I am writing to express my dissatisfaction with the check-in experience during my recent stay at your hotel in St. Louis, MO. While I understand the growing trend toward using technology in the hospitality industry, the remote check-in service provided was far from satisfactory.
From the outset, the experience felt impersonal and lacked the warmth and professionalism that I expect when staying at a hotel. The remote agent who assisted me was clearly located far from the hotel, possibly in another country. Unfortunately, their English was difficult to understand, which made communication challenging and frustrating. This is not the level of service I expect from a reputable hotel.
Moreover, the kiosk system itself was problematic. It was unable to print a receipt, and it took an excessively long time for the remote agent to update the kiosk with the necessary information. The process was cumbersome and inefficient, and it ultimately failed to provide the level of service that should be standard in the hospitality industry.
I strongly believe that human interaction is crucial in ensuring a positive guest experience. The lack of a personal touch, combined with the technical difficulties, left me feeling undervalued as a customer. While I understand that cost-saving measures are important, they should not come at the expense of the guest experience.
Hotels should be about hospitality, and that requires human presence, not just technology.