According to a new report, 70% of American travelers say they’d rather check themselves in using an app or a self-service kiosk than deal with a traditional front desk. That number jumps to 82% for Gen Z — the generation that was basically born asking, “Can I just do this online?”
What used to be a hospitality moment — the warm welcome, the concierge tips, maybe a warm cookie — is now being replaced by digital efficiency and zero small talk.
And let’s be honest: After a long flight, do you really want to stand in line, spell your last name three times, and pray the card swipe works? Or would you rather tap a button, get your digital key, and head straight to your room like a VIP?
Even hotels are taking the hint. More and more chains are adding mobile check-in options or kiosks that let you grab your key without ever speaking to a soul.
Of course, there are still places where you have to go to the front desk. And for some travelers, talking to a real person still matters. But this shift isn’t surprising — especially in a world where Airbnb and VRBO let you rent someone’s entire home without ever meeting them.
So yeah… the front desk might not be dead. But it’s definitely getting ghosted.
💬 Would YOU miss the hotel front desk, or are you ready for a keyless future? Drop your thoughts in the comments or hit us up on socials — we’ll shout out the best takes on-air!
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