Digital disruption: how hotels are embracing change

digital disruptionHave you ever booked a hotel room without glancing at reviews? The chances are slim. According to a Bloc study, a whopping 93% of individuals peruse reviews before committing to a hotel reservation. The hotel industry, propelled by the surge in digital technology, grapples with a fresh adversary: digital disruption. Yet, rather than succumbing to trepidation, hotels are seizing the moment, welcoming change, and revolutionizing the guest experience.

Let’s delve into the strategies employed by hotels to harness technology, adeptly navigating the ever-evolving digital terrain to maintain a competitive edge. Brace yourself for an illuminating exploration of how these establishments are not merely adapting but thriving in the face of technological upheaval.

Mobile technology

With over 3 billion smartphone users worldwide, it’s no surprise that hotels are investing in mobile technology. Apps like Marriott’s Bonvoy App and Hilton’s Honors App allow guests to check in, choose their rooms, and even unlock their doors with their mobile devices. These apps not only enhance the guest experience but also drive engagement. According to CJ Digital, a  hospitality marketing agency, guests who download hotel apps are more likely to book directly with the hotel and spend more money on the property.

Smart rooms

Hotels are propelling the smart home concept into a realm of unparalleled sophistication through the integration of smart rooms. Embracing cutting-edge technology, these establishments are transforming the guest experience with features ranging from voice-controlled lighting to temperature sensors. A prime illustration is the CitizenM Hotel in New York, where an innovative iPad-based system commands an array of elements, spanning from ambient lighting nuances to the precise positioning of window blinds.

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This level of automation empowers guests with the ability to effortlessly tailor their environment; whether it’s adjusting room temperature to personal preferences or seamlessly summoning room service, all achievable without the need to vacate the comfort of their bed. This technological evolution not only exemplifies the pursuit of a more personalized stay but also underscores the commitment of hotels to redefine hospitality in the digital age.


Blockchain is no longer just for cryptocurrency enthusiasts. it’s finding a pragmatic application in the hotel industry to enhance guest experience and fortify data security. Leveraging a decentralized ledger system, hotels are adeptly safeguarding guest information, mitigating the looming threat of data breaches. An illustrative case in point is the W Hotel in Singapore, at the forefront of innovation, currently experimenting with a blockchain-based loyalty program.

This pioneering initiative not only incentivizes guest loyalty but also introduces a novel dimension by rewarding patrons with cryptocurrency in acknowledgment of their stays. In a landscape where privacy and security are paramount, the integration of blockchain technology not only reflects the industry’s commitment to safeguarding sensitive data but also signifies a progressive stride toward redefining the hospitality sector through cutting-edge, secure solutions.

Virtual reality

Imagine being able to take a virtual tour of your hotel room before booking it. The integration of virtual reality (VR) is no longer a mere gimmick but a tangible reality within the hotel industry, revolutionizing guest experiences. In a strategic move, hotels are leveraging VR to craft immersive environments for their patrons.

A noteworthy instance is the Marriott Hotel in New York City, where guests are treated to a virtual reality experience that seamlessly transports them to exotic destinations—all from the comfort of their hotel rooms. This innovative application of VR not only serves as a futuristic amenity but also underscores the commitment of hotels to provide guests with a preview of the unparalleled experiences awaiting them, fostering a new era of informed and enriched travel decisions.

Artificial intelligence

AI is catalyzing a profound transformation in the hotel industry, ushering in an era of personalized experiences for guests. Hotels, at the vanguard of this technological shift, are deploying AI-powered chatbots to deliver round-the-clock on-demand assistance. A shining example is the Cosmopolitan Hotel in Las Vegas, where the AI-driven chatbot, Rose, takes center stage, seamlessly aiding guests with a spectrum of services, spanning from room service to insightful restaurant recommendations.

However, the impact of AI goes beyond mere convenience; it extends to the customization of the guest experience. Through sophisticated algorithms, AI analyzes guest preferences and behaviors, enabling hotels to furnish tailored recommendations that resonate with individual tastes. This intersection of AI and hospitality not only streamlines operational efficiency but also ushers in a new era where technology converges seamlessly with human-centric services, redefining the very essence of hospitality.


The hotel industry is facing rapid changes in the digital landscape, but hotels are not afraid to embrace the disruption. With an unwavering commitment to evolution, hotels are leveraging an array of technologies, from mobile advancements to artificial intelligence, to craft an experience that resonates on a deeply personalized level with their guests.

This strategic adoption of cutting-edge technologies not only amplifies guest attraction but also catalyzes heightened revenue and a sustained competitive edge. As a discerning traveler, the prospect of witnessing firsthand how technology redefines the hotel experience is undeniably exhilarating. The metamorphosis unfolding in the industry sparks anticipation, leaving us to ponder the profound question: Are you prepared to witness the unfolding future of the hotel industry, where innovation and guest-centricity converge to redefine the very essence of hospitality?

Tags: Artificial Intelligence, digital disruption, technology, virtual reality

Digital Transformation Coach & Consultant, USA

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