Why Contactless Hotel Experience Technology Is an Investment and Not a Digital Cost of Doing Business
Is digital contactless technology a cost of doing business for hotels, or is it an opportunity to improve the overall hospitality experience and increase guest spend?Contactless experiences at hotels are often viewed as little more than a post-pandemic operational requirement or as a necessary convenience that guests demand in a hyper-digital world. This view leads many hoteliers and their asset owners to see these milestones in the guest journey as cost-saving centres, not as revenue management opportunities. This perception is not only outdated—it’s blocking both asset owners and hotel operators from taking advantage of untapped revenue potential with guests. The truth is far more powerful in the context of hotel management. While there are obvious cost savings, every step in the contactless guest journey presents a strategic opportunity to gain a higher net operating income, increase Net Promoter Scores (NPS), and drive significant increases in ancillary guest spend.
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