Learn how to get more guests to check-in in your hotel mobile app. Discover how to attract guests with a contactless check-in system and enhance their experience.
Learn how to get more guests to check-in in your hotel mobile app. Discover how to attract guests with a contactless check-in system and enhance their experience.
You've installed the technology. The mobile check-in is great. But just 30 percent of your guests are using it.
Sound familiar?
Your technology is not the problem — your guests' psychology is. The majority of hotels invest in a mobile check-in system, however they overlook the very human aspects that encourage one to adopt.
The result? Pricey technology that collects dust as guests continue checking in at your front desk regardless.
This handbook exposes the psychological triggers and actionable measures that transform mobile check-in from an overlooked feature to your guests' adopted check-in system.
Mobile check-in lets guests check in at the hotel using their own device such as a smartphone or tablet. They confirm identity, choose rooms, pay and get a digital key — all before even arriving at your property.
The technology removes front desk logjams while offering guests full control over when they arrive.
Recent research indicates that 82% of Gen Z travelers are now even more likely to choose self-service options, and that more than half of all travelers, 54%, would like contactless check-in to be here to stay. However, many hotels face challenges in driving high levels of adoption.
The disconnect isn't technological—it's psychological.
A lot of people are concerned with safety when submitting ID documents or payment details via mobile apps.
Solution: Show off the security certifications that your app has 俣which is for sure, if you did not slack off in the security department中very prominent. Employ phraseology such as "bank-level encryption" and "your data is safe." Display Trust Badges of payment processors, such as Stripe or PayPal.
Older guests in particular are concerned they aren't going to understand the technology.
Solution: Make a 1-minute video walking through the process in baby steps. Email it to guests 24 hours before their arrival with the email subject line: "Skip the lobby line — check in from anywhere."
Visitors are afraid of getting stranded if the tech fails.
The solution. Always do a Mix of both. Integrate in-app messaging: "Caught in a jam? Text our front desk at [number] or stop by the lobby. We're here 24/7."
Also Read: Complete Guide to Contactless Check-in Hotel: Change Your Guest Experience in 2025
Driving adoption means knowing the behavior of guests. These are the psychological triggers that seem to be effective:
Introduce mobile check-in as baseline, not alternative. In your confirmation emails, open with: "Your mobile check-in is available" with "or check in at the front desk if you'd like."
Work the adoption data into your communications: "Be one of the 73% of our guests checking in with your phone to skip the lobby line.
Frame the benefit: "Check-in in 90 seconds from your car" vs. generic messaging like "Convenience."
Also Read:
Then send an email with the subject line: "Your room is almost ready—check in now"
Include:
For guests who have not already been able to do mobile check-in, a friendly reminder:
"Arriving tomorrow? Your mobile check-in spares you 15 minutes at the front desk. Do it now in 2 minutes."
You can also add a basic visual for those 3 steps (1: Upload ID → 2: Confirm details → 3: get digital key.
Include QR codes at major entry points so visitors can do a mobile check in. Teach train valet staff to say: "You can check in from your vehicle while we take care of your luggage."
The process of checking in on your mobile phone, no matter what you're checking into, ought to require no more than three taps:
A few more steps, and adoption plummets.
Show visitors where they are in the process. Use a clearly labeled percentage-based progress bar ("Step 2 of 3: ID Verification," etc.).
Rather than presenting users with error messages following a mistake, preempt those mistakes. For ID uploads, display an overlay with the correct position before the user snaps the photo.
Your team needs to advocate for mobile check-in, not simply accept it. Teach them to present it proactively: "I can check you in now on your phone, it'll take about 2 minutes."
Make sure your mobile check-in solution speaks to your property-management system in real time. Guests should be able to see their room assignment immediately without having to wait for manual updates.
Always have contingencies. If mobile check-in doesn't work, employees must be able to do this manually in less than 3 minutes without making the guests feel like they were wrong to choose mobile.
Also read: Implementing Contactless Check-in Hotel Full Guide 2025
Leading hotels achieve:
Such properties experience tangible benefits for mobile check-in adoption:
It provides prime upselling opportunities through mobile check-in where guests are most connected:
Hotels report significant savings:
Also Read: Hotel Mobile Check-in Guide 2025: Innovate guest experience and increase your revenue!
Incentivize: Provide incentives for the first time mobile check-in:
Create urgency and excitement:
Tailor your approach:
These are some of the most recent mobile systems to check-in:
Modern systems seamlessly connect with:
Don't request details you already possess. For those of your guests who booked directly, you have all their preferences on file — don't make them enter them anew.
Make sure your mobile check-in works for guests with disabilities. Provide compatibility with screen readers and the ability to use large text.
And have a plan for guests without smartphones or access to a strong signal. Social TV in the lobby kiosk These are some of the gaps which lobby kiosks can fill.
Don't obscure what mobile check-in entails (and what it doesn't). Create clear expectations with regard to timing, requirements and support.
Automate immediate confirmations on all stages. Once guests submit their ID, confirm right away: "ID verified—you're good to go for arrival.
A signal that helps is at hand. Include prominent "Need Help?" buttons that link to live chat or phone support.
It's a start." Mobile check-in is only the beginning. Forward-thinking hotels are already implementing:
From mobile keys to voice-controlled room amenities, the guest journey overall is going touch-free.
AI systems that predict a guest's needs and customize experiences ahead of time.
Mobile check-in integration with ride-sharing apps, airline systems, local attraction bookings for complete curation of travel.
The winners of the mobile check-in game aren't just introducing new technology here and there — they're rethinking what the entire guest arrival experience can and should be.
They know mobile check-in is not about doing away with human contact. It's all about removing friction so your staff can concentrate on making memories instead of handling paperwork.
The adoption of mobile check-in isn't only driven by having the technology, it's about making the experience so slick guests won't want to go back to traditional check-in.
Those hotels that get this balancing act right will benefit from higher guest satisfaction, lower operating expenses and a competitive advantage in the digital-first world of hospitality that we now live in.
Your guests are ready. Your technology can be ready. The question is: do you want to change what people feel when they check into your hotel?
And remember, every guest who opts into mobile check-in is a guest that begins their stay with a great, contemporary experience. In today's competitive hospitality industry that first impression is what paves the way for everything that's to come.
Wanting to create or enhance your hotel's mobile check-in offer? Choose a technology partner that makes adoption easy and creates a seamless experience for your guests.
Learn how to get more guests to check-in in your hotel mobile app. Discover how to attract guests with a contactless check-in system and enhance their experience.
You've installed the technology. The mobile check-in is great. But just 30 percent of your guests are using it.
Sound familiar?
Your technology is not the problem — your guests' psychology is. The majority of hotels invest in a mobile check-in system, however they overlook the very human aspects that encourage one to adopt.
The result? Pricey technology that collects dust as guests continue checking in at your front desk regardless.
This handbook exposes the psychological triggers and actionable measures that transform mobile check-in from an overlooked feature to your guests' adopted check-in system.
Mobile check-in lets guests check in at the hotel using their own device such as a smartphone or tablet. They confirm identity, choose rooms, pay and get a digital key — all before even arriving at your property.
The technology removes front desk logjams while offering guests full control over when they arrive.
Recent research indicates that 82% of Gen Z travelers are now even more likely to choose self-service options, and that more than half of all travelers, 54%, would like contactless check-in to be here to stay. However, many hotels face challenges in driving high levels of adoption.
The disconnect isn't technological—it's psychological.
A lot of people are concerned with safety when submitting ID documents or payment details via mobile apps.
Solution: Show off the security certifications that your app has 俣which is for sure, if you did not slack off in the security department中very prominent. Employ phraseology such as "bank-level encryption" and "your data is safe." Display Trust Badges of payment processors, such as Stripe or PayPal.
Older guests in particular are concerned they aren't going to understand the technology.
Solution: Make a 1-minute video walking through the process in baby steps. Email it to guests 24 hours before their arrival with the email subject line: "Skip the lobby line — check in from anywhere."
Visitors are afraid of getting stranded if the tech fails.
The solution. Always do a Mix of both. Integrate in-app messaging: "Caught in a jam? Text our front desk at [number] or stop by the lobby. We're here 24/7."
Also Read: Complete Guide to Contactless Check-in Hotel: Change Your Guest Experience in 2025
Driving adoption means knowing the behavior of guests. These are the psychological triggers that seem to be effective:
Introduce mobile check-in as baseline, not alternative. In your confirmation emails, open with: "Your mobile check-in is available" with "or check in at the front desk if you'd like."
Work the adoption data into your communications: "Be one of the 73% of our guests checking in with your phone to skip the lobby line.
Frame the benefit: "Check-in in 90 seconds from your car" vs. generic messaging like "Convenience."
Also Read:
Then send an email with the subject line: "Your room is almost ready—check in now"
Include:
For guests who have not already been able to do mobile check-in, a friendly reminder:
"Arriving tomorrow? Your mobile check-in spares you 15 minutes at the front desk. Do it now in 2 minutes."
You can also add a basic visual for those 3 steps (1: Upload ID → 2: Confirm details → 3: get digital key.
Include QR codes at major entry points so visitors can do a mobile check in. Teach train valet staff to say: "You can check in from your vehicle while we take care of your luggage."
The process of checking in on your mobile phone, no matter what you're checking into, ought to require no more than three taps:
A few more steps, and adoption plummets.
Show visitors where they are in the process. Use a clearly labeled percentage-based progress bar ("Step 2 of 3: ID Verification," etc.).
Rather than presenting users with error messages following a mistake, preempt those mistakes. For ID uploads, display an overlay with the correct position before the user snaps the photo.
Your team needs to advocate for mobile check-in, not simply accept it. Teach them to present it proactively: "I can check you in now on your phone, it'll take about 2 minutes."
Make sure your mobile check-in solution speaks to your property-management system in real time. Guests should be able to see their room assignment immediately without having to wait for manual updates.
Always have contingencies. If mobile check-in doesn't work, employees must be able to do this manually in less than 3 minutes without making the guests feel like they were wrong to choose mobile.
Also read: Implementing Contactless Check-in Hotel Full Guide 2025
Leading hotels achieve:
Such properties experience tangible benefits for mobile check-in adoption:
It provides prime upselling opportunities through mobile check-in where guests are most connected:
Hotels report significant savings:
Also Read: Hotel Mobile Check-in Guide 2025: Innovate guest experience and increase your revenue!
Incentivize: Provide incentives for the first time mobile check-in:
Create urgency and excitement:
Tailor your approach:
These are some of the most recent mobile systems to check-in:
Modern systems seamlessly connect with:
Don't request details you already possess. For those of your guests who booked directly, you have all their preferences on file — don't make them enter them anew.
Make sure your mobile check-in works for guests with disabilities. Provide compatibility with screen readers and the ability to use large text.
And have a plan for guests without smartphones or access to a strong signal. Social TV in the lobby kiosk These are some of the gaps which lobby kiosks can fill.
Don't obscure what mobile check-in entails (and what it doesn't). Create clear expectations with regard to timing, requirements and support.
Automate immediate confirmations on all stages. Once guests submit their ID, confirm right away: "ID verified—you're good to go for arrival.
A signal that helps is at hand. Include prominent "Need Help?" buttons that link to live chat or phone support.
It's a start." Mobile check-in is only the beginning. Forward-thinking hotels are already implementing:
From mobile keys to voice-controlled room amenities, the guest journey overall is going touch-free.
AI systems that predict a guest's needs and customize experiences ahead of time.
Mobile check-in integration with ride-sharing apps, airline systems, local attraction bookings for complete curation of travel.
The winners of the mobile check-in game aren't just introducing new technology here and there — they're rethinking what the entire guest arrival experience can and should be.
They know mobile check-in is not about doing away with human contact. It's all about removing friction so your staff can concentrate on making memories instead of handling paperwork.
The adoption of mobile check-in isn't only driven by having the technology, it's about making the experience so slick guests won't want to go back to traditional check-in.
Those hotels that get this balancing act right will benefit from higher guest satisfaction, lower operating expenses and a competitive advantage in the digital-first world of hospitality that we now live in.
Your guests are ready. Your technology can be ready. The question is: do you want to change what people feel when they check into your hotel?
And remember, every guest who opts into mobile check-in is a guest that begins their stay with a great, contemporary experience. In today's competitive hospitality industry that first impression is what paves the way for everything that's to come.
Wanting to create or enhance your hotel's mobile check-in offer? Choose a technology partner that makes adoption easy and creates a seamless experience for your guests.
We work closely with the industry leaders to offer seamless solutions
We’re here to help your whole team stay ahead of the curve as you grow.
Get up and running quickly with a personalized onboarding plan
Connect with real people who really get it, 24/7
Checkout our vast library of fee resources, templates and more
There's only so much we can say — so let us show you! Schedule a demo today and reach your business goals.
.png){kind=icon}
