Travelers Companies: Embracing Self-Service Tech to Enhance Guest Experience in Hospitality
- Approximately 70% of travelers prefer self-service technologies, with 82% of Gen Z favoring apps or kiosks for check-in.
- Mews Kiosks have improved check-in efficiency, with 30% of guests choosing kiosks, reducing check-in times by one-third.
- Guests using kiosks are three times more likely to engage in upsell opportunities, boosting revenue significantly per check-in.
Transforming the Guest Experience: The Rise of Self-Service Technology in Hospitality
Recent findings from a study commissioned by Mews reveal a significant transformation in guest preferences within the U.S. hotel industry, emphasizing an increasing demand for self-service technologies. Approximately 70% of travelers express a preference for checking themselves in via apps or kiosks over traditional front desk interactions. This trend is particularly pronounced among Gen Z travelers, with 82% favoring self-service options, suggesting a generational shift in expectations for hotel experiences. The survey, which encompasses insights from 2,000 U.S. travelers, underscores frustrations with conventional hotel processes—82% of loyalty members report encountering issues such as slow check-in times, limited flexibility, and outdated service models.
Richard Valtr, founder of Mews, highlights the company's mission to revolutionize the hotel experience by replacing reception desks with self-service kiosks. Since their introduction, Mews Kiosks have seen a remarkable uptake, with 30% of guests opting for kiosk check-ins, leading to a reduction in check-in times by one-third. This innovative approach not only enhances the guest experience but also opens avenues for additional revenue generation; guests utilizing kiosks show a 25% increase in upsell purchases. In fact, Mews data illustrates that U.S. hotels are excelling in digital adoption, with 30% of reservations at kiosk-enabled hotels processed through these kiosks, surpassing the global average of 20%.
The benefits of this technological shift are evident. Guests who check in via kiosks are three times more likely to engage in upsell opportunities, contributing to a nearly 70% increase in upsell revenue per check-in. This trend highlights the growing importance of technology in meeting modern guest expectations and enhancing satisfaction and loyalty in the hotel sector. As the industry adapts to these changing preferences, it becomes increasingly clear that self-service options not only streamline operations but also foster a more engaging and personalized experience for guests.
In related developments, Los Cabos, Mexico, emerges as a leading destination for wellness tourism, responding to the global wellness boom. The Los Cabos Tourism Board promotes a range of holistic wellness services, including beachfront yoga and rejuvenating spa rituals, as travelers increasingly seek restorative experiences. Meanwhile, luxury accommodations in Lake Como continue to attract celebrities and discerning travelers, with curated collections of villas catering to the demand for exclusive, personalized stays. These trends reflect a broader shift in the hospitality industry, where technology and tailored experiences become paramount in attracting and retaining guests.