What Are Smart Hotels? Technology in Modern Hospitality

Key Takeaways

• Mobile technology is reshaping the hotel arrival experience by eliminating the need to wait at the front desk. 
• AI systems can recommend spa treatments, dining options, or promotions based on past behaviors and interests.
• Located in Nagasaki, Japan, the Henn-na Hotel is renowned for being the world's first hotel staffed by robots.

The hospitality industry is getting a tech-driven upgrade with the rise of smart hotels. From voice-controlled lighting to mobile check-ins, these innovations are quickly becoming the new norm—and the numbers are backing this up. Around 86% of hotel operators have already introduced in-room technology, with 74% planning to roll out digital apps to better connect with their guests.

As more hospitality trends take off, smart hotels are here to keep up. Beyond fancy gadgets, this shift is about meeting modern guest expectations for personalization, improving efficiency for hotel staff, and supporting sustainability through smart energy use.

What Are Smart Hotels?

A smart hotel brings hospitality and technology together to create a more connected, personalized stay. These hotels use tools like smart sensors, voice assistants, and mobile apps to give guests more control, like adjusting room temperature or lighting with a simple tap or voice command.

For staff, it means smoother operations, like automated check-ins and energy-saving systems that respond to real-time room use. From personalized welcomes to contactless services, smart hotels blend hospitality with innovation, making stays more convenient for guests and operations more efficient for hotel teams.

Key Technologies Used in Smart Hotels

Smart hotels use advanced technology to improve guest comfort, boost efficiency, and deliver personalized experiences.

IoT devices in guest rooms

The Internet of Things (IoT) connects everyday devices through the internet, allowing them to communicate and respond in real-time. In smart hotels, this transforms ordinary rooms into intelligent, responsive spaces that adapt to guest preferences and occupancy.

Common IoT devices in hotel rooms include smart thermostats, which learn guests' temperature preferences and adjust accordingly, and automated lighting systems, which can be controlled by voice, app, or motion. Others include smart TVs, occupancy sensors, smart blinds, and connected minibars, enhancing both comfort and efficiency.

The Wynn Las Vegas is a pioneer in using IoT technology to improve guest experience. Every room is equipped with Amazon Echo devices, allowing guests to adjust lights, temperature, curtains, and entertainment systems simply by speaking.

Mobile apps and digital check-in

Mobile technology is reshaping the hotel arrival experience by eliminating the need to wait at the front desk. Through dedicated hotel apps, smart hotels now offer seamless mobile check-in and check-out, allowing guests to skip the lines and go straight to their rooms.

Once checked in, guests can use their smartphones as digital room keys, unlocking doors with a tap. These apps often include features like in-app room service requests, allowing guests to order food or extra towels without making a call. Chat support is also built-in, connecting guests with the front desk or concierge staff instantly for questions or help.

Hilton's "Hilton Honors" app is a standout in digital guest services. Guests can check in, choose their room from an interactive map, and use their phone as a digital room key at over 80% of Hilton properties worldwide.

Voice-activated assistants

Smart hotels are using voice-activated assistants to give guests a hands-free, personalized experience. With devices like Amazon Alexa, Google Assistant, or Apple's Siri, guests can control their room without lifting a finger. Want extra towels? Just ask. Need to play music, check the weather, or set an alarm for your early flight? Voice assistants make it quick and easy.

Such advancements are especially appealing to today's guests, who value convenience, speed, and personalization. Many travelers prefer using multilingual voice assistants because they eliminate language barriers, making it easier to request services, get information, or control room features in their native language. Hotels can even program these assistants with custom responses or service options tailored to their brand.

The Westin Buffalo (USA) uses Amazon Alexa in its rooms, allowing guests to use voice commands to request services, schedule wake-up calls, and adjust room settings. This smart setup not only impresses tech-savvy travelers but also simplifies the stay from start to finish.

AI and data personalization

Smart hotels are transforming guest experiences by using AI in hospitality to personalize every aspect of a stay.

By collecting and analyzing data from previous visits, booking history, and in-room preferences, AI helps hotels tailor services in real time. For example, a returning guest might enter a room already set to their ideal temperature and lighting, complete with their preferred type of pillow.

AI systems can also recommend spa treatments, dining options, or promotions based on past behaviors and interests. Even welcome messages can be customized with the guest's name and language, while in-room entertainment is adjusted to match viewing preferences.

Through this smart use of data, AI helps hotels move beyond one-size-fits-all service and into a more intuitive, guest-focused hospitality model that adapts to each individual.

Examples of Smart Hotels Around the World

Technology is changing the way we travel, and some hotels are leading the way with smart features that make stays more comfortable and fun. From hotel robots at the front desk to voice-controlled rooms, here are some notable examples:

YOTEL (multiple locations)

YOTEL is known for its high-tech design and convenience. Guests can check in using self-service kiosks, and the rooms—called "cabins"—come with smart beds that adjust for comfort. At YOTEL New York, the experience goes a step further with "YOBOT," a robotic luggage concierge that securely stores guests' bags—adding both convenience and a memorable touch.

Henn-na Hotel, Japan

Located in Nagasaki, Henn-na Hotel is renowned for being the world's first hotel staffed by robots. Guests are greeted by multilingual robots, including a dinosaur and a humanoid receptionist, for a check-in experience like no other.

Facial recognition is used for room access, replacing traditional keys, while in-room robots assist with tasks like adjusting lights or providing weather updates. It's a one-of-a-kind blend of automation and novelty.

Marriott's Smart Rooms

Marriott International has introduced Smart Rooms equipped with Amazon Echo devices as part of its "Alexa for Hospitality" initiative. Guests can use voice commands to control room settings, request services, and access information. These features make it easy to settle in and feel at home while also showing how tech can enrich the hotel experience.

Benefits of Smart Hotels

Smart hotels offer benefits for both guests and hotel operators, making stays more comfortable while improving efficiency.

For guests

Guests enjoy a wide range of benefits when staying at smart hotels, each feature designed to make the experience smoother, more comfortable, and more personalized:

Greater convenience and comfort

Smart hotels offer greater convenience by giving guests easy control over their room environment through voice commands or mobile apps. There's no need to adjust settings manually, and saved preferences from past visits mean everything is already set just the way they like it—making the stay more effortless and personalized from the start.

Faster, contactless service experiences

With mobile check-in, digital room keys, and voice-activated assistants, guests can skip the front desk and access services without delays or physical contact. This streamlines the entire experience, saving time at every step.

Improved overall satisfaction

From custom welcome messages to service suggestions based on behavior or preferences, guests feel seen and valued. This personalization leads to a more enjoyable and memorable stay.

Enhanced safety and cleanliness

Automation reduces the need to touch shared surfaces, and smart sensors can alert staff when cleaning or maintenance is needed. These features help guests feel more secure and comfortable.

For hotel operators

Smart technologies also offer significant advantages for hotel operators, helping them run more efficiently and stay competitive in a fast-changing industry:

Increased operational efficiency and reduced labor costs

Automation tools such as self-check-in kiosks, service robots, and smart room controls reduce the need for repetitive manual tasks. This frees up staff to focus on high-value interactions that enhance the guest experience.

Better energy management and sustainability

When smart systems automatically adjust lighting, heating, and cooling based on room occupancy, they minimize energy waste. This not only saves money but also supports eco-friendly operations.

Access to data insights

AI-driven systems collect and analyze guest behavior and preferences. This information helps hotels personalize services, streamline operations, and create targeted marketing campaigns that drive bookings.

Competitive differentiation

Hotels that embrace smart technology can stand out from traditional competitors. Offering high-tech experiences attracts modern travelers looking for convenience, innovation, and a memorable stay.

The Future of Smart Hospitality

The future of smart hospitality is full of exciting innovations that promise to make hotel stays even more seamless, safe, and fun. Technologies like robotics, biometrics, AR/VR, and blockchain are already making their way into the industry—and they're here to stay.

Robots are starting to play a bigger role in hotel services. Some robots are designed to enhance guest engagement—like Pepper, a friendly humanoid robot that can answer questions, give directions, and even chat casually with guests in the lobby. Others, such as Relay by Savioke, are designed for efficient service delivery, bringing towels, snacks, or other items directly to guest rooms. 

At Swiss Hotel Management School (SHMS), students are already preparing for this shift. Through hands-on experience with training robots like Robot Lucki, they're gaining practical skills to work alongside next-generation hospitality tools.

Biometric access is another major advancement. With facial recognition, guests can now unlock their rooms without keys or cards. It's faster, safer, and limits physical contact—something travelers value more than ever.

Meanwhile, businesses are starting to use VR and AR in hospitality to create immersive experiences, like virtual room tours or interactive entertainment, adding a modern twist to how guests explore and enjoy their stay.

Blockchain is also entering the scene, offering more secure, transparent payment systems and improved identity protection, building trust between hotels and their guests.

Such technologies are reshaping the hospitality experience and preparing the industry for a smarter, more connected future.

Get Ready for the Smart Hotel Era

The hospitality industry is evolving fast, with technology reshaping how hotels operate and serve guests. From robots to smart rooms, the future is digital—and it's already here. At SHMS, students gain hands-on experience with the latest tools and trends, preparing them to lead in this tech-powered landscape. With a strong emphasis on innovation and real-world application, our programs equip graduates to drive the next wave of smart hospitality.

Want to be part of this evolution? Join us in shaping the future of hospitality with SHMS.

Frequently Asked Questions (FAQs)

Are smart hotels more expensive than traditional hotels?

Smart hotels can sometimes be more expensive due to advanced technology and personalized services, but many also offer competitive pricing thanks to efficiency savings.

Are smart hotel rooms accessible for elderly or disabled guests?

Yes, many smart hotels design their rooms to be accessible, using technology like voice control and automated features to help elderly or disabled guests enjoy a comfortable stay.