Touchless service

A hotel service model that minimises physical contact between guests and staff by digitising every touchpoint: mobile check-in, digital key, room service ordered through a tablet or QR code, contactless payment. Invented out of necessity during the 2020-2021 pandemic, touchless service has stuck around: 35 to 50 percent of premium guests now prefer it depending on segment, according to Skift Research 2024. Marriott Mobile Key, Hilton Honors App and Accor Live Limitless allow a full stay without ever stopping at reception. The limit is the obvious one: high-end hospitality relies on human warmth, and past a certain threshold, touchless service starts feeling cold rather than seamless.