The hotel industry is embracing technology, says HotelsCombined

Gone are the days when all guests wanted from their hotel was tea and coffee-making facilities. With 60% of guests stating preferences for emerging technologies during their stay, the hotel industry is finding innovative ways to impress. With downloads of its global accommodation finder app on the increase, HotelsCombined takes a look at the ways in which the hotel industry is embracing technology.

Dmitrijus Konovalovas, Country Manager, UK and Ireland HotelsCombined said: “Hotels use technology to enhance the guest experience. Like their airline counterparts, some hotels are streamlining with online check in and check out, primarily to appeal to the frequent or business traveller. Capabilities such as keyless entry – accessing your hotel room and hotel amenities using your smartphone – and Apple Pay, where guests scan their phones to make a payment and gain rewards while doing so, are designed to appeal to the younger generation.”

This week Starwood announced a trial of a Siri-based system that allows guests to control aspects of their in-room experience, such as temperature and lighting, using voice commands. The new system is being tested in two of the global hotel group’s Aloft properties, which also saw the introduction of the ‘Botler’ in 2014, an autonomous robot that delivers items to guest rooms.

Hotels are responding to the consumer expectation of access to information 24/7 by offering mobile concierge apps – both offered by Marriott and Four Seasons – while Hyatt is using Facebook Messenger and WeChat to offer guests alternatives ways to get in touch.

But Konovalovas doesn’t envisage a world where hotels will be totally human-free anytime soon: “Particularly within the luxury market, guests want that special service that only a human can provide, for the time being. In many instances, personalised service is a key element of the accommodation product.”

It’s not only the large hotel chains using technology in interesting ways; some individual and boutique properties are carving out a unique tech-focused experience for guests.