Customer Experience
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June 11, 2025
A Mews survey reveals a significant shift in traveler preferences, with 70% of American travelers stating they would likely opt for a self-check-in process via a mobile app or kiosk over a traditional front desk, according to a press release on the findings. The Mews-commissioned research, released Wednesday, highlights a growing demand for technological convenience in the hospitality sector.
The preference for self-service is even more pronounced among younger travelers, with 82% of Gen Z guests favoring digital check-in options. The survey of 2,000 U.S. travelers also indicated that frustrations with traditional hotel operations, such as long waits and limited flexibility, are common, with 82% of hotel loyalty members reporting issues with current systems.
The move towards automation is not just about guest preference but also about operational efficiency and increased revenue for hotels. Data from Mews, a hospitality technology company, shows that U.S. hotels are adopting these technologies at a higher rate than the global average.
«Waiting in the lobby queue is simply not a hospitable experience for today’s travelers,» Richard Valtr, founder of Mews, said in the release. «It’s another example where if the technology works, guests value convenience over tradition.»
The report also found that hotels using self-service kiosks see a 25% higher rate of upsells. Additionally, the survey suggests a strong willingness from travelers to share personal data in exchange for a more personalized and improved hotel stay.