Online check-in for hotels: 6 advantages for your business.

The need for adaptation has led to a proliferation of online check-in software for hotels. In the era of the new normality, the travel industry, and especially the hotel industry, is facing a situation where uncertainty reigns. In addition, the way we travel and enjoy vacations has been transformed.

Safety distances, capacity restrictions and hygiene measures changed the day-to-day life of hotels during the pandemic. But the digitization of processes, hotel software and contactless solutions continue to grow and are essential allies of the sector. Tools such as online check-in for hotels are here to stay because of the advantages they offer.

We are all realizing that technology is not just a plus to a hotel’s offer. It is an essential component for the future of this industry. And contactless and frictionless technological solutions are at the centre of this recovery process, with automatic check-in for hotels being a priority within the sector.

What is online check-in for hotels?

Online check-in for hotels in is an alternative to simplify the guests’ check-in process and increase the front desk’s productivity. In this case, it is not the receptionist but guests themselves who complete the check-in form (name, ID, reservation details, mainly) from a website or online application through any device before arriving at the hotel.

Once at the property, guests only have to worry about identifying themselves if they have not done so previously by providing their personal documentation* and collecting the key from their room. More sophisticated systems allow you to choose the room in advance and even receive the key on your mobile using a code.

What are the benefits of implementing online check-in software in a hotel?

1. Fewer contacts, greater security

Complying with current capacity and distance measures and protocols is difficult, if not impossible, with a check-in process at the hotel reception. Digitising the check-in process avoids crowds at the reception, facilitating social distancing and protecting health. This provides greater security not only to guests but also to hotel staff.

If it is also combined with a digital solution that allows access to the rooms, the use of keys is avoided, which reduces costs for the hotel and eliminates another possible way of infection by contact.

2. Streamlines reception work and reduces queues

The check-in process at reception is usually a manual and under-digitised process that usually generates queues and discomfort for guests. Data collection, passport validation and document signing usually take longer than desired since there are many standards that the receptionist must meet as accurately and in the shortest time possible.

Kiosks or totems only solve part of the problem, but they still generate queues and do not allow multiple check-ins simultaneously. In contrast, an online check-in app integrated with your PMS will cause your guests’ information to reach your reception staff in an automated manner, eliminating queues and waits, drastically reducing manual work and even paper consumption.

By significantly alleviating the workload of the reception, eliminating tasks that do not add value, it is easier to maintain adequate and quality service, offering a quick check-in and without contacting the receptionist. Even without a digital door opening system, wait times will be reduced, even if guests have to pick up the key at reception.

3. Improves guest experience and service

Arrival at the hotel and the check-in process is one of the most critical aspects of hotel service because it is the first point of contact in the property and gives an idea of its quality.

Giving guests the option to pre-check-in and do so whenever they want, avoiding queues and waits that can be very annoying, will improve their satisfaction: remember that when they arrive at the hotel they only feel like entering the room and resting.

On the other hand, the time staff spend at check-in is wasted because, by digitising this process, their efforts can focus on offering a better service to guests. Human interaction remains key to creating a great experience.

4. It increases customer awareness

If you have a check-in software integrated with the PMS that allows you to perform the process, regardless of the booking channel (direct, OTAs or TT. OO.), you will capture the data of all guests.

This will enable you to increase your verified contact base and create more detailed customer profiles that allow greater knowledge of the target audience. Simultaneously, this allows more precise segmentation when conducting marketing campaigns and ultimately improving opening and conversion ratios.

Having your own customer base is an excellent opportunity to really know who they are and their preferences to improve hotel products and services and get more loyal customers.

5. Promotes upselling and cross-selling

The hotel’s check-in system can also act as a new sales channel, offering additional services that enhance the guest experience and provide an additional source of revenues for the hotel. The check-in is an excellent opportunity to start building a direct relationship between the brand and guests and suggest improvements such as a superior room or spa treatment.

This is a win-win situation because guests are offered something that meets their needs and increases their satisfaction, and the hotel increases customer loyalty while obtaining higher revenue and a better brand image. By offering additional upgrades and services, you can make a simple hotel stay an unforgettable memory.

6. Helps to avoid cancellation of reservations

Another advantage of offering online check-in for hotels is that it helps to avoid cancellation of reservations. Guests who check-in before arriving at the establishment are showing a clear intention to keep their stay. The mere fact of completing the online check-in process guarantees that the guest will not cancel the reservation. A very valuable piece of information and a way to know the guests’ intention.

Technology for a hotel’s online check-in

A fundamental aspect when implementing an online check-in for hotels is that it can integrate with the other management systems. Mainly with the PMS to ensure that the data is appropriately and accurately registered, complying with current GDPR.

Moreover, it should be noted that precheck in systems only allow online registration for guests who have booked through the hotel’s website. Travellers with reservations made on other channels (TT. OO., OTA) do not have the possibility to check-in online.

At Hotelinking, we have developed Autocheckin, an online check-in software that is integrated with the leading hotel management solutions on the market and allows any guest to check-in regardless of the channel where they have made the reservation (direct, OTA or TT. OO.). Therefore, every time they check-in, you will collect everyone’s data, even those that come through an intermediary:

1. If the guest has booked through the hotel’s website, they will receive an email with a link where they can check-in.
2. Should they have booked through intermediaries (OTAs, TTOO), they can also check-in before their stay on the hotel’s website, in a section specially enabled for this purpose.
3.  If they have not checked in prior to arrival at the hotel, they can do so at the property itself. They will simply have to select the WiFi network and they will be redirected to a page where they can check-in online, without the need to install an app or connect to the network.

In a few seconds, in a fully automated and online way, the data will be dumped to the PMS without the need for the staff, kiosks or apps that the customer has to download.

The first stage of our online check-in system allows the customer to complete the process in a few simple steps:

• Enter the booking reference
• Fill in each guest’s data
• Scanning documents
• Confirmation of rooms
• Digital signature
• SMS alarm when room is ready

At a more advanced stage, the system will allow:

• Guest choice of room
• Possibility of upgrades and cross-selling
• Digital opening of the room
• Payment of the reservation
• Credit card authorisation for consumptions
• Folio and automatic check-out

Regulations strengthen digital check-in

On the other hand, it should be noted that the Spanish Government has recently updated regulations regarding guests’ check-ins.

The change is much-anticipated news in the sector because it resolves an issue that was up in the air with digital check-in systems on check-in reports. Lodging units “may now fill in check-in reports using manual or computer procedures, but the traveller must sign that report inexcusably, and the signature may be collected on paper or digitally“.

This change allows lodgings to speed up check-in procedures and a real digital transformation and ensure the safety of citizens and tourists against the virus.

Regarding this, Autocheckin facilitates compliance with this regulation because it allows  the presentation and digital signature of travellers’ check-in reports, automatically sending the signed document to the hotel PMS cardex and, in addition, a copy by email to each guest.

Now is the time to consider a change and bet on new online check-in technologies for hotels so that the receptionist can better perform their role as host and ensure a satisfactory experience for guests.

* In Spain, organic law 4/2015 of March 30 regarding the protection of citizen security, in article 25, obliges hotels, hostels, campsites, guest houses…, to register the ID documents of all over 14-year-old guests.