Our frequently asked questions are here to provide you with answers to common questions that anyone looking to add mobile hotel check-in and hotel kiosk technology to their property is asking. The Virdee team is always here for you to consult and answer any additional questions you may have about your potential virtual reception. Just contact us. We look forward to helping!
Hospitality basics
Proptech is short for "property technology" and is also known as "real estate technology." It encompasses hardware and software that has the goal of improving how business is done. This can include (but is not limited to) improving staff efficiency, making property management easier, increasing guest/tenant/customer satisfaction, reducing costs, and increasing revenue.
A mobile key is a lock key that exists on a mobile phone within an app. With current technology and security requirements, nearly all mobile keys require some kind of app to house the key.
Mobile key uses Bluetooth technology to send a signal to the door to unlock. This is different from a wallet key, which is a type of mobile key.
Wallet keys are relatively new to the industry and are very similar to mobile keys. They are housed exclusively in the wallet app of the phone (example: Apple Wallet).
They differ from general mobile keys in that they use NFC technology. This has certain benefits like being able to unlock a door without opening an app or even unlocking the phone, if security settings permit.
Hotels use various types of technology:
- Magnetic stripe (magstripe): These are older, and keys have a black stripe along the length of the card. The door is unlocked by sliding the key into the mechanism.
- Radio Frequency Identification (RFID): These are the most common locks at newer hotels. They use thicker plastic cards that unlock the door by holding the card up to the lock.
- Bluetooth: Some RFID locks have Bluetooth functionality added, which allows phones to unlock doors via an app.
Hotel check-in kiosks
Two reasons have driven the increased need for hotel check-in kiosks and apps.
- Hotels are continuing to experience staffing shortages and are having a hard time staffing the front desk. This is leading to frustrated guests, lower satisfaction scores, and lower revenue.
- Guests' demand for self-directed hotel interactions has been increasing steadily and was significantly accelerated by the pandemic. They expect the ability to decide for themselves how they interact with a hotel.
In addition to mobile web and app options, kiosks provide redundancy and an in-lobby presence. They solve for problems like lockouts without requiring staff to be on-site.
Self check-in kiosks allow guests to check-in on their own, without requiring the usual help of front desk staff.
Self check-in kiosks provide three key benefits:
- Higher guest satisfaction thanks to eliminating long waits at check-in and giving guests the ability to self-direct the check-in process
- Staffing flexibility with the ability to move staff from basic check-in to higher-touch positions
- Increased revenue thanks to increased conversion from upsell offers during check-in
While each kiosk brand is slightly different, the main process will be similar including:
- Authenticating via a booking code, email address, phone number, etc.
- Verifying the guest's identity
- Submitting payment information
- Acknowledging property terms and conditions (including signature)
- Verifying the guest's information
- Selecting optional packages and upgrades
- Selecting a room
- Receiving a room key
Beyond the technical portion of integrating with a property's systems, the actual details of deploying a kiosk are important.
- Positioning of the kiosk in a well-lit and public area is critical to getting the attention of guests
- Including how-to guides and promoting the kiosk in welcome emails is key
- Signage directing guests to the kiosks once in the lobby also help
Overall, the name of the game is redundancy in messaging to motivate guests to try the kiosk. Once they do, they're hooked. Check out the Virdee virtual reception deployment guide.
Mobile hotel check-in app
Two reasons have driven the increased need for mobile hotel check-in apps and kiosks.
- Hotels are continuing to experience staffing shortages and are having a hard time staffing the front desk. This is leading to frustrated guests, lower satisfaction scores, and lower revenue.
- Guests' demand for self-directed hotel interactions has been increasing steadily and was significantly accelerated by the pandemic. They expect the ability to decide for themselves how they interact with a hotel.
It depends on the mobile hotel check-in app provider. Some require apps while some offer mobile web as well. Virdee offers both mobile web and app options, letting guests check in without requiring an app download. The app provides additional features for during the stay.
Similar to check-in kiosks, self check-in hotel apps provide three key benefits:
- Higher guest satisfaction thanks to eliminating long waits at check-in and giving guests the ability to self-direct the check-in process
- Staffing flexibility with the ability to move staff from basic check-in to higher-touch positions
- Increased revenue thanks to increased conversion from upsell offers during check-in
By providing guests with additional self-service options, they are more likely to take advantage of those and alleviate staffing pressures on the hotel.
Beyond the technical portion of integrating with a property's systems, the actual details of deploying a hotel mobile check-in app are important.
- How-to guides and promoting self check-in options in welcome emails
- In-lobby and in-room signage educating guests on the benefits of the app even after check-in are helpful in increasing adoption and driving additional revenue
- Supporting and educating staff on how and why to motivate guests to use self-service options will show overall property support for technology
Overall, the name of the game is redundancy in messaging to motivate guests to use the mobile app and other self-service options. Once they do, they're hooked. Check out the Virdee virtual reception deployment guide.
Virdee technology
Virdee technology is already integrated with most common property management systems, payment providers, and lock brands, and the list expands constantly. Virdee has an agile team of developers that can integrate with nearly any platform. Learn more about Virdee's integrations here.
If you have an existing app, Virdee features can layer into it via the Virdee Software Platform, unlocking all of the benefits while ensuring your guests keep the app they are already familiar with.
Yes! The ability to add your branding is a standard feature of the Virdee app. We also offer a standalone (white label) app and can even do custom implementations via our Virdee Software Platform.
Yes! While the Kiosk is generally an add-on to the Mobile solution, they can each work independently. We are happy to discuss the optimal solution for you. Contact us.
Yes! We have an external encoder that can be added to the kiosk to allow for encoding existing cards with a lock credential, speeding up the student move-in process.
Very! Virdee Identity offers various levels of identity verification to accommodate your property's needs. All data is transmitted and stored with strong AES 256-bit encryption and is PCI-DSS Level 1 compliant.
Virdee technology works with nearly all lock hardware that includes at least RFID technology. For Mobile Key, the lock requires BLE (Bluetooth) as well. Magnetic stripe locks are not supported directly, but we have a custom solution for those. Contact us to find out more.
From signing to execution, the timing can be as quick as eight weeks. This assumes that all systems and hardware are already in place. Having your support with your technology providers helps shorten the launch window as well, and we work with you to optimize it to your needs and schedule.
It doesn’t have to. Virdee’s tech team can integrate with a new system very quickly. The main cause for delay usually is due to the system provider not being as responsive as needed, which the client can help drive forward.
Yes! If you do not need a feature, it can be turned off to customize the experience to exactly what you need.
Hardware
- All hardware warranties valid only with an active license subscription .
- Hardware warrantied against defects. Damage caused after installation (e.g. vandalism) is not covered and should be referred to the client’s insurance.
- Functional upgrades to hardware (e.g. change in camera prism design) that are required for full service functionality are included.
- Cosmetic upgrades (e.g. redesign of the kiosk) that do not impact service functionality are optional and must be paid for by the client.
Software
- All software warranties valid only with an active license subscription.
- Software warrantied against defects and is covered by the support terms below.
- Virdee-wide upgrades to software functionality are included.
- Custom upgrades specific to the client are not included unless otherwise stated in the sales contract.
Support
- Non-business-critical issues: 24-48-hour SLA
- Business-critical issues ASAP including letting clients know if their PMS API has failed
- Virdee facilitates and opens tickets for PMS issues to the extent possible. Some issues require client involvement.
- Virdee provides a self-service ticket portal for clients to log requests.
- Each client has a Virdee Customer Success Manager.
- Support is located globally and available 24/7.