The traditional hotel front desk is no longer a must-stop for modern guests, as revealed by new Mews-commissioned research.
Seventy per cent of US travellers are likely to check themselves into a hotel using an app or a self-service kiosk instead of a traditional front desk.
This preference skyrockets to 82% among Gen Z travellers, signalling a fundamental shift in how guests want to interact with hotels.
In a survey of 2,000 American travellers, frustrations with traditional hotel operations remain clear: 82% of current hotel loyalty members report pain points with existing systems, including lengthy check-in processes, limited flexibility, and outdated service models that fail to meet modern expectations.
“I founded Mews to transform the traditional hotel experience by eliminating the reception desk to allow staff to engage more personally with guests,” said Richard Valtr, Founder of Mews.
“Since bringing Mews Kiosks to hotels in the U.S., 30% of guests check in via the Kiosk, cutting check-in time by a third and freeing up staff to welcome their guests and provide remarkable experiences throughout their stay, not to mention the fact that Kiosks drive 25% higher upsells in our hotels today.
“Waiting in the lobby queue is simply not a hospitable experience for today’s travellers; it’s another example where, if the technology works, guests value convenience over tradition.”
Annajane Guzel, Global Director of Brand Marketing at Generator said: “We’re always looking for ways to enhance the guest experience, from our smart, design-led spaces to the technology that powers the guest journey.
“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.
Valtr added: “The message from travellers is clear: frictionless convenience is the new standard. This isn’t about eliminating human interaction – it’s about empowering both guests and staff to create more meaningful touchpoints and experiences.”
