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Automated Hotel Check-In Leaves Guests Unsettled
8 Aug
Summary
- Traveler encounters remote front desk employee at Florida hotel
- Lack of on-site staff raises safety concerns for guests
- Hotel chain says kiosk setup not approved, will be removed
On July 25th, 2025, a traveler named Pete Sager had an unusual check-in experience at a La Quinta hotel in Sunrise, Florida. Instead of being greeted by a front desk employee, Sager encountered a kiosk with a tablet displaying a remote worker who was assisting guests.
Sager recorded his interaction with the remote employee and shared it on social media, where the video quickly gained over 2 million views. The video showed guests arguing with the remote worker about issues like requesting additional towels.
During his two-night stay, Sager said he only saw cleaning staff on-site, which he found concerning in terms of guest safety. He worried that if an emergency were to occur, there would be no staff available to respond.
The La Quinta hotel where the incident took place is a franchised location, and Wyndham Hotels & Resorts, the parent company, has stated that the use of the kiosk setup was not approved. The hotel's owner has since informed Wyndham that the kiosk will be removed.
While some online commenters cited remote check-in options at other hotel chains, many expressed discomfort with the lack of in-person staff at the La Quinta hotel. The incident has raised questions about the balance between automation and maintaining a traditional hotel experience.
