From tech to experience: why hotels must focus on service, not gadgets, to outshine home comforts

There was a time when staying at a hotel meant encountering cutting-edge technology that guests simply didn’t have at home. In the 1970s and 80s, colour televisions, satellite dishes, and even pay-per-view services made hotels feel like a glimpse into the future. Guests were drawn to these experiences, and tech upgrades were a key selling point for many properties. But times have changed. Today, guests walk into hotels carrying more advanced technology in their pockets than hotels can often provide. At home, they have smart TVs, voice-controlled devices, and lightning-fast internet. The hotel tech that once wowed them is now a basic part of everyday life.

So, how do hotels continue to stay relevant and offer something that feels “better than home”? The answer lies not in trying to outdo home technology, but in focusing on service, personalization, and creating unique experiences that guests can’t easily replicate in their daily lives.

The golden age of hotel technology

In the past, hotels were often at the forefront of technological advancements. When colour television became mainstream, many homes still had black-and-white sets. Hotels saw an opportunity to elevate the guest experience by offering colour TVs in every room, creating a memorable stay. This trend continued through the 80s and 90s, as satellite dishes and pay-per-view services allowed guests to access dozens of channels or new-release movies.

This technological edge extended into the early 2000s with high-speed internet access and entertainment systems. For a while, hotels continued to be a place where guests could enjoy luxuries they hadn’t yet experienced at home. For business travellers, the promise of reliable internet, fax services, and well-equipped conference rooms made hotels a necessary stop. Remember the business-centre, anyone?

The shift: technology everywhere

Fast forward to today, and the landscape is entirely different. With the rise of smartphones, streaming services, and home automation, guests now enjoy a level of convenience at home that hotels can no longer match purely through tech. They stream Netflix on their 4k televisions, ask smart speakers to play music, and control their lighting with their phones. Many hotels, by comparison, still struggle to provide fast, free wi-fi.

In places like Japan, where cutting-edge technology is deeply integrated into daily life, guests expect an even higher standard. Homes are equipped with high-tech toilets, smart mirrors, and advanced air purification systems—amenities that are still rare in many hotels. In Singapore, the local population enjoys high-speed fibre internet, integrated smart homes, and efficient public services at their fingertips. For these guests, a simple tv or standard wi-fi is no longer enough to justify a premium hotel experience.

Instead of focusing on keeping up with home technology, hotels must shift their priorities to offer something that technology cannot replicate: personalised service and a memorable, human-centred experience.

Service and experience: the real hotel advantage

For many guests, staying at a hotel is an escape from everyday life—a chance to leave behind responsibilities like cooking, cleaning, and household chores. In these areas, hotels can offer something no home tech setup can provide. The true advantage lies in anticipating guest needs, delivering exceptional service, and providing experiences that are curated, unique, and impossible to replicate at home.

A great example is the Ritz-Carlton Hotel de la Paix in Geneva, Switzerland, where guests receive tailored experiences that include curated city tours, luxury car rentals, and bespoke wellness services. This focus on creating experiences that cater to the specific preferences and tastes of their guests sets them apart from simply offering the latest gadgets. Their success lies in providing not just a place to stay, but an experience that leaves guests feeling deeply cared for and relaxed.

Another notable example is The Upper House in Hong Kong, where the focus is on creating an exceptional guest experience through personalised service. The hotel offers a service team dedicated to making each guest’s stay unique, whether that involves arranging private art tours or planning curated wellness experiences. They don’t rely on flashy gadgets but rather on their ability to personalise each stay down to the smallest detail, creating a sense of luxury and ease that technology alone cannot achieve.

The power of personalization

Today’s guests crave experiences that feel unique and tailored to their preferences. And this is where hotels can truly shine. While tech plays a supporting role, the real power comes from understanding what makes each guest feel special.

Think about a traveller from France visiting South Africa for the first time. While their home is equipped with top-notch tech, they might be looking for experiences that immerse them in the local culture. Offering personalised itineraries, arranging private safaris, or organising wine-tasting tours with local guides adds a layer of service that makes the trip unforgettable. Hotels that embrace local partnerships and customise experiences are those that leave guests with memories that outlast any temporary tech novelty.

Tech as a support tool, not the main attraction

While technology still plays an important role in hospitality, it should be seen as an enabler rather than the star of the show. Hotels can use tech to streamline service and enhance the guest experience, but it’s the human touch and personalization that will set them apart.

For instance, many hotels have successfully integrated mobile apps that allow guests to check in, access their rooms via digital keys, and book services like room service or spa appointments without waiting in line. This type of seamless convenience is where tech can shine—by removing friction from the guest experience without replacing human interaction. Zoku hotel in amsterdam, for instance, uses a blend of tech and personalised service to create a home-office hybrid for long-term guests, offering co-working spaces and meeting rooms that adapt to the guest's needs.

But while this convenience is important, it’s not what makes a stay memorable. The real magic happens when staff go the extra mile to anticipate a guest’s needs—whether that means having their favourite coffee waiting in the room or arranging a last-minute booking at a local restaurant. That’s what at Sofitel they call “cousu main”.

Final thought: focus on the experience, not the gadget

As homes become more tech-savvy, hotels need to shift their focus from offering the latest devices to offering personalised, human-centred experiences that make guests feel truly cared for. While technology remains an important tool to streamline operations and enhance convenience, it should never overshadow the power of exceptional service.

Ultimately, what guests remember are the moments that go beyond the ordinary—the little touches, the unexpected kindnesses, and the feeling of being welcomed and valued. By prioritising service and offering experiences that are impossible to replicate at home, hotels can ensure that their guests leave with memories that will bring them back time and time again.

This article is an excerpt of my upcoming book: Mastering Hospitality ancillary revenue, which offers over 100 real life examples on how to optimise your revenue via ancillary revenue streams. Stay tuned, publication date coming soon!