News

Kiosks enable hotel guests to check in from the airport

September 9, 2004

HONOLULU - Hilton Hawaiian Village Beach Resort & Spa and the Honolulu International Airport have partnered to become the first hotel and airport in the United States to offer self-service kiosks that will allow Hilton guests to check into the hotel and get their room keys - before they even claim their baggage and leave the airport.

Hilton is installing four kiosks at the airport, two each in baggage claim areas "G" and "H," which serve United, Continental, Northwest and American Airlines. The kiosks will be identifiable with Hilton signage.

Hilton and IBM developed the kiosk hardware and software and began testing it in lobbies of selected hotels on the U.S. mainland in Jan. 2004. Hilton is on target to install 100 kiosk in 45 hotels by the end of 2004.

Honolulu International is the first airport in the nation with hotel self-service kiosks. Hilton Hawaiian Village also is installing three kiosks in its main lobby to provide guests with an alternative to the high-touch service associated with a traditional front desk check-in. The kiosks also may be used for check-out or as a private check-in solution for large groups.

The kiosks function in much the same way as airline self-service kiosks for air travelers using e-tickets. After inserting a credit card for identification purposes, guests can follow a set of simple on-screen instructions and utilize the touchscreens to check into the hotel. The kiosk displays the traveler's reservation information, offers a room based on the customer's known preferences - which the customer can accept or change - issues a room key and provides printed room directions and information. The kiosks can also offer guests the opportunity to upgrade to more premium accommodations than originally reserved.

At the end of the stay, the traveler can check out at a kiosk in the same fashion by reviewing and confirming their bill and printing out a receipt for their records. At check out customers can also change their payment credit card, enter HHonors and airline frequent flier account numbers and request an e-mail copy of their receipt.

"This is the trend of the future," said Dieter Huckestein, president of hotel operations, owned and managed, for Hilton Hotels.