Hospitality? Meet a hotel that prefers tech to the human touch

Ever feel you are being gently fed bulldust?

That’s how I felt when I read a story on the HM (Hotel Management) website - a hospitality industry site.

“The guest experience in the local Fiji hospitality market will be elevated following the rollout of the nation’s first self-service check-in and check-out kiosk.”

Elevated? 

So someone thinks avoiding any human contact when checking in and out of a hotel in a tourism hotspot. And in a country noted for its slow lifestyle and friendliness.

Holiday Inn Suva has introduced an optional self-service kiosk station, in a bid to allow faster and more streamlined processes, particularly during peak periods.

Let me translate that for you: “We don’t have/or want to have enough trained staff to cater adequately for our guests when we are busy.”

I love contact with hotel reception staff. They can often tip you off about a great new bar around the corner, or a terrific spot to try a local delicacy at the nearby market. Or help you if you'd like to change your allocated room, or request an early check-in.  

But IHG doesn’t agree. It is putting its faith in technology. Which would make sense at quiet overnight times, but not, for me, at peak periods.   

HM reports: The self-service kiosk operates on a cashless basis and accepts local and international credit cards, with the introduction reflecting a broader change in traveller behaviour seeking convenience and choice, according to the hotel group.

“Across IHG Hotels and Resorts, we are focused on introducing technology that responds to how guests travel today, while reinforcing the importance of human connection at every stage of the stay,” says regional general manager, Fiji and Pacific, for IHG Hotels and Resorts, Lachlan Walker. 

“The introduction of a self‑service kiosk at Holiday Inn Suva reflects this approach. Led by Akshay Chand in collaboration with the hotel team, the project demonstrates how practical innovation can enhance flexibility and efficiency for guests, while enabling our colleagues to focus more time on delivering meaningful and personalised hospitality.”

Holiday Inn Suva general manager Mohammed Feroz said the introduction reflects both changing guest expectations and the brand’s long‑standing focus on ease and reliability.

“Holiday Inn has always been about making travel feel straightforward, welcoming and dependable for our guests. As travel habits continue to evolve, guests increasingly value speed and choice, particularly at arrival and departure. The new self‑service kiosk allows us to respond to those expectations, while staying true to the Holiday Inn promise of friendly, approachable service delivered by our team.”

Hmm. Just wait until the tech breaks down - a la those frequently malfunctioning airport machines that are supposed to "streamline" the arrivals process.