Most major hotel groups, like Hilton, Hyatt, and Marriott, offer a mobile check-in option through their apps. The question is, should you use this, and if so, what’s the benefit to doing so? I don’t actually have a terribly strong opinion about this, but a reader asked me, so I’ll share my take, and am curious to hear how others approach this. Maybe it’s an opportunity for me to evolve my stance.
In this post:
Hotels encourage you to use mobile check-in
If you have a confirmed stay with a major hotel group and have their app, chances are that you’ll get a push notification within a couple of days of arrival, inviting you to check-in online.
We’re used to the concept of checking in online with airlines, for example, as that’s how a vast majority of passengers (at least in the United States) obtain their boarding passes. However, people generally aren’t as enthusiastic about checking in with hotels. Why is that?
- With hotels, it’s much more common for people to want to talk to a front desk agent, either to discuss specific property information, see if any upgrades are available, ask for late check-out, etc.
- When you do mobile check-in with a hotel, you often still have to stop by the front desk to show your ID or payment method, or to activate your mobile keys
- Speaking of mobile keys, while that’s now widely offered (whereby you can use your smartphone to unlock your room), not everyone actually likes using that feature
It’s also worth emphasizing that mobile check-in doesn’t have the same functionality with all hotel groups. With the Marriott Bonvoy app, mobile check-in just asks you to confirm your arrival time and you push a button stating that you want to check-in, and that’s it. Meanwhile with Hilton Honors, there’s a lot more functionality, including the ability to select your specific room from any available room within your category.
My approach to hotel mobile check-in
I’m pretty lukewarm on hotel mobile check-in — sometimes I use it, while other times I don’t.
I guess the first thing to note is that I don’t remember the last time I actually used the mobile key option, whereby your smartphone can unlock a room. I’m not sure why, exactly, but it’s just something that has never really appealed to me. Maybe I just need to get in the habit of it… I’m curious if I’m alone in feeling that way?
Back when hotels first introduced mobile check-in (a decade or so ago), I had tried it several times, and almost always found it to be glitchy. So maybe those memories are why I still don’t use it.
With that in mind, here are the situations in which I typically do check-in online:
- If I’m happy with the room category that I’m blocked in (it typically shows through the app), factoring in the possibility for elite upgrades
- If I’m arriving really late, and want to make sure the hotel doesn’t cancel my reservation or walk me
- If I’m just staying at a limited service property, or if I’m on a short stay, where an upgrade is unlikely or not important to me
When I do mobile check-in, I always still drop by the front desk. However, I find that more often than not it speeds up the check-in process at least marginally, and often the keys are already prepared for me, and are handed over after showing my ID.
Meanwhile I typically don’t check-in online if:
- My room type doesn’t show as having been upgraded, and I feel like I might have better odds of an upgrade if checking in with a human at the front desk
- I’m heading to a resort or true luxury hotel, where the check-in experience can be helpful, and even pleasant
So yeah, I’m kind of wondering if most people take a similar approach to me, or if I’m in the minority. I don’t feel passionately one way or the other about this, though mobile check-in has never struck me as a huge time saver, unlike with airlines. But again, maybe I’m just stuck in my old ways.
Bottom line
We’re just about all used to checking in online for our flights. While most major hotel groups have this functionality, the benefit just isn’t the same, if you ask me. Personally I use mobile check-in sometimes, but even when I do, I wonder if it’s worth bothering. Meanwhile if I’m hoping for an upgrade beyond what the hotel app shows, I’ll usually hold off on checking in prior to arrival.
Where do you stand on mobile check-in with hotels?
"You already selected a specific room, so we did not think you wanted an upgrade."
Much better to check in at front desk if you’re hoping for any chance of an upgrade.
For me, mobile check in is perfect for run of the mill Embassy Suites etc. where there are literally only 4-6 room types (in which case I use the phone key as well), otherwise I’m showing up at the front desk and being as polite as possible.
I once made a mistake of overconfidently booking the Hyatt Chicago after the cancellation time but before my plane was in the air. Of course, my flight was canceled and didn't make it until the next morning, but I checked in and out remotely and at least got my Brand Explorer night.
Tell me how an in-person chdck in process is potentially pleasant?
“Thank you for being a Hilton Diamond member. We’ve upgraded your room. Here are two vouchers for complimentary drinks at the bar.”
Yeah, I have to stop by the front desk anyways to get my food vouchers as a Hilton Gold.
Will only check-in on an app if they give me a mobile key to bypass the desk.
Otherwise, why bother checking-in one extra time?
I like the Hilton mobile checkin and the ability to choose your room. I admit I am pretty anal about it and will look at the layout of the rooms available and Google Maps to see if there is a major road/street on one side of the hotel or another and pick a room from the Hilton room map based on what looks like the quietist part of the hotel.
Thanks for the discussion!
I am similar as yo when I use it.
Re mobile key, rarely remember but I’ll note I forget my key more often than my phone! Great if I have the mobile key then.
I use mobile check-in all the time to get the mobile key... because for some reason I always end up at the kind of (conference-ey) hotels where the line at the check-in desk is miles long. Skipping that miserable line is worth some glitches, even if I sometimes end up back there later to get a physical key when the app key doesn't work right.
Never use it. 200+ nights in hotels last year. The mobile keys rarely work at Hyatts ime. And I almost always get a better room when a human checks me in.
My experience with the Hilton app has all been positive, especially when the property has an event locally and you arrive to a swamped front desk. At that point it is a pleasure to just walk past the front desk to the elevators. I like that I can choose my room long before arrival to ensure I receive the room that I want. I really prefer the app to unlock my room; you are usually...
My experience with the Hilton app has all been positive, especially when the property has an event locally and you arrive to a swamped front desk. At that point it is a pleasure to just walk past the front desk to the elevators. I like that I can choose my room long before arrival to ensure I receive the room that I want. I really prefer the app to unlock my room; you are usually carrying your phone, one touch to unlock, one touch to the app, one touch to open the room; I find that a lot easier than digging through all the cards in my pocket. Then there is always the possibility of getting the key card de-magnetized, so you have to go to the front desk anyways. All in all, now when I have to stop at the front desk, I treat it as an inconvenience. I can't address the other franchises because 95% of my stays are Hilton.
I’ll use mobile Checkin unless it’s a full service hotel. Then I want to check in , be recognized as a Hilton honors member , and get upgraded hopefully.
Most jurisdictions require hotels to take copies of id documents for everyone overnighting.
Do these apps integrate that bit into the OLCI process, or do you have to check in twice like you do when flying and wanting to send luggage into the hold?
Actual copies are rarely required, but the ID data often is (the reason why they scan your ID is so they don't have to write it down manually). Overall, it depends on the jurisdiction. Hilton app does have the feature and it works for example in the UK where I just enter my passport data and get the digital key. Elsewhere they need to verify it's really you that's staying (which is quite silly -...
Actual copies are rarely required, but the ID data often is (the reason why they scan your ID is so they don't have to write it down manually). Overall, it depends on the jurisdiction. Hilton app does have the feature and it works for example in the UK where I just enter my passport data and get the digital key. Elsewhere they need to verify it's really you that's staying (which is quite silly - I can fly to Italy without anyone checking who I am, and no one gives a damn, but once I want a hotel room, suddenly I pose a risk and need to be ID'd).
Thanks for the clarification. In the UK in particular there's no need to show any ID at hotels, so it really does sound like the process doesn't really help in the dozens of countries which do require that verification.
UK does have a requirement to take passport data for non-citizens (that's why Hilton app asks for it, unlike in other locations).
Wow, I don't think I have ever been asked!
Mobile check-in at Hilton is crap, however, it does allow you to pick another room. Even the front desk folks I talk with at the Hilton properties tell me that it sucks. They also hate it because eventually it will work better and put them out of a job.
I always use the mobile check in since 95% of my stays are at Hampton Inn and no value to an upgrade.
I do not stop at the front desk, use my phone as the key, and check out on the phone.
I now get irritated if the mobile check in is not available.
I did get an upgrade at an ES to the Presidential suite in Peoria IL via the mobile app.
I always use the mobile check in since 95% of my stays are at Hampton Inn and no value to an upgrade.
I do not stop at the front desk, use my phone as the key, and check out on the phone.
I now get irritated if the mobile check in is not available.
I did get an upgrade at an ES to the Presidential suite in Peoria IL via the mobile app.
I used to use it in that period when you'd get points from using it. Now it's a why bother item... I don't like using my phone as a key so I'm stopping by the desk anyway.
In August 2020 we did a 3-day road trip from California to Wisconsin to drop of our college student. He was going to see his grandma for the first time in a while and didn't want to potentially give her Covid, so we avoided other people as much as possible. Accordingly, we selected Hilton properties for every overnight, with mobile check-in and keys. Occasionally we were able to enter the room directly via a back...
In August 2020 we did a 3-day road trip from California to Wisconsin to drop of our college student. He was going to see his grandma for the first time in a while and didn't want to potentially give her Covid, so we avoided other people as much as possible. Accordingly, we selected Hilton properties for every overnight, with mobile check-in and keys. Occasionally we were able to enter the room directly via a back entry and without even passing the front desk.
I still think their system is pretty good, but often the keys don't work and they still sometimes ask you to check in with the front desk. What's the point?
As a Hilton Diamond member, I don’t see the benefit of checking in online. Generally, I know little about the property, so I’m flying blind if I select a room via the app. I’m often successful at the front desk in getting an upgrade, or at the very least, a room with a decent view, neither of which can easily be done via the app. I’ve never used the digital key. I simply don’t see...
As a Hilton Diamond member, I don’t see the benefit of checking in online. Generally, I know little about the property, so I’m flying blind if I select a room via the app. I’m often successful at the front desk in getting an upgrade, or at the very least, a room with a decent view, neither of which can easily be done via the app. I’ve never used the digital key. I simply don’t see the benefit of having the key on my phone. It literally takes the desk agent mere seconds to program the keys.
I never do mobile checkin. I want toake sure I am upgraded.
Also in Vegas I always do the $20 cash to checkin agent to see if there is an upgrade available. It always ends up being worth more then the 20 I hand the front desk as the tip.
'Murica, the only place where people are proud of their bribes.
The $20 trick hasn't worked in years. This ain't 1999.
I always check-in via the Hilton app and 80% of the time can and do go straight to my room. I often stop by the front desk for a physical key but since “phone key” was rolled out it’s become very reliable at Hilton in my experience, including at entrances and elevators.
I almost always mobile check in (Hyatt), but then always go to the desk for a physical key. Not sure why, other than it confirms to the property my estimated arrival time which they may use? Also in the US takes care of payment so I don’t have to dig the hotel credit card out of my bag.
For Hyatt I wonder if it can stop your upgraded suite from being given away, like in the very first comment below.
As an IHG Diamond you should never mobile check-in. That automatically selects points instead of free breakfast as the welcome amenity, without the choice being offered.
I very much use digital keys when I can, but even so, I've never been able to 100% check in through the app (defined as being able to skip stopping at the front desk).
I have two concerns:
If a room upgrade hasn't happened yet, does using mobile check-in (along with room selection) reduce my chance for a subsequent upgrade?
I have had mixed results using a mobile key, especially in elevators. Often, elevators require the use of a room key to access the floor where your room is located. I have had very little success using a mobile key for this purpose.
Yeah, never managed to get the lift to work with mobile key for Hiltons. I’ll keep trying though.
Also, anyone else find that weird “sit on a sofa and discuss the hotel” check on you get at some upmarket resorts just awkward? I far prefer a receptionist behind a desk.
Utterly pointless.
100+ nights a year in hotels. Never - literally, never - use online/mobile check-in for hotels.
I want a physical key card, not to be fumbling around with my phone.
I generally like mobile checkin, particularly if (1) It’s a busy season and there is a risk of overbooking, (2) I am arriving early or late and would like to signal those options to the hotel, or (3) I want to get an automatic status upgrade if one is already available (they could already be gone if I check in at the desk). But there could also be an advantage to the hotel: If I...
I generally like mobile checkin, particularly if (1) It’s a busy season and there is a risk of overbooking, (2) I am arriving early or late and would like to signal those options to the hotel, or (3) I want to get an automatic status upgrade if one is already available (they could already be gone if I check in at the desk). But there could also be an advantage to the hotel: If I have a free cancellation period of 24 hours in advance and I actually check in 48 hours in advance via the mobile app, then I am charged immediately and “own” the room even if I have a travel interruption between 24 and 48 hours in advance of my scheduled checkin.
It seems very hit and miss on functionality, and if the specific hotel you're at even has integrated those features yet. I've had it work wonderfully at a few Hilton properties where I can bypass the front desk entirely and just use mobile key and choose my room.
Hyatt I'll do the mobile check in if it's offering me a room upgrade otherwise, I've had it given away before my arrival. I still end up...
It seems very hit and miss on functionality, and if the specific hotel you're at even has integrated those features yet. I've had it work wonderfully at a few Hilton properties where I can bypass the front desk entirely and just use mobile key and choose my room.
Hyatt I'll do the mobile check in if it's offering me a room upgrade otherwise, I've had it given away before my arrival. I still end up stopping in at the desk as well though. The express key has only ever worked when I was a tier 1 property but honestly prefer it over carrying around the physical room key.
The hotel chains need to clarify for themselves and the customer, is the mobile check in just a redundant step since you have to go to the desk to show your ID anyway? If so, then stop offering it as if it's a time saver and just stick with the old methods, because as far as it seems, an automated assignment of rooms (which is what it seems to be) only treats you worse than showing up in person at the desk.
One other reason - at one of the few hotels where there tends to be a long line to check in (E.g. the Hilton at LGW) and the on-line check-in gets one to a shorter line.
The few Hyatts that support mobile keys in Apple Wallet (as opposed to just the bluetooth key in the app) are really great. I hope it rolls out more widely. Instead of opening the app on your phone and fiddling around to find your key, you just tap your locked phone on the door without even turning on the screen, which is much easier.
Couple that with the extra-few hotels that actually allow complete mobile...
The few Hyatts that support mobile keys in Apple Wallet (as opposed to just the bluetooth key in the app) are really great. I hope it rolls out more widely. Instead of opening the app on your phone and fiddling around to find your key, you just tap your locked phone on the door without even turning on the screen, which is much easier.
Couple that with the extra-few hotels that actually allow complete mobile check in experience without a trip to the front desk, and it's really an exceptional experience. The last time I stayed at Grand Hyatt SFO, I checked in in the car on the way there, got upgraded to a suite, and used the key in my apple wallet to unlock the elevator and my room without even having to stop at the lobby floor.
You mention Marriott only asks for arrival time. But they also ask for departure time and whether you want to us electronic key. If you want a 4pm late checkout - they know that when you arrive. My experience with Marriott - many times to room is upgraded before checkin and shows in the app.
I usually check in ahead - day of arrival (not day before) so they know I am coming. Although most of the time they don't have me checked in.
Yes, the app asks for departure time but both from what I have been told and from my personal experience that information does not get transmitted to the front desk. It's a useless exercise.
The Hilton app allows you to pick your room.
That's the only significant reason to check in on an app.
Selecting the room in advance is a big plus with Hilton. At a resort I have been able to select a great room (view) etc. before others arrived. Otherwise this room type would not have been available when I arrived.
Agreed. I have yet to see any real reason to do with with Marriott...
Yup. Still need to hit the desk for an extra key, change payment card, ect. The door unlock feature has saved me a couple of times when I left my key at the spa/pool or just forgot to grab it on the way out.
There is a range of capabilities of mobile keys, but when they work they can be great. Some Hyatt properties have integration with Apple Wallet "express mode" where you can just tap your phone to open the door without having to open an app or anything. Whereas most Bonvoy properties you need to actually go into the Marriott app and click some stuff, which is a huge hassle.
That said, in theory mobile check-in (with...
There is a range of capabilities of mobile keys, but when they work they can be great. Some Hyatt properties have integration with Apple Wallet "express mode" where you can just tap your phone to open the door without having to open an app or anything. Whereas most Bonvoy properties you need to actually go into the Marriott app and click some stuff, which is a huge hassle.
That said, in theory mobile check-in (with working mobile key) could be valuable for, say, a short overnight stay at a limited-service airport hotel where you aren't expecting much value out of interacting with the staff and care most about getting to your room and to bed quickly. I agree I wouldn't use it for a stay at a luxury hotel where I want to get "the full experience".
At the Thompson Dallas, I could see in the app I had been upgraded to a suite as a Globalist (took a screenshot but couldn’t be bothered to check in through the app). By the time I arrived a few hours later, I had been downgraded to a lower room category and told my suite had been given away to another paying guest… Go figure. Wasn’t too happy about this.
this also happened to me at the Hyatt Regency DFW airport. I had to stop at the front desk to get my suite back as a Globalist. Not sure why this happens