Direct to Room Check-In coming?

[BalooChicago]

We go to WDW as a group (big family). It's rare that we don't have some issue with our reservations. I like this idea in concept, but know it will only lead to more frustration.

 

[Nick Pappagiorgio]

I always see this as a sort of gamble. You have the potential to save some time, and not have to deal with the whole checkin process. (Which as nice/helpful as all the CMs are, it gets old if you go to a particular resort repeatedly. Maybe thats just me.) But then you run the risk that you get a "bad" room.

 

[konthego]

I'm currently in a Masters program for Hospitality, and self-service kiosks are a big topic we discuss in class. While I suppose anything can happen, the general consensus is that having both self-service and full service will allow the best of both worlds. Self-service will allow the upcoming Millennial generation (myself included) to use apps and kiosks to do things quickly and easily (from their point of view).

I really don't see the front desk agents disappearing, and cutting down the number of people they have to check in only allows them more time to better serve those who want that person to person interaction.

 

[G00fyDad]

This is great. If Disney pushed the tech to this point, I'd be thrilled. Being able to select a specific room is a wonderful bit of guest service. I love being able to select a specific seat at an event or on a plane, and this is a natural progression of that.

If they did this then I'd use the early check in every single time and always skip the counter. I already know everything they are going to say to me at the counter. I don't need all of that. I go to the counter so I can request a specific room. I sincerely hope they go this route.

 

[dvitali]

on my last trip went to universal first several day then took a town car over disney Pop Century arriving at 8:30 in the morning. Was surprise to find my room ready that early. I still did the online check in and still went thru the quick check in kisok to get my info folder but what you are now saying if you got a text with your room number you can skip all of that and the folder will be in your room. Pop Century keep moving me every time from the 50,70,80 buildings. every trip is different to know ahead which building will be your room will be a time saver.

 

[SnarkyMonkey]

I'm kind of surprised at the criticism of this. (I know I shouldn't be by now. Lol) I think this is brilliant and am surprised it took so long for them to do.

Do most of you still go into the bank and deal with the tellers? I had just assumed that most people in this day and age use the ATMs and online banking? It's good that the tellers are there in case something goes wrong or you have an unusual request but most people seem to appreciate the new more convienent technology. I don't see how this is any different.

I find the check in process mind numbing, not exciting. I have to stand there as someone insists on telling me a ton of information I already know and a lot of time it's incomplete or incorrect. And the I have to watch as they move in slow motion getting me what I need. And this is true even using online check in, which hasn't seemed to knock off much time.

 

[flynnibus]

I'm all for shorter lines.. but I don't want reduced service

My theory of life on these things

1) if you have a customer that will take ages - that customer should be handed off to another team so the primary check-in person can continue to address the 95% of customers. Don't lose 20+% of your checkin capacity because of the 5% customer. Have a team of on-demand people to handle these problem cases.

2) better arm your agents with customer profile information. Disney already knows everything about the majority of customers... optimize the check-in experience with that info and focus on the 'need to know' not the boilerplate crap we've already heard 10x before

The Disney online check-in system was not too bad in the past. I can certainly see how when Disney is dumping busloads of people at a resort at once how check-in becomes a chore for people.

While me walking to my room on my own is the most streamlined - it does leave out many service opportunities and is not nearly as warm and welcoming. I'd be more in favor of the personalized no counter or smaller counter alternatives people have experimented with. Lead the person to a comfortable spot, have the employe armed with a mobile device, check them in in comfort and send them on their way.

 

[twilight mitsuk]

what if you have all your luggage with such as only doing carry-on

 

[pax_65]

I'm all for this as most of our check-in experiences are simply a waste of our vacation time. My concern is the Magic Bands.

This was my immediate thought too. "You MAY be able to skip the front desk"... yeah, only to discover your Magic Bands aren't working! Then you'll get to stand in line at the front desk with other guests who are having the same problem.

 

[wannabeBelle]

what if you have all your luggage with such as only doing carry-on

I don't think I understand the question. If you have everything with you, you would simply bring it to your room. I would imagine if you want assistance, you can contact Bell Services when you are done working with the curbside people. Is that what you meant? Marie

 

[righttrack]

I think Disney will always leave front desk check in as an option especially for return guests who prefer the meet and greet

I think it will mean less staff at the front desk, but really, for so many repeat visitors, it will work out well for them. For the others who need personal service, there will be more time for them rather than rushing through a property map. Hopefully there won't be a reduction in staff and that staff will spend the time needed with the many families who find the trip to WDW daunting.

 

[Pluto15]

I think it will mean less staff at the front desk, but really, for so many repeat visitors, it will work out well for them. For the others who need personal service, there will be more time for them rather than rushing through a property map. Hopefully there won't be a reduction in staff and that staff will spend the time needed with the many families who find the trip to WDW daunting.

I've experienced in room check in at a resort I frequently go too. They made it work as your bags are there before you with breakfast laid out and drinks etc

 

[Killnme]

Just blame it on the min. wage workers that want $15 an hour for an entry level job. I have read a couple of articles and basically if the workers get their way, companies will go more towards the self serving kiosks to save the company money.

 

[Stryker]

I like the concept and look forward to having the option to try it out on our next trip in October.

 

[SnarkyMonkey]

This was my immediate thought too. "You MAY be able to skip the front desk"... yeah, only to discover your Magic Bands aren't working! Then you'll get to stand in line at the front desk with other guests who are having the same problem.

Isn't that better than standing in line, waiting and waiting for a CM to get you your darn key, going all the way to your room, and then find out that your key doesn't work?

 

[ford91exploder]

The automated checkin also screws the customer out of a relaxed introduction to hotel staff. What happens when you get to the room and something isn't to your liking (like oh the last 4-5x I've been to bay lake)?? Would you rather contact the person who's job it was to welcome you and assure you that they will take care of your needs while you're there?? Or would you rather contact some faceless individual at the wdw resort call center 15 miles away, who has neither the incentive nor the desire to make your experience magical in light of your dissatisfaction??

The former is SO important to guest satisfaction when something goes wrong.

The more they automate the checkin process, the less these front desk people will have the ability to do anything to serve your needs.

Which is exactly in line with TWDC's goal, Recovery COSTS money!

 

[TP2000]

Has anyone else seen this mentioned elsewhere? Seems like a great idea to me!

http://magicaldistractions.com/direct-room-check-service-coming-walt-disney-world-resorts/

About time. This is the way the entire hotel industry is going, and it's for the best.

After a long flight and airport battle, I don't need to wait in line at the desk just so I can have some college Sophomore in a badly tailored polyester uniform slide the property map at me and tell me to "Have a Magical Day!". Puke, just give me my room keys kid.

If technology can cut out this holdover from the 19th century when hotels kept all room keys behind the desk, then that's a better experience for me as the paying customer. Saves on labor for hotels, too. And WDW doesn't have to order as many un-tailored polyester uniforms, either.

 

[TP2000]

The automated checkin also screws the customer out of a relaxed introduction to hotel staff. What happens when you get to the room and something isn't to your liking (like oh the last 4-5x I've been to bay lake)?? Would you rather contact the person who's job it was to welcome you and assure you that they will take care of your needs while you're there?? Or would you rather contact some faceless individual at the wdw resort call center 15 miles away, who has neither the incentive nor the desire to make your experience magical in light of your dissatisfaction??

The former is SO important to guest satisfaction when something goes wrong.

The more they automate the checkin process, the less these front desk people will have the ability to do anything to serve your needs.

I disagree. What's to prevent me from calling down to the front desk myself and telling them my toilet is broken or my remote control needs batteries? Or walking down there myself?

Even if I waited in a long check-in line to have the privilege of meeting Cast Member Perky Judy, History Major At Kissimmee Community College who carried out a "relaxed introduction" with her charms and talents, what's to say if I called the front desk 20 minutes later about my broken toilet that Perky Judy would be the one to pick up the phone? What if Perky Judy was providing a relaxed introduction to the next tourist in the long line at the desk when I needed her most?

I'll be happy to let technology take over this outdated human function of giving me my room key. I can pick up my own property map and find my own room. Sorry, Perky Judy.

 

[Dwarful]

Personally, I don't like this. But I don't like many things that put people out of work. Maybe we always arrive at an odd time and usually we drive...but I've never waited half an hour to check in. I hope that if they go this route they keep the original options available for those of us that prefer human interaction. I don't do self check out or bag my own groceries - there is no savings for me to do these things so why should I encourage someone elses job loss?

 

[righttrack]

Think about flow of people in larger resorts like Caribbean Beach Resort, Coronado Springs, etc. Instead of hauling all the way to the main building for check-in, you can go right to your room which may be in another zipcode! I think this really works in situations like that.