Key trends and forecasts:
- Juniper Research expects contactless transactions to exceed $10 trillion by 2027.
- RBR Global forecasts that over 80% of consumer credit cards will be contactless by 2026.
Contactless Experiences in the Hotel Industry
Contactless hospitality uses technology to minimize or eliminate face-to-face interactions between guests and staff. Advances that once seemed unlikely are now mainstream: guests can book and pay for rooms, receive arrival and checkout instructions, communicate with the front desk, order room service, book wellness treatments, and access amenities using their smartphones.
The goal is a seamless, enjoyable guest experience that raises customer satisfaction while streamlining hotel operations.
Why Contactless Guest Experience Matters
Contactless solutions allow guests to manage much of their stay via smartphones. Benefits include:
- Increased operational efficiency
- Reduced waste (paper, plastic)
- Lower energy consumption
- Immediate availability of services
Digital transformation and contactless hospitality have become standard expectations. Contactless solutions — payments, digital concierge services, and real-time decision tools — now play a central role in the customer experience.
Benefits of Contactless Technology for Hotels
Contactless technology enhances the guest experience, creates revenue opportunities, and lowers operational costs. Key advantages include:
More Safety
Personalized experiences influence booking decisions: 8 out of 10 travelers prefer properties offering personalization, and nearly half are willing to share personal data to improve their stay. Contactless solutions reduce lines and provide self-service options, improving hygiene, communication, and opportunities for in-app purchases.
Minimized Human Touch
The pandemic increased guest preference for social distancing and avoiding crowded spaces. Contactless technology reduces the need to touch shared objects and helps hotels adapt to new safety expectations. Properties that fail to modernize risk losing guests.
Competitive Edge
Hotels that invest in contactless tech stand out. Surveys show about 80% of visitors prefer hotels with apps providing features like room service ordering and check-in. Modernizing with contactless tools attracts guests and strengthens market position.
Secure Key Cards
Traditional key cards can be lost or misused. Digital keys accessed through hotel apps or digital access systems offer secure, quick access and can integrate with wearables (e.g., bracelets) so guests without smartphones can still benefit.
Improved Customer Experience
Exceptional customer service can yield revenue growth above market averages. Contactless tech lets guests request services (room service, laundry, spa appointments), reserve spaces, and manage logistics easily from their devices, improving convenience for both guests and staff.
Technology Solutions That Enable Contactless Services
Below are notable contactless experiences and how they work:
Contactless Check-In
Guests can check in from any mobile device without downloading an app. A link sent via text or email lets them complete check-in quickly, reducing lobby wait times. Best practices include enabling remote check-in and upgrade requests, using web-based tech to avoid forcing native app downloads, and supporting independent guest interactions throughout the stay.
Guest Messaging
With smartphones nearly always at hand, mobile messaging is an intuitive way for guests to contact hotels. A guest messaging platform automates routine communications (FAQs, routing, confirmations) to ensure prompt, accurate responses and free staff for higher-value tasks.
Self-Service Technology
Self-service solutions are increasingly popular: an Oracle Hospitality / Skift report found 71% of guests are likelier to choose hotels offering self-service tech. Contactless checkout allows guests to submit departure details via a web form, automatically check out, and notify housekeeping — reducing unnecessary knocks and improving operational efficiency.
Contactless Payments
Contactless payment adoption is growing rapidly. By embracing contactless card and mobile payments, hotels can offer secure, seamless transactions at check-in, in restaurants, and throughout operations.
Digital Concierge Bots for Hotels
Digital concierges provide instant assistance via phone or laptop. They answer questions, handle requests (late check-in, breakfast orders, temperature adjustments, extra bedding), and provide local recommendations, freeing staff to focus on more complex tasks.
How HelloShift Enables Contactless Hotel Technology
HelloShift offers an integrated platform to support contactless guest experiences and internal operations. Key capabilities include:
- Contactless check-in and mobile/digital keys
- Guest messaging and web-based guest engagement (no native app required)
- Self-service tools and contactless checkout
- Housekeeping management and real-time room status visibility
- Staff collaboration across buildings, floors, shifts, and departments
- Website chat and digital concierge functionality
HelloShift helps hotels deliver personalized, safer, and more efficient stays while maintaining competitive advantage and improving customer satisfaction.
Hotel teams using HelloShift:
- Automate routine guest messages
- Provide a digital guidebook and pre-check-in via mobile
- Coordinate housekeeping and maintenance through a unified app
Properties using HelloShift report 30% reduction in guest complaints, 2x faster issue resolution, and 40% fewer front desk calls thanks to AI Assistant and digital guidebooks.
Stop losing revenue to missed calls and voicemails. HelloShift AI answers when staff is busy, guests enjoy mobile check-in and digital guidebooks, and your team coordinates seamlessly with real-time room status updates.
See why properties using HelloShift report 30% fewer guest complaints and 2x faster issue resolution. Book a personalized demo or start your free trial.
