CABINN Copenhagen is built for volume. With 1202 rooms, it’s one of the largest hotels in the Nordics, a hotel designed to handle nonstop arrivals and departures.  

Like many high-traffic hotels, the pressure showed up in one place first: the lobby. At peak times, the lobby would clog up with queues, and check-in could be estimated up to 3-4 hours waiting time for the guests.

Due to extensive queues and long delays — CABINN Copenhagen decided to change the arrival flow, not by adding more manual steps, but by removing friction with self-service check-in kiosk from Convene Hospitality.

CABINN Copenhagen at a glance

• Started with 6 self check-in machines to reduce peak-time queues 
• Expanded to 10 kiosks after the pilot proved effective 
• Result: Quicker check-in! Happier staff, fewer queues, and better reviews 
• Guests used kiosks even when reception had no queue 

A big lobby isn’t the same as fast arrivals 

CABINN Copenhagen hotel has the advantage of a large lobby area, but during peak times the space was not used as intended. The main issue was not the size or design of the lobby, it was the throughput.

When guests arrive and the check-in is slow, queues grow easily. This affects their first impression which can then result to a negative impression of their entire stay.
For the management, it was clear that improving arrivals meant redesigning the flow so more guests could check in simultaneously without relying on front desk capacity. 

Installing six self-service kiosks – with one task in mind

CABINN Copenhagen started with six self-service kiosks at first, to see if they could reduce queues substantially.

The effect of installing Convene kiosks installation was immediate: 

“After the installation, we found out that we have less queues, and we also got better reviews on the property because everything got quicker.” – Mie Tedaldi Lohse, PMS Specialist at CABINN

With fewer queues and smoother arrivals, lobby efficiency improved, and the front desk became calmer and more manageable during peak times.  

Expanding from 6 to 10 check-in kiosks! Because guests actually preferred self-service 

What convinced the team wasn’t just shorter queues. It was guest behaviour. 

As the solution settled into day-to-day operations, CABINN Copenhagen noticed something you don’t often see with operational tech: guests chose it. 

“Today people actually use the machines before going to the reception with or without queues there.” Mie Tedaldi Lohse, PMS Specialist at CABINN 

Even when there wasn’t a line at reception, guests still opted for self-service.   

That’s why CABINN Copenhagen expanded from 6 kiosks to 10, adding four more after the pilot was successful. 

Self-installation, fast validation, minimal disruption 

CABINN Copenhagen also proved something many hotel teams care deeply about: rollout doesn’t have to be complicated. 

They found it was easy to install the kiosks themselves. Convene shipped what was needed, and CABINN provided the required details. 

After setup and “just pressing power”, CABINN Copenhagen could verify that self check-in and check-out worked just as expected.   

The best possible check-in experience

Faster check-in, better reviews, and a lobby that flows way better!

For a 1202-room property, shaving friction off arrivals isn’t a “nice-to-have”, it’s operational leverage. 

By shifting check-in to self-service, CABINN Copenhagen achieved exactly what they set out to do: less queueing, smoother peak-time operations, and better reviews, because arrivals became quicker.