Rethinking Technology in Hospitality:
Are We Really Innovating or Just Spending?

Rethinking Technology in Hospitality
Rethinking Technology in Hospitality

Technology is one of the biggest investments hotels make — but here’s a tough question we need to ask: Are we truly using it to its full potential to enhance guest experience and operational efficiency?

With over three decades in hospitality, I’ve seen countless tech upgrades, system installations, and digital overhauls. But I often find myself wondering — are these just legacy practices disguised as innovation? Are we investing wisely, or are we stuck with outdated tech just because it’s industry “standard”?

Let’s break it down.

The PABX System:
An Expensive Relic?

Most modern guests don’t use in-room phones for anything beyond housekeeping or room service — if that. Yet, many hotels still invest upwards of $100,000 on a full PABX system, not including annual maintenance.

Here’s the reality:

  • Guests communicate through WhatsApp, WeChat, or similar platforms.
  • The cost-benefit of PABX today is negligible.
  • Providers and hoteliers alike haven’t seriously challenged whether this model will survive the next 5 to 10 years.

So, what’s the alternative?

Photo by Igal Ness on Unsplash

A Cloud-based, App-driven Communication System

Imagine a guest arriving and scanning a QR code that links them to:

1
Real-time chat with hotel departments
2
e-Concierge services
3
Digital invoices
4
Hotel info & promotions
5
Loyalty programs with in-app redemption

Not only is this cost-effective, but it offers a better guest experience — something PABX simply can’t do.

We could replace in-room phones with a tablet, integrated with Zoom or video chat for personalized service. The real investment should be going toward cybersecurity to protect data — not bulky hardware from another era.

The IPTV Illusion

In the 90s, IPTV was cutting-edge. Today? It’s more of an inconvenience.

  • Guests are locked into limited news and entertainment channels.
  • Streaming isn’t personalized.
  • Most IPTV systems block access to apps like Netflix, YouTube, Prime Video — the very platforms guests want.

Let’s be honest:

No one wants to navigate a clunky hotel TV interface

Instead, I’ve implemented Smart TVs in my properties — and the benefits are clear:

1
Guests log into their own accounts
2
Seamless streaming of preferred content
3
Reduced hardware and interface costs
4
No need for pricey IPTV subscriptions

This switch not only saves the hotel money, it creates a home-like entertainment environment that today’s traveler appreciates.

It’s Time to Re-evaluate the PMS Too

While we’re rethinking tech — shouldn’t we question the traditional PMS (Property Management System)?

If communication, room controls, and concierge services are integrated into a single app, shouldn’t the core operational systems evolve too?

That’s a conversation for another day — but one we must have soon.

Final Thought:
Innovation Must Be Purposeful

Technology in hospitality must do more than just exist — it must serve the guest and the business with simplicity, efficiency, and flexibility.

We need to:

1
Move away from legacy systems that don’t deliver ROI
2
Embrace platforms that are mobile-first and cloud-based
3
Invest in security and simplicity, not hardware
4
Prioritize the guest’s evolving digital expectations

The future of hospitality tech isn’t about having the most systems — it’s about having the right ones.

Let’s stop throwing money at outdated solutions and start building smart, scalable, and guest-centric tech ecosystems.