Hotel mobile check-in: A complete guide

What is mobile check-in at a hotel?

Hotel mobile check-in is a technology-driven process that allows guests to check into their hotel rooms using their mobile devices, without the need to queue at the front desk. This innovative service typically involves a hotel’s app or mobile website where guests can confirm their arrival, choose their room, and in some cases, even access their room using a digital key.

Online check-in completely transformed the Airline industry. Until now, the hospitality sector has been slow to follow. One reason has been the lack of strong business needs, but also the complexity of the project. But as guests are demanding it, more and more hotels are embracing this technology.

Each hotel is unique and there are many PMS vendors out there. This makes it very challenging for the hotelier to start planning their digital transformation.

In this blog, we’ll give you an overview of how to go about selecting the best check-in solution for your property.

What is contactless check-in at a hotel?

Contactless check-in allows guests to check in and access their rooms without interacting with front-desk staff. Guests typically use a mobile app, self-service kiosk, or digital key sent to their smartphone. The process reduces wait times, increases convenience, enhances safety, and offers a seamless and streamlined arrival experience.

How did manual hotel check-ins work before mobile check-in became available?

Before mobile and contactless check-in became widespread, guests had to complete the entire process at the front desk. Staff manually verified identification and payment, recorded information, assigned rooms, and issued physical keys or key cards.

For properties that haven’t switched to mobile or contactless check-in, the hotel check-in process has been the same for a very long time:

1. Arrival at the hotel
2. Wait in queue
3. Pay
4. Fill in the registration card
5. Get the key
6. Go to your room

This process can take 15-30 minutes during busy periods. After a long journey, guests want to reach their room quickly, not wait in queues—regardless of how friendly your front desk staff may be.

In the ideal scenario, guests will just enter their details before actually arriving at the hotel, in order to avoid this tedious experience. Then, the hotel provides them with all the necessary details like breakfast arrangements, safety rules and door access. This contactless approach has become the preferred option for modern travellers. For guests, it offers convenience, speed, safety, and the freedom to check in on their schedule.

According to Oracle, 70% of hotels already are or are planning to adopt contactless technology for check-in, food ordering, concierge services and more.

For hotels, it’s about saving on costs, but also increasing customer satisfaction. Manual check-ins require significant staff time, with each guest taking 5-10 minutes during peak periods when queues form.

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Why should your hotel allow mobile check in?

Mobile check-in has shifted from nice-to-have to essential for modern hotels. With 71% of guests more likely to book properties offering contactless check-in, this technology directly impacts booking conversion and guest satisfaction.

Benefits extend to both guests and operations:

• Guests bypass queues and check in on their schedule, arriving at their room faster
• Staff redirect time from repetitive check-in tasks to high-value guest services and experience enhancement
• Hotels demonstrate tech-forward positioning, appealing to digitally-savvy travelers
• 45% of hoteliers report operating with fewer staff after implementing self-check-in technology

The question isn’t whether to implement mobile check-in, but how quickly you can deploy it without falling behind competitors.

What are the steps to setting up a hotel mobile check in process?

Setting up an effective hotel mobile check-in process can seem complex and overwhelming. However, with the right tools, technology, and processes, establishing this crucial aspect of your booking experience is simple. 

The growing importance of contactless check-in:

• 71% of hotel guests are more likely to book with a property that offers contactless check-in.
• 62% of hotels are moving toward fully contactless guest experiences.
• Around 45% of hoteliers said implementing self check-in technology allowed them to operate with fewer staff.

As with any project, you need to define your goals for what mobile check-in needs to do for you. What do you want to achieve?

1. Collect guest data to speed up the check-in process
2. Need to collect credit card details for payment
3. Ability to upgrade the room or other services
4. Open doors or distribute key codes

By looking at each stage separately, we can start understanding which solution is most suitable for your hotel, as each feature comes with caveats and costs.

Next, we will look at each key component separately to make it easy to understand the project.

PMS integration

For mobile check-in to work, guest data needs to be in the PMS in a timely and correct manner. This means the solution needs to be able to get data from the PMS, and ideally, also send data back.

Many PMS vendors support connections with 3rd party systems. This is most commonly done via API. The better and more open the API is, the more solutions you’ll be able to choose from.

Unfortunately, many PMS vendors (especially on-premise ones) lack suitable interfaces. This means that even if you want to go on implementing mobile check-in, you wouldn’t be able to. Having a closed PMS can prevent you from modernising your hotel.

Questions to ask when implementing PMS

• Does my PMS have an open API?
• Can check-in providers send data back to my PMS?
• Is there a fee for using the API?
• Can all vendors integrate?

Pro-tip: If your role in your hotel requires you to be online, all the time, juggling plates and spinning balls, then a PMS like Little Hotelier may be a great fit for you. Its mobile app is designed specifically to help those hoteliers who have to wear enough hats to fill a walk-in closet, allowing them to keep their finger on the pulse whether they’re at the front desk, in the office, at the bank, or meeting with investors. 

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Check-in form

Hotels have different needs when collecting data from guests. These may include:

• Verification that the reservation is correct
• For analytical purposes
• Government requires it
• Marketing purposes
• Upselling

You as a hotelier will probably want to convert the existing paper form into a digital one. This means the check-in form editor needs to be highly customisable so that you can create any field in your check-in form.

Otherwise, you won’t be able to fully replace the current processes without making compromises or going against government legislation.

Look for vendors whose customisation options aren’t going to limit what you can achieve.

Key questions to consider when adding a check in form to your hotel mobile check in:

• Can I customise all the fields?
• Will the design match my brand?
• Can I include a marketing opt-in?
• Can the guests digitally sign the check-in?
• Can the guests provide scans of their passports/IDs?
• Can they also check in accompanying guests?

Pro-tip: SiteMinder’s booking engine was designed with these questions in mind – and the answer to all of them is “yes”. A solid booking engine is key to a smooth booking experience, so make sure to investigate your options with SiteMinder here. 

Payment

Guest reservations can be paid in advance, but in many cases, they are partially paid or the guest needs to pay fully on-site.

Even if the payment is made fully, you still might want to get the guest’s credit card details if they order services or accidentally break something. This means obtaining guest credit card details is a must in many cases.

But the term “credit card payment” can have different meanings:

• Asking for the card details using a form
• Verifying that the credit card is valid
• Reserving funds in advance
• Making the actual payment

Try to decide on what you want to achieve before approaching different vendors, because when you accept a payment, you also pay commission to payment gateways, and in many cases to the check-in provider.

Questions you need to consider:

• Will the mobile check-in be available only to paid customers?
• Do my guests need to do payments?
• What is the payment gateway commission?
• Does the check-in provider take a commission?

Pro-tip: We know the last thing you want to deal with as a hotelier is payment issues. SiteMinder Pay, our aptly named payment module, makes it as easy as possible for you to charge what you need, when you need to, to whom you need to, all automatically. 

Door Access

The biggest challenge with all mobile check-in providers is how the guests open the door. Many hotels all over the world use door systems, which very few systems can integrate with. Many properties still use physical keys, which present additional challenges for digital check-in. This means digital solutions have a tough time making the process completely contactless.

Ideally, door locks should also be modernised, but there are ways of going digital even without costly upgrades.

Many properties start their access system modernisation with a single floor or a room category. This means all guests who use online check-in will always end up there. Then slowly build up from there and modernise the entire property.

Also, many options can be combined so that you have a key card with the PIN code, for instance.

Here are some examples of access you might want to consider with your hotel mobile check in. 

Key cards

The most commonly used solution in hotels. The trouble with these solutions is that they offer only limited connectivity options with external systems, and they are expensive.

ASSA Vingcard, which is very popular, does provide its own app for door access. When you want to go with this option, then you either need to hand out keys physically in the reception or have a kiosk that dispenses cards.

Bluetooth module

Another solution is to retrofit existing locks with a Bluetooth-enabled module, so you can run the existing key card-based system in parallel.

This means you can provide the convenience of the contactless door opening without the need to do costly upgrades like changing locks or even doors, and still keep your existing key card setup.

Doors can then be opened using an app on the guest’s phone, or through a centralised web application that is able to open doors.

Pin lock

This has been used extensively in the hostel and vacation rental worlds. The PIN option means guests can enter the room even if their phone is dead, or they lost the key card.

These PIN codes are managed over WiFi and work in the same way as a key card. A PIN is assigned to a door with a lifetime. This means previous guests won’t be able to enter the room past their departure date. Also, you can assign a master code for hotel staff.

Physical keys

Many smaller properties still use physical keys and there is no real business benefit to changing them. You could use storage boxes with code access to store keys; not an ideal solution, but a good intermediary step.

If your property is small, you can prepare the keys in an envelope or PIN code safe and give instructions via email.

Key takeaways

• Setting up mobile check-in requires four key steps: ensuring PMS integration with open APIs, creating customisable digital check-in forms, configuring payment processing and gateways, and implementing door access solutions.
• PMS integration is critical—properties with closed or limited APIs may be unable to implement mobile check-in at all, blocking modernisation efforts.
• Door access presents the biggest implementation challenge, with solutions ranging from Bluetooth retrofits and PIN codes to phased rollouts starting with single floors, allowing properties to modernise without replacing all locks immediately.

“Our previous direct booking option was very confusing and not very user-friendly. SiteMinder’s booking engine is a lot better integrated on the website and makes it easy for guests to book. So far, we have increased our direct bookings by 15%”

Mirja Wolf,

Manager

Hotel Kragemann

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What are the pros and cons of contactless check-ins?

Contactless check-in brings a wealth of advantages both for the guest and the hotel, such as speed, convenience and control. But it’s not without its potential drawbacks and issues, such as a reliance on the internet and a lack of upsell opportunities, that a hotel should be aware of before committing to such a system.

Pros of contactless check in

• Convenience and speed: No more waiting in queues, as guests are able to check-in on smartphones pre-arrival, or at kiosks when they arrive.
• Efficiency: Freed from the time-consuming, low value task of checking guests in, front desk staff can focus on higher value jobs, like enhancing the guest experience.
• 24/7 access: Contactless technology grants a hotel the opportunity to let guests check in at any time of the day or night, to secure more guests who arrive particularly late or early.
• Automate guest data: Guests input their own information, reducing manual entry errors and ensuring data accuracy while streamlining the check-in process.

Cons of contactless check in

• Cybersecurity risk: Internet-enabled check-in naturally incurs some form of cybersecurity risk, but choosing a highly secure system can mitigate them.
• Wifi or tech reliability: What happens when the power or Wifi drops out? You need backup systems ready to kick in when there are issues with tech.
• Less personalized upselling: While digital check-ins can include automated upsell prompts for room upgrades or services, they lack the personal touch and contextual recommendations that experienced front desk staff provide.
• Limited for non-tech-savvy guests: Elderly travelers or those unfamiliar with technology may find the process confusing, requiring staff support that partially offsets efficiency gains.

Key takeaways

• Contactless check-in delivers convenience, speed, and 24/7 accessibility while freeing staff for higher-value guest interactions.
• Implementation requires attention to cybersecurity, backup systems for tech failures, and support for less tech-savvy guests.
• Balance automation benefits with the need for personalized service and upselling that human interaction provides.

What are good mobile hotel check-in solutions?

Multiple mobile check-in solutions exist in the market, each with distinct features, capabilities, and trade-offs. Below we examine three main types to help you determine which best suits your property.

Web-based solutions

These solutions don’t require users to install anything. Guests simply click a link from an email, and the check-in process begins. Web-based solutions are easy to implement with low upfront costs in both time and money. Many PMS vendors offer this functionality, though specialized third-party providers are also available.

Advantages:

• Minimal setup with no extensive training or system overhauls needed
• Intuitive for guests, working directly through web browsers
• Universally compatible across devices and operating systems
• Cost-effective for hotels modernizing their guest experience

Considerations:

• Typically cannot support keyless room entry without additional integrations, an increasingly expected feature
• Require guest email addresses, which can limit adoption among privacy-conscious travelers
• Can be paired with lobby kiosks to provide alternative check-in methods

Check-in kiosks

Many hotels opt for kiosks due to guest familiarity from airport experiences and their visible lobby presence. These self-service stations generally work well once guests are directed to them.

Advantages:

• Efficiently dispense physical key cards
• Accessible for guests without email addresses or those preferring not to use digital solutions
• Verify physical guest presence at the property, adding security
• Provide a tangible check-in alternative

Considerations:

• Single kiosks offer limited convenience advantages over traditional check-in, especially when queues form during peak periods
• High initial investment in hardware and software
• Ongoing maintenance costs exceed simpler digital solutions
• Guests still travel to the lobby, adding a touchpoint that contactless-focused travelers may want to avoid
• Primarily benefit hotel operations rather than guest convenience

Mobile app-based solutions

Hotel mobile check-in apps offer dynamic, interactive guest experiences with visual interfaces and offline functionality, ensuring operation even in areas with poor connectivity. These apps can enable keyless entry, allowing guests to unlock room doors with their phones—adding significant convenience and modernity to their stay.

Challenges:

• Significant adoption barrier: guests must download and install software, which 38% never use during their stay according to J.D. Power research
• Phone compatibility issues may arise with older or incompatible devices
• More complex setup for both hotels (implementation) and guests (usage) compared to web-based alternatives

This barrier doesn’t eliminate apps as an option. Large hotel chains with established loyalty programs may find dedicated apps worthwhile for engaging repeat guests.

Ultimately, solution selection depends on multiple factors beyond features and pricing. Your PMS’s API capabilities and door lock technology often determine which options are viable for your property.

Key takeaways

• Web-based solutions offer the lowest implementation barrier with universal compatibility but typically require additional integrations for keyless entry
• Kiosks efficiently dispense key cards but primarily benefit operations rather than guest convenience and require high upfront and ongoing costs
• Mobile apps provide the richest guest experience with offline functionality and keyless entry but face adoption barriers with 38% of guests never using them during stays