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
- If you’re hoping to take advantage of any elite perks, that could become more complicated if you skip the front desk
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?
Love it with Hilton in mobile key enabled properties. Never even having to visit the Front Desk (or only having to visit to sign a pre-printed piece of paper, as some countries still insist on in 2026) is a huge advantage to me, especially on short one night stays where I really want to max sleeping time.
Many others...not so much; it seems to depend on the property being up to speed on their own...
Love it with Hilton in mobile key enabled properties. Never even having to visit the Front Desk (or only having to visit to sign a pre-printed piece of paper, as some countries still insist on in 2026) is a huge advantage to me, especially on short one night stays where I really want to max sleeping time.
Many others...not so much; it seems to depend on the property being up to speed on their own procedures. I've had good experiences with some, where my keys were prepared and all i had to do was to show ID. Others...really bad, essentially ignoring the entire mobile check in thing making me fill forms and whatnot.
Works fine with Hilton, but I avoid using it for three main reasons:
1. I need a room keycard. After a full day out, my phone battery could be dead.
2. By checking in at reception, I'm always allowed to access my room early.
3. By checking in at reception, I usually get a free (unrequested) upgrade which is only a paid option if I use the app.
I don't do it. Never had any incentive. Mobile keys are not worth the hassle. Implementation is flaky almost across the entire hospitality industry, with the notable exception of Hilton (which is 95% there). Worse offender is Hyatt: whether the property offers it, whether it actually works when they claim they offer it, and whether or not it works for the elevator and public area is anybody's guess.
All this uncertainty just to save the...
I don't do it. Never had any incentive. Mobile keys are not worth the hassle. Implementation is flaky almost across the entire hospitality industry, with the notable exception of Hilton (which is 95% there). Worse offender is Hyatt: whether the property offers it, whether it actually works when they claim they offer it, and whether or not it works for the elevator and public area is anybody's guess.
All this uncertainty just to save the hassle of bringing a single card? Pass. Mobile key is backup at best.
I mobile check-in for early arrival. I've noticed that a lot of properties use the check-in for turnover management. If I want my room at 2, I've had much better luck using mobile check-in the morning of travel to tell the hotel of my early arrival. I usually get a message that my room is ready as we are arriving. If the property is dead, NBD. But I've had good luck even with slammed properties...
I mobile check-in for early arrival. I've noticed that a lot of properties use the check-in for turnover management. If I want my room at 2, I've had much better luck using mobile check-in the morning of travel to tell the hotel of my early arrival. I usually get a message that my room is ready as we are arriving. If the property is dead, NBD. But I've had good luck even with slammed properties (while others have had to wait for a room).
I nearly always book in a room type that I find acceptable. I'm not hustling for upgrades (though they are often welcome). But what I want more than anything is a smooth process. the mobile check-in helps with that, I think.
Mobile check-in is a joy when there is a long queue. For example, tonight I'm going to a business-type hotel, and they always have a huge queue. With mobile check-in, mobile key, I'm all set.
I also don't need "the speech." I don't need to be introduced the hours of the pool, various restaurants, room service. There is no way I'll retain that information. I don't need to be thanked for my loyalty. I...
Mobile check-in is a joy when there is a long queue. For example, tonight I'm going to a business-type hotel, and they always have a huge queue. With mobile check-in, mobile key, I'm all set.
I also don't need "the speech." I don't need to be introduced the hours of the pool, various restaurants, room service. There is no way I'll retain that information. I don't need to be thanked for my loyalty. I just want relax... and I'll let them know if I need anything.
As for an upgrade, that already happened. I'm delighted to have the Marriott/Bonvoy app for this trip.
"The speech" is worst when checking in at aat 2 AM hoping to get more than three hours of sleep, delivered by a very enthusiastic employee who will explain every single amenity of the XYZ hotel somewhere in a small-ish town in the Czech Republic. Sometimes i've had the urge to just interrupt them (which i never did cause i think i am too friendly).
Find it works tremendously well for Hyatt properties - no need to stop by the desk if the room is ready to be assigned, and I can often get a room assigned before the check-in time if I execute early in the day. I've also used it for pre-registered / late arrival stays. There are some hotels I travel to for work where my preference is as little human friction as possible if my room...
Find it works tremendously well for Hyatt properties - no need to stop by the desk if the room is ready to be assigned, and I can often get a room assigned before the check-in time if I execute early in the day. I've also used it for pre-registered / late arrival stays. There are some hotels I travel to for work where my preference is as little human friction as possible if my room type is correct - Hyatt doesn't require card verification, etc. Marriott...maybe helpful if there is an early arrival and I want to move up in the queue for a room assignment, but otherwise not helpful.
Not a fan of this, prefer traditional check -in as Ben pointed out the benefits.
I never ever use Mobile Checkin with a Hilton. It’s a sure fire way to not get upgraded.
What's the point of using it if you have to go to the front desk to leave your deposit and collect your keys anyway....For airlines you can just board the plane if you are not checking luggage.
I use it >95% of the times at US Hilton Properties, since Hilton allows you to pick a specific room in the app. Super useful. And I’ve never once been asked to visit the front desk in the US to verify my ID. However, for non-Hilton properties and for Hilton properties in the EU or Asia, I don’t see any value in mobile check-in.
Mobile check in does NOT prevent the reservation from being cancelled if you arrive late.
Never, unless I see a really long line at checkin.
Be careful. I’ve used it twice when arriving late at night only to find an email that my reservation was cancelled. It’s as if they know if you haven’t accessed your room and cancel you as a result
I always get a hard key and still obtain a mobile key. I dont know how many times i have forgotten a key but always have my phone on me. Also great at resorts with families where you go out somewhere, but then split up for dinner, drinks, pool etc and i can give my kids the key out of my pocket to go explore the resort where you may need a key just to get in certain doors or gates and i know i always have my phone on me.
I am a front desk check in person. There’s something to be said about the value of real people, in the flesh. See their smiles. Hear their voices. Smell their excitement. Touch the room key. Makes me feel alive. Exhilarating.
I have a family member who lives in a major city in an area with few lodging options. I have used the Hilton app to stay at a relatively close Hampton Inn 4 times in the past year. Have used mobile check in and mobile key all 4 times with no problem and have never spoken to anyone at the reception desk. Another benefit: when traveling with other family members in other rooms, early check in allows us to select rooms near each other.
For me I particularly like it for big events like conferences where there’s a pretty good chance that the line for check-in will be insanely long. There are also some hotels where IME the check-in line is always incredibly long (looking at you hyatt regency capitol hill). If it’s a choice between waiting 20+ minutes to get to put my bags down and rest after a long flight or using the app, I’m app all the way.
I also like big things.
I once did mobile check-in at an Embassy Suites. I had booked a small non-suite room, and that was the room suggested for me when using the app. But it also let me change the room, including upgrade to a large corner suite for free, despite having no status. I highly doubt the front desk would have proactively offered such an upgrade.
My experience is sketchy, to say the least. In most cases it did not work. And I don't mean in the sense of upgrades etc., but I mean at all. In every case, without exception, I had to stop at the reception to check my identification document. In most cases, they insisted on swiping the credit card again. So it is really just creating additional work, rather than improving efficiency.
Never. Unlike major airlines, I don't know of any hotel app that can upgrade your room after check-in (although I could be wrong).
More generally, aside from limited-service properties, I'm not sure why this would ever be an advantage. ID needs to be shown and an in-person credit card swiped at most full-service properties.
Why would you bother using hotel chain apps, when Marriott brands stand only for a deep drop in basic...
Never. Unlike major airlines, I don't know of any hotel app that can upgrade your room after check-in (although I could be wrong).
More generally, aside from limited-service properties, I'm not sure why this would ever be an advantage. ID needs to be shown and an in-person credit card swiped at most full-service properties.
Why would you bother using hotel chain apps, when Marriott brands stand only for a deep drop in basic standards, design and service that used to be mainly in their US properties, but now seems to be spreading globally, including their "luxury" brands. Hilton has never seriously tried to compete at the top level, and Hyatt, formerly the best for both brand and program, are busy butchering both as quickly as possible?
If you’re trying to check-in early, they often don’t allow it in the app, so gotta do it ole fashioned. Just experienced that with a Hilton property over the weekend. They honored an early checkin for Diamond, but had to go to front desk. Otherwise, I like the HH app for selecting specific room in-advance.
If in the maybe not so distant future you would like actual humans to assist you at the front desk when problems arise or to just give you some hotel gossip or area tips, then do not use the mobile check in now.
Invariably, with mobile check, I'll still be told to visit the front desk (I most often stay at Hyatt or Marriott). It does shorten the front desk time by at least the amount of time it would have taken to take my credit card. But the staff always seem baffled to find out that "oh I see you checked in online...um okay let's skip ahead in the checklist..."
Mobile check-in including choosing my room has worked great at Hilton for me but it has NEVER worked for me with Hyatt. Every Hyatt mobile check-in email is just a nuisance like Lucy pulling the football away as Charlie Brown tries to kick.
Agreed, the Hilton app works great for checking in, choosing rooms, and checking out; using the phone as key also works perfectly (including at the gym). I usually stay at a Hilton Garden Inn, so no upgrades anyways. No need to show anything.
(I love your Charlie Brown/Lucy analogy, Bobo!)
My approach:
- if I can't get the mobile key (Marriott), then I don't check-in on mobile (what's the point?)
- if I can expect an upgrade or elite perks (e.g. drink vouchers), then I don't check-in on mobile
- however at a limited property, especially when arriving late, I find it handy to go straight to the room having the mobile key
So, this opens some questions. For airlines, does your status on the upgrade list get altered after your check-in, and does something similar happen with hotels?
Yes, airline apps and systems generally reflect and update according to your status/upgrade. For example, I often check in the day before but the airline app will update a couple hours before the flight to reflect my new cabin and seat when I get upgraded (some even offer a seating choice in the new cabin).
In my experience, hotel programs and apps usually do NOT do this (especially Bonvoy, which is why I never check...
Yes, airline apps and systems generally reflect and update according to your status/upgrade. For example, I often check in the day before but the airline app will update a couple hours before the flight to reflect my new cabin and seat when I get upgraded (some even offer a seating choice in the new cabin).
In my experience, hotel programs and apps usually do NOT do this (especially Bonvoy, which is why I never check in online with Marriott). I'm not convinced any of them adjust your room assignments, but in general that's part and parcel of the total collapse in value of chain hotel loyalty programs, and a reason it's probably not worth chasing hotel status, but there's still value with airline elite status.
I won't use the "stop by the reception desk" kind. When I've tried that, the feature adds minimal or no advantage, with corresponding frustration at having spent time on a process that does nothing. My lamest experience was in 2002 with a HiEx at SJO, where the harried receptionist told us and others that the hotel doesn't see the information related to advance checkin, not even the room selections.
I've tried the mobile key a handful of times and it either doesn't work or it works once or twice during a stay, then stops. I've stopped trying in the last couple years.
It'l usually is a moot point as nearly every jurisdiction out there has laws mandating hotels to check/scan/copy the identity of each guest so you invariably have to stop by the front desk for that. Even in the UK, which isn't one of those jurisdictions, I've come across hotels which ask for id due to security policies (presumably related to trafficking etc). I suppose that there could be an app functionality to check one's passport...
It'l usually is a moot point as nearly every jurisdiction out there has laws mandating hotels to check/scan/copy the identity of each guest so you invariably have to stop by the front desk for that. Even in the UK, which isn't one of those jurisdictions, I've come across hotels which ask for id due to security policies (presumably related to trafficking etc). I suppose that there could be an app functionality to check one's passport etc, but the fact that my main status is with Accor means that I won't be seeing it soon as they'll probably won't get around to implementing it for a couple of decades.
I only use the mobile check-in feature when I know I'll be arriving late. If they give me the option to tell them when I'll arrive, I'll use that option over mobile check-in. I once had a hotel cancel my reservation because I arrived after midnight - technically, the next day for their system, and so they had me as a no-show and canceled the reservation.
I never use the mobile key option - too glitchy.
Let's talk bigger picture. If you check into a hotel or airline online, does that mean you can't cancel even if you're within your cancellation period?
You can cancel per the rules that apply to the reservation, like those who ended up getting sued for having used a single reservation as a way of having dinner at their local airport lounge every other day.
I’m no fan for hotels, but a ‘must’ for airlines, to get the boarding pass, as you pointed out. Front desk contact is important, to get current times for bar and food services (if even offered anymore). If not, I never stay there again. Your thoughts/experiences re that?
It's worth using when you don't actually have to show your ID or swipe your card again.
It should be as simple as
app check in -> enter the property -> go straight to room -> sleep -> leave property -> app check out -> email receipt.
ZERO human or kiosk.
Otherwise, app is just useless.
This feature became pointless once (1) disabling them to force an in-person stop at the desk became the norm, and (2) hotels proved they’re either completely unable or unwilling to properly map digital keys to all keyed entry doors around the property.
Well said.
I stayed at a place in Japan that had this option. However it didn't use an account just the booking details. The issue was I am not Japanese so the name format my name was in was first then last. But their system automatically assumed it was last first so it errored. It was awkward as hell to explain to someone why the app didn't work and they had to get staff involved. (it was a receptionless hotel). So I am a bit iffy.