A South Florida hotel is facing backlash, after a guest reported that their check-in was processed remotely, via an outsourced video call…
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La Quinta by Wyndham remote check-in experience
There’s a video going viral about a practice used by the La Quinta Inn & Suites by Wyndham Sunrise, Florida (much of the coverage incorrectly refers to this as a hotel in Miami, but that’s not the case). In a video that has been viewed millions of times, a man films the setup in the hotel’s lobby, where there’s a monitor with a sign above it, reading “Check In & Out Here.”
An outsourced representative appears on the screen, who conducts the check-in by video call. The representative is heard asking how many room keys the guest wants, and then asks the guest to sign on the screen with his finger. As he signs, an automated voice mentions that the hotel has a policy of no smoking, no pets, and no visitors.
Interestingly, the hotel’s website has a picture of a reception desk, though either that’s just not staffed anymore, or the area has been redesigned.
Recent TripAdvisor reviews of the hotel are overwhelmingly negative. The most recent review gives the hotel a one-star rating, and reads as follows:
DO NOT STAY AT THIS PROPERTY! The hotel is dirty inside and out and you will not be able to find an employee at the property. Had to check in and out via kiosk with an agent in Sri Lanka.
The next most recent hotel also gives a one-star rating:
Hotel is a pigsty. NOT HANDICAP ACCESIBLE IN ANY WAY- starting with the hotel front door that would not open and was super heavy and hard to keep open. The whole bathroom with broken tiles for a handicapped accesible room, room door didn’t close without forcing. No frontdesk clerk- just a machine. Curtains in a first floor would not close- had to use a hanger to close. No rack to place luggage- had to place them in the floor. When asked for manager… worst customer service!!! This is a first and last time for me… NOTHING GOOD about this place- only nice person was a cleaning lady!!!
Wyndham has commented on this situation, claiming that this is a franchised property, and that this practice doesn’t meet brand guidelines:
“We are aware of this matter and are actively investigating. This is a franchised location, meaning the hotel is independently owned and operated, and as such, we don’t control staffing. That said, this franchisee’s use of this equipment is not brand approved nor is it being marketed to other franchisees. Further, our brand standards require hotels to have a team member physically stationed at the front desk at all times.”
Despite that claim, this isn’t the first time that a Wyndham property has done this. Earlier in the year, a guest at the Baymont by Wyndham Bonita Springs reported a similar setup. So if this is in violation of Wyndham’s policies, the company isn’t doing a good job enforcing rules.
Does this cross the line for the hospitality industry?
There’s no denying that so many travel companies are always looking to cut costs, especially with staffing, and at times it can be hard to decide what’s a reasonable cost cutting exercise, and what isn’t.
For example, it’s incredibly common to deal with outsourced call centers when interacting with travel brands, including hotels. As a World of Hyatt Globalist member, I recently shared my awful experience with Hyatt’s new outsourced call center, where the representative was beyond clueless (which wasn’t her fault, but it’s due to a lack of training).
Similarly, we’ve seen some hotels introduce self check-in kiosks, where guests go through the check-in process themselves, and multiple kiosks are just supervised by an agent. It’s basically the same as the airline check-in model.
What we’re seeing at this La Quinta property seems to be a combination of those two practices — you have an outsourced agent overseeing a (mostly) self check-in experience.
Personally, I think the biggest concern with this kind of situation is safety. Is there actually someone on-property who could assist guests in the event that there’s an emergency? What happens if you call the front desk? I would assume (hope?) that the property still has 24/7 security to oversee everything, or else this seems like a major liability.
Obviously I’m not a fan of this policy, and I think this is terrible service. At the same time, we’re talking about a two-star La Quinta, which is just about the most basic accommodation you could get, while still getting a (hopefully) clean room.
Bottom line
A La Quinta hotel in Florida is getting quite a bit of negative publicity for its check-in experience, whereby an outsourced agent on a video monitor virtually checks in guests. Wyndham claims that this practice violates the company’s policy, though it also appears that this isn’t the only Wyndham property to be doing something like this.
What do you make of this outsourced, virtual check-in concept?
I had a similar situation at a rental car counter at FLL several years back. The sole agent behind the counter kept pushing us off to two kiosk.
Once the monitor warmed up (CRT), it had the same clarity as my 1983 RCA Colortrak TV. I had a very hard time understanding the on-line agent for she had a radio on in the background and I could hear cars pass by due to a...
I had a similar situation at a rental car counter at FLL several years back. The sole agent behind the counter kept pushing us off to two kiosk.
Once the monitor warmed up (CRT), it had the same clarity as my 1983 RCA Colortrak TV. I had a very hard time understanding the on-line agent for she had a radio on in the background and I could hear cars pass by due to a open window making the whole process very difficult. Also, she seem so disinterested and kept mumbling her words that I had her repeat each instruction. There were two unmarked slots; one for D/L and one for credit cards and she would confuse which one to use for swiping as well as making me holding my cards up to the monitor for her to review. She was very annoyed that I requested a copy of the rental agreement, but one did pop out of the base of the monitor.
I did get an e-mail requesting my feedback from the rental agency. I ripped the whole process apart. One of the few times that I enjoyed writing a 1,000 word essay.
On subsequent visits to FLL, I noticed the two kiosk were missing.
Why have anybody at all? Just let people checkin using their phone and allow them to go to their guest rooms directly.
I wonder how you deal with a maintenance issue or perhaps the air conditioning system going awry - Do they send up a robot or would there be a bone and flesh individual
I will do absolutely 100% anything not to deal with an Indian person. In everyday life or an IT situation. Absolutely anything. Period.
The folks on IT call centers in the Philippines are a complete & utter breath of fresh air.
I would say this is where 'immigrants taking our jobs' rings true, pun intended. Look, people who were complaining before weren't it in the fields picking fruits and veg. This on the other hand is when they are taking your jobs and honestly, I don't feel bad at all seeing as how FL voted for the idiot, serves them correct. Your votes have consequences
There is an easy way for hotels to get more customers, revenue without cutting cost. one of their competitors just needs to go bankrupt. Customers just need to come to consensus on who that should be. Of course it's a five line of too many nose dive. Can you imagine if Marriott was the icky player? Or would be like Comcast.
I don't have a problem with this as long as I choose to do so. For example, in over touristed areas like Hawaii and Vegas (well maybe not vegas these days) the long Disney land lines to check in is ridiculous especially when you just need to check in and sleep. This would help.
But this should only be an option and not all or nothing like self checkout at the supermarket. And if they...
I don't have a problem with this as long as I choose to do so. For example, in over touristed areas like Hawaii and Vegas (well maybe not vegas these days) the long Disney land lines to check in is ridiculous especially when you just need to check in and sleep. This would help.
But this should only be an option and not all or nothing like self checkout at the supermarket. And if they are using remote, it damn well be with someone who actually knows hotel hospitality and not someone who also handles calls about your printer.
That has happened to me where the guy was clearly handling multiple calls concurrently. My issue was a printer purchase and he would keep putting me on hold for 15min. Then I've time he got back to me but he forgot which customer I was and told me to try and take the battery out of the camera. I said are you Fing kidding me. You game me confused with your other support call. And he didn't even deny it.
Hotel owners, ranging from luxury to budget, are trying to cut costs given how much costs have risen as well as generally sluggish revenue growth. However, hotels need to understand that a lot of travel is discretionary, and people expect certain stuff when they book a hotel. If you book any branded hotel, you expect to have access to hotel staff. It’s like going to a restaurant - people expect to interact with real people....
Hotel owners, ranging from luxury to budget, are trying to cut costs given how much costs have risen as well as generally sluggish revenue growth. However, hotels need to understand that a lot of travel is discretionary, and people expect certain stuff when they book a hotel. If you book any branded hotel, you expect to have access to hotel staff. It’s like going to a restaurant - people expect to interact with real people. If you cut back too much, people will just stop using the product.
Wait until you see off shore housekeeping. Lol.
This property is in the town next to my Florida home and very close to the local IKEA and about a mile from where the two-time Stanley Cup Champion Florida Panthers reside. I see a lot of racist crap and back and forths from people who love tech and hate dealing with people. None of that should matter as this is insanely unacceptable.
My question, Ben: are you following up with a rep from the...
This property is in the town next to my Florida home and very close to the local IKEA and about a mile from where the two-time Stanley Cup Champion Florida Panthers reside. I see a lot of racist crap and back and forths from people who love tech and hate dealing with people. None of that should matter as this is insanely unacceptable.
My question, Ben: are you following up with a rep from the company? Not the local place, Wyndham corporate. Like the CEO or someone just under?
I'd love to hear what they are going to do about the (mis) management of this dump.
There’s no need for Wyndham to explain that it’s a franchise location. Their name is on the door. They’re responsible.
Pull the franchise and send workers out to cut down or paint out Wyndham or La Quinta's name.
JuST BEYOND!
I can still smell the "curry breath" even if he is thousands of miles away. What are the odds the Franchisee is also an Indian and quite possibly related to the guy on the monitor.
I’ve seen this a lot in other countries, but not at a hotel. Usually it’s in the door man category for private apartment buildings. When you walk down the sidewalk in Buenos Aires, it’s nothing but a series of screens with random people’s faces on them staring into their webcam waiting for engagement. It’s very off putting… but it seems to be normalized there. When you consider the cost of the full time Door Man...
I’ve seen this a lot in other countries, but not at a hotel. Usually it’s in the door man category for private apartment buildings. When you walk down the sidewalk in Buenos Aires, it’s nothing but a series of screens with random people’s faces on them staring into their webcam waiting for engagement. It’s very off putting… but it seems to be normalized there. When you consider the cost of the full time Door Man for a small apartment building, all of a sudden you can see how residents would have voted to go in this direction…
When it comes to a hotel, however… it looks even worse as the people being inconvenienced are not the ones that made the decision.
The fact is if you don’t strongly voice your opposition now it will very quickly become the normal thing to deal with.
I could, in principle, excuse this as a "backup" option during late-night hours if the Night Auditor was dealing with a situation (since only having one person on-site could mean that if e.g. they were having to deal with noise complaints while someone comes to check in, the late check-in gets stuck waiting for 20 minutes).
But of course, it won't just be used for valid corner cases...so I'm happy to throw the baby out with the bath water on this.
Self check in is the future… why do we need people for simple things for check in. Of course there should be at least one staff member but ai and self check in or mobile check in is sufficient for majority of traveler.
And your views are the reason why we are becoming an increasingly detached and soulless society. Nothing beats human touch.
Yeah I really loved the human touch of the desk agent an hour ago who ignored me while scrolling on her phone and then snapped “give it to me, let me see it” when I politely told her I was checking in and offered my ID. Bring on the kiosks.
I can see it now....
Guest: ummm I don't want this room. There's a dead body inside
AI: we're glad you like this room. Please have a wonderful day
Guest: eeer no there is a problem with my room.
AI: Great, I can certainly help you to check out early. All done. Please note we have charged an early departure fee as described in our TOA. Have a great day.
It will soon be an AI chat bot or a kiosk anyway.
Another reason why, if possible, I only stay at local/boutique/family owned properties rather than big chain hotels. You are usually greeted and checked in by the owner or someone that is local and really care about their business. The fact that their reputation and financial life depends on the success of their business makes them want to deliver a great level of service. I have been doing this in Europe for many years now and don’t regret it.
I wonder how many of the commenters here opposing being checked-in by a remote worker love love love their post-covid work from home arrangements and would throw a hysterical fit if they were told to return to their work environment for in-person work. Elon Musk rightly called out this post-covid professional hypocrisy.
I wouldn't expect a person whose job includes occasionally diagnosing server hardware issues to be able to work remote, even if 90% of their job is managing a server by remote. Same logic for hotel front desk staff. Even if 90% of your guests check-in through the app, sometimes crap happens that requires manual intervention by a human. Or maintenance issues with a room that need urgent action. Or people getting physically locked out of...
I wouldn't expect a person whose job includes occasionally diagnosing server hardware issues to be able to work remote, even if 90% of their job is managing a server by remote. Same logic for hotel front desk staff. Even if 90% of your guests check-in through the app, sometimes crap happens that requires manual intervention by a human. Or maintenance issues with a room that need urgent action. Or people getting physically locked out of a hotel because they forgot their keycard.
That's very different from somebody whose entire job is auditing billing invoices on an excel sheet or building software products or whatever.
@Ben, are you going to address the racist comments?
I abhor the clearly racist comments and agree that some people's reaction is based on race not the actual issue at hand. However, I don't think Ben should be put in a position of determining which comments to publish and which to not. First of all, it puts him in a terrible no win position. Second, we have, at least for now, free speech. Awful as it may be, a hateful ignorant jerk has the right to be a hateful ignorant jerk.
A website does not have any obligation to treat hate speech as free speech.
@DavidW
The government cannot* punish you for being a hateful, ignorant jerk. That's very different from a private company deciding they won't tolerate it on their platform. I've frequented all sorts of niche interest forums since the dawn of the world wide web, and I've seen a LOT of people banned from those forums for things they said.
*The government is currently punishing people and organizations for their speech
In a couple of years it will be an AI avatar…and doing a lot client facing jobs. Have fun with that!
With the current state of the hospitality industry, I'm curious if they asked for a tip after check-in was completed? :p
"User technology fee"
I’m getting a bit sick and tired with hotels attempting to hide under their “it’s a franchise location” excuse. The sign out front says it’s a La Quinta Inn and Suites by Wyndham. The guest doesn’t know or need to know that the dump is owned and operated by Bobs Sleezy Hotels Florida. There’s no need for Wyndham to explain that it’s a franchise location. Their name is on the door. They’re responsible.
When I check in I'm tired and just want to get checked in quickly. If the hotel could have a German Shepherd accomplish that I'd say woof. Now what would be problematic are questions I usually have for the front desk if I've not stayed there before:
1. Guest laundry onsite?
2. Ice machine on the floor?
3. If an airport hotel with a shuttle do I need to be put on the shuttle in advance?
That's about it.
I'd rather deal with a German Shepherd than with a lot of 'customer service' staff or the public almost any day ! .. Woof !
Now they're just working out how to make the housekeeping virtual as well.
Why is 'housekeeping' even needed ?
.. lol
Such a pathetic example of something being disguised as innovation, but actually being a display of laziness and cost cutting. This is why many people are mad at big companies
Will the agent follow the typical call center script?
"I am very happy to assist to you for providing keys for you and your party. How many keys do you desire?"
I need two.
"Yes, thank you for advising me that you desire two keys to your room at this hotel. We recognize that you may wish to grant access to another member in your party and I am very happy to...
Will the agent follow the typical call center script?
"I am very happy to assist to you for providing keys for you and your party. How many keys do you desire?"
I need two.
"Yes, thank you for advising me that you desire two keys to your room at this hotel. We recognize that you may wish to grant access to another member in your party and I am very happy to assist you in that as here at Wyndham we understand that you may wish to share your hotel stay with the other person on your reservation."
"Wyndham has commented on this situation, claiming that this is a franchised property, and that this practice doesn’t meet brand guidelines"
LMAO @ the notion of brand guidelines at Wyndham properties.
Hello Saar.
I stayed at a hotel in Brussels last year that didn’t even have virtual staff. The next morning the hotel lost power (while I was out for a walk). I was locked out of the property (in the rain) for well over an hour. It wasn’t until another guest walked out when I was able to get inside. My only communication was via a chat box. After getting more and more frustrated, I packed up and left and checked into a new hotel. Totally ridiculous.
All this place is missing is some ceiling weiner art.
I don’t need a front desk to get me checked into a room. I do need someone there to deal with issues like an inoperable tv set, random maintenance issues, or if I need extra toilet paper once housekeeping has gone home for the day.
TP ?.... That's why God have us 2 hands !
... lol
At least you can speak to a real person. Its better than a kiosk.
I'd rather deal with a Kiosk over an indian.
Not that its acceptable, but that's a Sri Lankan...a completely different country, ethnicity, and culture. You racist bigot.
Don't care, didn't ask.
Michael....'Sri Lankan' is not an ethnicity...as a result, neither is there a single culture. There are at least four (4) different ethnic groupings and a dozen languages, and at least seven (7) religions. I have a feeling you don't know these facts and were just itching to cry out "racist bigot" at every opportunity, no matter what...There are racists out there, but there are also idiots like you.
I didn’t want to provide more information to little brains of you racist scumbags. So summarized.
How about Sonder Hotels? those are completely unstaffed.
In 2022 I booked a two night stay through Chase's portal, got charged in advance, but when arrived to the hotel at midnight, just found a locked door with an "Emergency number" on the door in a remote call center that only attended emergencies, checking in was not considered an emergency as I was supposed to do it on an app in advance, took me a 2...
How about Sonder Hotels? those are completely unstaffed.
In 2022 I booked a two night stay through Chase's portal, got charged in advance, but when arrived to the hotel at midnight, just found a locked door with an "Emergency number" on the door in a remote call center that only attended emergencies, checking in was not considered an emergency as I was supposed to do it on an app in advance, took me a 2 hour call during midnight to address the situation with Chase, nobody sent me the app-based check in procedure in advance.
Sonder is not exactly thriving...
I'm not sure how this is materially different than checking into my Hilton room via the app and using my phone as a key, except that the outsourced kiosk probably takes longer and results in more mistakes.
The key difference is that Hilton digital check-in is an option, whereas in this case you must use this nonsense. I would be very happy if more hotels offered self-service check-in/check-out kiosks (which I find much better than apps - they can issue physical keys, verify identity where needed etc), but the "old school option" should always remain available.
tbh I feel like "takes longer and results in more mistakes" is my main gripe. If I'm going to be tapping away at this screen anyway don't make me talk to anyone
Something similar happened in Toronto a while ago, although it was a salad/wrap restaurant. You had to place your order through the webcam kiosk (I believe the agent was also in India), so the shop only had to hire one person to assemble the wraps/pour the soup. But there was backlash and, to my knowledge, it stopped there...
That's dumb, I feel like outsourcing stuff like that would cost more than a simple self ordering kiosk and it would take longer (not to mention the possible miscommunication)
This is likely a pre view of the future of this industry. As AI gets better I suspect we will be checking in and using AI at the hotel for our needs with only human backup, either physically at the location or off shore. It is only a matter of time. Hotels currently have self check-in kiosks, especially in Vegas, we have self check-in kiosks at airports.
Yeah that's a no from me. Front desk should have live staff present 24/7. Not just for security/safety reasons or customer service reasons, but imagine if you have a maintenance issue like water pooling on the floor or the ceiling leaking, or a broken toilet. The front desk is how guests raise maintenance issues like that, and having a virtual/offshore representative means staff isn't able to immediately put eyes on something and determine how serious...
Yeah that's a no from me. Front desk should have live staff present 24/7. Not just for security/safety reasons or customer service reasons, but imagine if you have a maintenance issue like water pooling on the floor or the ceiling leaking, or a broken toilet. The front desk is how guests raise maintenance issues like that, and having a virtual/offshore representative means staff isn't able to immediately put eyes on something and determine how serious it actually is.
I'm going to assume that Wyndham is being truthful that this is against company policy and is being done by the franchisee operator, but the onus is still on Wyndham to actually enforce that standard. Something that a lot of hotel brands seem to be having a hard time actually doing...
I'm not sure why people think that front desk staff are there for your safety/security. They aren't. If someone wants to come up to your room, they will. And in some cases, hotel staff are the ones performing the criminal acts. The only way to maybe deter that is to put key scanners in the elevator. But steps still do exist lol.
@Alonzo
A bit fallacious to claim that hotel staff don't positively affect safety and security in a hotel just because some hotel staff commit crimes. Nothing's perfect or a guaranteed solution sure, but that doesn't mean that the solution is completely worthless. When other people are present and watching, other individuals are less likely to engage in anti-social or criminal behavior. Think about it. If no staff is present, what stops randos from just...
@Alonzo
A bit fallacious to claim that hotel staff don't positively affect safety and security in a hotel just because some hotel staff commit crimes. Nothing's perfect or a guaranteed solution sure, but that doesn't mean that the solution is completely worthless. When other people are present and watching, other individuals are less likely to engage in anti-social or criminal behavior. Think about it. If no staff is present, what stops randos from just walking into the lobby and sleeping on that furniture? What stops randos from stealing furniture/TVs/fire extinguishers/light fixtures or vandalizing things in the lobby? What stops somebody from hanging out in the lobby waiting to mug a guest entering or leaving? The front desk staff is literally the first line of defence against that sort of thing. Just their presence deters it because that's somebody who can immediately call police if something happens.
And no, I don't expect front desk staff to stop somebody from coming up to my room. That's why many hotels have keycard scanners on both the elevator and the entry side of the bottom floor stairwell door. I expect front desk staff to be present to deter vandalism/criminal activity in common areas, be present for maintenance issues at odd hours, and be present as a manual solution when technology fails. You can have automated check-in kiosks if you want, but there should always at least be 1 front desk staffer on duty at all times.
@Dusty
I don't disagree with any of your comments. Only that when theft and crime has happened in hotels, it has been with front desk staff present and on-site. Speaking about what could happen if there were no staff present, is hypothetical. I get what you are saying but deterrence only goes so far in the criminal mind. Or lack thereof.
@Alonzo
I'm guessing you're talking about theft/assaults in actual rooms or guest hallways, because to my knowledge the same is rare/nonexistent in lobbies. Those crimes do happen, and I agree a front desk agent doesn't necessarily prevent that. My concern is that removing live front desk agents entirely opens up the public areas to this sort of thing. The logic I'm hearing from you is that because crime already happens, live staff has no...
@Alonzo
I'm guessing you're talking about theft/assaults in actual rooms or guest hallways, because to my knowledge the same is rare/nonexistent in lobbies. Those crimes do happen, and I agree a front desk agent doesn't necessarily prevent that. My concern is that removing live front desk agents entirely opens up the public areas to this sort of thing. The logic I'm hearing from you is that because crime already happens, live staff has no preventative effect on it. Which is ludicrous, because you wouldn't say that because crime already happens, police presence has no effect on it. I agree the presence of an authority figure, whether that's police, security, or just staff, doesn't dissuade everyone. But if no authority figure is present, anyone is basically free to give in to their worst opportunistic impulses.
@Dusty
I get it. But you are speaking from the mind of a rational, sane adult. Not the mind of a criminal.
I can only go off of facts. And the facts are that the majority of crimes committed in hotels, whether in a hotel lobby, hallway or room, were done when some sort of hotel staff were present or onsite. Removing staff may or may not increase crime. Only time will tell.
@Alonzo
Done with hotel staff on site, but not in an area where hotel staff were present and had visibility. That's the difference. Removing front desk staff adds another location where hotel staff do not have constant visibility, making it easier to commit crime in those areas. This is not a difficult concept.
Second this.
Not in any way against self service kiosks, but there definitely needs to be visible staff manning a booth/desk at the facility. This is how it is with numerous properties I've stayed at in Japan and it seems to work great.
If something goes wrong with the kiosk or something you need that's not at the self service center, there's always somebody you can immediately talk to. If you're fine with...
Second this.
Not in any way against self service kiosks, but there definitely needs to be visible staff manning a booth/desk at the facility. This is how it is with numerous properties I've stayed at in Japan and it seems to work great.
If something goes wrong with the kiosk or something you need that's not at the self service center, there's always somebody you can immediately talk to. If you're fine with just checking in and heading straight to your room, no interaction needed though they'll usually give you an overview of the amenities and such and speaking to somebody in person is much more pleasant than trying to communicate through the machine which may not have the best of microphones/speakers.
When something goes wrong at an Airbnb or Vrbo, who do you communicate with?
@Alonzo
In my experience with VRBO, I have always been given the direct phone number to the property owner or manager prior to check-in. Any time I've had problems, I've gotten instant responses. Very different from hotel chains, where typically the only phone number I get is the corporate customer service line, plus the hotel phone shortcut to the... wait for it! The front desk.
1. It's a La Quinta, not a Four Seasons.
2. How much can you reasonably pay a human front desk worker in Miami? Cost of living would say $25+/hour with benefits.
3. Arguably this is a better experience than just using the mobile app for check-in with zero human interaction. Look at what all of the major hotels in Vegas are doing and all of the complaints.
People are just mad because...
1. It's a La Quinta, not a Four Seasons.
2. How much can you reasonably pay a human front desk worker in Miami? Cost of living would say $25+/hour with benefits.
3. Arguably this is a better experience than just using the mobile app for check-in with zero human interaction. Look at what all of the major hotels in Vegas are doing and all of the complaints.
People are just mad because it's an Indian man. Let it have been a beautiful European or Hispanic woman and you wouldn't hear shit from most.
Can we outsource your inane comments to AI next?
Book an Airbnb. With AI.
"People are just mad because it's an Indian man. Let it have been a beautiful European or Hispanic woman and you wouldn't hear shit from most."
I completely agree with this. Or if it was in Japan and outsourced to a domestic call center, all the otaku dorks would cream themselves over it. It'S liKe BeiNG iN thE FutURE etc etc.
I was just booking a Hyatt Place stay today and since I do...
"People are just mad because it's an Indian man. Let it have been a beautiful European or Hispanic woman and you wouldn't hear shit from most."
I completely agree with this. Or if it was in Japan and outsourced to a domestic call center, all the otaku dorks would cream themselves over it. It'S liKe BeiNG iN thE FutURE etc etc.
I was just booking a Hyatt Place stay today and since I do this pretty much weekly, wondering why can't this just be automated in 2025, why do I need the same fake spiel and thanks for being an Explorist and handing me some lukewarm water bottles... when it can all be done via my phone (and is supposed to be, if digital key ever actually was enabled).
@Santos
Originally, the brand standard for Hyatt Place was to have a kiosk in the lobby, typically near the main entry. I think that's how the whole concept of the HP Front Desk Agt also being the bartender, cook, wait person etc. The Front desk was meant to be there for 'abnormal' check-ins. But nobody (myself included) ever used the kiosk.
I haven't seen a kiosk in 10-15 years. Perhaps today more people will...
@Santos
Originally, the brand standard for Hyatt Place was to have a kiosk in the lobby, typically near the main entry. I think that's how the whole concept of the HP Front Desk Agt also being the bartender, cook, wait person etc. The Front desk was meant to be there for 'abnormal' check-ins. But nobody (myself included) ever used the kiosk.
I haven't seen a kiosk in 10-15 years. Perhaps today more people will use them as we've become used to them. Tho for myself, while I like kiosks/apps for doing stuff, if I walk in and see both an available kiosk and available agent, I'm still headed towards the desk.
This is how jobs get replaced by AI (All Indians)