the aggregate, this is a huge looming problem for our economy as a lot of what we do in the US is service-based–then, as a result, the consumer base will start to dry up. We’re basically killing the middle class.
In terms of public policy, instead of then creating new systems of social support, like say ‘universal basic income,’ we instead allowing a more feudalistic, draconian approach–gutting the social safety net, so, no more ‘welfare’ or ‘Medicaid’ or ‘Food Stamps’ or ‘child tax credits’—no, no, you see, that’s ‘socialism,’ a bad word. Some (fools) are bound to celebrate this rapid descent.
And since hate-filled @Andy S will be here soon enough: I’ll just say it, this isn’t ‘woke’ or ‘DEI’ or some other nonsense–that is our own oligarchic class using media to convince the middle and lower classes to fight each other, while those same oligarchs and their cronies rob us all blind.
And if you aren’t already a centi-millionaire, you ain’t them. In relative terms, you (and I) are mere peasants. Why folks like you often root for ‘chaos’ still makes me think you are either a foreign agent or a useful idiot. For all other who continue to ‘bootlick,’ ‘scab,’ and ‘carry water’ for the greediest among us–you’re not in that club, and you never will be. Good luck, everybody.
They can lay off the hotel staff this way too as seen in “Up in the Air” (2009)
AI front desk is just around the corner, a talking head will check you in. Wish they had arms so they can hand me some extra towels.
I’ll get ahead on this one, too: ‘How you gonna pay for all that?’ Well, it ain’t tax cuts for billionaires or tariffs on all us consumers, I can tell ya that much.
“Mike doesn’t seem to get it that during the pandemic the Fed…”
Mike understands it completely, unlike some others on here.
@Mike P
If you ‘understand it,’ then why draw such an awful, incorrect conclusion.
The pandemic-era inflation was a combination of people not being able to work for a prolonged period due to the deadly disease, also strained global supply chains (for the same reason), Russia’s war of choice against Ukraine, and if our government’s assistance was a source, the abuse of those forgiven PPP loans was far more a problem than the $1,200 individual ‘economy impact payments’. The US, compared to other developed nations, actually achieved the ‘soft landing’ once presumed impossible. We were the envy of the world in our recovery. Still, wages have not caught up, and people are needlessly suffering. But that all doesn’t fit with your team’s narrative.
This is not the first time you’ve done something like this on here, and likely not the last. I’ve grown accustomed to your logical fallacies. I cannot forget how in Gary’s post on January 16, 2025, about the Russians shooting down civilian aircraft (Azerbaijan 8243, MH17, etc.)–you claimed to have ‘no opinion’ on Putin or Russia. Then proceeded to argue that military spending does not stimulate the local economies where ammunition is manufactured. Just admit you’re a foreign agent, comrade.
This is a lot like the self checkout lane at the supermarket: Sounds good in theory but doesn’t really work in more complicated situations.
“This is a lot like the self checkout lane at the supermarket.”
Correct! Companies invest in technology to lower their labor costs, which rise mainly due to inflation and government-enforced increases in the minimum wage.
I’m neutral on this: the technology is cool and I understand it from a business standpoint, but human interaction is also sometimes nice.
Having said that, since the age of the digital check-in/key I haven’t been going to the front desk at all which has been very convenient. (with the exception of DoubleTrees to see if they have a fresh cookie!)
As a World of Hyatt member the only reason I ever want to stop by the front desk is to pick up bottled water
@Mike P
Most folks don’t ‘like’ those ‘self-checkout’ lanes, and there are still employees required for when things go wrong, so it isn’t saving much, and if anything, it’s hurting the customer experience.
For necessities, like groceries, people ‘need’ to eat. But hotels are more of a ‘luxury,’ so perhaps customers will want to avoid ‘automated’ properties because of the lack of service.
@Dick
Wow! A World of Hyatt ‘member’–sir, we are honored to have you with us today. Stay hydrated.
@1990 – And as someone blessed without prostate issues he can indeed certainly afford to stay hydrated at his leisure!
@L737 — I’m impressed (but not surprised) that you remembered about @Dick and his ‘normal range’ prostate (from Gary’s other recent post)! Yeah, there are ‘regulars’ on here, for sure. You start to notice after a little while, and also to learn to expect a certain ‘caliber’ of comment from them.
Sounds convenient in theory but there are some very good reasons to keep humans working the front of the house. In an emergency, to keep folks either in or out for instance. I’ve not stayed at a Bay View but we had one nearby that had enough police activity the mayor had it condemned ( fire code violations etc. ; ). It had served tourists. Without supervision and staff i can’t imagine what the guests might try to get away with.
That’s* Baymont* not bay view. I’m tired.
@Maryland — “I’m tired.” Aren’t we all. And no worries, ‘Bay View’ sounded nicer anyway.
@1990 Who doesn’t like a good call-back, am I right? Thanks for adding context for those less-frequent patrons of the site, ha.
@L737 No worries, mate. Some of ‘old-timers’ here loathe me (‘Gary, you mute/ban that 1990 fella!’). Well, their ‘hate’ sustains me, after all. Nom-nom-nom-nom.
This along with dirty rooms, is the new norm for the hotel industry. Profit over pride in their product.
@1990: Did you even read my post? It was simply a statement of fact. (1) A lot of people who have been remote working are unhappy about being told to go back to the office. That suggests there is general support for remote working when possible. (2) Assuming those same people embrace this type of remote working, it should in balance be a big success.
Are you suggesting that people who like remote working and want to remote work themselves won’t like the idea that a hotel registration desk worker is able to work remotely (although you’d still need at least one person on-site for issues)? Or are you suggesting that people who like remote working and want to remote work themselves won’t like the idea of a **foreigner** doing the remote work? The latter wouldn’t surprise me either. It’s a tricky path to walk: My job can be handled without me coming into the office BUT my job can’t be handled by someone else who also doesn’t come into the office — but lives in a foreign country and does the job for less.
My dentist (Seattle) does this. It also saves them square footage and I find the Filipino workers much better than the average receptionist.
Had a similar experience while checking in at a rental car counter at FLL several years back. Had the option to use what looked like a kiosk.
The monitor had the resolution of a RCA TV from the early 80’s. In the background, I could hear street traffic and a barking dog. The agent had a backdrop of the Caribbean which fluttered with the breeze coming thru that open window. Also, the agent mumbled incisively and displayed attitude (nothing new at a rental counter). The kiosk had separate card readers: one for your D/L, and one for your credit card. Neither was labeled to avoid confusion. I still had to hold the D/L up to the screen to complete the transaction. The agent wanted to e-mail me the rental agreement, but I insisted for a printed copy which popped out of the kiosk as a ten page zig zag folded document.
I don’t remember seeing the the kiosks on subsequent visits to that rental location.
@Thing 1
I read your statements, and I somewhat agree. If you care, you can read mine above and below. Or, not. No worries either way.
If we’re trying to define a ‘rule’ for this determination on whether a role can/should be remote, in-person, or hybrid, offshored, nearshored, or fully automated, regardless of the background of the person (gender, race, ethnicity, origin, etc.), is likely a case-by-case decision, depending on the job and the person, so there are going to be particular requirements and preferences, no doubt.
Or, we ‘STFU’ and just do whatever the corporate overlord tells us ‘must’ be done, for ‘efficiency’ or whatever manufactured reason they come up with, as some others here have gleefully supported (not my personal preference), even if it results in diminished service to the customers or is harmful to workers.
Of course, automation may supersede much of this is people are no longer ‘needed’ for a role—though, as I said before, in the service industry, humans may still be ‘wanted’ to problem-solve (when things ‘go wrong’) and for a better consumer experience (so that things ‘go right’).
Generally, I am supportive of labor and the customers, over excessive profits for big businesses. However, I also recognize that every business is unique and that many small businesses and their owners are decent folks who are just trying to get by sometimes—those guys do often treat their people well. However, I have much less sympathy for major businesses that pay their workers next to nothing and demand hard labor when it’s really just exploitation.
There will always be exceptions and outliers, so no need to straw-man, though you’re always welcome to continue—I’m usually down-to-clown. See you next time.
Just checked into a Hilton, didn’t even stop at the front desk or even traverse the lobby. Just get an ekey, entered the hotel on the second level and went to my room. Checked out via the app.
@tee poco — Like the others before you (see well-hydrated @Dick), if you prefer that option (no human contact)–wonderful. Enjoy it. Many of us are going to want to still speak with someone up-front–maybe they like people, or have questions, or want to request/receive special benefits associated with their loyalty programs, etc. And if there’s an emergency (fire, medical, etc.) or an incident (maybe theft, broken AC, etc.) it’s good to have an agent of the hotel present, on-call. Getting rid of most or all employees may save the owner money, but it’s shortsighted.
@Thing 1 — Please don’t mistake my first comment in this thread (appreciating Indian cuisine) to be in the same ‘lane’ as @Minos, who apparently doesn’t like curry (that one sounded ‘bad-faith’). Again, thank you for not referring to workers as ‘lazy’ or ‘entitled’ or any of that nonsense here. Some folks hate those that they deem ‘lesser’ than them–I do not subscribe to that view.
The remote live agent will only exist until it is replaced by an AI agents that follows all hotel policies to the letter.
Likely no upgrades, but with facial recognition you can customize your check in experience with a myriad of AI generated characters.
Old boomer? Zha Zha Gabor.
Nerd? Max Headroom
Etc…
How is this ADA compliant?
I wonder how this works with immigration laws or tax laws. If I’m “working” in New York City, they want to tax me.
But this is just stupid. What if there’s a fire? Or some other kind of incident? What happens when the internet goes down or the electricity goes out?
I stayed at a supposed 4-star hotel in Liechtenstein. While they had breakfast, an honor bar, daily housekeeping, etc., there was no front desk. The front desk was a fully electronic kiosk without any kind of live chat or live video camera assistance. It was a nightmare because the kiosk couldn’t properly read U.S. credit cards to facilitate the check-in. I finally found a housekeeper who called someone and an hour later a real human showed up.
@ Gary. You seem to have had your blog hijacked by 1990 and the lovefest with L737 (formerly Lee). I no longer read comments from those two, along with several others, as in the past they added little to the miles and points hobby. Question: do clicks in the comment section had to your total?
@One Trippe — Here it is. The demands to ‘ban/mute’ people you disagree with. What happened to ‘free speech’ sir? I don’t threaten people with violence (like @Mike P). Why can’t you ‘live a little’? You don’t have to read my stuff if you don’t like it. No harm from me. I enjoy VFTW and the community.
@FNT Delta Diamond — So you found the one hotel in little Liechtenstein! Don’t worry about ADA, I think that’s on the chopping block, along with all other ‘pesky’ regulations–not my preference.
@One Trippe — Where’s your concern for @Andy S and @Mantis, who repeatedly only parrot hate-filled, right-wing, talking-points, like blaming everything on ‘DEI’–I’ll wait.
Check my comments–I often add specific, relevant, and sometimes, yes, humorous, personal experiences. I also respond to others questions, exchange mutual respect with those who do the same, and happily, playfully mock those who don’t. Please take offense that if you will. Otherwise, just ‘move on’ and ‘ignore’ it. C’mon man…you used to be cool, what happened?
@One Trippe – clicks in the comment section are immaterial to me in any financial way if that is what you are asking?
@One Trippe — Another idea for you, might be to actually engage, like, if you disagree, or have something meaningful to contribute, not just complain to Gary. VFTW has no stated rules about comment moderation. I presume Gary supports our ‘free expression’ here, within reason. I have witnessed as he responds to many of us who ask him questions directly on here. I have also seen harsh, seemingly bad-faith criticism by other users, mostly unwarranted. For the most part, many of us ‘self-moderate.’ The ‘user engagement’ (these comments) is actually beneficial to VFTW, as it leads to more views and clicks, better search engine optimization, and ultimately extra advertising revenue and commissions from folks who use VFTW links–that helps fund this site. I’m not bot. I’m a human. This is not my blog or website, though I enjoy reading and sharing here, hopefully like you, too.
@Gary Leff — Pardon me as I am only presuming about the financials. Hope things are going well on that end. You run a great site. I don’t mind the occasional banter either. Thank you, sir. Respect.
@One Trippe — Kudos to you on your use of the word ‘hijacked’ on an aviation and travel blog. How cunning, though a bit insensitive. I can take it. You can always attack me, sir. All are welcome.
@FNT Diamond Delta — Fair points. I feel like you’ve stayed in more hotels than you haven’t, very envious!
@One Trippe — Hmm you won’t read this but not sure how making and responding to comments is antithetical to the purpose of a comment section. I actually somewhat agree my contributions can be not very contribute-y for many people to the hobby as my primary purpose here as a travel novice (relatively speaking) is to learn and be inspired, not the other way around.
Also, formerly “Lee” is two e’s too many! To be fair, it was a “Lee” who made insidious comments that prompted me to pick something a little more unique so I can see why you thought that.
Anyway, I’m rambling (and perhaps hijacking the thread again) so I will catch up on the VFTW travel and aviation news of the day, perhaps in silence, perhaps not 🙂
@L737 — The ‘hijacking’ continues! Bahaha.
When guests complete a video check-in at a Marriott property in India, in reciprocity, should guests expect to be connected to a video check-in agent in the United States?