Will Guests Say “I Do” Again? Survey of Tech’s Impact on Guest Satisfaction

Agnes DeFranco | January 26, 2021

By Agnes DeFranco and Minwoo Lee Technology is everywhere in a modern hotel, and in 2021 and beyond, it is not only about in-room Wi-Fi or booking a hotel room online. The reality is that the list of guest-facing technology is quite long. Plus, now hotel companies are leaning on technologies to limit personal contact in support of social distancing. This leads us to ask: are our guests satisfied with these new technologies? Does technology satisfaction carry over to the overall satisfaction of the hotel stay? More importantly, would guests rebook with the same hotel company in the future? This past August, we conducted a study that aime...