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What is Contactless Hospitality?

By 16 April 2020April 27th, 2021No Comments

As the hospitality industry continues to adapt to challenges of the COVID-19 pandemic, one phrase seems to come up over and over: contactless hospitality.

Developed to assist travelers and hotel staff with social distancing, contactless hospitality is a set of best practices that minimizes the risks of transmitting COVID-19 while still offering guests the high-quality service they deserve.

Contactless hospitality provides a safer alternative to many traditional hospitality practices. For example, rather than serving a breakfast buffet in the lobby, many hotels are preparing grab-n-go bags to eat back in the guest room. Other properties have begun to insist that guests utilize express or mobile check-out services, rather than dropping their room key off at the front desk. Some hotels have even reduced the frequency of housekeeping, opting to clean rooms twice a week instead of every day unless the guest asks otherwise.

woman lying on bed white holding board

A social distant — but still delicious — breakfast! Photo by: Toa Heftiba

The specifics of contactless hospitality may look different at each property, but the goal is always the same: creating the safest possible experience for both guests and staff while maintaining great service.

Here at Go Moment, we’ve been proud to see hotels throughout the world rely on Ivy to help them practice contactless hospitality. From pre-arrival messaging to room service to check-out, Ivy offers a convenient channel for guests and staff to communicate with each other while avoiding face-to-face contact.

Between Ivy’s AI-enabled smart responses and the hotel team’s expertise, guests can control the entire hotel experience from their mobile phone, eliminating any risk of exposure to COVID-19 and making it simple to contact the staff with any requests or inquiries.

Many of the changes spurred by contactless hospitality are likely to disappear once the COVID-19 pandemic passes. On-site amenities like pools, gyms, and spas will reopen, and restaurants will again welcome guests to their tables. Continental breakfast buffets will be a staple of American highway travel once more.

However, some aspects of contactless hospitality are likely to persist. In particular, guests will be more open to communicating with the staff remotely, and they’ll see less of a need to walk down to the front desk for every little request. In the last decade, we’ve already seen a shift towards self-service models in retail, banking, and food service — it’s likely that with contactless hospitality as a catalyst, we’ll see similar changes take hold in the hospitality industry.

The smartest hotels not only view contactless hospitality as an important step in their response to COVID-19, but they also anticipate a change in guest’s expectations of the hospitality industry. By leveraging technology and embracing self-service, hotels are well-poised to meet guest’s needs more efficiently and sustainably than ever before.


Interested in hearing more about contactless hospitality? We’d love to hear more about your property’s needs and how you’re evolving to thrive post-COVID. Please reach out to Jennifer Suski ( to learn more!