6 February 2018
Apps, chatbots, RFID, in-room devices, and the Internet of Things all can help to improve guest satisfaction but there is a fine line to walk
Hotels often feel held hostage by TripAdvisor reviews, but property apps, digital concierges and more are helping hotels reach the guest and react far better to their needs, finds a recent report from EyeforTravel. Hotels can now monitor and track guests around their properties using installed apps that can access the guest’s location or Radio Frequency Identification (RFID) tied to keycards. They can then log every guest request through AI-driven concierges operating through chatbots or smart speakers. This means that the guest no longer needs to ring down to front desk. The rise of the Internet of Things (IoT), which can be controlled either from a single device in the guest’s room or from an app, means the hotel can now know the guest’s preferred room temperature, what entertainment they watch, and when items need to be replaced.