London is a city that thrives on arrivals. Every hour, trains, planes, and boats bring people into the heart of one of the world’s busiest capitals. For The Tower Hotel by Thistle — a property with 800 rooms and an enviable position overlooking Tower Bridge and the River Thames — that constant stream of guests is both a privilege and a challenge. The hotel welcomes everyone from business travellers on tight schedules to families exploring the city, tour groups from around the globe, and couples celebrating a special occasion. Each one arrives with a different pace, a different mood, and different needs. The mission for the front desk? Make the arrival process work for all of them — without losing the warmth of a personal welcome.

In a property this busy, even the most efficient front desk team can face queues at peak times. And in London, where minutes matter, waiting isn’t always the best first impression. That’s where SmartStay came in.

Why The Tower Hotel Looked to SmartStay

The Clermont Hotel Group, which operates The Tower Hotel, had a clear goal: give guests genuine choice at check-in. Some travellers love a friendly conversation at reception. Others just want to collect their key and get to their room — especially after a long flight or a busy day.

The solution needed to:

• Handle high guest volumes without compromising service quality.

• Free up staff to focus on meaningful interactions rather than transaction processing.

• Integrate smoothly into existing hotel operations.

• Feel intuitive for guests from all over the world, speaking different languages and with varying tech confidence.
  

SmartStay’s self check-in kiosks ticked every box.

Launch Day in the Lobby

When the SmartStay kiosks went live, they didn’t replace the front desk — they complemented it. Guests entering the lobby were met with two clear pathways: the traditional welcome from reception staff or a self-service kiosk for those who preferred speed and independence.

More Than Just Speed: How the SmartStay Kiosks Work

At The Tower Hotel, the SmartStay kiosks do more than speed up check-in—they give guests real choice. Business travellers arriving late at night can breeze through the process on their own terms, while tourists with questions about the nearest tube stop still have the front desk at their disposal. Guests check in using their booking reference or personal details, verify ID and payment securely, collect a room key on the spot, and even check out without queuing.

Behind the scenes, the kiosks link directly to the hotel’s PMS, keeping information accurate and up to date, while supporting multiple languages for international visitors. The kiosks are built to connect with loyalty programs and highlight relevant upsells—room upgrades, dining offers, and late check-outs—making each interaction more rewarding for both guests and the hotel.

The Staff Perspective

Any new technology can be met with hesitation, but at The Tower Hotel, the front desk team quickly saw the upside. With kiosks handling routine check-ins, staff weren’t stuck behind the counter—they were out in the lobby, meeting guests, helping anyone navigating the kiosks, and handling the trickier requests that needed a human touch. The shift changed the rhythm of the day, letting the team engage more directly with arrivals while keeping the check-in process moving smoothly.

Guest Feedback

The early reactions have been encouraging. Guests have appreciated having a choice, and the kiosks proved surprisingly intuitive, even for those not typically confident with tech. International visitors enjoyed switching the interface to their own language, and families with kids noticed a real difference being able to skip the queue and settle in faster. Overall, it’s the kind of practical convenience that quietly makes a stay feel a little more effortless.

Why This Matters in London

London’s hotel market is famously competitive, with guests spoilt for choice. In this environment, delivering a memorable first impression is essential.

A great check-in can set the tone for the entire stay. For some, that’s a warm handshake and a welcome conversation. For others, it’s a swift, efficient process that gets them into their room without delay.

SmartStay’s approach — to offer both without compromise — aligns perfectly with the needs of a hotel that sees thousands of arrivals every week.

Looking Ahead

The Tower Hotel’s installation is SmartStay’s first in London, but it’s unlikely to be the last. As more properties look for ways to blend personal hospitality with efficient automation, the model here offers a clear blueprint.

In one of the busiest cities in the world, that flexibility isn’t just convenient. It’s hospitality that understands the pace, diversity, and expectations of modern travel.

Curious how SmartStay could transform your hotel’s guest experience? 📩 Contact us via sales@liverton.com