In the race to impress, hotel rooms are becoming so technologically sophisticated that many guests including myself are left fumbling in the dark – literally.
From voice-activated curtains to biometric room access and colour-changing shower heads, the modern hotel stay is increasingly defined by its gadgets. But for many travellers, especially those arriving late after long-haul flights or packed schedules, the experience can feel more like a puzzle than a perk.
According to Hotels.com’s 2025 Hotel Room Innsights survey, over half of the 450 hotels surveyed now offer verbal tech walkthroughs at check-in, simply to help guests operate basic amenities like lighting, air conditioning, and entertainment systems. Despite these efforts, 70% of guests still say they prefer speaking to a human—especially when they need support.
The confusion isn’t limited to older travellers. Even tech-savvy guests have reported frustration with unintuitive systems. One hotel admitted to removing robot breakfast servers after guests found them cold and impersonal. Another scaled back its lobby automation in favour of warm, face-to-face service. “Warm, personalized service fosters real connections and allows us to address guest needs with empathy and care,” the property noted in the study.
Still, some tech is appreciated – when it’s intuitive. Smart TVs with streaming access, Bluetooth speakers, and digital water temperature controls are among the most welcomed upgrades. But when bathrooms feature motion-sensor faucets, voice-activated bath filling, and smart mirrors offering weather updates, the line between luxury and complexity begins to blur.
Examples of high-tech hospitality include:
- Hotel EMC2, Chicago: Robotic room service delivers items with mechanical precision.
- Grand Hyatt Jeju, South Korea: Biometric smart rooms and robot butlers offer a glimpse into the future.
- FlyZoo Hotel (Hangzhou, China): Developed by Alibaba, FlyZoo is a ground breaking example of AI-driven hospitality with facial recognition check-in, Tmall Genie AI assistant, and robotic room service.
- CitizenM New York Bowery (NY, NY): Perfect for tech-savvy business travellers, all citizenM properties feature tablet-controlled rooms, screen-mirror functionality and meeting spaces guests can book online.
- The Thief (Oslo, Norway): While being chic and stylish, this hotel is also smart. It offers facial recognition for VIP check-in, mirror-integrated TVs, and digital art curation via in-room tablets.
“From smart showers to room service-delivering robots, this year’s Innsights survey shows hotels around the world are using tech in ways from functional to novel,” said Melanie Fish, vice president of global public relations. “It’s also clear there’s a sweet spot when it comes to smart hotel rooms: intuitive and personalised, but still easy to navigate.”
For business travellers, the takeaway is clear: while innovation can elevate a stay, simplicity and human connection remain the most valuable amenities of all.