Mobile Check-in Discussion Thread
Jul 29, 2018, 5:06 pm
#1
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Mobile Check-in Discussion Thread
I did a mobile check-in the morning of a reservation. I arrived at the hotel just after 6pm and waited in line for 25minutes while the one clerk available checked in two guests ahead of me. I interrupted her and asked if there was anyone there for mobile checkins, she told me « no, just wait ». When it was finally my turn I asked her (in a very polite way), what point, if any, there was in having mobile check in if I had to wait in line for 25 minutes anyway. Her response, with the accompanying sourpuss was « I am an employee, talk to management ».
i then said « never mind the management /employee thing. Do you, as a person, think there is a point to having a mobile check in if you have to wait in line for almost half an hour?’´. I was met again with « ask the manager, who isn’t here ». Not even a simple « I’m sorry, i can see how that might be frustrating ».
There was the platinum check in line, but as in most properties, it was simply symbolic and served no actual purpose.
Am I being ridiculous by being bothered by this?
i then said « never mind the management /employee thing. Do you, as a person, think there is a point to having a mobile check in if you have to wait in line for almost half an hour?’´. I was met again with « ask the manager, who isn’t here ». Not even a simple « I’m sorry, i can see how that might be frustrating ».
There was the platinum check in line, but as in most properties, it was simply symbolic and served no actual purpose.
Am I being ridiculous by being bothered by this?
Jul 29, 2018, 5:21 pm
#3
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Sure but there are many other ways of doing that as well no? I see how That can be a side benefit, if you will, but the mobile check in system was surely created for a purpose?
Jul 29, 2018, 5:31 pm
#4
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With SPG and Marriott, there's basically no benefit except you've told the hotel you're coming, so they shouldn't give your room away.
Hilton's app has better functionality and allows you to actually select your room, including an upgraded room type if you've been pre-upgraded.
Hilton's app has better functionality and allows you to actually select your room, including an upgraded room type if you've been pre-upgraded.
Jul 29, 2018, 6:17 pm
#5
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i then said « never mind the management /employee thing. Do you, as a person, think there is a point to having a mobile check in if you have to wait in line for almost half an hour?’´. I was met again with « ask the manager, who isn’t here ». Not even a simple « I’m sorry, i can see how that might be frustrating »
Jul 29, 2018, 7:23 pm
#6
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If I picked up a rental at Europcar and it had a button for headlights but they didn’t turn on, I would ask the employee if he thought that was normal. I don’t see what’s so offsides about that.
Jul 29, 2018, 8:15 pm
#7
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With SPG and Marriott, there's basically no benefit except you've told the hotel you're coming, so they shouldn't give your room away.
Hilton's app has better functionality and allows you to actually select your room, including an upgraded room type if you've been pre-upgraded.
Hilton's app has better functionality and allows you to actually select your room, including an upgraded room type if you've been pre-upgraded.
Jul 29, 2018, 9:13 pm
#8
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This varies by property. Some Hilton hotels do not have that functionality. I had a digital key with Conrad New York. But at Hilton Garden Inn Frankfurt Airport, I waited on line just like OP for 15 minutes behind a large tour group, even though I already picked out the rooms. I still need to see the FDA.
Jul 29, 2018, 9:33 pm
#9
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Nothing to do with the app functionality, the front desk was just understaffed. 25 mins wait at the front desk, regardless of pre-arrival communication and membership status is just ridiculous.
It also depends on the attitude, I'm more sympathetic if the employee was visibly trying his/her best to move people along. More agitated if the agent has the 'Im just an employee' attitude.
It also depends on the attitude, I'm more sympathetic if the employee was visibly trying his/her best to move people along. More agitated if the agent has the 'Im just an employee' attitude.
Jul 29, 2018, 10:09 pm
#10
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This varies by property. Some Hilton hotels do not have that functionality. I had a digital key with Conrad New York. But at Hilton Garden Inn Frankfurt Airport, I waited on line just like OP for 15 minutes behind a large tour group, even though I already picked out the rooms. I still need to see the FDA.
As for Starwood I only did the online check in once for the 250 pts. There was no point in it as OP said, since I still needed to go to the FD. Personally I don't like online/mobile check in. Oftentimes I only get the upgrade I want after an in-person conversation with an FD agent (even though these upgrades are supposed to be automatic).
So OP - I agree with you... no point, and actually some downsides imo.
Jul 29, 2018, 11:26 pm
#11
Join Date: Mar 2008
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As mahasamatman notes, you're putting the employee in a no-win situation. If she or he says, "Yes, it's pointless to have mobile check-in if you also have to wait in line," that's effectively disparaging Starwood. While you may appreciate the candor, other people would find it off-putting for an employee to say negative things about their employer in front of a guest.
You were upset. I get that and it seems appropriate. But, expecting an hourly employee to accept responsibility for poor implementation of a product by disparaging their employer is not appropriate.
Jul 30, 2018, 5:16 am
#13
Join Date: Jan 2015
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When I used mobile check-in at some Marriott hotels (York for example) - the envelope with the key was waiting for me on the reception and there was no need for waiting in line. From the other side, with SPG properties it was useless (except for the points).
Jul 30, 2018, 6:28 am
#14
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Hilton OLCI has been offline the last two or three times I've tried it (over the past two weeks, all US properties), the online choose-your-room maps are pretty useless unless you have prior experience with the hotel, and the Digital Key function is not exactly ubiquitous.
Jul 30, 2018, 6:41 am
#15
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It's always felt like the need for a benefit to the customer was forgotten when online check-in was developed by Starwood. I can see only potential downsides for me, so I would never use it - It seems a bit of a missed opportunity considering the amount of time of SPG receptionists (and my own time) I use up doing stuff which could easily be done online in advance.