The Guest Journey
Delight guests at every step
Imagine completing the digital check in process on your phone on the way to your hotel, even without having to download an app. Upon arrival, if you're using mobile key, simply head to your room. If you need a key card, just stop by the hotel lobby kiosk, scan a QR code, and get your key card.
Enjoy the guest journey!
Pre-arrival communications
Once a reservation is made, an email is sent that includes pre-check-in steps, links to the mobile and web apps, information on the kiosk, and much more. These emails encourage hotel guests to complete steps like identity check and payment submission before arrival.
Email content and frequency can be customized to each property's needs.
Identity verification
Secure identity verification is quick and easy with Virdee Identity. Scan your document, take a picture, and you're done! And thanks to our partnership with CLEAR, identity verification is even faster for CLEAR members.
Virdee offers various levels of identity verification to accommodate your needs and budget; from name comparison to industry-leading biometric verification.
Learn more about Virdee Identity.
Payment
All major cards and mobile wallets are covered. Virdee works with your payment provider to source the required payment terminal.
Signature capture
Signature capture provides an additional layer of security. Hotel guests can view and acknowledge terms and conditions.
Scheduled arrival
Guests can let the hotel know when they are arriving right in the app or on mobile web. This allows staff to better prepare and to know if a guest is arriving after midnight. Additionally, it provides the opportunity to upsell early check-in.
Room choice & upgrades
Don't leave empty hotel rooms just sitting there. Drive additional revenue by giving guests the option to upgrade themselves.
Hotel loyalty program signup
Have a loyalty program or just want to grow your marketing list? Since hotel guest information is already captured, one-click signup lowers friction and improves conversion.
Room (not) ready notification
If a guest's hotel room is not ready, they can still check in and then receive a push notification via text, app, and email once their room is ready. The mobile room key will be immediately ready in the app, and a key card can be picked up at a lobby kiosk... all while avoiding additional lines at the front desk.
Key issuance
A mobile room key is provided right in the app for easy and immediate room access including the ability to share the key with others.
The lobby kiosk provides a physical key card at the end of check-in. Additional room key cards can be printed at any time by scanning the QR code in the app.
Remote Assistance
If a hotel guest needs any help, a simple click on the Remote Assistance button on mobile or at the kiosk immediately connects them with staff. Hotel staff can even complete the check-in process for guests if there are any problems and remotely issue a room key.
Learn more about Remote Assistance.
During stay
Guests can customize their experience via mobile app or web throughout their stay. Every hotel amenity is at their fingertips, increasing satisfaction and conversion.
Learn more about amenities and upsells.
Check-out
Check-out is quick and easy. Whether at the lobby kiosk or on mobile, guests can change their final payment method, view what has been charged to the room, and receive a final invoice via email.
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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.
