[New York, New York – June 11, 2025] – The standard resort entrance desk is now not a must-stop for contemporary visitors, as revealed by new Mews-commissioned analysis. Seventy p.c of American vacationers are more likely to test themselves right into a resort utilizing an app or a self-service kiosk as an alternative of a conventional entrance desk. This desire skyrockets to 82% amongst Gen Z vacationers, signaling a elementary shift in how visitors need to work together with inns.
Self-service isn’t nearly pace – it’s a key driver of visitor satisfaction and loyalty. In a survey of two,000 U.S. vacationers, frustrations with conventional resort operations stay clear: 82% of present resort loyalty members report ache factors with current methods, together with prolonged check-in processes, restricted flexibility, and outdated service fashions that fail to satisfy fashionable expectations.
“I based Mews to remodel the normal resort expertise by eliminating the reception desk to permit employees to have interaction extra personally with visitors,” mentioned Richard Valtr, Founding father of Mews. “Since bringing Mews Kiosks to inns within the U.S., 30% of visitors check-in by way of the Kiosk, chopping check-in time by a 3rd and releasing up employees to actually welcome their visitors and supply exceptional experiences all through their keep, to not point out the truth that Kiosks drive 25% increased upsells in our inns at the moment. Ready within the foyer queue is just not a hospitable expertise for at the moment’s vacationers, it’s one other instance the place if the know-how works, visitors worth comfort over custom.”
U.S Resorts Surpass World Benchmarks in Digital Adoption
Information from Mews exhibits that U.S. properties are main the way in which in self-service:
- Within the U.S., 30% of all reservations amongst Kiosk-enabled inns are checked in via Mews Kiosk, versus a worldwide benchmark of 20%
- 10.5% of complete U.S. reservations use the Mews Visitor Portal for check-in (in comparison with the worldwide common of 8.6%), marking a 20% increased desire for on-line check-in amongst U.S. visitors.
Resorts are additionally seeing measurable advantages. Visitors checking in by way of kiosk are 3 times extra more likely to buy an upsell, producing practically 70% extra upsell income per check-in in comparison with these utilizing the entrance desk.
Different insights from the survey embrace:
- Practically 80% of visitors almost certainly to return to a resort cite customized facilities as the explanation, with the sentiment strongest amongst Gen Z vacationers (89%).
- 93% of vacationers are keen to share private knowledge with the intention to enhance their experiences with inns, together with particulars on most well-liked check-in/out instances (60%), gender preferences (49%), meals and beverage selections (48%), age (47%) and desired facilities and actions (46%).
“At Generator, we’re all the time on the lookout for methods to reinforce the visitor expertise, from our sensible, design-led areas to the know-how that powers the visitor journey,” mentioned Annajane Guzel, World Director of Model Advertising at Generator. “Our self-check-in kiosks at Generator Miami have turn out to be an important a part of how we create a seamless expertise for our visitors who worth effectivity. By leveraging this sensible know-how, we’re not solely streamlining operations however elevating the visitor expertise in a means that feels intuitive, versatile, and reflective of how our visitors journey. Our self-check-in kiosks give visitors the autonomy to reach on their very own phrases, skip the desk, and dive straight into the true Generator expertise – whether or not that’s exploring like a neighborhood or stress-free by the pool with a cocktail in hand.”
Valtr added, “The message from vacationers is obvious: frictionless comfort is the brand new customary. This isn’t about eliminating human interplay – it’s about empowering each visitors and employees to create extra significant touchpoints and experiences. Resorts embracing this evolution will earn the loyalty of tomorrow’s Most worthy visitors.”
The information from each vacationers and inns is obvious: the entrance desk period is giving technique to a digital-first visitor journey, the place flexibility, personalization, and operational excellence will shine.
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Survey methodology
This random double-opt-in survey of two,000 Individuals aged 18+ who’ve traveled within the final 12 months, home or worldwide, was commissioned by Mews Techniques, Inc. between Apr. 25 and Might 2, 2025. It was performed by market analysis firm Talker Analysis, whose crew members are members of the Market Analysis Society and have company membership to the American Affiliation for Public Opinion Analysis (AAPOR) and the European Society for Opinion and Advertising Analysis (ESOMAR).
About Mews
Mews is the main platform for the brand new period of hospitality. Powering 12,500 Clients throughout greater than 85 nations, Mews Hospitality Cloud is designed to streamline operations for contemporary hoteliers, rework the visitor expertise and create extra worthwhile companies. Clients embrace BWH Resorts, Strawberry, The Social Hub and Airelles Assortment. Mews was named Greatest PMS (2024, 2025) and listed among the many Greatest Locations to Work in Lodge Tech (2021, 2022, 2024, 2025) by Lodge Tech Report. Mews has raised $410 million from traders together with Goldman Sachs Options, Kinnevik and Tiger World Administration to remodel hospitality.