The Smart Hotel Revolution

In recent years, the concept of smart hotels has emerged as a significant trend in India’s hospitality industry, transforming the way guests experience their stays. These hotels leverage advanced technologies like the Internet of Things (IoT), artificial intelligence (AI) and automation to create a seamless and personalised experience. Upon entering a smart hotel, guests can interact with voice-activated assistants, adjust room settings like lighting, temperature and entertainment through mobile apps or in-room tablets and even check-in or check-out without visiting the front desk.
 

Many hotels have also integrated smart security features, such as biometric recognition and digital keys, ensuring enhanced safety and convenience. Energy efficiency is a key focus as well, with IoT-driven systems automatically adjusting conditions to reduce energy consumption. For instance, lights and air conditioning are turned off when the room is unoccupied, leading to cost savings and supporting sustainability efforts.
 

Leading hotel chains, domestic and international. have embraced these innovations, offering tech-savvy travellers a modernised experience. However, challenges like high implementation costs and privacy concerns remain. Despite this, the future of smart hotels in India looks promising, offering both enhanced guest satisfaction and operational efficiency, while pushing the boundaries of technological integration in the hospitality sector. 

What's a Smart Hotel? 

Smart hotels in India are transforming the hospitality industry by integrating advanced technologies to enhance both guest experiences and operational efficiency. As Amandeep Singh Sarna, Chief Information Officer, ITC Hotels, explains, “We are integrating technology to offer personalised and efficient services while reducing environmental impact. IoT-enabled rooms allow guests to control lighting, temperature and entertainment through voice or smartphones. Automated check-ins, mobile keys, and AI chat bots create a seamless, contactless experience. With sustainability at the forefront, smart thermostats and energy-efficient systems reduce environmental footprints, while advanced security features enhance safety and operational efficiency.”
 

Sonavi Kaicker, CEO, Neemrana Hotels, believes a ‘smart’ hotel must incorporate AI and predictive analytics to personalise services. She explains that AI-driven check-ins, room controls and predictive meal timings make the experience unique. The use of IoT devices optimises energy consumption, while cloud systems streamline hotel operations, providing scalability and cost-saving solutions for large hotel chains. Echoing this sentiment, Nikhil Sharma, Managing Director and Area Senior Vice President – South Asia, Radisson Hotel Group, stresses that smart hotels integrate innovations not only to enhance guest experiences but also to minimise environmental impact. He says, “A true smart hotel leverages AI and automation, while focussing on sustainability,” with features like mobile check-ins, keyless entry, and motion-sensor lights that contribute to both convenience and energy efficiency. 

JW Marriott Goa

Elaborating on how technology enhances the guest experience, Mansur Baig, Senior Area Director of IT Operations at Marriott International, says, “Voice-activated assistants and AI-driven personalisation make guest interactions effortless. Smart technologies such as robotic concierge assistants and advanced security systems like smart locks and facial recognition ensure a combination of safety and convenience.”
 

The key to a smart hotel is combining technology with sustainability for Sakshi Sehdev Dogra, Head of Sales & Marketing at Wyndham Hotels & Resorts. “Features like voice-controlled room settings, automated check-ins, and smart energy systems provide a comfortable and efficient stay. Wyndham’s smart waste management and green tools further support sustainability by tracking energy and water usage while enhancing guest comfort,” she says.
 

Sharing that a smart hotel is one where IoT, AI and mobile apps work in tandem to personalise services and streamline operations, Shweta Jain, Chief Marketing and Sales Officer at The Leela Palaces, Hotels and Resorts, says, “Smart room controls, seamless check-ins and AI-powered customer service are essential.” Finally, Shailendra Ahire, Corporate IT Head at ROHL, highlights how smart hotels use advanced technologies to enhance both convenience and sustainability. “AI chat bots, IoT-enabled room controls and energy-efficient systems create a seamless, eco-friendly experience for guests,” he shares. 

AI and Customer Service

The hospitality industry in India is undergoing a transformation with the integration of artificial intelligence (AI), reshaping guest experiences and operational efficiency. AI tools like chatbots and virtual assistants provide 24x7 support for services like room service and housekeeping. At ITC Hotels, AI is key to enhancing guest satisfaction. As Sarna notes, “We leverage AI to offer personalised recommendations and tailor room service to individual tastes.” Behind the scenes, Robotic Process Automation (RPA) bots streamline operations, allowing staff to focus on guest interaction, setting new standards for efficiency and guest enjoyment.
 

Neemrana Hotels has embraced AI to enhance guest services, integrating a chatbot on its Facebook page nearly a decade ago. Despite its traditional roots, the heritage chain uses modern technologies to stay innovative. Kaicker shares, “We function in a modern way behind the scenes and continuously use different technologies to enhance guest services.” AI helps predict guest preferences, from room temperature to pillow type, allowing hotels to anticipate needs. However, she emphasises, “AI should be viewed as a tool for enhancing certain services, not replacing human interaction,” particularly in sensitive situations.

Radisson Blu Hotel, Guwahati

At RHG, AI enhances the guest experience by providing personalised and efficient service, allowing staff to focus on higher-level interactions. Sharma explains, “This combination of personalisation and efficiency is transforming customer service, setting new standards in hospitality.”
 

AI’s influence at Lemon Tree Hotels goes beyond operational efficiency to personalisation. Patanjali G Keswani, Chairman and Managing Director, states, “Hotels need to invest in smart tech to improve customer service, prioritising tools that enhance personalisation and efficiency.” By using machine learning and AI, the hotel chain better understands guest preferences, improving loyalty programmes and creating personalised experiences based on returning guests’ data, such as preferred room types and dining habits.
 

Marriott International uses AI to enhance concierge services by analysing guest data to offer personalised recommendations. As Baig explains, “By analysing customer data, AI offers tailored product or service recommendations that align with individual preferences.” AI also optimises room configurations for maximum comfort. At Wyndham Hotels & Resorts, real-time data analysis enables AI-driven virtual assistants to predict guest needs, improving satisfaction. “With real-time data analysis, AI predicts guest preferences and recommends tailored activities, dining options, or room settings,” says Dogra, ensuring a personalised and efficient stay.

ITC Maurya, Delhi

Similarly, The Leela uses AI to continuously adapt to guest preferences, ensuring that every interaction is both personalised and seamless. Jain explains, “AI offers tailored recommendations and services based on anonymous personas created from continuous learning.” AI-powered chatbots and virtual concierges offer instant assistance, while predictive analytics anticipate specific needs, such as dietary preferences or room upgrades. 

Smart technology for reduced Carbon footprints 

The hospitality industry is embracing smart technology to enhance sustainability without compromising guest comfort. ITC Hotels, for instance, integrates motion sensors and smart thermostats to conserve energy. Sarna, highlights the brand’s commitment, stating, “We are deeply committed to reducing our environmental impact through smart technology and sustainable practices.” ITC has also achieved milestones like 23 LEED Platinum-certified hotels and eliminated over 250,000 kg of single-use plastic annually.

Ramada by Wyndham Goa Vagator 

Neemrana Hotels similarly promotes sustainability, with Kaicker noting, “Our commitment to sustainability drives us to integrate these technologies in innovative ways.” They use rainwater harvesting and motion-sensor lights to reduce resource consumption, while encouraging guests to minimise towel and linen changes. On the other hand, RHG incorporates motion-sensor lighting and water-saving fixtures, with Sharma emphasising, “Smart technologies help control energy and water consumption precisely.” Their ‘Water from Air’ system generates fresh drinking water, supporting sustainability efforts. While Baig and Dogra focus on reducing energy consumption with smart systems like motion sensors, water-saving features, and smart thermostats, Jain and Ahire stress on the importance of smart technologies in managing energy and water efficiently.   

Eco-friendly practices 

Smart hotels are adopting innovative waste management technologies to reduce environmental impact and improve efficiency. Shweta Jain highlights how smart garbage collection systems, equipped with sensors, monitor waste levels and schedule pickups only when needed, optimising disposal and cutting transportation costs. She explains, “These practices streamline waste management, promote sustainability, and reduce operational costs.”
 

ITC Hotels leads with sustainability initiatives like Sunya Aqua, a zero-mile water purification system, and a commitment to 100 per cent waste recycling. Sarna explains, “We strive for 100 per cent waste recycling, with practices such as waste segregation and converting organic waste into manure, ensuring sustainability across operations.” Wyndham Hotels & Resorts follows suit, with Dogra noting how smart technology optimises waste disposal and reduces food waste. “Data-driven systems track inventory, minimise surplus and repurpose unsold food for staff or community use,” she adds. These efforts promote eco-friendly practices in the hospitality industry.

The Leela Palace Jaipur

Neemrana too has embraced eco-friendly waste management practices, including a compost machine that converts food waste into organic manure for gardens. Kaicker notes, “At Neemrana Fort-Palace, we use a compost machine for organic waste, and at Tijara Fort-Palace, we recycle glass bottles, eliminating single-use plastics.” These practices showcase how heritage hotels are integrating modern sustainability solutions.
 

AI-driven systems are also transforming waste management in smart hotels. Ahire highlights the role of sensors in garbage bins, which notify staff when they’re full, optimising collection schedules. Additionally, AI inventory systems track food consumption to reduce overproduction, while composting and partnerships with local charities ensure responsible waste disposal.
 

Enhancing security with AI driven surveillance

AI and advanced technologies are rapidly transforming hotel security, making it more proactive and efficient. Sharma highlights the role of AI-powered video analytics in enhancing security, saying, “AI-powered video analytics continuously analyze surveillance footage to detect suspicious behaviour, enabling faster response times and reducing security risks.” Technologies like facial recognition and mobile keyless entry also enhance guest safety, ensuring a seamless experience while improving operational efficiency.
 

Highlighting the importance of real-time video analytics and facial recognition, Baig explains, “Advanced tools like real-time video analytics and facial recognition empower security teams to quickly identify potential threats and respond proactively.” This proactive approach ensures a safer environment for both guests and staff. Meanwhile, Jain emphasises on how AI-driven surveillance systems enhance security through real-time monitoring and predictive analytics. “These systems can detect unusual activities, alert security personnel, and even predict potential security threats,” she says, ensuring safety across the property.

Hill Fort Kesroli

Kaicker adds AI-powered cameras, continuously analysing video feeds, allow security teams to respond instantly to unauthorised behaviour or access. “AI enables predictive analytics, helping anticipate potential issues based on patterns,” she shares. Sarna explains how, at ITC Hotels, AI-powered cameras and biometric recognition systems enhance security, noting, “These systems allow us to respond swiftly, preventing potential security breaches.” Ahire highlights the role of AI in building trust with guests, stating, “Facial recognition software enables secure, contactless check-ins and access controls, while real-time alerts and predictive analytics ensure safety and build guest confidence.” 

Guests embracing the future
The integration of smart technology in hospitality is becoming more prominent, offering seamless check-ins and personalized experiences for tech-savvy guests. Sarna highlights this shift, saying, “With the widespread use of smartphones and digital payments, guests are more receptive to tech in hospitality.” However, he acknowledges that many guests still value traditional services, especially in luxury or culturally rich settings. ITC Hotels has struck a balance by offering high-tech solutions alongside personal interactions, allowing guests to choose between digital services and human connection.
 

At Neemrana, Kaicker notes how younger, tech-savvy Indian travellers are embracing smart technology, saying, “While many guests may initially be hesitant, there has been a noticeable shift.” The success lies in blending modern tech, like mobile check-ins and AI-driven services, with personalised hospitality. Sharma observes a similar trend at RHG, pointing out that younger, urban travellers are increasingly accepting of technology. “While traditional practices still hold strong in many regions, digital adoption is steadily increasing,” he says.

Lemon Tree Premier Rishikesh

Dogra observes a growing openness to smart technology, especially among younger generations, noting, “Guests are increasingly open to embracing smart technology for its convenience and efficiency.” Jain agrees, saying, “The integration of smart tech is seen as a blend of tradition and modernity, enhancing the overall guest experience.” Ahire highlights urban Indian guests’ receptiveness to features like contactless check-ins and mobile room controls, stating, “While convenience is key for tech-savvy travelers, the importance of human interaction remains.” 

Smart technology and maintenance efficiency 

Smart technology is revolutionising housekeeping and maintenance operations in the hospitality industry, improving efficiency and enhancing the guest experience. Predictive analytics and AI-driven systems also help detect potential maintenance issues, such as HVAC inefficiencies, reducing downtime and minimising repair costs. “IoT-enabled sensors and automated systems allow us to monitor room occupancy and cleanliness in real-time, optimising turnaround times for check-ins,” explains Kaicker.
 

Highlighting the role of robotics in improving operational efficiency, Baig shares, “Robots and automated vacuum cleaners manage routine tasks, allowing housekeeping staff to focus on personalised services,” he says, sharing that Marriott’s Moxy Bengaluru Airport Prestige Tech Cloud integrates autonomous mobile robots with advanced features, improving both operational efficiency and guest satisfaction.
 

Underscoring how IoT devices streamline housekeeping and maintenance, Jain says, “Sensors and IoT devices monitor room conditions and equipment status, alerting staff to issues before they become problems.” she says to which Ahire adds, “IoT-enabled devices notify staff about room occupancy and cleaning schedules, while predictive maintenance tools monitor equipment health.” This proactive approach reduces repair costs and downtime, enhancing guest satisfaction.
 

Talking about the use of IoT systems for real-time room status monitoring, Sharma notes, “Predictive maintenance powered by AI detects issues in key infrastructure before they escalate.” Mobile apps integrated with Property Management Systems (PMS) help optimise task management, while automated cleaning solutions reduce labour costs and improve inventory management. Dogra highlights IoT’s role in early detection of maintenance issues, stating, “IoT-enabled devices monitor room conditions and detect maintenance issues before they escalate.”
 

Automated scheduling and predictive analytics further optimise resource allocation. Sarna adds that smart technology enhances operations, explaining, “Sensors and IoT devices enable automatic communication with housekeeping when a guest checks out, reducing downtime and speeding up room turnaround.” Predictive analytics also help detect issues like HVAC malfunctions, allowing for timely repairs and improved service efficiency. 

Smart hotels and Tier II,III and IV cities

Expanding smart hotels in less urbanised areas of India presents challenges related to infrastructure, costs, and local acceptance. Sarna highlights that “smart hotels are largely limited to urban or Tier I cities due to infrastructure gaps, such as the need for high-speed internet and reliable connectivity essential for IoT, AI, and cloud-based services.” To overcome these, he suggests adapting technologies to local needs and investing in training and support networks. Kaicker notes that smaller cities often lack the necessary infrastructure, saying, “Hotels must invest in ensuring basic infrastructure needs are met, either through partnerships or by upgrading local networks.” She adds that high initial investment in smart technologies can be a barrier, but adopting a phased approach and focusing on cost-effective solutions can ensure long-term savings. Kaicker also suggests, “Offering a hybrid model where technology complements human service can ease the transition and make guests feel more comfortable.”
 

A key challenge is the scarcity of skilled personnel in smaller cities. As Kaicker states, “Finding skilled technical personnel may be difficult in smaller cities. This challenge can be overcome through training programs and partnerships to upskill local staff or by recruiting from urban areas.” She also emphasises that in these regions, “Marketing efforts should focus on educating guests about the convenience and value of these technologies.”
 

Meanwhile, Sharma adds that limited internet access and high upfront costs are hurdles, but believes “phased implementation and growing digital adoption will unlock immense potential.” He stresses on the need to educate guests and improve infrastructure for long-term growth. Baig points out, “The most significant hurdles include high investment and maintenance costs, infrastructure limitations and the availability of a skilled workforce,” underlining the importance of addressing these issues for smart technologies to thrive.
 

Jain, on the other hand, identifies “limited infrastructure, higher implementation costs and the need for local staff training” as key obstacles. She adds that “customer expectations in these regions may differ from those in urban areas, requiring tailored solutions and investment in infrastructure development.” Ahire also highlights “high initial investment costs and limited infrastructure, such as poor internet connectivity,” as significant barriers. He concludes, “Educating stakeholders and guests about the benefits of smart technology is crucial, along with developing affordable, scalable solutions tailored to regional needs.” 

Regenta Sakleshpur

Future of Smart technology  

Digital transformation is crucial for hospitality industry’s growth, with AI and smart technology playing a key role in next 5-10 years. Keswani highlights the journey of implementing smart technology is ongoing, focussing on scalable, sustainable solutions aligned with growth strategies and guest expectations. He believes AI and smart tech will help shift companies from predictive to prescriptive analytics, optimising pricing, controlling costs, and enhancing decision-making. “Hotels must blend innovation with operational excellence,” he adds, ensuring smooth implementation to minimise disruption.
 

Jain predicts innovations like AI-driven personalisation, advanced automation and sustainable practices will revolutionise the industry. “Smart technology will become integral to hotel operations, setting new standards for guest comfort, convenience and operational efficiency,” she says. Sharma, looking ahead, emphasises that AI, ML and IoT will reshape how hotels deliver personalised and intuitive guest experiences. “Smart technologies will anticipate needs like room adjustments and tailored recommendations,” he explains.
 

While AI and IoT are set for growth, Baig emphasises on the continued importance of personalised service, noting, “Personalised, in-person service will remain key in hospitality.” Kaicker agrees, focussing on personalisation, operational efficiency and sustainability, highlighting AI and data analytics for smart rooms that adapt to guest preferences. “Sustainability will be a key driver, with energy-efficient systems and predictive maintenance,” she adds.
 

Sarna believes AI, IoT and data analytics will redefine guest experiences, enabling real-time adjustments and smarter energy management. “The integration of advanced technologies will not only improve efficiency but redefine the guest experience, making it intuitive, sustainable and personalised,” he says. Dogra shares that Wyndham will enhance digital platforms to cater to tech-savvy guests, explaining, “Localised mobile apps, e-payment options, and online B2B solutions will streamline operations and improve the guest experience.”
 

Smart hotels in India are transforming the industry by integrating advanced technologies. These innovations offer personalised services, including voice-controlled room settings, mobile check-ins, and AI-driven customer support, while enhancing security and energy efficiency. Despite challenges like high costs and privacy concerns, the future of smart hotels in India remains promising as they set new standards for convenience, operational efficiency and eco-friendly practices.