Modern hotels are so tech advanced it’s leaving travellers confused about how to use the basic amenities
Hotels are becoming so tech smart that many guests struggle to figure out how to turn the lights on.
A report found that a growing number of travellers are so baffled by high tech accommodation that get confused with automatic check-in and how to use the wifi, entertainment systems and air conditioning. In a survey of 450 hotels, 52 percent of hotels reported offering a verbal tech walkthrough at check-in to help unclear guests navigate their high-tech accommodation, according to Hotels.com 2025 Hotel Room Innsights survey.
As many as 70 percent of respondents said guests prefer to speak to a human, especially at check-in and when needing support, hotel rooms are becoming ever smarter, leaving guests often in the dark and desperately trying to keep up.
According to the survey, 56 percent of hotels feel pressure to continually upgrade their technology, with most focusing on “comfort tech”, practical upgrades that enhance comfort and usability.
These include smart TVs connected to streaming services and Bluetooth speakers and significant upgrades to an unexpected area — the bathroom.
Bathrooms may now include smart mirrors with weather updates and news; digital water temperature controls and motion-sensor faucets; smart shower heads that change colour based on water usage; Japanese toilets with smart bidets; and voice-activated bath filling.
Some hotels are going further, deploying cooking robots and AI-powered concierges. However, some properties admitted that they’ve removed automated features such as robots at breakfast service or in the lobby, because they left guests cold.
As one hotel put it in the study: “Warm, personalised service fosters real connections and allows us to address guest needs with empathy and care.”
Melanie Fish, vice president of global public relations at Hotels.com said: “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. It’s also clear there’s a sweet spot when it comes to smart hotel rooms: intuitive and personalized, but still easy to navigate.”
Guests who love a high-tech hotel stay might consider checking into Hotel EMC2 in Chicago, which has robotic room service; CitizenM New York Bowery, which offers tablet-controlled rooms; or the Grand Hyatt Jeju in South Korea, which features biometric smart rooms and robot butlers.
Key Findings:
- Tech confusion is real: Half of hotels now offer a verbal tech walk-through at check-in to help guests navigate tech-related features like smart lighting, Wi-Fi, and in-room entertainment systems.
- ComfortTech is king: High-tech hotels are investing in practical, comfort-enhancing innovations like smart fans, customisable lighting and smart TVs rather than investing in robots and automation.
- Human interaction still matters: 70% of hotels say guests still prefer to speak to a human, especially at check-in and when needing support, highlighting the irreplaceable importance of face-to-face service.
- Inside the hotel room of the future: Hotels surveyed are most interested in adding tech upgrades like AI-powered concierge services, voice-activated room controls, and even robot chefs, as they look to improve service and personalisation.
The Hotel Room of the Future
Hotels aren’t hitting pause on innovation. When asked what technologies they were most interested in pursuing, responses ranged from AI-powered solutions to robotic staff, revealing a bold vision for the future of guest experiences. Some of the standout ideas included:
- AI-powered innovation: Concierge services, energy-saving automation, and real-time face-to-face translation.
- Robotics: Cooking robots, luggage transport, meal delivery, housekeeping, and outdoor maintenance.
- Guest Experience Enhancements: Voice-controlled rooms, sleep monitoring devices, and smart mirrors.
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