TECHNOLOGY ADOPTION AND GUEST EXPERIENCE IN MODERN HOTELS

Abstract

The rapid advancement of technology has significantly transformed the hospitality industry, reshaping how hotels deliver services and enhance guest experiences. From online booking systems and mobile check-ins to artificial intelligence-powered concierge services and smart room technologies, the integration of digital tools has redefined convenience, personalization, and efficiency in modern hotels. This paper explores the role of technology adoption in improving guest satisfaction, streamlining hotel operations, and fostering loyalty in an increasingly competitive market. It also examines the challenges associated with technological integration, such as privacy concerns, cybersecurity threats, and the need for staff training. By analyzing current practices and emerging innovations, the study highlights how technology serves as both a differentiator and a necessity for hotels seeking to align with evolving guest expectations. The findings suggest that while technology adoption enhances operational efficiency and personalization, its effectiveness depends on striking a balance between digital convenience and human interaction, ensuring that hospitality remains centered on guest well-being.