Using Smart Hotel Operations to Improve Guest Experience: A Systematic Review

Abstract

Over the last few years, the integration of smart technologies in the hospitality industry has significantly increased. This has led to the emergence of a novel concept called “Smart Hotels”. Smart hotels exclusively operate using advanced technologies, offering an innovative approach towards the guests’ experience. This study aims to explore the concept of smart hotels and their impact on guest experiences. A systematic review approach was undertaken by searching relevant secondary sources that appeared in five electronic engines: ProQuest, ScienceDirect, EBSCOhost, Google Scholar and Scopus. The inclusion criteria were restricted to English-written publications starting from the year 2018 onwards. Based on a synthesis and review of 17 studies related to the purpose of this study, the findings indicated that smart technologies can significantly enhance guest experience through providing efficient, more personalised and convenient services. Despite guests’ appreciation of these technological benefits, the findings also revealed some concerns related to guests’ privacy, cybersecurity and minimal interactions with human staff. Suggestions of further research referred to the importance of investigating the human-AI collaboration dynamic and how hotels can maintain a balance between automation and human intervention.