Q: DO HOTELIERS MAKE COMMON MISTAKES WHEN DEALING WITH IN-ROOM TECHNOLOGY?

Andreas Bellof: I find that many hoteliers think in economic values but the guest will be thinking differently. If you miss those little things in the tech experience, then this can lead to great resentment.

Surjit Potsangbam: It is common for hoteliers to decide on a purchase based on price — the lowest price. Others are swayed by the hype of the latest technology instead of considering what the guests actually need. The normal three quotes requirement would work well only if done alongside good research.

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Ask yourself if the majority of guests need this product? Does the product comply with existing standards? And is the product certified by a recognised institution? Is it compatible with most, if not all devices? How user-friendly is the device? Is there an after-sales service? Will it support future innovations? These are the things that should be looked into very seriously before investing.

Santhosh Nair: You should never overload a hotel room with technology. Sure, there are thousands of products available on the market, but the key is to sift through these and implement only those that are most suitable for that specific property, that specific location and those specific needs and trends.

David: A lot of hotels don’t follow the “KISS” principle: this means ‘keep it sweet and simple!’ Guests don’t want to learn how to use a foreign gadget during their stay. In-room technology has to be intuitive and familiar to guests, or it will be a turn off and end up being ignored. That results in a wasted expense for the hotel, and harms guest experience.

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