“These days, it’s all about making do when I’m greeted by the glut of smart technology in hotel rooms. Voice-activated lights. Chatbot concierges. QR codes on television sets. Mobile browser or app check-ins. Texting the valet for my car. Don’t even get me started with motorized drapes — attempting to view the ocean in Miami was as difficult as tackling Faulkner. It’s all infuriating. And overwhelming.”
“Neha Jaitpal, the global general manager for Honeywell’s Building Technologies sector, oversees “intuitive” solutions for more than 2 million hotel rooms worldwide, working for companies like Accor and Fairmont Hotels & Resorts. “Imagine arriving at your hotel room after a long day of travel, and it’s already adjusted to your preferred settings — from the temperature, lighting and even the position of the drapes,” she said. “Through automation, guest rooms can be personalized without the need for human interaction.””
“Another quibble with “personalized” hotel rooms? They are impersonal. “Frictionless” functionality does not engender character or soul; people do. I like being welcomed by the front desk, to discuss restaurant ideas with the concierge and chitchat with the other staff, who more often than not have interesting local tips. I could care less if a room “knows” that I like Pilates and the thermostat set to a nippy 69 degrees. And I’m not downloading an app just to request towels. Can’t I just ask housekeeping?”
Source: Koch, A. T. (2023, July 11). Encountering the infuriating, overwhelming and unwanted Smart Tech in My Hotel Room. The New York Times. https://www.nytimes.com/2023/07/11/travel/smart-tech-hotel-room.html?searchResultPosition=10
Analysis: I really liked this piece because I saw a clear divide between the younger generations and the older. The younger generations have grown up with tablets in their hands, a lot of tech knowledge is ingrained and they’re comfortable in those environments because of it. However, the older generations struggle with fully automated systems and do not have the same tech intuition. Knowing families come to the park, this is something to keep in mind if I were to look into a UX design that relied heavily on technology. I also liked the point brought up about the soul of a place is the people, and I think there’s something there for tours and rangers.
