Think back to the last time you checked into a hotel. If the experience involved queueing under fluorescent lights while staff juggled paperwork and ID scans, you’re not alone. In fact, a new Mews-commissioned survey of 2,000 US travelers confirms what we’ve known for a while: the traditional front desk is no longer the welcome guests are looking for.
The headline stat? 70% of travelers say they’d skip the front desk entirely.
And when you zoom in on Gen Z, that number jumps to 82%. Self-check-in – whether via mobile or kiosk – isn’t just a nice-to-have. It’s quickly becoming the norm.
What does this mean for hotels? Let’s unpack the data, and the opportunity.
The benefits of self-check-in to improve the hotel guest experience and revenue
There are plenty of ways that a smoothly-designed self-check-in experience enhances the arrival experience for guests. But that’s not the only benefit. Your hotel’s bottom line also stands to gain.
Self-service is faster and smarter
Today’s travelers expect autonomy. They want to control their arrival, access their room on their terms, and get going with their stay – whether that means unpacking or heading straight to the rooftop bar.
This is where tools like Mews Kiosk and the Mews Guest Portal come in. In US hotels using Mews Kiosk, 30% of reservations now check in via the kiosk – significantly above the global average of 20%. For online check-in via the Guest Portal, US adoption sits at 10.5%, again above the 8.6% global average.
That’s not just a shift in behavior – it’s a shift in guest expectations. When given the option, people are actively choosing tech-powered experiences over tradition. Why? Because they’re faster, easier and more in tune with how we live, book and travel today.
Upsells up, frustrations down
The data shows a clear win-win: guest satisfaction rises, and so does revenue.
When travelers use self-check-in via Mews Kiosk, they’re three times more likely to purchase an upsell – things like room upgrades, breakfast add-ons or spa access. In fact, these upsells generate almost 70% more revenue per check-in compared to the traditional front desk.
This aligns with another standout stat from the survey: 82% of hotel loyalty members still experience pain points, especially during check-in. They’re tired of slow, manual processes. They want more flexibility, smarter systems and a welcome that feels genuinely hospitable – not transactional.
Mews automates the admin so staff can deliver what really matters: personal service, proactive recommendations and a more human connection. Because the best technology doesn’t replace hospitality – it enhances it.
Personalization is the new loyalty
People’s perspective on loyalty is changing. It’s not just about skipping lines and getting a free welcome drink. Travelers are looking for experiences tailored to what they want.
According to the survey:
- 93% of travelers are willing to share personal data if it improves their stay
And if we drill down into specifics:
- 60% are willing to share their preferred check-in/out times
- 48% are willing to share their food and beverage preferences
- 46% are willing to share their desired amenities and activities
In fact, almost 80% of guests cite personalized amenities as a key reason for returning to a hotel. This number rises to 89% among Gen Z travelers.
One of the best ways to offer personalization is to empower your staff with cutting-edge technology. AI-powered Smart Tips with Mews provide bite-size summaries of guests in an instant, analyzing the guest’s profile for preferences, past stays and purchase history. This means that your team can quickly understand what your guests want and offer personalized recommendations automatically. The result? More relevant offers, higher guest satisfaction, and repeat business.
Mews hotels are setting the pace
From independent properties to global groups, hotels using Mews are already ahead of the curve. They’re adopting digital tools faster and seeing clear returns.
At Generator Miami, self-check-in has become a cornerstone of the guest journey. “Our self-check-in kiosks give guests the autonomy to arrive on their own terms, skip the desk, and dive straight into the true Generator experience,” says Annajane Guzel, Global Director of Brand Marketing at Generator. “By leveraging this smart technology, we’re not only streamlining operations but elevating the guest experience in a way that feels intuitive, flexible and reflective of how our guests travel.”
Across the US and beyond, hotels are finding that self-service frees up staff to focus on what they do best: creating memorable experiences. It’s the kind of operational efficiency that doesn’t just reduce costs – it builds loyalty.
Looking ahead: hospitality without friction
Mews Founder, Richard Valtr, puts it plainly: “Waiting in the lobby queue is simply not a hospitable experience for today’s travelers.”
He’s right. The hospitality industry is moving away from rigid structures and toward flexible, tech-enabled journeys that meet guests where they are – literally and digitally.
This isn’t about cutting human interaction. It’s about making space for the right kind of interaction. By streamlining the check-in process, staff have more time to surprise and delight. To offer the upgrade, the local tip, or the perfectly timed welcome drink.
What this means for your hotel
The message from travelers is loud and clear: they want flexibility, personalization and control.
For hoteliers, the takeaway is simple. Leaning into smart, guest-centric technology isn’t just forward-thinking – it’s business-critical.
If you’re already a Mews customer, tools like Kiosk and Guest Portal are ready to help you deliver a modern, seamless arrival. And if you’re not, it might be time to rethink what your front desk is really for. Because the future of hospitality isn’t behind a desk – it’s in the palm of your guest’s hand.
Ready to rethink your guest experience?
Book a demo and see how Mews can help you deliver seamless check-ins, better upsells, and smarter hospitality.
