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Topic - Technology Impact On Guest Satisfaction

Technology Impact On Guest Satisfaction
Graphic with tech icons - Source HFTP

Survey Report: How the Pandemic Gave a Boost to Guests' Hotel Technology Usage, Satisfaction and Spending - By Agnes DeFranco, Minwoo Lee and Jihye Min

Any individual who has stayed at a hotel recently can attest that technology has become ubiquitous at every stage of the guest journey. From the booking process to check-in to guest room controls to the post-stay follow-up, guest services are supported by technology through and through. This evolution has been progressing over the last decade but was significantly accelerated by the COVID-19 pandemic which called for contactless processes. Once implemented, these automations were here to stay.

Technology Impact On Guest Satisfaction
Smiley faces - Source HFTP

Will Guests Say 'I Do' Again? Survey of Technology's Impact on Guest Satisfaction - By Agnes DeFranco

Technology is everywhere in a modern hotel, and in 2021 and beyond, it is not only about in-room Wi-Fi or booking a hotel room online. The reality is that the list of guest-facing technology is quite long. Plus, now hotel companies are leaning on technologies to limit personal contact in support of social distancing. This leads us to ask: are our guests satisfied with these new technologies? Does technology satisfaction carry over to the overall satisfaction of the hotel stay? More importantly, would guests rebook with the same hotel company in the future?