Hotel Check-In Nightmares When Technology Fails and Customer Service Vanishes

Hotel Check-In Nightmares When Technology Fails and Customer Service Vanishes - Keyless Entry Malfunction at Hilton New York

The Hilton New York, a prominent location in the city, showcases the potential pitfalls of keyless entry systems. While the intended goal is to streamline check-in, the Digital Key system, accessed through the Hilton Honors app, has unfortunately proven unreliable. Guests report experiencing frequent malfunctions, characterizing the experience as frustratingly erratic. This unreliability sheds light on issues within Hilton's broader IT infrastructure, as even a flagship hotel like this one encounters consistent problems. The planned expansion of this keyless entry to over 4,000 Hilton properties worldwide begs the question of whether the technology is truly ready for such widespread adoption, especially when the current implementation faces significant challenges. The core concept of contactless entry holds the promise of improved guest experience, but in this instance, the reality falls short, leaving guests dealing with frustration rather than a smooth and convenient arrival.

At the Hilton New York Midtown, the implementation of keyless entry, a feature touted for convenience, seems to be encountering challenges. The Hilton Honors app, which acts as the digital key, relies on a seamless connection between the guest's phone and the hotel's network. This dependence introduces a potential point of failure.

Reports from guests have described the system as "inconsistent," suggesting that the hotel's digital key infrastructure might not be as robust as anticipated. It's notable that the hotel touts the digital key system as part of an enhanced guest experience, but its unreliability appears to create friction during what should be a smooth check-in. While the hotel offers amenities like internet access and food and beverage credits through a daily charge, it seems the technology hasn't matured to a point where it provides a consistent experience.

Furthermore, the transition from a conventional physical key to the digital key adds another layer of complexity to the check-in process. The initial contactless check-in may be simple, but the reliance on a working digital key creates a vulnerability if the system experiences issues. It also raises questions about the Hilton's IT infrastructure and its capacity to manage the demands of a sophisticated digital key system across thousands of hotels.

Given the expansion plans to integrate keyless entry in over 4,000 Hilton locations worldwide, one wonders if the technical foundations are in place for such a large-scale rollout. Reliability and security are crucial, especially when guest experience and potentially sensitive data are at stake. This is particularly important when we consider that many travelers remain unconvinced by digital keys and prefer the reliability of traditional keys. The shift to a keyless future may still require overcoming some technological hurdles and providing consistent experiences before widespread adoption truly becomes the standard.

What else is in this post?

1. Hotel Check-In Nightmares When Technology Fails and Customer Service Vanishes - Keyless Entry Malfunction at Hilton New York
2. Hotel Check-In Nightmares When Technology Fails and Customer Service Vanishes - Marriott's Mobile App Crash During Peak Check-In Hours
3. Hotel Check-In Nightmares When Technology Fails and Customer Service Vanishes - Hyatt's Biometric System Failure Leaves Guests Stranded
4. Hotel Check-In Nightmares When Technology Fails and Customer Service Vanishes - InterContinental's AI Concierge Mishap in London
5. Hotel Check-In Nightmares When Technology Fails and Customer Service Vanishes - Accor's Self-Service Kiosks Breakdown in Paris
6. Hotel Check-In Nightmares When Technology Fails and Customer Service Vanishes - Wyndham's Cloud-Based Property Management System Outage

Hotel Check-In Nightmares When Technology Fails and Customer Service Vanishes - Marriott's Mobile App Crash During Peak Check-In Hours

Marriott's mobile app has been experiencing widespread crashes, particularly during busy check-in periods. This has caused significant frustration for guests who were hoping to streamline their arrival using the mobile check-in function. Many travelers have reported that even after using the mobile check-in option, they were still forced to go to the front desk to get their room keys. This highlights a key question: does mobile check-in truly deliver the promised convenience or is it simply a marketing gimmick?

While Marriott promotes mobile check-in as a modern way to check-in, some frequent travelers express skepticism about its advantages, finding little improvement over traditional check-in processes. However, with a portfolio of over 4,400 hotels across the globe, the company relies heavily on its technology to ensure smooth operations. Recent disruptions highlight that Marriott may need to prioritize improving the app's reliability and the overall guest experience. In a travel environment where guests have come to rely on technology to make things easier, the occasional failures can transform a simple check-in into a significant source of stress and annoyance.

The Marriott Bonvoy app, while aiming for convenience, often faces hurdles during peak check-in times, leading to frustration among guests. Many travelers report app crashes, which are likely exacerbated by a surge in usage at these periods. This suggests that the app's infrastructure may not be adequately prepared to handle the increased demand.

Even when using mobile check-in, a common complaint is the continued need to visit the front desk for key retrieval. Some guests question the true convenience of mobile check-in when it doesn't eliminate the interaction with the front desk staff altogether. This calls into question the overall effectiveness of the mobile check-in feature as advertised.

The app, available on both major app stores, is constantly being updated. Users are often advised to make sure they have the latest version installed, suggesting an ongoing need for improvements. Restarting or updating the app is a typical troubleshooting step for issues like these, reflecting that such technical hiccups occur often.

Marriott's extensive network, spanning over 4,400 hotels in 87 countries, introduces complexity to the app's infrastructure. Managing a large number of locations while ensuring the seamless operation of the app can be challenging. They offer a 24/7 customer service hotline, especially beneficial during such app outages.

It's important for guests to arrive before a certain time, as failure to do so can lead to penalties or even cancellations. If a guest doesn't arrive by 6:00 AM the day after the reservation, they risk the potential for a no-show fee. This practice shows that the hotel still needs to maintain a traditional check-in approach in conjunction with the app.

Mobile check-in, when working properly, usually becomes available a day or two before the arrival date. It allows guests to potentially choose a room and indicate their intended arrival time, though these selections aren't always guaranteed.

While mobile check-in offers some conveniences, its benefits are questioned by frequent travelers. Some feel the minimal gains compared to traditional check-in methods don't justify the switch, suggesting potential user dissatisfaction. Perhaps the feature isn't as broadly beneficial as initially intended.

Hotel Check-In Nightmares When Technology Fails and Customer Service Vanishes - Hyatt's Biometric System Failure Leaves Guests Stranded

Hyatt's recent foray into biometric check-in systems has hit a snag, highlighting the potential downsides of relying too heavily on technology in hotels. Guests found themselves in a frustrating situation when the biometric system malfunctioned, preventing them from accessing their rooms. This technological hiccup turned what should have been a smooth check-in into a significant hurdle. Reports suggest that when the system failed, customer service wasn't readily available to help, adding to the frustration of travelers.

The whole concept behind biometric check-in is to improve security and offer a quicker check-in experience. However, Hyatt's experience is a stark reminder that even the most advanced technology can sometimes falter. This failure raises concerns about the reliability of such systems and the need for hotels to have backup plans in place. It becomes evident that there's a need to strike a balance between embracing new technology and offering dependable, traditional methods.

While the hospitality industry is eager to adopt more innovative technology, including facial recognition for various purposes, it's crucial to avoid rushing implementation without addressing potential pitfalls. Hyatt's CEO has spoken of wanting to create a more thoughtful approach to front desk design in general, but the biometric check-in problems suggest that the company has a way to go. They, and the industry as a whole, need to learn from these situations to ensure that guests don't become stranded due to technical glitches. The future of check-in processes requires a thoughtful blend of new-age technology and reliable, human-centric customer support to prevent similar disruptions.

Hyatt's recent experience with its biometric check-in system highlights the potential pitfalls of relying solely on technology for guest access. The system's failure left guests stranded, unable to check into their rooms and facing a frustrating lack of support. This situation underscores the vulnerabilities inherent in such systems, particularly when hardware or software malfunctions occur.

The reliance on biometric technologies like fingerprint or facial recognition for room access, while intended to enhance security and streamline check-in, presents a critical vulnerability. When these systems fail, guests find themselves locked out, leading to delays and frustration upon arrival. It seems that hotels, including Hyatt, may have prematurely embraced these technologies without fully considering the ramifications of failures.

A recurring theme in these situations is the inadequate support provided when the technology fails. Instead of a responsive human touch, guests are often left to fend for themselves, highlighting the importance of a well-designed backup plan that incorporates human assistance. This isn't limited to Hyatt either; a study suggested that a significant number of tech failures (20%) can occur across hotels.

Implementing biometric systems requires extensive changes in hotel infrastructure. This can increase the risk of vulnerabilities if not carefully planned with robust backup systems. Hotels need to assess if these are worth the financial investment, especially when considering the potential for higher operational costs due to frequent malfunctions or downtime.


While the intention is clear - offering a streamlined and modern guest experience - the practicality of such a transition needs to be critically assessed. Biometric systems, while attractive, raise privacy concerns, and recent events could further erode guest trust in the security of their personal information. There is also a broader point: consumer research has indicated that a substantial number of travelers still prefer the traditional check-in methods.

The evolution of hotel check-in processes must factor in the inherent limitations of technology. Balancing high-tech solutions with a thoughtful approach that ensures human oversight during breakdowns seems crucial to avoid future disruptions and maintain positive guest experiences. Perhaps future check-in processes will need a more nuanced approach, ensuring that a smooth experience is not entirely reliant on flawless technology.

Hotel Check-In Nightmares When Technology Fails and Customer Service Vanishes - InterContinental's AI Concierge Mishap in London

InterContinental Hotels Group's attempt to enhance the guest experience with AI concierge services at their London property hasn't gone smoothly. The AI system experienced a major failure during check-in, causing delays and leaving guests with a poor service experience. This highlights a growing concern in the hotel industry: the risk of relying too heavily on technology without proper contingency plans. When technology fails, as it inevitably can, the lack of a readily available and effective human backup can lead to major frustration for travelers.

While AI systems aim to improve hotel operations and provide a more personalized guest experience, this incident clearly shows the potential for significant service disruptions if they're not carefully integrated with more traditional service models. Hotels need to ensure that human staff are readily available to seamlessly step in when technology falls short, ensuring that guest experiences remain positive even during technology malfunctions. The InterContinental London incident should serve as a reminder that the human element of customer service remains a vital component of a successful hospitality experience, a truth often overlooked in the rush to implement the latest technological trends.

### InterContinental's AI Concierge Mishap in London


The InterContinental Hotel in London recently encountered a setback with its newly implemented AI concierge system, highlighting potential challenges of heavily relying on artificial intelligence in the hospitality industry.

It seems the AI, designed to enhance guest experiences, stumbled when dealing with a family's request. The system's response was confusing and didn't offer the anticipated helpfulness. This incident raises questions about AI's capability to handle the subtleties and nuances of human interactions, especially in sensitive service environments.

The AI relied on a continuous flow of information from a large database to function properly. When this data stream was interrupted, it was unable to deliver even basic services. This dependence on seamless data connections showcases a vulnerability inherent in these systems. A momentary glitch can significantly impact the guest's experience.

Furthermore, during the AI malfunction, guests faced long waits due to a lack of readily available staff to assist. This demonstrates the need for a solid backup plan that includes trained staff able to bridge gaps when technology fails. The reliance on the AI seemed to have reduced the preparedness of the personnel to respond to problems outside of its realm.

Preliminary reports indicated that hotel staff lacked adequate training on how to address issues arising from AI failures. This critical oversight underscores the need for thorough training programs that incorporate both technological and traditional customer service skills. It's clear that a staff solely prepared to hand over everything to the AI is not optimal.

Interestingly, feedback from guests regarding the AI's performance didn't seem to be efficiently integrated into improving the system. This oversight can lead to the persistence of issues and highlights the need for a dedicated mechanism to analyze and address user feedback. Without it, systems might fail to learn and improve.


Security issues were identified with the system, as it was susceptible to vulnerabilities that could be exploited. This serves as a cautionary reminder that blindly embracing AI without careful consideration of security protocols could compromise guest data and increase the risk of breaches. It appears the initial implementation phase lacked comprehensive security assessments.

While hotels strive to embrace modern technology, many guests still favor interacting with human staff over solely relying on digital assistants. This preference reveals that integrating new technologies needs to be carefully considered in the context of traditional guest expectations. It would appear that the shift toward AI has perhaps disregarded that fundamental aspect.

The AI mishap negatively impacted operational efficiency and potentially revenue. The frustration experienced by guests due to malfunctioning technology could translate to negative reviews and impact future bookings. This underscores the economic risks associated with hasty implementations of unproven technology without a thorough evaluation of potential downsides.

Initial discussions among AI specialists suggested that potential biases were embedded in the AI's programming. This could lead to inconsistent service quality for different guests or requests, raising concerns about fair service within a hotel context. The AI might be implicitly or explicitly promoting a form of discrimination through decisions based on its biased data.

Finally, the AI faltered in handling less common or unique requests, exposing limitations in its design. The system seemed primarily built around the most frequently asked queries, overlooking the full spectrum of a guest's diverse needs in a hospitality setting. This illustrates the challenge of designing an AI that caters to an array of requests, rather than simply popular ones.


The InterContinental's experience serves as a reminder that while technology can potentially enhance customer experiences, a well-balanced approach that incorporates human support and carefully addresses limitations remains essential. Ignoring these limitations can lead to frustrating and unproductive outcomes, which can diminish the overall value of what the hotel has to offer.

Hotel Check-In Nightmares When Technology Fails and Customer Service Vanishes - Accor's Self-Service Kiosks Breakdown in Paris

Accor's adoption of self-service kiosks in their Paris hotels exemplifies the hospitality industry's push towards automation. Guests can now check in and out on their own using touchscreens linked to the hotel's systems. Yet, this increased reliance on technology can have downsides. When these systems malfunction, as they sometimes do, guests find themselves facing delays and a lack of assistance. While these kiosks offer efficiency and streamline processes like payment and keycard creation, their success heavily depends on both reliable technology and a readily available support staff to step in if problems arise. The hospitality sector is certainly embracing innovative ways to improve guest experiences, but Accor's challenges with their self-service kiosks demonstrate that it's crucial to have a careful blend of cutting-edge technology and human intervention, particularly when things go wrong. A balanced approach is vital to avoid guest frustration and ensure a positive experience throughout the stay.

In Paris, the adoption of self-service kiosks for hotel check-ins is accelerating, with some hotels seeing a notable surge in usage over the past year, reflecting a shift in travelers' preference towards automated processes. However, this trend is not without its drawbacks.

Data suggests that self-service kiosk systems in the hospitality sector encounter failures at a concerning rate, especially during peak check-in times. This can lead to prolonged wait times and frustration among guests who anticipate a smooth and quick check-in experience. While the reduction in staffing associated with self-service kiosks can be appealing for hotels, it also poses a problem when the technology fails, as hotels may find themselves understaffed and unable to provide timely assistance to frustrated guests.

Interestingly, while a large portion of travellers finds these kiosks easy to use, a substantial number—almost a quarter—continue to prefer the traditional interaction with human staff during check-in. This gap indicates that widespread acceptance of kiosk technology is not yet fully established and highlights a disconnect between technological adoption and passenger comfort.

Furthermore, the performance of kiosks appears to vary geographically, with Paris hotels experiencing a greater frequency of malfunctions compared to similar locations. This difference could be related to infrastructural factors or the age of the technology implemented in the Parisian market. While the initial promise of kiosks was to reduce costs, the reality is that the maintenance and necessary software updates can result in unanticipated expenses for hotels.

Security is also a concern. Kiosks can be susceptible to cyberattacks, and data suggests that some hotel chains haven't adequately addressed this security vulnerability. This means guest information could be at risk during a kiosk system malfunction. When the kiosks do fail, it impacts check-in times significantly. Reports indicate that when technology falters, check-in can take substantially longer than the advertised, swift process, resulting in guest dissatisfaction.

Ultimately, the success or failure of self-service kiosks is directly reflected in customer satisfaction scores. Surveys indicate that guest satisfaction metrics decline noticeably in hotels when kiosk systems malfunction, underscoring the profound impact of technological disruptions on service quality. Many kiosks in Paris hotels are based on older technology, raising concerns about their ability to adapt to evolving software needs and guest expectations. This raises a significant point about the potential for deployment of these technologies without a thoughtful and comprehensive plan to address their limitations.

Hotel Check-In Nightmares When Technology Fails and Customer Service Vanishes - Wyndham's Cloud-Based Property Management System Outage

Wyndham Hotels has been actively rolling out Oracle's OPERA Cloud Property Management System to its full-service hotels worldwide. This is a big move for the hospitality industry, placing Wyndham at the forefront of adopting cloud-based technology on a large scale. The goal is commendable: streamlining operations, managing properties remotely, and enhancing the overall guest experience across a network that covers thousands of hotels. They've also paired it with a new customer data platform and an updated mobile app for easier check-in/out at a larger subset of hotels.

However, the widespread adoption of cloud-based systems comes with a degree of risk. If these systems falter, it can create significant issues for guests, potentially turning the simple act of checking into a hotel into a frustrating ordeal. We've already seen this happen at other chains, leading to delays, a lack of support, and significant guest frustration. The push for modernization is positive, but Wyndham needs to ensure it has a robust backup plan in place should connectivity issues arise. They can't afford for technology to be the reason a guest has a negative experience. The success of this transition will hinge on their ability to address any technological glitches quickly and smoothly. Only then will this be truly beneficial for all parties.

Wyndham's embrace of Oracle's OPERA Cloud Property Management System (PMS) reflects a broader shift within the hotel industry towards cloud-based solutions. This transition aims to modernize operations, enhance efficiency, and personalize guest interactions, particularly by simplifying tasks for hotel franchises and streamlining processes like reservations. Wyndham's plan to expand this cloud-based PMS to 2,000 more hotels over the next year is a bold move, building upon the system's current deployment across several hundred properties.

However, this shift towards cloud computing raises questions about the level of preparedness in the hospitality industry for managing the challenges that come with such dependence. The cloud environment necessitates an intricate web of interconnected systems, which means any disruptions can potentially cascade across a hotel's various operations, impacting everything from reservations and check-in to guest services.

One point of concern is the reliance on reliable internet connectivity. Delays in network transmission, even those measured in milliseconds, can have a substantial impact on the functionality of cloud-based applications, potentially causing frustrating delays for guests during critical processes like check-in. Further, the increasing reliance on cloud-based systems also creates a larger attack surface for cyberattacks, posing potential threats to guest data security. The reliance on these systems also highlights the vulnerability of a hotel's revenue stream, given the potential for significant financial loss during periods of extended downtime.

While this modernization presents benefits, the question remains: Are hotels adequately prepared to handle potential outages? It appears that a significant number of hotels, including some under Wyndham's umbrella, lack robust backup systems designed for such scenarios. This could result in extended downtime with no swift recovery mechanisms, potentially leading to heightened guest frustration.

Furthermore, customer service can become overwhelmed during an outage as guests are unable to use online tools and seek alternative channels for support. Training for staff on how to deal with a technological disruption within a hotel operation seems to be an area where investment needs to be prioritized. The interconnectedness of the technology also means that the impact of a cloud outage extends beyond the simple check-in process. Guests may encounter problems with room pricing, service delivery, and overall operational efficiency, leading to a fragmented experience and possibly impacting customer loyalty programs.

It's interesting that the hospitality sector is leaning heavily into technology while seemingly falling short in having comprehensive contingency plans. While technological advancement holds promise, it appears there's a gap in planning and preparing for failures within these systems. The adoption of modern technologies needs to include well-defined procedures and adequately trained staff to minimize the negative impact on guest experience when failures occur. It seems clear that the hospitality industry will need to invest more effort in building resilient and robust systems and processes before widespread adoption of these cloud-based tools becomes fully ubiquitous.