Hospitality Daily Podcast Why I Hate Kiosks (And How to Choose Tech Partners to Compete with Big Brands) - Dina Belon, Staypineapple
Sep 24, 2025
Dina Belon, President of Staypineapple, an independent boutique hotel brand, passionately critiques the use of kiosks in guest services, arguing they undermine the human touch essential to exceptional hospitality. She emphasizes the power of tailored, personalized service delivered by staff. Additionally, Dina explores how independent hotels can effectively compete with larger brands by choosing technology partners that align with their culture and prioritize operational needs, making sure that the end users’ voices lead the way.
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Kiosks Force Guests Into Hotel Processes
- Dina Belon argues kiosks force guests to follow the hotel's process instead of the hotel adapting to the guest.
- She believes human staff read guest cues and customize check-in in ways computers cannot replicate.
Keep Mobile Check-In As An Option
- Offer mobile check-in as an option for guests who want speed, but don't remove human-led choices.
- Let staff choose the interaction length based on guest cues to speed or deepen service.
Emotional Cues Drive Check-In Experience
- Staff observe guests' emotional state (hurried, confused, tired) and adapt check-in accordingly.
- These micro-adjustments create tailored service moments that vary from 30 seconds to 30 minutes.