The Shift to Self-Check-In Hotels: A New Era for Travelers

In a world increasingly driven by technology, it's no surprise that the hospitality sector is evolving as well. Recent research commissioned by Mews highlights a significant trend: an overwhelming 70% of American travelers now prefer to bypass the traditional hotel front desk in favor of self-check-in methods using apps or kiosks. This shift is even more pronounced among Gen Z travelers, with 82% stating a preference for digital check-in solutions.

The Growing Preference for Self-Service

According to a survey conducted among 2,000 U.S. travelers, the inclination toward self-service check-in is fueled not just by convenience but also by an increasing demand for enhanced customer satisfaction and loyalty. Many travelers report frustrations with the outdated systems prevalent in many hotels today. Specifically, 82% of current hotel loyalty members experience pain points such as long waiting times, inflexible processes, and poor service quality that fails to meet modern expectations.

Richard Valtr, the founder of Mews, noted, "I founded Mews to transform the traditional hotel experience by eliminating the reception desk. This change allows hotel staff to engage more personally with guests, thereby enhancing their overall experience. Since incorporating Mews Kiosks across U.S. hotels, we have observed that 30% of guests opt for kiosk check-in, which significantly reduces wait times and allows staff to focus on providing exceptional service once guests have checked in."

U.S. Hotels Leading in Digital Adoption

Mews data show U.S. hotels are at the forefront of this digital transformation. In fact, they are exceeding global benchmarks for self-service. While 30% of guests at kiosk-enabled hotels check in through Mews Kiosk in the U.S., the global average stands at only 20%. Additionally, the use of the Mews Guest Portal for online check-ins in the U.S. has reached 10.5%, which is substantially higher than the global average of 8.6%.

The benefits of this self-service movement are not just limited to efficiency. Guests using self-service kiosks are also three times more likely to purchase upsell options, contributing to nearly 70% more revenue per check-in than their counterparts who utilize the front desk.

A Focus on Personalization

The survey findings underscore that many guests who prioritize a return visit to a hotel cite personalized amenities as a driving factor. Among respondents, almost 80% emphasized the importance of tailored experiences, with an impressive 89% of Gen Z travelers expressing the same sentiment. Furthermore, 93% of travelers indicated they were open to sharing personal data, which could allow hotels to better cater to individual preferences, including check-in and check-out times, dietary needs, genders, and preferred activities.

Annajane Guzel, Global Director of Brand Marketing at Generator, highlighted the transformative potential of enhanced guest experiences through technology. "Our self-check-in kiosks at Generator locations, such as in Miami, play a crucial role in creating an efficient guest experience. They allow travelers to bypass the reception desk altogether and dive straight into what they love about Generator—whether that’s immersing themselves in local activities or unwinding by the pool with a drink."

Conclusion: Embracing a Digital-First Future

Valtr concluded the discussion with a clear message: "Travelers have indicated that frictionless convenience has become the new standard. This transition doesn’t mean eliminating human interaction; rather, it enables both guests and hotel staff to foster more meaningful experiences and connections. Hotels willing to embrace this digital evolution will likely find favor among tomorrow's most valuable guests." With a robust push towards self-check-in systems and advances in personalization, hotels are clearly moving toward a future that prioritizes flexibility, operational excellence, and exceptional guest experiences.

This survey was conducted between April 25 and May 2, 2025, by market research company Talker Research and is based on responses from American adults aged 18 and older who traveled in the previous year. Mews continues to set industry standards as a leading platform for hospitality innovation, powering operations for over 12,500 customers in 85 countries. The company's ability to blend technology with service excellence positions it uniquely amid the shifting tides of the hospitality landscape.