More and more aspects of life in major modern hotels have been upgraded with internet-connected and electronic technology, but it seems that there hasn’t been a matching upgrade in the humanware. In fact, in the words of a headline from The Independent (UK), “Smart hotel rooms leave guests struggling to turn the lights on (and off).”
Increasingly, downloaded smartphone apps or hotel-provided remote controls are needed to operate not only the lights, but also air conditioning and heating, room service, entertainment and in some cases even bathroom functions.
A recent survey—Hotels.com’s 2025 Hotel Room Innsights survey—indicated some degree of resistance by customers. The survey of 450 properties worldwide said that while 52% of hotels say they give guests a verbal tech walkthrough at check-in, 70% report that their guests say they’d rather talk to a human—especially when something has gone wrong.
Even the bathroom is seeing changes: some now include smart mirrors with weather updates and news; digital water temperature controls and motion-sensor faucets; smart shower heads that change color based on water usage; Japanese toilets with smart bidets; and voice-activated bath filling.
One feature, widely-touted in recent years, has apparently had its day. Customers have been resistant to robots at check-in, in the lobby or as breakfast servers, and some hotels that tried them have already removed them. One told the study: “Warm, personalized service fosters real connections and allows us to address guest needs with empathy and care.” That would be a welcome upgrade!
