While we may not be staying in the orbital hotels of science fiction movies just yet, hotel technology trends once considered fantasies are now a reality.
Smart hotel rooms welcome guests with the AC set to the exact temperature they like, and their favorite music playing softly in the background. Robots deliver room service and ask guests whether they’d like an extra pillow. AI chatbots recommend the best times to visit the gym or sauna when it’s least crowded.
Such innovations are transforming the hotel industry, offering personalized experiences to guests while providing hoteliers with insights into customer behavior that allow them to improve services, increase operational efficiency, and boost revenue.
Here are the hotel technology trends to watch in 2024 and beyond.
Are you a hospitality tech startup looking to build your brand’s reputation through strategic PR? Drop us a line.
30 hotel technology trends shaping the hospitality industry
1. Artificial intelligence
AI in the hospitality industry isn’t just a trend; it’s a real game-changer. By automating tasks, saving staff time, enhancing the guest experience, and driving efficiency to boost profits, AI is transforming how modern hotels operate.
Hoteliers can leverage AI across various aspects of their business. Virtual assistants and AI chatbots provide personalized, multilingual support 24/7. AI-driven automation streamlines hotel operations and admin tasks, from scheduling and inventory management to financial reporting and security.
In addition, AI can analyze historical booking data and pricing, revealing patterns and forecasting demand. This allows accommodation businesses to create competitive promos at the right time for the right customers to increase revenue.
2. Smart hotel rooms
Smart hotel rooms provide unparalleled convenience. Hotel guests appreciate being able to dim the lights, shut the blinds, adjust the temperature, and control the TV through a smartphone app or voice command.
According to a report by Oracle Hospitality and Skift, a quarter of guests would like smart hotel technology that can auto-adjust temperature, control lighting, and display digital art based on their pre-shared preferences.
In addition, smart hotel rooms allow hoteliers to welcome travelers with an in-room tablet that showcases all the hotel amenities, offers passive upsells, and provides local information and recommendations.
Not only does smart room technology increase customer satisfaction, but it’s also operationally efficient. Automatic lighting and temperature changes based on occupancy can reduce a smart hotel’s carbon footprint and cut costs.
3. Chatbots and digital concierges
Hotel managers aiming to maximize the guest experience for brand loyalty, five-star feedback, and increased bookings are using the latest AI service tech, like chatbots and digital concierges.
Chatbots can shrink the number of customer service calls while improving response times. Common queries, such as ‘What time is check out?’, receive instant resolutions, freeing up staff to respond to more urgent or complex questions.
Acting as an ‘invisible butler,’ digital concierges allow hotels to personalize the guest experience to match individual preferences. Imagine guests entering their rooms to find the lighting and temperature just as they like, and the minibar stocked with their favorite drinks. An in-room tablet highlights local restaurants, attractions, and experiences tailored to guests’ tastes, making them think, “Wow, this is so me! I’d love that.”
4. Guest experience platforms
A report by Hilton highlights how almost half of all hotel guests (49%) actively look for immersive experiences in local cultures while traveling.
This trend gives hoteliers the chance to create partnerships with local businesses, which unlocks upsell and affiliate marketing opportunities.
For example, a hotel could partner with a local museum to offer guests an exclusive discount and earn a commission on every sale. It is a win-win-win for the hotel, the local business, and guests. The hotelier can provide the guest with an authentic experience while boosting the local economy and increasing hotel revenue margins.
5. Data sentiment analysis
Hotel operators can now replace the low response rate of feedback surveys with data sentiment analysis tools. This latest hospitality tech trend aggregates and analyzes guest reviews and social media mentions to provide valuable insights into guests’ preferences and pain points.
AI and Natural Language Processing (NLP) can also detect recurring positive and negative keywords, all of which can improve services, personalize communication, and enhance overall guest satisfaction.
Hospitality professionals can extend sentiment analysis to monitor competitors. This enables them to benchmark performance against industry standards and identify areas to outshine the competition.
Taking it a step further, they can integrate the data with their Customer Relationship Management (CRM) system to create comprehensive profiles of each guest. This allows for greater hyper-personalization, wowing guests from the start.
6. Contactless check-in and check-in kiosks
According to an Oracle report, nearly three-quarters of travelers (73%) want to use their mobile devices to manage their hotel stay. This includes checking in and out, paying, room service requests, and more.
An increasing number of hotels now offer a mobile check-in service with keyless access to hotel rooms, removing the need for a front desk or physical keys. Guests use digital key cards on their mobile devices or a pre-arranged keycode for entry, making check-in (and business operations) a breeze.
Contactless check-in gives guests more independence while reducing wait time and increasing overall operational efficiency. It also frees up the hotel staff’s time so they can provide more personalized communication and address specific guest needs.
7. API-first property management systems
One-size-fits-all property management systems (PMS) no longer suffice. Many legacy systems have limited customization and increased costs for integrations.
API-first property management systems provide the flexibility of a plug-and-play integration so hotel operators can share information quickly. They can easily add or remove features, enabling greater customization and enhancing the guest experience.
This agility allows hoteliers to quickly integrate new tools into their existing technology stack, future-proofing operations. For example, an API-first PMS can connect to digital check-in kiosks, guest experience platforms, digital concierges, and more.
8. Frictionless digital guest experience
Hoteliers can now make stays as smooth as possible, from the moment guests book and check in to their time of departure.
To create a frictionless experience, hotel operators can:
- Enable mobile payments via a direct booking engine.
- Provide keyless entry and self-service check-in kiosks.
- Offer smart hotel rooms with voice-activated IoT controls.
- Provide 24/7 digital concierge services.
Invisible payments are becoming a convenient option for hotel guests, allowing them to securely save their payment information upon booking or check-in. Subsequent charges for amenities or services occur automatically, eliminating the need for cards or further interaction. This not only enhances guest satisfaction but also boosts revenue, especially when hotels use AI to personalize these services.
9. Revenue management systems
New revenue management solutions can automatically react to changes in supply and demand to optimize booking prices, allowing hoteliers to maximize profits even in a volatile market.
Technology for hotels like algorithms and machine learning can forecast customer demand and analyze current and past booking patterns to optimize rates, helping hotel managers maximize occupancy and revenue. A dynamic revenue management system can lessen the load for revenue managers while offering guests better deals based on their preferences and past behavior.
These tools not only enable hotels to capture a wider pool of customers but also enhance the booking experience for guests.
10. Digital payments and mobile wallets
Digital payments have become the norm in the hotel industry, offering guests flexible and secure payment options.
During the booking process, secure authentication systems like Stripe enable hotels to accept digital payments for deposits, reducing cash handling and associated risks.
Once the guest arrives at the hotel, contactless payments and biometric authentication like facial recognition ensure safety and security.
Guests appreciate the convenience of using their preferred payment methods, including credit cards, digital wallets with Apple Pay or Google Pay, and Buy Now Pay Later (BNPL) options.
By allowing guests to choose their preferred form of payment, hotels make it easier for guests to upgrade, add on experiences, or use extra services like tours or room service.
11. Sustainability and energy-saving
Hotels are now installing energy-efficient hotel technologies, such as smart thermostats, to help combat rising costs and reduce their environmental footprint.
These sustainable solutions help reduce hotel costs while also satisfying environmentally conscious travelers actively looking to adopt sustainable travel practices.
There’s also a rising demand for hospitality tech companies that help hospitality businesses reduce food waste. The Winnow AI system, for example, monitors food wasted or saved and calculates real-time data so hotels can make smarter decisions. Earlier this year, Iberostar installed this tech in five of its hotels and is already seeing savings of 618,000 meals per year. This is a significant step towards their goal of becoming carbon neutral by 2030.
12. Cybersecurity
While AI offers significant benefits, it also contributes to a rise in cyberattacks. Hotels, that manage sensitive customer data through online bookings, are vulnerable to data breaches, phishing attacks, and ransomware. Recent attacks on Omni hotels, MGM Resorts, and Booking.com partners prove the severity of this threat.
But it’s not just attacks hotels have to worry about. Regulations, such as the SEC, the European GDPR, and the California Consumer Privacy Act (CCPA), require public companies (including hotels) to keep customer data safe and to disclose cyberattacks.
Hotels can up their cybersecurity and stay compliant by creating secure payment systems, adopting multi-factor authentication (MFA) for staff, and enabling stronger data encryption and network security. They can also increase awareness among staff with cybersecurity training to avoid phishing attacks and inadvertently leaking sensitive business information.
13. IoT
The Internet of Things (IoT) is one of the latest technology trends in the hotel industry, enabling the connection and exchange of data between devices, networks, and the cloud.
IoT can help further enhance the guest experience while helping hotels save time and resources. For example, hoteliers can use IoT in smart rooms to connect the thermostat, TV, and voice assistant to ensure guests have a smooth experience.
Hotels can leverage IoT in several ways:
- Use energy management tools to be more eco-friendly and cost-effective.
- Implement predictive maintenance to optimize housekeeping.
- Use customized marketing to create personalized promotions, increasing occupancy and guest loyalty.
- Improve air quality to protect the health and safety of both guests and staff.
14. Big Data analytics
Data collection and analysis, one of the latest hospitality technology trends, provides hotels with a wealth of information.
Big Data enables hotel managers to integrate and analyze data from diverse sources, including their CRM and PMS, social media, market research, and industry benchmarks.
These analytical insights allow hotels to customize offers more accurately, personalize guest experiences, and predict market trends to drive up revenue. Additionally, they can better anticipate guests’ needs, making stays unforgettable.
15. Cloud computing technology
Hotel operators can automatically back up data to the cloud, eliminating concerns about legacy PMS software crashing, losing booking information, or compromising sensitive data.
Cloud computing technology centralizes data, allowing staff to access it from anywhere. This improves integration across all hotel systems, from PMS and CRM to booking and marketing data.
With data in the cloud, staff can safely access the information they need whether they’re working remotely, on-site, or at sister properties. Having information readily available at all times enables faster responses to guest requests, allowing staff to deliver exceptional service.
16. Digital tipping
Along with payments, tipping is also going digital.
A survey from Canary found that hotel staff receive fewer tips because guests carry less cash with them. However, around 70% of guests would leave digital tips if hotels offered an easy solution to do so.
As digital tipping gains popularity, there’s a growing variety of available options. A 2023 survey from HotelTech Report reveals the 10 favorite tipping apps from 250+ hotels.
17. Metasearch marketing
Metasearch sites like Kayak, Skyscanner, Tripadvisor, and Google Hotels extend hotel marketing reach without high costs. And it’s a great way to diversify advertising efforts.
More guests are using metasearch sites to benchmark rates and find the best offer for what they’re looking for. The hotel distribution solution, Mirai, studied 900+ hotels investing in metasearch from 2019 to 2022 and found that the number of bookings made through metasearch sites increased by 41%.
Advertising on metasearch platforms means hoteliers can increase direct bookings (and bypass the expensive OTA commissions), connect with new audiences, and allow potential guests to compare offers more effectively, enhancing their booking experience.
18. Hotel apps and mobile guest journeys
Hotel brands can be in the palm of their guests’ hands with their hotel app. Mobile bookers enjoy the freedom to check out amenities, take virtual tours, and explore deals anytime, before or after booking.
With an app at guests’ fingertips, hotels can boost engagement and curiosity, leading to easier upselling and add-ons like guided tours or excursions through simple push messages.
The mobile journey also offers greater flexibility, allowing guests to check in and out, order room service, and access rooms directly from their smartphones. This streamlines operations, saves staff time, and enables the collection of valuable data for personalization.
19. Direct booking tools
Direct booking tools, like embedded booking engines, enable hotels to compete on par with online travel agencies (OTAs). Hotel managers have a more cost-effective way to increase margins and occupancy with less dependency on OTAs and their high commissions.
The benefits extend beyond improved revenue. Hotels can also capture valuable guest data typically lost to OTA bookings.
For example, a hotel manager can set up a booking engine on the hotel’s website, allowing guests to book directly online. They can also customize the experience by offering a virtual chat assistant 24/7 to answer guest questions online.
20. WiFi 6
Hotels can offer next-generation Wi-Fi to improve guests’ internet connections. Wi-Fi 6 supports multiple devices more efficiently without affecting speed or reception.
Business and bleisure guests appreciate the enhanced connectivity. Wi-Fi 6 also enables staff to work more effectively with fewer lapses in speed.
For example, with Wi-Fi 6, hotels can better handle increasing tech demands, from smart rooms and IoT to booking engines and sophisticated PMS.
21. Voice technology
Siri and Alexa are coming to hotels as the voice tech industry continues to boom, with a forecast of 22+ billion by 2030.
According to an Oracle report, four in ten guests (43%) expressed an interest in having voice-activated controls for all amenities in their room.
This hospitality tech trend offers guests greater physical liberty to multi-task, like ordering room service while getting ready for a shower or taking advantage of voice-controlled customer service while preparing for a trip to the city.
Voice tech can improve the guest experience, eliminate routine tasks for staff, and help hotels face staff shortages better without affecting the quality of the guests’ stay.
22. Virtual Reality (VR) and Augmented Reality (AR)
The VR and AR markets are booming, with forecasts predicting the AR market will reach $432 billion and the VR market $91.54 billion by 2031.
So, what can these innovations do for hotels? For example, VR allows hotels to offer guests immersive 360-degree virtual tours of their property. AR provides a sense of novelty through interactive experiences, like virtual tours with the city’s points of interest overlayed on digital maps.
VR improves booking confidence and expectation management, leading to an increase in bookings. AR allows hotels to enhance their environment or surrounding areas, which gives guests a unique experience they’ll remember.
23. Biometrics
Both guests and hotels benefit from enhanced security through biometrics, an innovative technology that uses physical characteristics such as fingerprints and facial recognition for automatic identity verification.
For example, hotels can use biometrics to limit access to hotel facilities, like pool or spa areas, to guests only.
Biometrics can also help with more secure payments and keep theft and crime at bay for both staff and guests, who’ll feel safer knowing their security comes first.
24. Robotics
Hoteliers can free up staff time with robots and machines that handle routine but essential tasks and services.
Robots can seamlessly integrate with in-room services and voice-activated requests for increased efficiency.
Although the initial cost is high, robotics can provide long-term savings. From check-ins and room cleaning to food delivery and luggage handling, robots can solve staff shortages while maintaining high-quality service for guests.
25. Automated text messaging
Text messaging is a vital communication tool in hotels. Operators can set up automatic responses to guest requests and send predefined information, such as check-in and check-out times, directions, and promotional offers.
Automated messaging saves staff time by replacing manual email responses with instant, automated text messages. This allows staff to anticipate guest needs, boost confidence in the property, and enhance communication.
A 2024 survey by HotelTechReport ranked guest messaging as one of the top tech trends for improving the guest experience. It’s no surprise guests prefer communicating through instant messaging apps like WhatsApp and Facebook Messenger, which boast billions of active users worldwide.
26. Smart TVs, streaming and casting
Smart TVs and streaming services make guests feel at home by allowing them to log into their preferred streaming channels, such as Amazon Prime, Disney+, and Netflix, directly on hotel smart TVs. This eliminates the need to rely on small screens from smartphones, tablets, or laptops, and allows guests to easily customize their entertainment experience without hunting for channels or programs.
In addition, streaming services like HBO and Netflix offer built-in casting features, enabling guests to cast their accounts onto hotel TVs without sharing personal login information. This enhances cybersecurity for both guests and hotels, while guests benefit from a seamless and convenient streaming experience.
Hotels also enjoy cost savings by opting for streaming services instead of expensive cable packages. Additionally, smart TVs can be used to provide guests with important information about the hotel, its amenities, and the surrounding area.
27. Blockchain
Blockchain technology is transforming hospitality by offering guests more secure payment options. With a safeguarded ledger, operators avoid storing payment data, and once payment is complete, the information cannot be altered. This makes blockchain a top choice for secure hotel payments.
Guests benefit from a flexible and secure payment method, while hotels face fewer privacy and security concerns. It’s a win-win opportunity.
Some examples of how hoteliers can use the blockchain beyond payments include:
- Loyalty programs: Hotels can transfer loyalty points on the blockchain so they’re more secure and unmodifiable.
- Guest preferences: Hotel managers can store guest preferences securely to offer personalized experiences for repeat guests.
- Guest reviews: Feedback stored on the blockchain is tamper-proof, increasing the authenticity and reliability of reviews for future guests.
28. NFT marketing
Non-fungible tokens (NFTs) are making waves in hospitality marketing by leveraging blockchain technology to create unique digital representations of objects or services. This uniqueness imparts value to each NFT.
While still emerging in the hotel sector, NFTs offer innovative solutions for age-old services. For example, some hotels are replacing physical loyalty cards with NFTs. Marriott, a pioneer in NFT marketing, is expanding this approach by offering unique mini-games in the metaverse.
This marketing strategy can significantly boost hotel brand awareness, reach new audiences, promote new services, and foster partnerships with artists.
29. Upselling tools
Upselling tools allow hotels to automate the promotion of services, rooms, and experiences. For accommodation providers, this can be a source of extra revenue and increased occupancy rates. Upgrades that come at an extra cost, like a better view or additional amenities, enhance the guest’s stay, making it more enjoyable and tailored to the guest’s preferences.
What’s more, upselling tools allow hotels to offer guests a wide range of services they may not have previously considered, from spa treatments to dining options. And, with the help of AI, hoteliers can personalize upselling offers based on guest preferences and booking data. This ensures that offers are more relevant and appealing to each guest.
30. Housekeeping automation
Housekeeping automation tools like smart scheduling, tracking systems, and automated alerts are one of the biggest drivers of operational efficiency for hotels.
These tools reduce operating costs, improve inventory control for cleaning supplies, and ensure timely room turnover.
For guests, this means more rooms ready at check-in (or available for early check-in), cleaning requests fulfilled more quickly, and greater cleanliness.
FAQ
What is the latest technology used in hotels?
The latest hotel tech includes smart rooms with voice-activated options for hands-free control, contactless check-in via digital kiosks or mobile phones, and Big Data analytics for gathering information from multiple sources for personalization purposes.
How can technology help improve hotel guest experience?
Hotel guest technology enhances the entire journey from booking to check-out. Hotels can offer 360-degree virtual tours, directions via automated text, smart rooms, contactless check-in, and digital concierges, providing guests with quick service at the touch of a button.
How is smart technology changing the hotel industry?
Smart hotel technology transforms guest interactions by allowing personalized control over lighting, temperature, and entertainment. It also enables hotels to streamline operations and boost revenue by forecasting maintenance and cleaning needs, saving energy, and personalizing marketing.
What is the future of technology in hospitality?
The future of tech lies in boosting guest satisfaction through unique experiences and smart rooms, automating manual work and routine tasks, and improving hotel margins through predictive data.
Are you a hospitality tech startup looking to build your brand’s reputation through strategic PR? Drop us a line.
