The Boarding Pass Moment

Picture two journeys on the same day. In the morning, a guest checks in for her flight on her phone over breakfast, drops her bag at the desk and walks to the gate. That evening she arrives at her hotel, spends ten minutes queuing and another ten minutes spelling her surname, showing a passport and completing a registration card.

Airlines solved this problem two decades ago. Going digital changed how we think about flying: the trip starts before you leave home. It improved the experience, saved time and added revenue: once passengers check in ahead of time, airlines can offer seat upgrades, extra legroom, lounge access and priority boarding while the traveller is still at home planning, not stuck at the airport. Many hotels are following in the airlines’ footstep, the question is: is yours?

The key is in personalisation and automation, - digitised admin and a human welcome!

The AeroGuest way: Connect with guests from the first touchpoint

Building a relationship with your guests extends beyond an email with a check-in link. Make sure every message feels like your brand, so the guest recognises you. Your tone, your photos, your local tips, even an introduction to your team: they all belong in that journey.

This is where AeroGuest makes a difference, by combining automation with personalisation. Automation sends the right message at the right time. Personalisation sends the right message to the right guest. Travelling with children, here on business, booked into a suite or staying over a specific date: the communication adapts to each individual guest.

AeroGuest believes the guest already carries the kiosk, the hotel directory and the in-room tablet in their pocket: their own phone. No extra hardware to buy, install or maintain.

The digital guest journey

The digital guest journey moves the paperwork from the lobby to the guest's own device. A typical journey looks like this:

• Pre-arrival message. An email or text 48–72 hours out, with a link to check in.
• Confirm details. The guest checks their name, contact details, arrival time and any special requests. The hotel captures the guest’s real details instead of OTA alias emails, and the PMS is updated.
• ID capture. The guest enters the ID details UK hotels must record, including passport details for overseas guests.
• Managed payments and a digital signature replace the paper registration card.
• Early check-in, a room upgrade, breakfast or parking, offered while the guest is still planning the trip.
• A digital key, a door code or a quick collection point. The guest goes straight to the room or stops at the desk for a welcome rather than a form.
• Hassle-free checkout and pay the bill online.

Why it’s a win-win for all

• Guests arrive and go. No queue after a long journey, and requests like a cot or an allergy note reach the team days ahead.
• Same branding across all touchpoints. Consistency creates a feeling of trust and recognition across all stages of the guest journey.
• No “do it yourself” feeling. A lobby kiosk can feel like the receptionist's job has been handed to the guest. Checking in from your own phone, on the train or the sofa at home, feels like convenience, not unpaid work.
• Less admin, more hosting. Retyping guest details and chasing signatures goes away, and the 3pm rush spreads out.
• Increased revenue. Increased revenue through upselling before and during stay.
• Cleaner data and smarter staffing. Guests type their own details, giving clean consent and first-party data. With labour making up as much as 45% of operating costs for many UK hospitality businesses, giving staff hours back counts.

Why now is a great time for UK hotels

With changes happening to the UK hospitality industry, now is a good time to review your guest journey, and find the right platform for your needs:

• Costs keep climbing. UKHospitality estimates the sector has absorbed more than £5 billion in extra costs over two years, including higher employer National Insurance. Every hour of admin taken off the desk matters.
• Tourist taxes are spreading. Manchester has charged a visitor levy since 2023, Edinburgh introduced a 5% charge in July, Wales follows from April 2027, and mayors in England are getting powers to set their own. Pre-arrival messages are a natural place to explain the levy, rather than surprising guests at the desk.
• Guests want both speed and people. British guests are comfortable with digital check-in, yet 85% of those say they like human interaction.

Technology works best when it’s automated and seamless, this gives staff more time to be hosts and get to know your guests.