A Miami hotel is facing backlash over a viral video that claims the front desk was staffed by an outsourced worker to welcome new guests during the check-in process. In the video, a guest who booked a ...

A couple arrived in New York after midnight, and a failed “contactless check-in” process and M.I.A. customer service made their hotel room inaccessible. By Seth Kugel Last September, my husband and I ...