Transforming Hotel Check-In: A Theme Park Operator’s Self-check-in Success Story

Discover how a leading global theme park group streamlined guest arrival and boosted efficiency using Ariane’s self-service hotel check-in technology.

The Challenge: Making Arrival Part of the Magic

When families arrive at a theme park hotel after a long journey, they're ready for fun - not queues. But for years, check-in involved long lines, frustrated guests, and overwhelmed staff. One of the world’s largest theme park operators knew this had to change. With millions of guests annually and high seasonal peaks, they needed a scalable, intuitive, and guest-centric arrival process.

The Vision: A Frictionless, Welcoming Experience

The transformation began in 2016 with a single Florida-based resort pilot. From the outset, the group sought more than kiosks. They envisioned a new kind of guest journey: one where technology handled the logistics, and people provided the hospitality.

Ariane partnered with the operator to reimagine check-in. Instead of traditional front desks, open lobbies featured modern self-service terminals and mobile-friendly online check-in. Hotel staff were redeployed as mobile hosts, greeting families and helping them navigate their arrival with ease.

Why It Worked: Flexibility, Understanding, Partnership

Ariane stood out not just for its technology but also for its collaborative approach. The operator’s transformation lead noted: “We were never told, 'This is how it must work.' Ariane listened, adapted, and simplified our vision without losing impact."

That trust led to a rapid portfolio-wide deployment across resorts in Europe, North America, and Asia. Each implementation was tailored to the property’s layout, guest demographics, and operational flows.

Key Outcomes

• +80% digital check-in adoption across resorts
• 1.5 minutes average check-in time (vs. 6- 8 minutes previously)
• +91% contactless check-in at flagship UK resort
• +40% front-office efficiency improvement

Staffing Benefits Post-Pandemic

When COVID-19 disrupted global hospitality, the operator’s early adoption of self-service proved invaluable. With labor shortages widespread, hotels could operate with leaner teams. The hiring is focused on personality and guest interaction, not system training.

“We stopped hiring based on systems experience and started casting for personality. In our theme park hotels, hospitality became more human, not less.”

Designing for Ease: Web-Based Over Apps

The operator chose a web-based platform to avoid app fatigue. Guests receive pre-arrival messages with a link to check in and a QR code to collect keys. No download is needed, and there are no barriers. Just arrival and access—on their terms.

The Bigger Picture

Beyond efficiency, the transformation empowered guests with control and clarity. They could check in before arrival, bypass lines, and begin their experience immediately. Staff were free to welcome and support, not administer.

Conclusion: The Right Tech, the Right Way

This success story shows what’s possible when a visionary operator and a flexible partner come together. Technology didn’t replace service—it elevated it. The result? Happier guests, more engaged staff, and a model being adopted across the globe.

Interested in how Ariane can transform your hotel’s check-in experience? Get in touch today!