A new and embargoed survey by Hotel Tech Report has peered deep into the digital desires and behaviors of today’s travelers, highlighting insights that promise to guide hospitality leaders. Our latest survey, The State of Hotel Guest Technology 2025, conducted by an independent research firm, paints a vivid picture of the future hotel guests dream of—one where technology elevates the guest experience, maintaining a delicate balance between high-tech and high-touch service.
With responses from 402 recent hotel guests worldwide, the findings (with a margin of error of +/- 4.9% at the 95% confidence level) reveal critical insights into guest preferences and expectations, including a notable trend: nearly half of guests now prefer the convenience of checking out using their smartphones. As technology continues to permeate everyday life, guests’ expectations evolve, reshaping the hospitality landscape and setting new standards for service efficiency and personalization.
The Rise of Smartphone Checkouts in Hotels
Smartphone checkouts are part of a broader trend toward mobile-first services in hospitality. As smartphones have become indispensable, it’s natural that guests would prefer to complete their stay with a convenient mobile checkout option. To meet this demand, many hotels are adopting digital checkouts, available through hotel apps or web-based links, offering a new level of convenience for busy travelers.
Benefits of Smartphone Checkouts for Guests and Hotels
The appeal of smartphone checkouts lies in their numerous benefits for both guests and hotels. For guests, mobile checkout provides flexibility and speed, allowing them to complete the process from anywhere, be it their room or on the go. This reduces the need to wait in line, allowing for a more relaxed departure.
For hotels, mobile checkouts enhance operational efficiency. By reducing the number of guests at the front desk, hotels can reallocate staff to other high-touch service areas, ultimately enhancing guest satisfaction. Additionally, mobile checkouts enable hotels to automate billing, room turnover, and data collection, while gathering valuable data on guest behaviors to drive future service improvements.
Implementation Strategies for Hotels
Successfully implementing smartphone checkout options requires several strategic steps. Hotels need reliable mobile apps or web-based platforms that can manage checkouts seamlessly. Training front desk staff is also essential, as they need to be prepared to assist guests who might be unfamiliar with the process. Hotels should inform guests about mobile checkout at multiple points during their stay—at check-in, in-room, and via notifications on their last day. Finally, integrating mobile checkout data with existing property management systems ensures a smooth transition from digital platforms to operational workflows.
Guest Feedback and Satisfaction
Guest feedback on smartphone checkout has been largely positive, particularly among younger travelers and business guests accustomed to mobile-first services. Many guests appreciate the flexibility, allowing them to finalize their departure at their own pace. Additionally, the paperless aspect of mobile checkout aligns with the growing demand for eco-friendly solutions, contributing to overall guest satisfaction and aligning with hotel sustainability goals.
Future Trends in Mobile Checkouts
The smartphone checkout trend is only expected to grow. In the future, we may see even more app-less, universally accessible options or deeper integrations with digital wallets and loyalty programs. More personalized options may emerge, such as checkout experiences that recognize guest loyalty status or offer tailored promotions. As technology evolves, hotels are likely to expand mobile solutions across the guest journey, from pre-arrival to post-departure, setting new standards for a fully integrated digital experience.
Embracing the New Norm
With nearly half of hotel guests preferring smartphone checkout, it’s clear that this technology is reshaping hospitality’s future. Hotels that embrace digital checkouts meet guest demands for convenience, speed, and flexibility, while improving operational efficiency and gaining valuable insights into guest preferences. As mobile checkouts continue to grow in popularity, hoteliers have an opportunity to lead in providing innovative, guest-centered service.
To dive deeper into these insights and discover more about what’s shaping the future of hospitality technology, download the 2025 State of Guest Technology Report today.
About Hotel Tech Report
HotelTechReport is the premier global research platform for hotel technology, serving over 2.5 million industry professionals annually. The platform connects hoteliers with the best technology solutions to improve guest satisfaction and operational efficiency. The HotelTechAwards are the pinnacle of recognition in the industry, celebrating the top hotel tech products that are transforming the hospitality landscape.
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