In todays fast-paced, digital-first world, online check-in has become a cornerstone of modern hospitality. From the time of booking to the time of arrival, guests anticipate smooth and occasionally frictionless experiences. For hotels and holiday rentals, making the online check-in process as easy as possible is not just a convenience, it’s a competitive advantage.
In this article, we will explore actionable tips to make online check-in easier for both guests and hosts, which in turn will improve satisfaction and streamline operations as a whole.
Why does Online Check-in matter in Hospitality
Online check-in is more than the newest trend, it is a necessity. With the rise of mobile technology as well as changing guest expectations, digital check-in solutions help reduce wait times and offer a smoother arrival experience. Hotels, resorts and short-term rentals that have optimised this process often see higher guest satisfaction scores, better reviews and increased loyalty.
Let’s dive into the best practices and tips to ensure your guests breeze through check-in with total ease.
Tips to make online check-in seamless and effective
1. Communicate Clearly and Early
One of the most common pain points for guests is unclear instructions. To make online check-in easier:
- Send pre-arrival emails or SMS: Provide clear, concise instructions on how to access the online check-in portal.
- Include step-by-step guides: Use visuals or short videos to walk guests through the process.
- Highlight advantages: Stress the ease, quickness, and security of online check-in.
Example:
“Dear (Guest Name), your stay is just around the corner! To save time upon arrival, please complete your online check-in using the link below. It only takes a few minutes!”
2. Minimise Required information
Guests appreciate efficiency, therefore, only ask for essential information during online check-in, including:
- Name and contact details
- ID or passport (if required)
- Payment or pre-authorisation (if not already completed)
Avoid requesting unnecessary details that can slow down the process and impact the guest experience. However, make sure you are collecting all the information to comply with local regulations.
3. Offer flexible Check-in Options: Check-in Scan
To further streamline the online check-in process, consider using a dedicated solution like Check-in Scan.
- Check-in Scan simplifies the online check-in process, saving you time and improving guest satisfaction.
- Check-in scan offers automated ID verification, secure data storage and compliance with local regulations.
- They can integrate seamlessly with existing systems such as PMS, Smart locks and Intercoms
- They offer simple, step by step check-in which will avoid overwhelming guests with too many fields or complex navigation on their smartphones and tablets.
- Multilingual support: Can cater to international guests by offering multiple language options.
Not all guests are tech-savvy or have the same preferences, providing the opportunity to check in via web, mobile app or even a kiosk in the lobby can greatly improve the guest experience.
4. Automate Confirmation of booking and next steps
Once guests complete online check-in, send an immediate confirmation with clear instructions for arrival.
- Digital room keys or codes
- Directions to the property or parking information
- Contact details for on-site staff
- FAQs or links to guest services
Automation not only reassures guests but also reduces the workload for the front desk team.
5. Personalise the experience
Personalisation goes a long way in hospitality. Use the online check-in process to:
- Address guests by name
- Offer room upgrade options or add-ons (e.g., breakfast, spa, late checkout)
- Share tailored recommendations for local attractions or dining
This personalised touch can turn a routine check-in into a memorable start to the guest’s stay.
6. Ensure Accessibility and Inclusivity
Make sure your online check in platform is accessible to all guests, including those with disabilities.
- Screen reader compatibility
- High-contrast text and large buttons
- Simple language and clear instructions
Accessibility is not just a good practice any more but an essential for compliance and guest satisfaction.
7. Gather feedback and use it to continuously improve
After guests complete their online check-in, invite them to share feedback on the process. Use surveys or quick polls to identify areas for improvement. Regularly review this feedback and update your process to address any issues that may be present.
8. Train your staff
Even with the best technology, your team plays a crucial role in guest satisfaction. Train staff to:
- Assist guests with online check-in questions
- Troubleshoot technical issues
- Encourage guests to use digital check-in for future stays
- Empowered staff can turn potential frustrations into positive experiences.
9. Promote Online Check-in Across channels
Maximise adoption by promoting online check-in on your website, booking confirmation, social media and at the property itself. Use clear calls to action and highlight the benefits to encourage guests to use the service.
10. Troubleshooting and support
Anticipating and addressing potential issues can greatly enhance the guest experience.
- FAQ Section: Create a frequently asked questions (FAQ) section to address common concerns.
- Contact information: Provide easy-to find support contact details, including your phone number and email address
- Prompt response: Offer a quick response to any guest inquiries or issues.
Making Online Check-in Effortless for every guest
A seamless online check-in process is a win-win for both guests and hospitality providers. By choosing the right technology, communicating clearly, minimizing friction, and personalizing the experience, you can make online check-in easier and more enjoyable for everyone.
For hosts seeking to further enhance their digital check-in process, exploring dedicated tools such as Check-in Scan can help automate compliance, improve efficiency and deliver a consistently positive guest experience. Leveraging the right technology empowers you to focus on what matters most.
If you are a Stasher client looking to streamline your guest check-in process, you can benefit from a 15% discount on your Check-in Scan subscription. Simply use the code “STASHER15” at registration.
