Hotel Technology: Do guests Really Need or Want It?
As designers, we’re constantly navigating the tension between innovation and intuition. And nowhere is this more apparent than when we’re designing for luxury hotels. The rise of hotel technology has brought with it a wave of possibilities, but increasingly, a wave of unnecessary complexity and cost. When I'm designing hotel rooms, or public spaces, the question I ask myself is - is this technology truly serving the guest, or simply following a trend?
LIGHTING: Scenes vs Switches
Let’s begin with lighting - one of the most essential aspects of any guest room experience. Many hotels now default to lighting ‘scenes’, controlled via touch panels or apps. But do guests actually need or want preset modes, or would they prefer simple, well-crafted dimmers and switches that are universally understood and satisfying to use? In most cases, I’d argue it’s the latter. Whilst tech and gadgets have their place, good design is intuitive, and technology should never get in the way of that.
Curtains: Automated or Hand Operated
Curtains offer another example. In a recent project, we installed hand-operated curtains with an impressive four-metre drop. They functioned flawlessly, sliding effortlessly, quietly and elegantly along their tracks, making the experience of opening the curtains a sensual pleasure. Automation would have added over £1,500 to each set. For what benefit? A motor that adds noise, cost and complexity, and often fails to be inclusive or intuitive for guests. Where would the curtain switch sit – would people find it and know what it was for? Manual solutions, when designed well, can be every bit as luxurious and far more reliable.
Reconciling Craftsmanship and Tech
And then there are the aesthetic considerations when including tech in a luxury hotel room. When we design a space, we take cues from the building, its history, its setting and its story. We’re lucky enough to work on architecturally significant projects, many of which have historic design features that we want to consider, echo and compliment in our schemes. The furniture and materials we select are many times crafted by artisans and craftspeople. Mounting a touchscreen above an elegant, beautifully handcrafted walnut side table just looks and feels, well, wrong.
I’m not suggesting that technology doesn’t have a place. There are situations when the juxtaposition of craft and tech can work brilliantly, but it’s a very fine balance to strike and one, I feel, should only be done when there is a compelling reason. When it adds genuine value, particularly in terms of sustainability and operational efficiency, it can be a powerful asset. Energy management systems like Zennio, for instance, can reduce consumption significantly without disrupting the guest experience. Automated HVAC systems, occupancy sensors and intelligent lighting controls, when implemented thoughtfully, can support a hotel’s carbon reduction goals while remaining invisible to the user.
Tech to Support, Not Overshadow
I think the key here, as with all design, is discernment. Technology should never be introduced for its own sake, or simply because competitors have adopted it. Design leadership requires the confidence to question rather than follow; to assess whether a system truly enhances the experience or simply adds another layer of unnecessary complexity. Ultimately, our role as designers is to strike the balance. To create spaces where technology supports, rather than overshadows, quality craftsmanship and thoughtful design. To ensure that every choice, automated or manual, adds value for the guest, the operator and the environment. If we design with clarity, purpose and responsibility, that’s where true innovation lies.