Enhance Guest Stays with HotelFriend Self-Service Kiosk

Three hardware configurations are available: freestanding, wall-mounted, and tablet, each suited to different property sizes and lobby layouts. Independent properties benefit especially from reduced front desk staffing requirements during off-peak hours.

The kiosk software connects to your PMS via a secure, real-time API that automatically pulls reservation and room information, as well as payment history. It eliminates double entry, reduces human error, and keeps your front desk team in the loop.

High-volume properties benefit the most from automation as the kiosk handles routine check-in transactions without staff involvement, reducing lobby queues and improving arrival satisfaction scores. Most properties experience a full return on investment in the first six to twelve months of deployment.

HotelFriend's kiosk presents personalized upsell offers during check-in, including room upgrades, breakfast packages, and spa bookings, targeted by room type or booking channel. Hotels using the upselling module consistently report measurable increases in ancillary revenue per guest.

The kiosk terminal encrypts all guest data in transit and at rest, with tamper-evident hardware and a PCI-DSS compliant payment gateway. Regular remote security checks are conducted by the technical team as standard.

An integrated document scanner automatically reads passports, national IDs, and driving licenses, populating the registration form without manual input. Scanned documents are handled in full compliance with local data protection regulations.

The kiosk supports credit and debit card payments, including chip-and-PIN and contactless transactions, as well as pre-authorization holds for incidentals. Payment data is processed through a PCI-DSS-compliant gateway at every stage of the transaction.

The software integrates with widely used door lock systems, including ASSA ABLOY, Dormakaba, and Salto, automatically encoding key cards once check-in is complete. Guests who need a replacement key can return to the kiosk and encode a new one independently at any time.

HotelFriend's system supports full group check-in workflows, with room assignment, key encoding, and payment allocation handled automatically for each room. The support team assists with configuring group workflows to match your specific operational requirements.

Every kiosk includes a built-in video call function that connects guests directly to a remote agent or an on-property staff member with a single tap. The video call option is prominently displayed throughout the check-in flow so no guest ever feels unsupported.

The kiosk interface supports over 20 languages, with guests selecting their preference at the start of the check-in flow. The system can also default to a specific language based on the guest's booking origin.

The kiosk is open around the clock, so latecomers can make their payment, scan their documents, and encode their room keys at any time. This is particularly valuable for airport hotels and city-center properties where overnight staffing costs are a significant expense.

The kiosk includes adjustable text size, high-contrast display mode, and audio guidance for visually impaired guests. For guests with needs beyond self-service, the video call function provides immediate access to a staff member.

HotelFriend's kiosk includes a fully integrated F&B ordering module allowing guests to browse the menu, customize orders, and pay directly at the kiosk, with orders sent automatically to the kitchen. The F&B module is fully configurable to match your restaurant's menu structure and service model.

The full implementation process covers PMS integration and configuration through to hardware installation and staff training. Most properties are fully live within two to four weeks of signing.

The platform is built in full compliance with GDPR and local data protection legislation, with guest data encrypted, access-controlled, and retained only for the legally required period. A data processing agreement is provided to all customers as standard.

The system supports loyalty program integration, allowing members to view points balances, tier status, and benefits at check-in, and earn or redeem points for eligible transactions. Custom integrations are available for hotels operating proprietary loyalty programs.

The dashboard provides real-time and historical reporting on check-in completion rates, transaction times, upsell conversion rates, and payment volumes, filterable by date, property, and kiosk location. The customer success team reviews these metrics regularly with hotel management to identify opportunities for optimization.

HotelFriend's kiosk handles routine check-in and check-out transactions automatically, allowing hotels to operate with leaner front-desk teams and typically reducing staffing by at least one full-time equivalent role. The team provides a customised ROI projection based on your property's specific staffing structure.

Service agreements include remote hardware monitoring, automatic software updates, and next-business-day hardware replacement in the event of device failure. Preventative maintenance checks are conducted remotely on a regular schedule.

The platform offers a single dashboard to centrally manage multiple properties. Group-level reporting aggregates performance data from all locations. New properties can be added quickly without re-implementing the whole process.

Training is conducted in person or remotely well in advance of go-live for all staff involved and is typically limited to a half-day session. The contract period also provides access to additional resources: video tutorials and a help center.

The kiosk handles the complete check-out journey, including folio review, final payment, and key card return, with express check-out available for guests who have pre-authorized payment. Guests can query any charges via the video call function before completing check-out.

The HotelFriend cloud platform is regularly updated with the latest features and integrations, without requiring any hardware replacement. The open API architecture guarantees compatibility with future systems. Customer feedback feeds straight into the product roadmap, so the platform keeps solving real problems for hoteliers.

During high-occupancy periods, the kiosk handles increased check-in volume across multiple units simultaneously, eliminating the bottlenecks that form at a single staffed reception desk. Arrival experience quality remains consistent regardless of how busy the property becomes.

The kiosk interface is fully brandable, allowing hotels to apply their own logo, color palette, typography, and imagery across the guest-facing screens. The hardware is available in finishes suited to everything from contemporary budget hotels to luxury five-star environments.

The platform delivers automated pre-arrival messages, which encourage guests to complete their check-in online, so they can head straight to the kiosk on arrival to collect their room key. This reduces arrival time, decongests the lobby, and provides a smooth transition from online to physical check-in.

Tablet and wall-mounted kiosk options suit serviced apartment environments with minimal staffing due to their compact footprints and flexible installation options. The remote reception feature allows a single off-site agent to support multiple properties simultaneously.

HotelFriend's kiosk enables guests to book ancillary services, including airport transfers, parking, spa treatments, and in-room dining, directly through the interface, with all bookings automatically recorded in the guest folio. The ancillary booking module is one of the most frequently cited reasons customers choose the platform.

The system integrates with major channel managers and OTAs, synchronizing availability, rates, and bookings in real time to ensure there are no discrepancies at check-in. This is especially true for hotels with high volumes of OTA bookings where data accuracy impacts guest satisfaction.

The kiosk prompts the guest to search by booking reference, email address, or surname, and if the issue cannot be resolved through self-service, the video call function connects them to a staff member immediately. All failed check-in attempts are logged, giving management visibility into recurring system issues.

The kiosk displays early check-in and late check-out as purchasable options, automatically checks live room inventory, and processes payment without any staff involvement. This turns a typically manual request into a consistent, revenue-generating feature available to every guest.

The platform supports multi-building configurations, directing guests to the correct building or access point based on their reservation, and displays wayfinding information on-screen after check-in. This significantly reduces the number of guests who require staff assistance to find their room.

HotelFriend's kiosk eliminates the need for printed registration cards, paper key card wallets, and physical welcome letters, with digital receipts further reducing paper consumption across the property. The platform is committed to developing features that support the hospitality industry's transition toward more environmentally responsible operations.

The kiosk offers a prepay-and-deposit-collection feature at check-in, allowing hotels to lock in revenue before guests access their rooms. This reduces the risk of no-shows, lowers outstanding balances at checkout, and helps the property manage its overall cash flow.

The kiosk provides a solution for walk-in bookings, allowing guests without a prior reservation to view available rooms, select their preferred option, and pay directly at the kiosk. The booking is created and confirmed in the PMS in real-time, providing the front desk team with full visibility immediately.

A local data buffer temporarily stores transaction data during connectivity interruptions and will automatically synchronize with the PMS once connectivity is restored. During the outage, guests are minimally disrupted, and no reservation or payment data is lost.

The system supports complex room inventory configurations, such as multiple categories, bed types, floor preferences, and connecting-room preferences. The logic for room assignment is set by hotel management and applied automatically at check-in, ensuring guests are given the right type of room without manual effort.

As guests check out, HotelFriend’s kiosk asks them to leave feedback, recording their satisfaction scores and comments on the spot. The management dashboard records feedback data and integrates with leading review platforms to help properties improve their online reputation scores over time.

The platform supports mobile key delivery, allowing guests to receive their room key directly on their smartphone after completing check-in at the kiosk or online. This gives guests the flexibility to choose between a physical key card and a digital key, depending on their preference.

The registration process allows additional guests, including children, as the lead guest can add names and details for all party members at check-in. The PMS accurately records occupancy data, ensuring compliance with local registration requirements for all guests (regardless of age).

The kiosk is designed to operate over a standard broadband or hotel WiFi connection, with the recommended minimum speeds provided during installation. A wired Ethernet connection is recommended for optimal stability in high-traffic lobby settings.

The cloud-based platform allows hotel management to update room information, wayfinding instructions, and guest-facing content remotely without any on-site technical work. Kiosk information stays accurate during renovation periods when room configurations or access routes may change frequently.

HotelFriend's registration form templates are configurable to meet the specific legal requirements of each country or region where the property operates. Forms are updated by the compliance team whenever local regulations change, ensuring hotels remain compliant across more than 30 countries worldwide.

Guests can also specify their room preferences and any special requests at the kiosk at check-in, with these requests being automatically captured in the PMS for the front desk team to action. This ensures that special needs are correctly communicated without manual transfer between booking and arrival.

HotelFriend's kiosk displays targeted promotional content and seasonal packages during the check-in flow, giving hotels a direct channel to communicate offers at the moment of highest guest engagement. Promotional content is fully manageable from the central dashboard, with no technical assistance required.