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Enhancing the guest experience in smart hotels through technology: A Glimpse into the Future

Kapogianni, Ioanna (2025)

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Kapogianni, Ioanna
2025
All rights reserved. This publication is copyrighted. You may download, display and print it for Your own personal use. Commercial use is prohibited.
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-202503265062
Tiivistelmä
The use of technology in the hospitality industry in the last few years has increased dramatically. Because of that, a new genre of hotels has been developed in the past decade, Smart Hotels. This type of hotel operates exclusively with the use of technology, providing an innovative approach to guest services. The process of producing this paper took place between November 2024 and February 2025.

The main objective of this thesis is to examine how the advanced technologies used in smart hotels can enhance the overall guest experience, and provide the guests with a more convenient, efficient and customized stay.

The theoretical framework of this thesis consists of the definition of the guest experience, how a service can be turned into an experience, the experience realms theory and the flow theory. Moreover, it covers the definition of smart hotels, their advantages and disadvantages, technologies used in smart hotels and their impact on guest experience. These frameworks aim to contextualize how advanced technology can form and enhance the guest’s perception and immersion with a hotel’s services.

Ultimately, the results of this research thesis show that technology does have an impact on guest experience. Guests were categorized based on their age, gender and frequency of stays in hotels per year. The main finding of this research is the proposition that smart hotels with the integration of smart technologies are paving the way for the future of guest experiences. The results give a thorough overview of the thoughts of travelers regarding the concept of smart hotels and advanced technologies.

This thesis provides valuable knowledge into the future of the hospitality industry and draws attention to the significance of the incorporation of technology in a hotel’s operations in a way that enhances the guest experience.
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