Report finds 80 percent of hotel guests would rather check in remotely

Criton says only eight percent of people want to use a check-in desk

Report, Data, Digital

New research has found only eight percent of guests would feel comfortable checking in and checking out via a reception desk, as consumer habits favour a more digital guest journey during a hotel stay.

Research conducted by UK-based Criton highlighted that 80 percent of guests would download an app that would enable them to check in and check out, rather than going via a public kiosk amid safety concerns surrounding coronavirus.

The figure has increased 10 percent compared to March 2020, prior to the COVID-19 lockdown.

The findings focus on crucial information for hoteliers, with guests’ mobile phones now clearly being recognised as an essential tool for delivering a safe experience.

Also, 47 percent said they would be more likely to order in-room service or to go to the hotel restaurant if they could use a mobile app to place their order.

The results were derived from two surveys of more than 7,000 travellers which measured preferences before and during the COVID-19 pandemic.

Julie Grieve, founder and CEO of Criton said: “Undoubtedly due to COVID-19 there has been a significant change in how guests are looking to interact with the hotel, however in reality the demand for digital was there before the global pandemic.

“At Criton, our mission is to make it easy for independent hotels and groups to embrace digital to give their guests that choice of interaction pre, during and post-stay.”

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