Technology

American travelers loving app, kiosk for hotel check in

Photo: Adobe Stock

June 19, 2025

A near majority of American travelers, 70%, are using an app or a self-service kiosk instead of the traditional front desk when it comes to checking into a hotel.

The number is even higher, 82%, among Gen Z travelers, according to a Mews System-commissioned research report conducted by market research company Talker Research.

The report, based on a survey of 2,000 U.S. travelers, also revealed frustrations with traditional hotel operations including long check-in processes, limited flexibility and outdated service models, according to a press release on the findings. Mews is a kiosk provider founded by Richard Valr.

"I founded Mews to transform the traditional hotel experience by eliminating the reception desk to allow staff to engage more personally with guests," Valtr said in the release. "Kiosks drive 25% higher upsells in our hotels today. Waiting in the lobby queue is simply not a hospitable experience for today's travelers, it's another example where if the technology works, guests value convenience over tradition."

Additional findings include:

• Nearly 80% of guests most likely to return to a hotel cite personalized amenities as the reason, with the sentiment strongest among Gen Z travelers (89%).
• 93% of travelers are willing to share personal data in order to improve their experiences with hotels, including details on preferred check-in/out times (60%), gender preferences (49%), food and beverage choices (48%), age (47%) and desired amenities and activities (46%).