Impact of Smart Hotel Technology on Hotel Guests’ Acceptance and Experience in the UK

Abstract

This dissertation aims to examine, understand, and explore the effects of smart hotel technology on guests in the UK. Contactless solutions such as digital check-ins/check-outs, AI-based chatbots, or mobile-based room service, in addition to robotic service delivery, have spearheaded increased convenience, customized experiences, and overall guest satisfaction within the hospitality industry. The study aligns itself with a positivist paradigm and uses a deductive approach to research, which is a quantitative descriptive type of research. Primary data is obtained through self-developed and validated closed-ended questionnaires, which are administered to 100 UK hotel guests who are frequent users of hotel services, and this ensures empirical validation of the hypothesis that will be used to assess the impact of smart hotel technology on guests' experience. The systematic review focuses on the advantages of adopting smart hotel technology as well as its impact on the customers and the implementation challenges, such as high implementation costs, cybersecurity issues, and resistance from the older generations. To overcome these barriers, the study suggests that there is a need to set adequate resources in cybersecurity measures, offer elaborate training, enhance the interface, and incorporate the views of guests into the design of the systems. Addressing these challenges, therefore, enables the complete realization of advanced smart hotel technology that offers high-value guest experiences and efficiency gains to hotels. The results provide significant implications for hotel managers in understanding certain specific technology factors and enhancing different dimensions of the guest experience in the context of the emerging hospitality environment.