Contactless Check-In: Adopt or Fall Behind in 2025 Hospitality

Your staff is doing their best, but the system can't keep up. And it's not just an operational glitch – it hits your guest satisfaction scores, slows your team, and drains your revenue potential.

In our projects with hotel chains operating 300+ rooms, we've consistently seen that without CDP-PMS integration, hotels lose the ability to personalize upsell offers in real time.

The truth is that the 2025 transformation window is closing. If you don't implement contactless now, by the summer of 2026, your competitors will likely have already increased their NPS by 15-25% and reduced operational costs by 10-20%.

Statistics prove the high demand. Oracle's Hospitality in 2025 Report revealed that 54% of executives want their hotels to keep mobile check-in and check-out as a standard, long-term option.

That might sound overwhelming, but it doesn't have to be. We're here to break it down for you and show exactly how it works, step by step.

In this article, we'll discuss:

• What contactless check-in is, and why it's a new standard
• Strategic benefits of contactless technology based on our experience
• What hotels lose without a digital check-in process
• Common implementation fears we hear and how to address them
• An 8-step guide on how to integrate contactless technology
• Shortlist of contactless software for hotels
• Ready-made vs. custom contactless solution: an honest comparison

Ready? Let's start!

What Is Contactless Check-in Tech and Why It Is Now a Standard

Contactless check-in a digital technology that allows your guests to check in without interacting with the front desk. It offers guests to:

• Use their mobile phone, a hotel kiosk, or facial recognition to check in
• Submit ID verification digitally
• Make payments securely online
• Receive a digital key to unlock their room

Importantly, contactless technology isn't just about speed and skipping reception. It's an upgrade that enables personalization, automation, and revenue optimization across the entire guest journey.

At TechMagic, we know what we're talking about. In practice, we've implemented such systems for hotel groups that manage 300+ rooms per property, where the need to scale guest handling without expanding the workforce was critical.

How popular is hotel contactless check-in?

Today, guests aren’t just open to contactless options, they expect them. Thus, 71% of guests are more likely to choose hotels offering self-service options, according to the Oracle Hospitality Report. Among Gen Z and Millennial travelers, that number is usually higher.

Big hotel brands like Marriott, Hilton, and Hyatt have already rolled out mobile check-in options globally. Independent hotels are quickly catching up, as they realize that seamless check-in is a part of basic guest expectations in 2025.

Your Guests Are Already There. Are You?

Guests no longer compare hotels to other hotels. They compare your service to what they experience on Uber, Airbnb, or even Amazon. That’s the bar for digital convenience in 2025.

And they’re tired of:

• Filling out forms after midnight
• Waiting in line during peak times
• Getting a paper keycard that stops working halfway through their stay

A quick real-life example: There was a resort group where 70% of post-stay complaints were tied to arrival friction. After integrating contactless check-in, hotels saw a significant drop in front desk load within three months.

But exactly what benefits can contactless technology bring to your business? We'll show you in the next section!

Strategic Benefits of Contactless Check-In (Backed by Our Experience)

Implementing contactless check-in offers far more than convenience. It improves your bottom line, enhances guest satisfaction, and positions your hotel as a forward-thinking, guest-focused brand.

Let’s break down the key long-term benefits.

Lower operational costs without cutting guest experience

On real projects, we’ve helped replace manual front desk workflows with automated ID verification, payment gateways, and keyless entry. That freed up hotel staff for high-value interactions rather than admin tasks, improving guest satisfaction and reducing full-time equivalent (FTE) cost per check-in.

Our digital transformation services for hospitality offer everything you need, including mobile check-in apps and digital key integrations, to implement seamless, cost-effective, touch-free check-in systems.

Real-time efficiency for staff and systems

When check-in systems are tied to the hotel property management systems (PMS), customer relationship management (CRM) facilities, and payment stack, you eliminate data silos and delays.

In several integrations, we’ve seen guest readiness data flow directly to housekeeping and in-room systems like guest room management systems (GRMS). This helped accelerate room readiness and reduce early-arrival complaints.

Increased guest autonomy = higher satisfaction

When guests control their arrival, especially frequent travelers, they rate the stay more positively. With self-check-in, return guests complete check-in in under 2 minutes. And for new guests, intelligent onboarding guides make the process frictionless.

Interestingly, nearly 80% of travelers prefer to stay at hotels with a completely automated front desk or self-service kiosk, with over 40% preferring to check in via a hotel’s website, app, or digital kiosk.

In our recent article, we show how AI in hotels enhances the contactless check-in process by enabling smart identity verification, real-time room assignment, and predictive guest service.

Smarter upsells and cross-sells

Smarter upsells and cross-sells are a powerful advantage of contactless hotel check in, as they enable personalized offers that boost revenue at key guest touchpoints.

In one of our pilots, using CDP + PMS integration, we delivered in-check-in upgrade prompts based on profile and booking behavior. Result? Room upgrade acceptance rose, and late check-out revenue increased considerably.

Data integrity and security

In addition to a smooth digital experience, contactless check in for hotels can ensure guest data integrity and security. At TechMagic, we’ve implemented mobile check-in flows compliant with GDPR and PCI DSS across Europe and North America on one of our projects. Identity verification, secure payment gateways, and token-based key systems ensure that your digital guest journey is not only seamless but fully secure.

What’s at Stake if Your Business Doesn't Evolve

If you're still hesitating whether contactless technology is an option for your business, here's what's really at risk:

• Decreasing NPS scores from guests who expect a digital-first experience
• Rising front desk costs in an increasingly tight labor market
• Lost upgrade and upsell opportunities because no system prompts the guest
• Inability to segment and personalize because you don’t capture pre-arrival data
• Falling behind competitors who are already launching full self-service flows

In one of our projects, we combined mobile check-in with an upsell engine. By the third week, the hotel saw a 10% increase in revenue from paid upgrades. Want to see how it works? Sign up for a 15-minute demo, and we’ll walk you through it!

How to Integrate Contactless Check-In: An 8-Step Guide (Based on Our Real Experience)

As a software development partner, we’ve helped hospitality industry brands successfully launch the entire check-in process. Here’s the roadmap we follow, blending strategic planning with hands-on execution:

Step 1. Audit your existing tech stack

The first step is understanding where you stand. We begin with a systems audit, focusing on your core platforms:

• Property management system (PMS)
• Customer data platform (CDP), if applicable
• Guest room management system (GRMS)
• Payment gateways (e.g., Stripe, Adyen)
• Digital room key infrastructure (we assess software compatibility; we don’t supply hardware)

This allows us to map out integration feasibility, identify API limitations, and flag areas where middleware or custom connectors may be needed.

Step 2. Choose the right check-in model for your property

Not every hotel requires the same flow. We help you define the ideal model:

• Mobile-first. Best for younger, tech-skilled travelers.
• Kiosk-enabled. Suitable for high-volume properties.
• Hybrid approach. Covers all guest preferences.

We provide architectural guidance and develop the underlying software flows for each scenario, including responsive web apps, mobile apps, or kiosk-ready UIs, always tailored to your branding and guest journey.

Step 3. Ensure PMS, CRM, and CDP integration

Your PMS is the operational foundation. We develop secure, real-time integrations with your PMS to:

• Sync booking and guest profile data
• Update room status and availability dynamically
• Enable personalized upsells and messaging

Where applicable, we connect to your CDP to pull in behavioral data, enabling contextual onboarding experiences (e.g., offering upgrades based on loyalty tier or past preferences).

Step 4. Implement secure ID verification and payment capture

We build and integrate secure modules that allow guests to:

• Upload ID documents using their mobile device or camera
• Process payments through trusted gateways (Stripe, Adyen, etc.)
• Authenticate using biometrics (optional) or 2FA for sensitive workflows

All flows are designed to meet PCI DSS and GDPR compliance requirements. If needed, we can also build localized verification APIs to satisfy regional KYC or AML standards.

Step 5. Design a frictionless, branded guest interface

User experience is a major adoption driver. Our UX team works alongside your branding to design:

• Web-based or in-app check-in flows
• Custom UI themes aligned with your brand identity
• Multilingual support for international properties
• Visual onboarding steps that guide even first-time users

The goal: reduce friction, increase confidence, and get check-in time under two minutes.

Step 6. Test across guest segments and use cases

Real success comes from testing beyond edge-free environments. We simulate:

• Loyalty vs OTA bookings
• Group reservations
• Late arrivals, early check-ins
• Variable network speeds (e.g., airport Wi-Fi)
• Different device types and operating systems

This ensures that your system is resilient, inclusive, and ready for real-world deployment.

Step 7. Train staff and build support documentation

We help prepare your team for the new flow with:

• Internal enablement sessions
• Simple troubleshooting protocols for common guest issues
• Staff-facing dashboards or admin portals, if needed
• Custom training guides or microlearning content

Your hotel staff won’t be replaced. They'll be freed to deliver real hospitality while the system handles routine admin.

Step 8. Monitor, optimize, and scale

After go-live, we usually set up dashboards and KPIs to track:

• Adoption rates (by segment, channel, and device)
• Completion time and drop-off points
• Payment failures or ID mismatches
• Guest satisfaction metrics post-check-in

We use this data to iterate, optimize flows, identify bottlenecks, and add features like upsell prompts, late check-out options, or loyalty integration as you scale.

Common Objections We Hear and How to Navigate Them

Every new technology brings questions and concerns – here are the most common objections we hear about contactless and online check-in process, along with practical ways we help many hotels overcome them.

“Will contactless check-in remove the personal touch?”

Absolutely not. With contactless check-in, hotels remove frustration, not hospitality. In projects we've worked on, front desk teams were re-trained as guest experience hosts, focusing on welcoming, positive physical contact, upselling, and resolving real issues instead of handling admin.

“Can we implement this in phases?”

Yes. And we often recommend that. Many of our hospitality clients start with VIP guests or loyalty members, then expand to all segments. This staged rollout minimizes risk and lets teams adapt while seeing ROI early. In our experience, hotels that started with VIP guests managed to reduce the workload on the reception by nearly 30% in just 2 months.

“Our current tech stack is outdated. Can this still work?”

It can. In fact, many of our most successful projects began with legacy systems in place. We typically start with a gap analysis and build lightweight middleware integrations or recommend modular upgrades that don’t require a full system overhaul. You don’t need a complete digital transformation to take the first step.

“How will older guests react to digital check-in?”

This concern comes up often, but our data tells a different story. When given the choice, many older guests prefer avoiding the queue just as much as younger travelers do. What matters is intuitive UX and the ability to opt into assisted hotel check-in if needed. Blended models work best – right technology where it helps, humans where it matters.

“We’re already understaffed, won’t this create more work during rollout?”

In the short term, there’s a small learning curve. But every implementation we’ve done has ultimately reduced front desk workload by approximately 25-40%. With fewer repetitive tasks, your team saves time and spends more resources on delighting guests instead of managing bottlenecks. And with phased rollouts, we ensure the transition is sustainable, not overwhelming.

Shortlist of Contactless Check-in Software for Hotels

While TechMagic specializes in building custom contactless check-in software tailored to your specific tech stack and guest journey, here’s a shortlist of popular off-the-shelf solutions that can serve as reference points or potential integration partners:

• Zebra Medical. Provides a seamless contactless check-in experience integrated with mobile apps for quick guest verification.
• Checkmate. Offers a cloud-based solution that automates check-in with mobile or kiosk options.
• Salto KS. A keyless entry (without physical keys) system that integrates contactless technology with door access control for enhanced security.
• Guestline. A mobile-first check-in solution that integrates with property management systems for a smooth guest experience.
• RoomRaccoon.An all-in-one property management and contactless check-in system designed to streamline guest check-in processes.
• Revinate. Offers a mobile check-in platform with personalized guest messaging and automated check-in processes.
• Mews. A flexible hotel management system with contactless check-in and integrated payment solutions for smooth guest arrivals.
• Hilton honors app. Hilton’s official mobile app enables digital check-in, room selection, and keyless entry for loyalty members. It offers a fully contactless arrival experience at thousands of Hilton properties worldwide.
• ALICE. Provides a comprehensive hotel management platform with mobile check-in functionality, reducing reception workloads.

Ready-Made vs. Custom Contactless Check-In: What Actually Works Long-Term

When we work with hotel operators, this is one of the first decisions they face: Should we go with a ready-made check-in solution, or invest in a custom platform?

There’s no universal answer, but from experience, below is what we’ve seen in the field.

Off-the-shelf tools: Fast start, limited fit

Ready-made platforms can be helpful if you need to launch something quickly and your hotel operations are fairly standard. These tools come with pre-defined flows, mobile apps, and kiosk support, good enough for basic functionality.

For example, in a hotel with a legacy PMS and no quick upgrade path, we connected a ready-made check-in system via a middleware layer. Within three weeks, 1 out of 5 guests was using mobile check-in, which is a strong adoption rate given the constraints.

But the trade-offs show up quickly:

• You’re locked into their roadmap, integrations, and pricing model.
• Custom branding is often skin-deep.
• And once you try to scale or differentiate, you hit platform limits.

For a mid-sized hotel group we consulted recently, a SaaS check-in provider couldn’t support integration with their loyalty system or custom booking engine. That stalled their ability to personalize upsells at check-in, resulting in both lost revenue and higher guest friction.

Custom software: Built around your guest journey

Hotels that want to own the guest experience end-to-end – and don't want to compromise on integration or control – often choose the custom route. Here’s why that pays off:

1. It fits how your business actually runs

We’ve worked with properties where check-in isn’t just a transactional moment, it’s part of a curated welcome experience. In those cases, we designed flows to:

• Sync with custom-built CRMs and CDPs
• Reflect loyalty status during check-in
• Enable on-the-spot upgrades based on historical preferences

The result? A faster, more personalized arrival and a front desk team that adds value instead of doing manual data entry.

2. You control every detail of the guest experience

A VP of Operations at a luxury group told us:
“We don’t want our mobile check-in to look like everyone else’s. We want it to feel like our lobby.”

With custom development, we delivered branded UI flows that reflect their tone, style, and service ethos, down to microcopy, animations, and multilingual support. This level of control matters, especially for premium and lifestyle brands.

3. You avoid tech debt later

Custom software isn’t just about looks, it’s about infrastructure that scales. We've helped hotels future-proof their stack by:

• Building secure APIs to support new services like keyless entry, AI concierge, or tablet-based room controls
• Creating modular systems that can roll out across multiple properties
• Setting up data layers that enable real-time personalization across the guest journey

If you plan to grow, switch PMS providers, or unify tech across regions, custom keeps you in control, not at the mercy of vendor lock-in.

4. Integration is clean, secure, and yours

Most off-the-shelf platforms promise PMS “integration,” but in practice, it’s often shallow, just syncing reservations and room numbers.

When we’re brought in, especially with multi-property clients, we look at full-stack connectivity:

• PMS ↔ CDP ↔ GRMS
• Identity and payment capture tied to secure vaults
• Real-time triggers to inform housekeeping, F&B, and guest comms

For one of our clients, our team built a middleware layer that connected their custom booking engine with mobile check-in and a third-party GRMS, allowing guests to unlock doors, order room service, and manage preferences via a single mobile flow.

5. You own the security model

With custom development, you're not waiting for a vendor’s next update or reacting to compliance gaps. You define:

• How and where guest data is stored
• Which encryption standards are enforced
• How tokenized credentials interact with door lock systems or payment platforms

For clients operating across the EU, UK, and US markets, we've built systems that meet GDPR, PCI DSS, and local privacy laws without sacrificing user experience.

TechMagic Can Help You Implement Contactless Check-In

We’re not just developers. We’re hospitality technology specialists.

• We’ve built custom GRMS integrations for chains managing 300+ hotel rooms per site.
• We’ve connected PMS + CDP + CRM layers to unify guest profiles across loyalty and third-party booking channels.
• We’ve ensured real-time secure data sync between check-in flows, mobile apps, and back-office systems, even at enterprise scale.
• We work with brands like Four Seasons, where compliance, branding, and uptime requirements are non-negotiable.

If you want a solution tailored to your operations, we should talk.

A Final Word

Your guests are ready for contactless. Your competitors are already piloting or expanding their own systems. And your tech stack is either holding you back or ready to become a revenue driver.

At TechMagic, we help hotels make this transition intelligently, securely, and without disruption to the guest journey. The 2025 transformation window is closing, that’s why it is increasingly important to be among those who act now. Those businesses starting now will have an advantage for at least a year.

Want to see how we build check-in flows that increase revenue and reduce churn? Leave a request and we’ll show you what’s possible with your stack, guest profile, and budget.

FAQs

1. What is contactless check-in tech?

   Contactless check-in technology allows guests to check into hotels using digital tools like mobile apps, kiosks, or facial recognition without needing to interact physically with front desk staff.

2. How does contactless check-in work at hotels?

   Guests receive a digital confirmation and can use a mobile app or kiosk to verify their identity, select a room, and access it with a digital mobile key. With contactless check in hotels, guests bypass traditional front desk procedures.