A Wyndham hotel in Miami is facing online backlash after guests discovered that their front-desk check-ins were being handled remotely by agents based in India, not on-site staff. While the hotel adopted this system as part of a cost-saving and tech-forward approach, some visitors expressed frustration over the lack of in-person interaction and the overall impersonal experience.

According to guest feedback posted on review sites and social media, the virtual check-in system involves speaking with a screen instead of a receptionist. Guests expecting a warm welcome or immediate help with local recommendations said they felt disappointed. Some travelers also raised concerns about delays and communication clarity.

The hotel responded by stating that the virtual system is designed to streamline operations, ensure 24/7 availability, and maintain safety in a post-pandemic world. They also emphasized that the remote staff is fully trained and capable of handling all check-in procedures smoothly.

However, critics argue that outsourcing such a guest-facing service — especially in hospitality — could hurt brand loyalty and weaken the personal touch that many customers value in hotel stays. The conversation has also reignited broader debates around outsourcing in the hospitality industry, particularly when it affects guest experience.

While this model may work for certain budget properties or during staffing shortages, it seems some customers still prefer the traditional check-in desk — with a real human behind it.

As technology continues to change the way we travel and stay, hotels may need to strike a balance between innovation and human connection.