New-Age Hospitality

I just returned from a business trip to Las Vegas. I hadn’t been there in a while and what struck me most was how much technology has changed the “guest experience.”

I was lucky enough to stay at a lovely, five-star resort property.

I made my reservations online and was surprised to get a text from the hotel, informing me not to come to the front desk to check in, but to scan a QR code sent to my phone at a self-service key dispenser in the lobby, which spit out a key card.

In the room, a bedside tablet served as the binder of guest services. From its touchscreen, I could adjust everything from the television channel to dimming individual lights.

The minibar was outfitted with electronic sensors, so if I decided to take anything, I’d be charged if I didn’t put it back within a few minutes. If I chose to put my own food or beverage item in the fridge, the sensors also would detect it – and I’d be billed a $25 daily “personal use fee.”

One morning, I tried ordering breakfast from the tablet and ran into a glitch. Got the omelet, but was only offered one beverage option – water. Backing up a page or two in search of coffee, the omelet would disappear from the order and I’d have to start again.

I finally solved this dilemma the old-fashioned way, with a phone call to a human at In-Room Dining. Better yet, the delicious (if spendy) breakfast was delivered soon after by another human, who clucked apologetically when he saw I had to work rather than enjoy the pretty day.

I didn’t get to spend much time in the casino, but if I’d won big, there would have been no smiles or hearty congrats at the cashier’s cage – those folks also have been replaced by machines.

When the resort sent the now-ubiquitous “How Was Your Visit” email, I mentioned the few people I encountered by name during my stay, and complimented their service. Maybe hotel management got the hint? But more likely, a computer scanned and filed my comments.