What's Happening?
A video of a guest checking into a La Quinta hotel in Florida using a tablet instead of interacting with front desk staff has gone viral, amassing over 2.1 million views. The guest, Pete Sager, shared his experience of being greeted by a remote worker via a tablet, which allowed guests to check in, scan IDs, and receive room keys. The incident has sparked discussions about the implications of such technology on guest experience and safety, especially in the absence of on-site staff.
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Why It's Important?
The viral video highlights a growing trend in the hospitality industry towards automation and remote services, driven in part by the COVID-19 pandemic. While such innovations can enhance efficiency and reduce costs, they also raise concerns about the quality of guest interactions and safety. The lack of on-site staff could pose challenges in emergency situations, potentially affecting guest satisfaction and safety. This development may prompt other hotel chains to evaluate their use of technology in guest services, balancing innovation with the need for human interaction.
What's Next?
Following the incident, Wyndham Hotels & Resorts, which franchises the La Quinta brand, has stated that the use of the tablet kiosk was not approved and will be removed. This response indicates a potential reevaluation of technology use in their hotels to ensure compliance with brand standards. The hospitality industry may see increased scrutiny and debate over the role of technology in guest services, with potential adjustments to policies and practices to address safety and customer satisfaction concerns.
