The Tech-Savvy Touch: How Luxury Hotels Are Innovating for Gen Z

In our recent series, we've talked about the core elements that shape today’s luxury experience: sustainability, supporting diversity and integration, and creating personalized guest experiences. These are not just trends—they're deeply valued by Gen Z. As they enter workforce and gain spending power, the preferences of this new wave of travelers will shape the future of the market.

In this article, we will turn our attention to another key aspect that resonates with this generation: technology and innovation, and more specifically how luxury hotels are using cutting-edge technology to stay ahead in an ever-changing world.

As per usual when I start researching for a new blog article, I was excited to explore how Vancouver's luxury hotels are integrating technology. I was surprised to find that there wasn't much to highlight in this area. It looks like Vancouver hospitality sector hasn't quite kept pace with integrating innovative tech strategies – what a shame!

Therefore, I decided to turn my attention to the rest of the world and chose two incredible properties that seem to be ahead of the curve. Let’s take a look.

Photo courtesy of Henn-na Hotels

The Henn-na Hotels, Japan.

The Henn-na Hotels, known as the "Strange Hotels," are pioneers in integrating advanced technology into the hospitality industry. Located in Japan, the first one opened in 2015 and quickly gained fame for its innovative approach, using robots and automation to redefine the guest experience.

Upon arrival, guests are greeted not by traditional staff but by robot receptionists, including a humanoid and even a dinosaur. These robots assist with check-in and provide information in multiple languages, setting the tone for a futuristic stay. Forget traditional room keys: facial recognition technology allows you to access your room with just a glance, blending convenience with cutting-edge security.

The high-tech experience extends to the luggage handling process, where a robotic arm takes care of storing and retrieving guests' belongings. Inside the rooms, smart technology abounds, with voice-controlled lighting, climate control, and entertainment systems. Each room features a "Tuly" robot, an in-room assistant that can answer questions and manage various room functions.

Beyond the cool gadgets and robotic helpers, Henn-na Hotel is also a model of energy efficiency. The hotel uses advanced systems to monitor and adjust its energy use, striking a balance between high-tech flair and sustainability.

With a minimal human staff, the hotel offers a unique experience that’s as intriguing as it is convenient, making it a standout example of how technology can transform the way we experience travel.

Photo Courtesy of Eccleston Square Hotel

Eccleston Square Hotel, London

Eccleston Square Hotel in London is where old-world charm meets modern innovation. This boutique hotel is housed in a stunning Grade II listed building, but step inside, and you'll find yourself surrounded by cutting-edge technology designed to elevate your stay.

The guest rooms are where the magic happens. Each room is equipped with Hästens beds, which are not just any beds—they're electronically adjustable and come with massage features, ensuring a luxurious sleep experience. The rooms also feature iPads that allow you to control everything from the lighting to the curtains, all with a simple tap. You can even order room service or book a spa treatment without leaving the comfort of your bed.

Eccleston Square Hotel is also one of the first in London to offer SmartGlass walls in the bathrooms. With the flick of a switch, you can change the glass from transparent to frosted, giving you instant privacy. The bathrooms are equally high-tech, boasting rainfall showers and smart mirrors with hidden TVs, making your morning routine a little more entertaining.

Technology is seamlessly integrated throughout the hotel to enhance your stay, without overshadowing the elegance of the space.

So what does the future of hospitality look like?

Artificial intelligence will personalize services, while robust cybersecurity measures will protect guest data. Hotel apps and smart technology will offer seamless experiences, and energy-saving innovations will support sustainability. Virtual reality will provide immersive previews, and chatbots will assist with instant communication. Everything mobile, from bookings to payments, will be essential. Robots will be delivering bags and handling room service requests.

But as the rise of technology in luxury hotels brings exciting possibilities, it also creates notable challenges. On one hand, innovations like mobile check-in and digital room keys are increasingly popular—80% of travelers appreciate these conveniences. However, there's a catch: 30% of guests worry that too much tech might diminish the personal touch that defines a luxury experience, leading to a feeling of disconnection for some guests.

Moreover, technical glitches can disrupt service and cause frustration if immediate human support isn’t available, which is a distraction from the relaxation the guests seek.

Privacy is another concern. A study by The Center for Hospitality Research found that 40% of guests are uneasy about in-room tech like voice assistants, which can undermine the sense of privacy so crucial to a high-end hotel experience.

Finally, there's the environmental impact to consider. Green Hotelier reports that electronic waste from hotel tech contributes to environmental challenges, with about 10% of a hotel's carbon footprint coming from its technology.

Ultimately, the key for luxury hotels is to strike a balance—using technology to enhance the guest experience while maintaining the personal touch and ensuring that tech adds value.
Gen-Z expects the brands they support to reflect their principles. By aligning with them, hotels can not only connect with this emerging demographic but also position themselves for long-term success in a rapidly changing landscape.

That's why it's essential for hotels to recruit the right talent capable of bringing the technology to life and unlocking its full potential.