Hotel Checkout Evolution: From Front Desk to Digital Departures

In the ever-evolving landscape of hospitality, hotel checkout procedures have undergone significant transformations. The contrast between generations is evident, as exemplified by Cameron Sperance, a 35-year-old senior hotels reporter, and his mother's differing approaches to leaving a Ritz-Carlton in New Orleans.

The pandemic has accelerated the industry's shift towards contactless experiences, resulting in a variety of checkout options. These range from traditional front desk interactions to digital methods and even simply departing without formal notification. David Eisen, vice president and editor-in-chief of Hotels Magazine, emphasizes that there's no single correct approach, as it largely depends on personal preference.

For those who prefer a more personal touch, visiting the front desk remains a viable option. This is particularly common in smaller, intimate properties where guest-host relationships are often closer. It's also beneficial for obtaining paper receipts or addressing any billing concerns. Pauline Frommer, co-president of Frommer guidebooks, recommends returning room keys to reduce plastic waste.

Digital checkout methods are becoming increasingly prevalent in the hospitality industry. Wyndham Hotels and Resorts, for instance, launched an enhanced mobile app in July, offering features such as digital key access and late checkout requests. This technology has been embraced by over 700,000 guests across 3,000 hotels. The digital approach allows for a more leisurely review of charges and can significantly reduce waiting times.

"I thought, 'Thank goodness this company is using that darn app,' because I am not standing in that outrageous line."

For those seeking a swift departure, simply leaving the key in the room or a designated drop box is an option. Pete Kasperowicz, senior director of media relations at the American Hotel & Lodging Association, confirms that this method is acceptable for guests without outstanding charges or specific receipt requirements.

Regardless of the chosen checkout method, experts recommend reviewing credit card statements for accuracy. Mehmet Erdem, a professor at the University of Nevada, Las Vegas, assures that hotels have systems in place to track departures and charge for any incidentals.

The hotel industry's adoption of diverse checkout options reflects its commitment to guest satisfaction and operational efficiency. From the Ritz-Carlton's luxurious accommodations to the tech-forward approaches of chains like CitizenM and Yotel, hotels are continuously adapting to meet evolving guest preferences.

As the hospitality sector continues to grow and innovate, these checkout practices will likely further evolve. The key for travelers is to choose the method that best suits their needs while ensuring all charges are accurately reviewed and settled.