Q:
Further to yesterday's Question of the Day on the subject, we wonder how many of our readers have experienced a hotel self-check-in kiosk and, if so, how did you find the experience? If not, how do you feel about the general concept of ditching front desks. You may pick more than one answer, if appropriate.
A:
1958 Total Votes
| I don’t hate the idea of self-check-in, provided the interface is easy to navigate and provides the same useful info that regular front desk staff would. But I’d still the like option of a human to deal with, just in case I have issues that the kiosk can’t handle. |
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| For me, a big part of the pleasure of a hotel stay is the experience of being greeted and helped by smiling and informative staff, who often tip you off to some useful tidbit and make you feel genuinely welcome. I’ll take human interaction over an anonymous kiosk every time, please. |
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| Not only do I not like the concept of checking in with a machine instead of a front desk populated by humans, but I’m against this whole trend of replacing humans with computers -- on reservation phone lines, at blackjack tables -- where will it end? That it improves the customer experience is utter BS! |
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| While the powers that be claim that automation is all about improving the customer experience, we all know that really it’s about the bottom line. What happens to all those people whose jobs become obsolete? Will the casinos’ savings be at the expense of increased taxpayer dollars? |
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| I’m with the QoD reader and a big fan of the no-hassle DIY approach. Anything that improves efficiency and saves time otherwise wasted standing in line is good by me. |
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| Other (what? please share!) |
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| I don’t tend to stay in hotels, so this scenario doesn’t really apply to me. |
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Analysis
Both the voting results and the email feedback to this survey were interesting. Here's some of the latter:
- "Being disabled, I have to check in with a person. I have certain requests I have to have so I can use the room fully." [Ed: Interesting point well taken]
- "So, the computer system goes down and there's a skeleton crew at the registration desk. I can't imagine what a nightmare that would be at a time when check-in is busy -- major event, holiday, etc."
- "I used one last year at the LINQ. It wasn't very intuitive and a couple of staff helped me. They seemed kind of confused with it as well but we eventually got it figured out. I think it was new then. I prefer checking in with a human but when that line is long and doesn't seem to be moving, it would be nice to have the option of going to the kiosk instead."
- "I prefer the interaction with a real human being for this. It's hard to ask a kiosk if there are any free upgrades available (along with a tip if there are)."
- "Haven't used one yet. But will give it a try."
- "Once hotels sucessfully ram electronic check-in down our throats, they'll add a new ECI charge to our bill."
- "The check-in varies at different hotels. Mandalay Bay and Venetian tend to be 'snooty' and although we like the place(s) they tend to make us feel 'small.' My last Venetian experience, we thought we were being talked down to"because our clothes were casual and we had major jet-lag. How do you dress in 100 degree heat? Luxor always tries to upgrade us at a price and demands we pay for our resort fees up front. Very tacky. It's often a waste-of-time. Just give us (free) early check-in and we really don't care! We always get better service at the slot card and concierge desks."
- "While I prefer the human interaction at check in, I hope the casinos have the kiosks for those customers who are not into human interaction and the benefits you get from a real human being. Having the kiosks will shorten the line to check in and it will benefit both types of customers. While I know time is money, and the casinos want you gambling asap, I prefer to take my time and enjoy Vegas for the relaxation value proposition that it provides."
- "Not only will I not use a kiosk for check in, I also refuse to use them for check out. I also do not use the self check-out forms that you can just drop in a box on the way out. Using all of these items may be faster, but if there is a problem or issue it is much easier to get it resolved at the time, in person, than after the fact by long-distance phone call. If hotels want to reduce lines at check in or out, then properly staff the front desks. I don't know how many times I have stood in line when over half the positions at the front desk are empty."
- "I am a Total Rewards Diamond member with Caesars Entertainment, thus sometimes it behooves me to deal with a human. At any other property I would have no problem using a kiosk rather than spending time waiting in line. The airlines seem to be having good luck with them so it seems only natural that the hotel industry can make use of this tool also."
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