What I Hate About Hotel Tech
Recently, The Wall Street Journal published an article about the frustrations travelers still face with hotel-room technology. I read it with one overwhelming reaction: How are we still here? After more than 20 years of talking, advising, designing, reviewing, and troubleshooting hotel technology, it is astonishing that so many of the same avoidable issues still remain. Not futuristic issues. Not expensive moonshots. Not obscure edge cases. No AI needed here. Just the basics. Bad TV experiences. Poor Wi-Fi. Not enough sockets. Confusing controls. Weak lighting. Awkward workspaces. Apps galore. QR codes everywhere. And technology that is far too visible precisely because it does not work well enough to disappear. That last point matters. Because the best hotel technology should be invisible . It should be so well planned, so intuitively designed, and so operationally sound that the guest barely notices it. No repeated logins. No crawling behind furniture. No failed casting attempts. No guessing which light switch does what. No returning to the room to find devices not charged because the hotel cut power when the guest stepped out. And yet, across the industry, we are still building friction into the guest journey and then acting surprised when satisfaction scores suffer. The industry still confuses “smart” with “useful.” Too much hotel technology is designed to impress project teams rather than serve guests. A “smart” TV that takes ten minutes to figure out is not smart. An app-only room service journey is not innovative if it makes hospitality feel colder. A beautifully designed room with nowhere convenient to charge a phone is not guest-centric. A stylish bedside panel that lets one guest switch off the lights, but not the other, is not thoughtful design. It is amazing how often the industry gets seduced by aesthetics, interfaces, and feature lists while overlooking the very things that define comfort, convenience, and usability. Guests do not reward technological ambition. They reward ease. Wi-Fi is now more important than hot water Provocative? Perhaps. True? Absolutely. A guest may tolerate many things, but they will not tolerate poor connectivity, especially at premium rates. In a world of cloud work, streaming, gaming, video calls, multiple devices, and instant speed testing, weak Wi-Fi is no longer a minor annoyance. It is a brand failure. And let us be honest: every guest now knows how to run Speedtest. So when they pay $250, $350, or more per night and encounter dreadful speeds, repeated authentication prompts, or patchy coverage, their reaction will not be neutral. It will go straight to frustration, review scores, and NPS. Hotels must stop treating Wi-Fi as an amenity and start treating it as mission-critical infrastructure. It should be fast. It should be stable. It should be easy. And the guest should sign in once, not 20 times. You can never have too many power sockets The shortage of convenient power in hotel rooms remains one of the industry’s most baffling failures. Guests today travel with phones, laptops, tablets, watches, earbuds, battery packs, and sometimes work
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