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The Latest Word on Check-In Kiosks

August 22, 2006 at 3:02 PM | 0 Comments

The NY Times reported that check-in kiosks still have some kinks to work out but that more and more hotels seem to be adopting the technology as a way to decrease check-in time. This seems to be a change from last year when they were still called "Dust Collectors."

We decided to investigate what hotel guests have to say about these gadgets on TripAdvisor. One guest at the Hyatt Regency Minneapolis said check-in time with the kiosk was less than 60 seconds.

The kiosk at the Stratosphere in Las Vegas saved some guests from the horribly long lines at the front desk but still couldn't make the rooms in the hotel any nicer.

At the Embassy Suites in St. Louis a guest used the kiosk and gave a detailed description of the experience:

We were booked into the Embassy for two days of meetings in late June. I used the computer kiosk to check-in but there were plenty of staff at the front desk as well. By using the kiosk, I was able to pick a room from open inventory which, while not my first choice, met my needs and was available immediately. Unless there is a line at the front desk, I think that checking in with a person is actually faster.

However, guests at the Twelve Hotel in Atlanta found the check-in kiosk at this hotel didn't work. Another guest at the Hilton New York went several steps into the kiosk-process only to have the machine tell her to see the front desk, proving that sometimes humans can do the job better.

So far, the bigger chains like Hyatt, Hilton, Sheraton, and Embassy seem to be the ones who are somewhat successfully employing these kiosks. Marriott's also getting in on the game by testing wireless check-in from handheld devices. But with hotels constantly competing  with each other for better service and staff, technology may not be the answer here, especially if the machines can't help you get a better room.

Image via Thomas Fuchs/NY Times

Related Stories:
· Go Directly to Your Room Key! Pass the Desk! [NY Times]
· Check-in Kiosks reviews [TripAdvisor]
· Marriott Testing Smartphone Check-In [HotelChatter]
· The return of the 'Dust Collectors' [HotelChatter]