Consumer research: hotels check-in late with technology

This issue of the Zonal and CGA GO Technology research report shines a light on what guests want and unveils the big opportunities and challenges in hotel technology.

Hoteliers’ use of guest-facing technology has typically been limited to online reservations widgets. But today’s tech-savvy guests are demanding order and pay apps and smart room service capabilities.

For consumers, technology is now an integral and mainstream part of the drinking and eating-out experience, but the same cannot be said for hotels. For restaurants and bars, who have capitalised on the opportunity to grow their revenue by responding positively to consumer demand for new technology, this research shows that there is clearly huge scope to use technology to grow sales of food and drink and other services in hotels.