By Vishnu Rageev R.

AI reshaping guest journeys

Hotels are deploying AI-driven systems to automate guest inquiries, service requests and routine interactions. Guest can now verify identities digitally, unlock rooms via smartphones or wearables and complete payments without visiting the front desk. What began as a convenience feature is involving into a model centered on automation, personalization and frictionless service delivery.

“AI is increasingly helping hotels deliver more personalized, efficient and responsive guest experiences and many of these capabilities rely on connected technologies that are part of broader hospitality ecosystems,” said Kurani of Vingcard. “Through solutions such as Mobile Access, digital guest interfaces, network infrastructure and smart in-room technologies. Vingcard helps create environments that can better support automation, personalization, operational insights and connected guest experiences. AI-driven technologies can also help hotels better optimize energy usage, personalize guest environments, improve operational workflows and streamline service delivery when combined with connected systems and data-driven platforms.”

“AI is helping hospitality organizations deliver faster, more personalized and more efficient guest experiences while also improving operational decision-making behind the scenes,” said Pitsokalis, “Agilisys has been infusing AI capabilities across their portfolio to help interactions, improve reservations process, enhance personalization and provide more actionable operational insights.”

Use cases include automated itinerary building, AI-driven guest profiling and dynamic pricing tools that respond to demand signals such as weather and occupancy. Dormakaba is also expanding AI use across access systems and international operations.

“Externally, AI is helping make access control more efficient and intuitive for both hotel operations and guests,” said Long. “From an operational standpoint, AI can reduce manual processes by automating routine tasks like credential access manager, operational readiness and monitoring and alerts, allowing hotel teams to focus on higher-value interactions with guests. In the future, we are also likely to see AI help bring data insights to the forefront of decision making that previously too difficult to navigate.” Long said guests increasingly expect mobile-first convenience.

“One of the biggest developments is digital wallet room keys, enabled by Near Field Communication, which is the same technology behind tap-to-pay systems used for payments, ticketing and boarding passes,” she said. “Solutions like these allow hotel guests to conveniently and securely add their room key to their digital wallet without downloading an app.”

Dormakaba will launch an AI-driven knowledge base later this year to support training and troubleshooting and is exploring ways to surface access data to identify emerging risks.

Connected Infrastructure and Predictive operations

Hotels are adopting predictive systems powered by analytics and machine learning to anticipate maintenance issues, identify guest preferences and adjust services in real time. These tolls are increasingly important as operators seek efficiency amid labor constraints and rising costs. Technology is also being used to manage labor shortages by automating guest messaging, check-in, room access and service workflows, reducing manual workboard for staff.

Vingcard’s portfolio spans access control, energy systems, guest experience platforms and network infrastructure. “Vingcard works with a wide range of hospitality properties globally, including major brands, luxury hotels, resorts, select-service brands, boutique properties, casino resorts, extended-stay hotels and large multi-property portfolios,” Kurani said.

Positron enables high-speed connectivity and IPTV services using existing coaxial or copper wiring through its GAM system, which supports Wi-Fi, IoT devices, streaming and back-office systems on a converged network.

“Positron works with a wide range of hospitality properties from 4,000 rooms.” Trudeau said. “We are certified and in service at most leading brands, independent properties, resorts, casinos and other legacy hotels looking to modernizing connectivity infrastructure costs renovation costs and operational disruption. Installation time is only 20 minutes per room, so no rooms need to be taken out of inventory. Our customers seek practical ways to support modern guest technology expectations at a very affordable cost without undertaking extensive infrastructure overhauls.”

“These technologies help reduce friction while giving guests greater convenience, flexibility and control over their stay experience.”

Sunny Kurani, enterprise account manager al Vingcard

Dormakaba reports broad adoption of its access system across hotel segments. “Dormakaba wide range of lodging solutions, mobile access solutions, electronic door locks and perimeter and facility access,” said Long. “The company’s hotel products featuring mobile key and NFC programming provide seamless access to guest rooms and hotel amenities.”

Agilysys positions its platform as an integrated hospitality operations suite converting PMS, POS, reservations, deployed at properties seeking to improve guest engagement, operational efficiency, personalization and revenue performance.”

Cost, deployment and support models

Vendors say pricing varies by property size and deployment scope, typically combining upfront hardware costs with recurring software fees.

“Pricing varies depending on the deployment,” said Long. “Solutions are tailored to a hotelier’s environment and security needs. In general, our hospitality solutions follow a model that includes a one-time investment for a hardware and software, along with recurring fees for licensing connectivity and ongoing access to firmware and software updates.”

Kurani said pricing depends on property size and scope of development. “Costs vary depending of the size of the property, the specific solutions being implemented, and whether a hotel is deploying standalone technologies or broader solution packages, said Kurani.

“One of the advantages of Vingcard is its flexibility, allowing properties to adopt technologies based on their operational priorities, guest experience goals and budget requirements.”

Trudeau said Positron reduces infrastructure cost by using existing wiring. “Project cost vary depending on property size and existing infrastructure.” Said Trudeau. “One of biggest advantages of Positron’s solutions is the ability to leverage existing cabling infrastructure, which substantially reduces installation time and modernization costs. The saves up to 80 percent compared to rewiring costs.