Guest check-in is more than a formality; it’s the heartbeat of the guest experience. From the moment someone walks through the door (or taps “check in” on their phones), every second counts toward shaping their first impression.
NB: This is an article from RMS
Subscribe to our weekly newsletter and stay up to date
Traditional vs. modern hotel check-in procedures
For decades, check-in followed a familiar pattern. Guests arrived, waited in line at the front desk, handed over their ID, filled out registration cards, and waited for keys to be programmed. It was personal – but often slow.
Today, you can offer something streamlined and modern. Many hotels now blend hospitality with automation, so you spend less time on admin and more time engaging guests. They can check in remotely, confirm booking details online, sign electronically and receive mobile key – all before they arrive. Digital ID checks are available in some regions too.
In places like Japan, digital check-in has become fully automated. Around 80% of travelers say they’re willing to stay at a hotel with a completely automated front desk or self-service kiosk. Instead of queuing at reception, guests simply scan a passport or QR code, confirm their details and receive instant room access. Your property management system (PMS) updates in real time, eliminating manual data entry.
Step 1: Define your check-in policies clearly
Every property needs clear hotel check-in policies to manage guest expectations and maintain consistency.
Key areas to address
- Identification requirements: Ensure compliance with local laws while offering digital verification where possible.
- Deposit and payment policies: Outline accepted payment methods, deposits, and refund terms. Be clear about any local charges such as accommodation taxes, tourist fees, or city levies, so guests aren’t surprised at checkout.
- Cancellation and no-show rules: Reduce disputes by communicating terms in pre-arrival messages.
- Check-in and checkout timing: Set your standard hours but use automated notifications to offer flexibility.
For example, if a room is ready early, guests can be notified instantly and check in ahead of schedule. Likewise, automated messages can offer late check-out when availability allows or reminds guests to request changes with one tap. - Remote and online check-in: Offer self-check-in options while maintaining security standards.
Clear, consistent policies not only protect your business but also create transparency, leading to fewer misunderstandings and smoother arrivals.
