Checking in to a hotel at a self-service kiosk?

[Mattg]

I just checked in at Ibis Melbourne Central and was surprised that the default option is now a kiosk, rather than talking to a person.

I entered my name into the kiosk and it came up with my details, asked me to swipe my credit card and printed out a receipt & room key. The machine even tried to upsell me breakfast for $150 (I’m only staying 2 nights - no thanks at that price )

I haven't seen this before at a hotel that wasn't something like a capsule hotel. Is this a new trend and what do AFF members think of it?

 

[yachty]

When the Sofitel Wentworth refurb finishes in Sydney it will also have self-service kiosks. I think for an Ibis hotel it makes sense, for a more upmarket brand it doesn't seem aligned with guest expectations.

I would rather app check-in with mobile keys, maintaing the front desk as normal for those who want or need it. As yet I have not found a hotel where mobile check-in reliably works. I've always needed to visit the front desk and fill everything out all over again.

Nothing beats Accor's "online check-in" though, where it asks for your ETA then tells you to go to the desk anyway. Why bother.

 

[RooFlyer]

I haven't seen this before at a hotel that wasn't something like a capsule hotel. Is this a new trend and what do AFF members think of it?

The Atura at ADL has had this for a while. I loath it. The Atura also has quite an aggressive 'check-in-online' (as in, multiple e-mails). I like to check where the room they've allocated me is, especially relative to noise sources, so never do this.

The staff at the 'check-in' are always good, though.

 

[flyingfan]

I've been to some hotels where they had both kiosks and staff - I would have been happy to try the kiosk especially if it didn't mean waiting in line but usually the staff have offered to do an 'in person' check in anyway.

I couldn't get the kiosk to work at Ibis Styles Melbourne Airport and a human had to intervene anyway.

In theory I'd be happy to use a kiosk again if it saves lining up, like at some fast food joints I frequent. Definitely agree a kiosk would feel wrong at an upmarket and premium brand.

 

[k_sheep]

Stayed at SIN Swissotel the Stamford earlier this year. They had horrible self service check in computers that even the roaming helper staff couldn't figure out how to use (and 2 guests I were staying with are professional IT nerds so not user error). Finally got in to the booking and it pooped itself because I'd booked 2 rooms.

Horrible experience.

 

[trendwhore]

More kioks the better! As long as they work and there are no issues

 

[zig]

I tried kiosk check in and check out at Rydges Sydney Airport. Both failed to work and I had to use the staff desk on both occasions.

 

[RooFlyer]

I tried kiosk check in and check out at Rydges Sydney Airport.

Ugh. Experience coming up this weekend.

 

[UP4014]

Stayed in Darling Harbour at the Aiden which I think is an upmarket best western.

They had a kiosk check it was rubbish and didn’t work. A staff member came over to assist and it didn’t work for her either so I told her it was rubbish and would stay elsewhere next time.

If I have a choice will always use a manned desk.

 

[drron]

Quit e common in Japan and has been like it even before Covid. You get used to it. Although in japan they often insist on no checkin before 3PM even at a kiosk.

 

[Scarlett]

If they are anything like the ridiculous airport ones then my response is a resounding GF!
Employ people.

 

[MARTINE]

Quit e common in Japan and has been like it even before Covid. You get used to it. Although in japan they often insist on no checkin before 3PM even at a kiosk.

I have only dealt with humans in japan
Ok - if all works well and basic booking but where is the human touch
I like to ask Q’s - eg where is breakfast room/restaurant recommendations etc ie like they want me there. When I pay a lot for a hotel I expect them to show me the room and value me as a customer/engage.
I get that quick business trips may be OK for self-serve but those days are over for me
If they expect me to do the hotel’s work - offer a 50% discount for doing their job - and I will still go elsewhere.

 

[dajop]

I think if there's a choice of a check in desk and a kiosk, that can be quite positive. Kiosk only, not so much. I've been to a hotel in Norway where there was both, there were 2-3 people queued to check in at the desk, we went to the machine and on our way to the room before the next person in the queue was served. Could be especially useful at airport hotels with shuttles, if you're last off the shuttle it can be a long wait.

Also is thread showing the predominant AFF demographic?

 

[Gold Member]

$150 for breakfast at an IBIS? Tell ‘em they’re dreamin.

 

[serfty]

I'll use a kiosk when appropriate.

Will a kiosk offer complimentary late check out for a statused guest?

 

[Mattg]

I'll use a kiosk when appropriate.

Will a kiosk offer complimentary late check out for a statused guest?

It did not...

(And it knew I'm a Gold member as it showed this on the first screen.)

When I arrived in the room, there was a letter on the bed from the hotel's manager "personally welcoming me" as Accor Gold. Yet I have to say, the arrival didn't feel personal, nor welcoming, as I didn't see or speak to a single staff member.

At least the kiosk worked!

 

[VPS]

Ugh. Experience coming up this weekend.

Good luck with that. I was going to write up my rant about that.

Because I shorten my christian name I can never remember what I've used as the name for that company. It was a touch screen rather than a keyboard (a keyboard would have been better IMHO) and the woman who was 'helping' was really snotty. I had been travelling for about 30 hours by the time I go there and it was the last thing I needed.

They had no idea about my F&B credit (and I had to get them to take it off the following morning when they added it back again) I just wanted one glass of wine but had a $20 credit so ended up buying a beer for some guy in the bar just to use it up. There was also some garbage about the misunderstanding because I should have had food with my alcohol.

The CitizenM all have self check in but they have lots of people around to help and you can ask questions about room location and they will help you change or choose the best room.

Personally I am not a fan but I get it in a cheaper hotel and Rydges certainly wasn't cheap.

If they have plenty of floating helpers then it's not so bad

 

[SYD]

Stayed at SIN Swissotel the Stamford earlier this year. They had horrible self service check in computers that even the roaming helper staff couldn't figure out how to use (and 2 guests I were staying with are professional IT nerds so not user error). Finally got in to the booking and it pooped itself because I'd booked 2 rooms.

Horrible experience.

They had those pre Covid - in an attempt to manage the sheer number of guests (it’s a BIG hotel). Yep, they’re not great.

Kind of obsolete now with online checkin and vCard on your phone.

 

[Oceanic]

I dislike the self-service kiosk check-in. I experienced this in Amsterdam years ago. Had issues using them, then to wait for assistance. I want to be SERVED! Treated as a guest. I enjoy that repour at checking in, the frequent upgrades, quite often there are questions I want to ask, a cold faceless kiosk cannot do that.

 

[DC3]

... I want to be SERVED! Treated as a guest …

AGREED