First Impressions Matter More Than You Think
What happens when your contactless guest experience lacks a strong first impression?
Staff Fighting Your Tech: When you create friction at any point during check-in you risk abandonment, pre‑stay upsell potential, wasted labor to the front desk, and raising net operating costs. Staff end up fighting your systems instead of elevating the warm welcome your guests want.
Losing Brand Integrity: A generic pre‑arrival flow that's treated as a transaction suppresses your opportunity to show the guest you know them. Without a connected brand experience during check-in that recognises the guest alongside their loyalty, you outright weaken revenue opportunities.
A Weakened Tech Stack by Design: Without a tech stack that acts like a platform because it was designed to be so at the onset, you increase the rate of failures like ID verification issues, chargeback exposure, and failed payment capturing for pre-auths. That means refunds, disputes, bad reviews, and higher acquisition costs before a single night posts.
What are global leaders doing?
They aren't looking at tech in isolation anymore...
Better Context = Better Content
Leaders in the space deeply understand the valuable opportunity to start digital guest engagement early. By leveraging contextual information in each guest's profile, the best hoteliers are using a singular platform of contactless technology to push out branded recognition, context-based upsell offers, and more in a consistent and meaningful way.
Segmentation Is as Important as Timing
Smart hoteliers now connect their digital check-in directly to guest engagement platforms, capturing data that lets them deliver the right offers to the right segmentation of guests. This shifts guest relationships from broadly generic transactions to meaningful connections, driving better service and repeat bookings through earned trust.
Letting Guests Decide the Terms
Hotels that understand their guests know people want hospitality technology that doesn't force their experience. Guests need options and flexibility to decide on their terms. This is why the most profitable hotels offer check-in, payment collection, and ID verification whether guests prefer the front desk, branded app, or web browser on their phone.
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What will you learn about contactless experiences?
