How User Disengagement Unlocks Exceptional Guest Experiences
Most technology is designed to captivate and keep our attention. The prime example is social media, whose addictive platforms and algorithms keep its users scrolling endlessly. But what if the goal of technology wasn’t engagement at all?
User disengagement is the idea that people (hotel staff) should spendless time behind screens. This gives them more time to focus on tasks that truly add value, such as connecting with guests, crafting memorable experiences, and elevating their brand’s reputation.
From Screen Time to Guest Time
Consider a typical check-in process: you enter the hotel, find the front desk and wait in line. Meanwhile, the receptionists are busy tapping in passport details, refilling ink in the printer, and appear flustered by your arrival. This routine, deeply ingrained in us, reflects a dependency on screens and manual data entry that detracts from the guest experience.
Mews is reimagining this process by emphasizing efficiency and automation. Through meticulous measurement of every click and second spent on tasks like check-ins and payments, it's possible to minimize screen dependency. For example, a self-serve check-in process that once took five minutes can now be completed in two, thanks to streamlined design and intentional innovation. How?
The Golden Tasks
To drive user disengagement, we first identified “golden tasks” – the essential, high-frequency actions in a property management system, such as check-ins, check-outs, and room inspections. By analyzing the time and effort required to complete these tasks, we redesigned user flows to reduce complexity.
Take the case of self-service kiosks. Originally, guests spent up to five minutes checking in. By simplifying screens and eliminating unnecessary steps like required confirmation numbers, we reduced the average check-in time to two minutes. This not only benefits guests but also empowers staff to focus on meaningful interactions rather than repetitive tasks.
Leveraging the Cloud for Transformation
Cloud technology has been instrumental in enabling this shift. Unlike legacy systems that rely on on-premises servers, the cloud offers unparalleled flexibility, scalability and connectivity. While on-premises systems may offer speed by keeping data local, they become unwieldy over time, with cluttered interfaces and fragmented functionality.
Cloud-based solutions, on the other hand, benefit from deliberate design and thoughtful architecture. By centralizing operations in the cloud, it's easier to prioritize user experience and enables seamless integrations with third-party tools. This allows hotels to automate data entry, reduce errors and provide guests with self-service options like online check-ins and digital key access.
Putting Guests at the Heart
One of the most significant advantages of cloud technology is its ability to shift the focus from rooms to guests. Traditional systems tie data to room numbers, treating guests as secondary. With Mews, the guest profile is the centerpiece of the system. This enables hotels to capture and leverage guest preferences, histories and interactions more effectively.
For example, a returning guest’s profile might include notes about previous stays, allowing staff to personalize their welcome (something that can be made even easier through AI-powered smart tips). This level of attention transforms a routine interaction into a memorable experience, fostering loyalty and enhancing satisfaction.
The Role of Friction in the Guest Journey
Friction is an essential concept in hospitality technology, but how much is acceptable depends on the context. (Richard Valtr wrote a whole article on the topic.) Consider the following scenarios:
1. Booking Engine
The booking engine is often the first interaction a potential guest has with your hotel. Here, minimal friction is key. A smooth, intuitive experience ensures that guests complete their bookings directly on your website, rather than turning to platforms like Booking.com or Expedia. Features like simple date selection, high-quality room images, and clear rate details contribute to this frictionless experience.
Watch episode 6 of Matt Talks, where Matt provides strategies and tips for booking engine success.
2. Online Check-In
Once booking is complete, the focus shifts to online check-in. While a certain level of friction is acceptable here, as guests are now committed, this step provides an opportunity to enhance the experience. Hotels can:
- Offer room upgrades
- Promote additional services or products
- Collect registration details at the guest’s convenience
These elements not only streamline the arrival process but also build anticipation for the stay.
3. Reception Desk and Kiosks
On the day of arrival, reducing friction becomes critical. Lengthy check-in processes at the reception desk can lead to frustration, especially when guests are eager to begin their stay. By automating payments, offering digital key integrations and leveraging online check-in, hotels can significantly reduce wait times and even eliminate the need for a traditional reception desk.
Empowering Hotel Staff with Smart Tools
Every team in a hotel can benefit from frictionless solutions. Consider housekeeping, one of the most vital and unsung departments of any property. Traditional methods of managing room assignments involve printed schedules and limited access to real-time data.
Mews developed a native app for housekeepers that provides:
- Real-time updates on room status
- Guest presence information
- Prioritization of rooms based on arrivals and departures
This empowers housekeepers to work efficiently, ensuring guests can access their rooms faster while also driving revenue opportunities through early check-in fees.
The Shift from Legacy Systems to Modern Hospitality
Many hotels operate modern PMSs with a legacy mindset, missing out on the full potential of their investment. Embracing features like kiosks, online check-ins and automated processes allows hotels to:
- Serve more guests, more efficiently at key moments like arrival and departure
- Rethink lobby designs to focus on experiences rather than admin
- Free up staff to engage in meaningful interactions
By automating administrative tasks, we enable hotel staff to channel their energy into creating magical guest experiences. Imagine a lobby where staff no longer request passports and credit cards but instead focus on understanding guest preferences and crafting personalized moments. Advanced systems can assist by:
- Capturing and summarizing guest data
- Recognizing repeat guests and tailoring interactions
- Stimulating a culture of creativity and excitement around hospitality
Building a Culture of Guest Experience
The next big leap in hospitality lies in fostering a culture that prioritizes guest experiences. By leveraging technology to handle mundane tasks, hotels can redefine their service models and stand out in a competitive landscape. The question isn’t just about what systems can do, but how hotels can rethink their approach to hospitality to create truly exceptional stays.
If you’d like to delve deeper into how hoteliers and their guests can benefit from user disengagement, check out episode 13 of Matt Talks, with Mews CEO, Matt Welle.
About Mews
Mews is the leading platform for the new era of hospitality. Powering over 5,500 customers across more than 85 countries, Mews Hospitality Cloud is designed to streamline operations for modern hoteliers, transform the guest experience and create more profitable businesses. Customers include BWH Hotels, Strawberry, The Social Hub and Airelles Collection. Mews was named Best PMS (2024, 2025) and listed among the Best Places to Work in Hotel Tech (2021, 2022, 2024, 2025) by Hotel Tech Report. Mews has raised $335 million from investors including Goldman Sachs Alternatives, Kinnevik and Notion to transform hospitality.
