The Hotels Paradox: Keeping Tech Cutting-Edge But Simple
Photo Credit: LG OELD television in the presidential suite at the Marriott Marquis on Tuesday, May 8, 2018 in Chicago. AP for LG / John Konstantaras
Skift Take
Hotel chains are always in search of the next big thing in innovation or loyalty that will give them an edge over the competition. But in discussions with industry professionals at the NYU Hospitality Conference this week, it seems most would be willing to settle for reliable Wi-Fi and USB ports in rooms. Maybe simple is better?
Despite the promises of what artificial intelligence, virtual reality, and even blockchain can soon offer the hotel industry, executives argue guests are looking for simplicity and immediacy in the new technologies and services that brands offer.
In line with those expectations, luxury hospitality brand Loews Hotels disbanded its loyalty program in the summer of 2018, believing the chain of 29 North American hotels could not compete on distribution, according to chief information officer Dan Kornick. Loews also does not have a consumer facing mobile app.
Instead, the New York-based firm recently opted to install a new customer relationship management system and guest engagement pl
