By Suzanne Chin-Loy
Hotel guestroom entertainment systems have experienced a remarkable evolution driven by rapid technological advancements and shifting consumer expectations. As travellers increasingly seek a home-away-from-home experience, hoteliers are partnering with hotel Internet Service Providers (ISPs) to implement cutting-edge technologies that meet these demands. This partnership is setting new standards in hospitality, re-defining luxury and convenience.
“The concept is that you’re bringing [the feeling of] home to the hotel,” says Martin Chevalley, CEO of InnSpire. “We’re bridging the entire scope of the guest experience using Artificial Intelligence (AI), so it’s seamless between apps, TV, tablets, and voice. Whatever [device] you’re using, you’re using the same solution that’s consistent all the way through.”
Rohan Jani, associate VP of Guest Products at Hyatt, emphasizes the importance of flexibility. “Guests can use their TVs to book spa appointments, make a dinner or meal reservation, plan a round of golf, or book other well-being activities. Certain properties even have TV functionality that lets you change in-room settings remotely, whether it’s to lower the temperature or adjust lighting settings. It’s about being more thoughtful with every guest touch point throughout their stay.”
Guest Priorities
According to Chevalley, there used to be paid packages for channels or movies. “The goal was to sell as many movies as possible, but almost overnight, the whole model shifted to streaming services [such as] Netflix and HBO; no one bought those movies anymore. This has transformed the entertainment experience for hotel guests. Rather than relying on slow, server-based systems, hotels now aim to provide a seamless experience for accessing various content over the Internet.”
Luxury hotels, such as Hyatt, have teamed up with LG and guest technology provider Sonifi to integrate Google Cast into LG hotel TVs set for this fall. Kara Heermans, SVP of Product & User Experience at Sonifi, says, “With LG and Google, we can have that software built into the TV, which means that compatibility is always available without a separate device. Guests still have access to an HDMI port. They can still plug in their computers or gaming devices that they bring along.”
“Back in the day, you had access to movies that you didn’t get at home,” says Richard Lewis, VP of Technology & Research at LG Business Solutions. “Now, you can get that personalized, frictionless experience at the hotel. We [now] see a pick-up of extended stays, which are longer than a typical week’s vacation. People are [either] travelling for business or they’re discretionary travellers.”
“We [also] see a lot more boutique hotels offer a community experience,” says Heermans. “Some hotels are cropping up within apartment buildings to make it feel like you’re truly living there. That ties into the extended stay, where folks will stay for two weeks due to the wide acceptance of remote work.”
Additionally, companies such as Hotel Internet Services (HIS) are able to provide solutions that are both advanced and affordable. Properties can offer the latest trends in guestroom entertainment by providing a streamlined and user-friendly casting experience with
in-room TVs, allowing guests to enjoy virtually any kind of personal streaming subscription while also staying within a hotelier’s budget.
“We use GuestCast, which is a casting solution designed specifically for hospitality,” says Trevor Dowswell, Chief Technology Officer at HIS. “Unlike systems found in full-service hotels, there are no welcome messages or dining options. Instead, guests have easy access to live TV and the ability to cast their home subscriptions. This enables guests to enjoy all the content they’ve already been paying for.”
Key Considerations
Ensuring high-speed Internet, providing secure and personalized services, and catering to diverse guest needs are crucial considerations for hoteliers aiming to deliver a seamless and exceptional hotel experience.
“It’s thinking about your guests’ needs, the demographics, and the type of hotel or resort that you’re in,” says Heermans. “Are they in a mountain town, on the beach, or in a casino, for example? Some hotels are trying to appeal to guests who are living off their phones, where casting and a limited linear TV lineup make a lot of sense. But there are also guests who prefer not to use their phones, especially if they’re on a wellness retreat.”
“Guests now expect personalized, on-demand content, [access to] international channels, and the ability to log into their own streaming accounts,” says Olivier Rochefort, VP of Operations at Atlific Hotels. “Reliable high-speed Internet has become crucial as it underpins all modern entertainment systems. Ensuring the new systems are compatible with guests’ devices and popular streaming platforms is also key. The systems should be intuitive and easy to use without requiring extensive instructions.”
Rochefort continues, “Robust security measures must be implemented to protect guest data and ensure their streaming activities remain private. It’s essential to choose scalable solutions that can easily be upgraded or expanded to accommodate future technological advancements.”
“When it comes to casting solutions in hotels, the biggest challenge is transitioning from standalone hardware to integrated solutions,” says Jani.“By integrating Google Cast in LG smart TVs at Hyatt properties, [our] hotels will experience reduced complexity, lower costs, and greater efficiency.”
Jani continues, “In general, data infrastructure is also something hoteliers should be mindful of. To avoid headaches down the line, hoteliers should migrate to Internet Protocol Television (IPTV) in lieu of older, more traditional delivery methods [such as] coaxial cabling. With IPTV, hotels can more easily connect to their property’s data network, measure, monitor, and control analytics, and optimize their TV performance.”
What’s Next?
As guestroom entertainment evolves to meet guests’ changing expectations, all ISP companies agree that it must be high-quality and uniform across hotels globally.
“I’d like the hospitality technology standards to be interchangeable, allowing different solutions to be easily integrated into an ecosystem using the application programming interface (API),” says Chevalley.
“We need to come together as an industry and get on the same page
without such a huge disparity,” says Dowswell. “There’s a huge gamut out there, but we need a baseline of entertainment for those streaming services that everyone can enjoy more universally, no matter where they’re travelling.”
