Millennials and Gen Z are two of the most important traveller groups in today’s tourism market. Both generations use technology, seek authentic experiences and are influenced by digital content. However, they do not travel in the same way. Millennials generally have greater purchasing power and look for comfort, quality and good organisation. By contrast, younger Gen Z travellers often place greater emphasis on flexibility, price and shareable experiences. These differences affect how they choose destinations, search for accommodation and complete their bookings. Understanding them can therefore help every accommodation business adapt its communication and services more effectively.

Which age groups do the two generations include?

According to a widely used classification, Millennials were born approximately between 1981 and 1996. Gen Z includes those born from 1997 to the early 2010s. This means Millennials are now at a different stage of life from Gen Z. Many have started families or have more professional responsibilities. As a result, they often plan their trips around comfort and the time available to them.

On the other hand, many Gen Z travellers are at the beginning of their careers. They may have a smaller budget but greater flexibility in their choices. Of course, neither generation is a single, uniform group. Income, family circumstances and personal interests also influence every travel decision.

How do they discover new destinations?

The search for travel inspiration has largely moved online. However, the two generations use each digital channel differently.

Millennials combine different sources

Millennials use search engines, booking platforms and travel blogs. They also read reviews before choosing a destination or accommodation. They often compare several alternatives before making a decision. They want to know what is included in the price and whether the experience will meet their needs.

Recommendations from friends and previous experiences also continue to play an important role. An accommodation business that provides consistent quality can earn repeat bookings from this group.

Gen Z often starts with social media

For Gen Z, a short video can be the starting point of an entire trip. TikTok, Instagram and YouTube often serve as search engines and sources of inspiration. This generation discovers destinations through authentic content, personal recommendations and images shared by other travellers. They then conduct additional research before booking.

The influence of social media is not limited to Gen Z. According to Expedia Group, more than six in ten consumers reported using social media as a source of travel inspiration in 2025. The corresponding figure in 2023 was 35%.

What kind of experiences do they seek?

Both generations are interested in experiences. However, their idea of the perfect travel experience is not always the same.

Millennials invest in quality

Millennials tend to seek experiences that combine relaxation, comfort and local character. They may choose a culinary trip, an organised activity or a wellness stay. They are also interested in services that save them time.

A good breakfast, convenient transportation and responsive service can influence their final decision. Since many travel with children or a partner, they often consider the needs of the entire group. Convenience can therefore be just as important as originality.

Gen Z seeks authentic and distinctive moments

Gen Z travellers often want to experience a destination beyond its most popular attractions. They look for local neighbourhoods, small businesses and activities that do not feel mass-produced. They also choose experiences connected to their personal interests.

A music event, local festival or outdoor activity may become the main reason for taking a trip. American Express reports that 83% of the Millennials and Gen Z travellers who participated in a related survey prefer unique and authentic experiences over popular attractions.

How do they approach travel costs?

Price remains important to both generations. However, the way they evaluate value differs.

Millennials consider overall value

Millennials do not necessarily choose the lowest available price. They often consider what is included in the stay and which potential problems a better option could help them avoid. For example, they may pay more for a better location, breakfast or flexible terms.

Saving time and enjoying greater comfort add value to the overall experience. Millennials are also interested in loyalty programmes and benefits for returning guests. A clear, attractive offer can encourage them to book directly.

Gen Z looks for flexibility and smart choices

Younger travellers are often more price-sensitive. They compare options, look for special offers and may change their dates to reduce the overall cost. This does not mean they always choose the cheapest option.

They may save money on accommodation so they can spend more on activities or food. Clear pricing is particularly important. A low initial price followed by additional charges can cause them to abandon the booking process.

When and how do they book?

The ability to book easily online is essential for both groups. However, their expectations may differ.

Millennials are more likely to plan ahead

Professional and family responsibilities lead many Millennials to plan and book their trips further in advance. They want to know that everything has been properly organised before they leave.

They compare room types, cancellation policies and available amenities. At the same time, they want to complete their booking without having to contact the accommodation directly. A functional Booking Engine can provide the information and security they need.

Gen Z is more spontaneous

Gen Z may decide to take a trip closer to the departure date. They often look for short breaks, affordable transportation and available offers.

The booking process must work seamlessly on mobile devices. Long texts, slow-loading pages and too many steps can prevent them from completing a reservation. Instant confirmation is equally important. Travellers want to know immediately that their booking has been successfully registered.

What role does technology play?

Both generations are familiar with digital services. However, Gen Z has grown up entirely in a world of smartphones and instant access.

Technology as a convenience tool for Millennials

Millennials value technology when it saves time and simplifies their stay. Online booking, digital check-in and instant communication make their experience easier.

At the same time, they expect staff to be available whenever they need assistance. For them, technology works best when it complements human service.

A seamless digital experience is expected by Gen Z

Gen Z expects fast and simple mobile navigation. A difficult-to-use website can create a negative impression before travellers have even explored the accommodation’s services.

Short forms, secure payments and contactless check-in can support this expectation. However, automation should not make communication feel impersonal. Fast and meaningful responses remain important.

The table presents general trends rather than absolute rules. Travel behaviour is influenced by many other factors.

How can an accommodation business appeal to both generations?

An accommodation business does not need to create two completely different services. Instead, it needs to present the different aspects of its guest experience effectively.

Create a fast, mobile-friendly website

Your website should work properly on every device. Prices, photos and amenities should be easy to find without unnecessary searching.

Offer direct online booking

Real-time availability checks remove obstacles from the booking process. An exclusive benefit can also help encourage more direct bookings.

Adapt your content to each channel

Detailed guides and articles can reach people searching for information through Google. Short videos can showcase the guest experience on social media.

Showcase real experiences

Your photographs should not only show the room. Breakfast, the view, the neighbourhood and nearby activities help travellers imagine their stay.

Maintain transparent prices and terms

Any additional charges should appear before payment. Cancellation terms should also be brief and easy to understand.

Combine automation with human interaction

Automated messages help reduce delays. However, guests should always know how to contact a real person when they need assistance.

Would you like to offer every traveller a modern booking experience?

Contact the BookOnCloud team and discover how the right digital tools can support your accommodation’s online sales and day-to-day management.

The post Millennials vs Gen Z: How Does Each Generation Travel? appeared first on BookOnCloud.

Arriving at a property is one of the first stages of the guest experience. However, waiting at reception and completing registration forms can cause delays. Contactless check-in offers a faster and more flexible alternative. Through a digital process, travellers can submit their details before arrival. Depending on the property, they may also receive access instructions or a digital key. As a result, the business reduces repetitive tasks. At the same time, guests gain greater control over their arrival. But what exactly is contactless check-in, and why is it becoming increasingly important for modern accommodation businesses?

What Is Contactless Check-in?

Contactless check-in is the digital completion of the arrival process. Guests do not need to fill in forms at reception or wait while staff enter their details. Before arriving at the property, they usually receive a secure link via email or message. Through this link, they can provide the necessary information and accept the terms of their stay. The exact process varies depending on the property’s infrastructure. In some cases, contactless check-in is completed by sending an access code. In others, the guest collects the key from a designated location. Therefore, contactless check-in does not necessarily mean that staff are absent. It simply means that the standard arrival procedures are completed digitally.

How Does Contactless Check-in Work?

The process can be adapted to the needs of each hotel or accommodation business. It usually includes the following steps:

1. The guest completes a reservation.
2. They receive a secure link before arrival.
3. They submit the necessary personal information.
4. They inform the property of their estimated arrival time.
5. They accept the terms of their stay, where required.
6. They receive access or key collection instructions.
7. The property is notified when the process is complete.

When the system is connected to the PMS, the information can be automatically matched with the corresponding reservation. This reduces the need for repetitive data entry.

Why Do Travellers Choose Contactless Check-in?

Travellers have become familiar with digital services in many areas of their daily lives. Therefore, they expect a similar level of convenience during their stay.

Shorter Waiting Times Upon Arrival

After a long journey, guests want to access their room quickly. Waiting at reception can negatively affect their first impression. Contactless check-in allows most of the necessary procedures to be completed in advance. As a result, the arrival becomes faster and better organised.

Greater Flexibility Around Arrival Times

Flight and transport delays are not always predictable. This can be particularly challenging for properties without a 24-hour reception. The digital process provides greater flexibility. Guests can arrive later, provided they have received the appropriate access instructions.

Mobile-Friendly Management

Travellers already use their smartphones for reservations, tickets, and maps. Being able to check in from the same device creates a smoother travel experience. They do not need to print documents or search for information at the last minute. Everything can be conveniently included in a single digital message.

Greater Control Over the Process

Guests can complete their details whenever it suits them. They also have time to review the information before submitting it. This reduces the pressure that can build up at reception, especially when several guests arrive at the same time.

Fewer Unnecessary Interactions

Some travellers prefer greater independence and fewer formal procedures. This does not mean that they want to avoid personal service. Instead, they want to communicate with staff when they genuinely need assistance. Contactless check-in removes an administrative step without removing the human element of hospitality.

What Are the Benefits for the Property?

Contactless check-in does not benefit guests alone. It can also significantly improve the daily operation of the business.

Fewer Repetitive Tasks

Entering guest details, updating arrival information, and sending instructions all require time. When these procedures are managed digitally, staff can avoid several manual tasks. This allows them to focus more on welcoming guests, providing support, and responding to their needs.

Fewer Errors

Handwritten forms and repetitive data entry increase the possibility of mistakes. A well-organised digital process helps the property collect clearer and more complete information. A connection with the PMS can also reduce the need to transfer data manually between different systems.

Better Arrival Management

Knowing the estimated arrival time helps the team organise its day more effectively. Staff can see which guests have completed check-in and which ones may require a reminder. At the same time, the property can plan room preparation more efficiently.

Faster Service at Reception

In a hotel with several guests arriving at the same time, digital check-in reduces the workload at reception. Employees do not need to repeat the same process for every reservation. This creates more time for personal communication and useful information about the stay.

An Improved Guest Experience

A simple arrival process can improve the property’s overall image. Guests recognise that the business values their time and uses modern procedures. A positive first impression can influence satisfaction, reviews, and the likelihood of a repeat booking.

Which Properties Can Use Contactless Check-in?

Contactless check-in can be used by different types of accommodation businesses. However, its implementation should be adapted to each property’s operating model.

It can be particularly useful for:

• Hotels with a high number of daily arrivals.
• Rental rooms and apartments.
• Villas and holiday homes.
• Properties without a 24-hour reception.
• Businesses managing units in different locations.
• Properties that frequently receive guests outside normal operating hours.

A large hotel can use contactless check-in to reduce congestion at reception. Similarly, a small guesthouse can use it to manage late arrivals more effectively.

Contactless Check-in and Personalised Service

A common concern is that automation may make the guest experience feel impersonal. However, contactless check-in does not need to replace human communication. Technology can manage the standard administrative procedures. Staff, on the other hand, can provide meaningful assistance, recommendations, and personalised service. For example, guests can submit their information digitally. Upon arrival, however, the team can still welcome them and explain the available services. In this way, technology supports hospitality without reducing its human character.

What Should a Property Consider?

The success of contactless check-in depends on the simplicity and reliability of the process.

Simple and Clear Instructions

Guests should know exactly what they need to do. Messages should be brief, easy to understand, and available in their language. Access instructions should also clearly describe every necessary step.

Secure Data Management

The process involves collecting guests’ personal information. Therefore, the property should use reliable systems and secure links. At the same time, it should only collect the information required for the lawful and smooth completion of the stay.

An Alternative Check-in Option

Not all travellers are equally comfortable with technology. In addition, problems with an internet connection or device may arise. Therefore, the business should offer an alternative way to check in. Staff should be available to help when guests cannot complete the process independently.

Integration With Other Operations

A standalone tool may create additional work if it does not communicate with the property’s other systems. In contrast, integration with a PMS provides a more complete overview of arrivals. This allows the business to avoid duplicate entries and fragmented information.

How to Organise Contactless Check-in Effectively

The property does not need to implement everything at once. It can begin with a simple digital form that guests complete before arrival. It can then add automated messages, access instructions, and information about its services. It is also important to regularly review the process from the guest’s perspective. The process should only include essential steps. A long or complicated form may cause travellers to abandon it. Finally, the team must understand how the system works. This allows staff to provide immediate assistance whenever a guest experiences difficulty.

A Smoother Arrival for Every Guest

Contactless check-in is a practical solution for modern hospitality. It offers faster arrivals, greater flexibility, and fewer formal procedures. For the property, it can reduce management time and improve the organisation of arrivals. At the same time, it allows staff to focus more on meaningful guest service. Its success does not depend on technology alone. Clear instructions, secure data management, and accessible support are equally important. When these elements work together, contactless check-in creates a smoother experience for everyone.

Would You Like to Manage Your Property’s Arrivals and Daily Operations More Effectively?

Contact the BookOnCloud team and discover how modern digital solutions can simplify the daily operation of your accommodation business.

The post Contactless Check-in: What Is It and Why Do Travellers Want It? appeared first on BookOnCloud.