Table of Contents
- The Evolving Guest Experience
- Disruption Ahead: Opportunity Meets Preparedness
- Balancing Automation with the Human Touch
- Compete Smarter in 2026
In Part 1 of our two-part series, we discussed property technology trends that matter and offer advice for smarter investing in 2026. Here in part 2, we delve into how the evolving guest experience affects property technology decisions. We also discuss how to prepare for disruptions, including automation. This includes examining the importance of maintaining a human touch.
The Evolving Guest Experience
Invisible Technology Wins Trust
The best systems stay out of the way. As Schaps notes, “The best technology will fade into the background. Guests shouldn’t have to think about it; they should simply feel like everything works perfectly and intuitively.”
Consistency and Personalization across Touchpoints
Grosz points to rising expectations. “Guests expect the same or better technology than they have at home. Operators need to deliver personalized, connected experiences that scale across all property types.”
Adaptive Environments Driven by Real Behavior
Jones sees adaptive systems as the next phase. “Systems will learn guest behavior and tailor content or environments automatically. To enable this, operators should focus on data capture and integration across all touchpoints.”
“We live in a time where we’re talking about AI and all these technologies that sometimes disconnect the human element from the guest. What we’re really trying to do is use technology to make it more personal and more unique.”
Scott Jamison, Chief Experience Officer
on episode #227 of the Modern Hotelier podcast
Storytelling matters as much as functionality. Personalization resonates when it feels intentional and human, not mechanical. Per Jamison, “Tech will allow for deeper personalization, but it’s the storytelling around it that matters. Operators should focus on curating meaningful moments, not just showcasing new features.”
Implementation Insight
Operators can improve consistency by creating a unified guest profile that travels across properties and touchpoints. This allows content preferences, login credentials, and past selections to follow guests without added friction. Properties can also explore adaptive room presets, such as lighting, temperature, or personalized content, that respond to behavior over time and reinforce seamless, intuitive experiences.
Disruption Ahead: Opportunity Meets Preparedness
Predictive Properties Take Shape
Schaps points to predictive systems as a major shift. “Predictive properties are the next wave – systems that anticipate issues or guest needs before they happen. Operators who invest in data intelligence and edge analytics now will be ready for that shift.”
Data Emerges as a Revenue Driver
Grosz sees technology opening new revenue opportunities. “We’re moving into an era where technology itself becomes a revenue driver, through data insights, targeted advertising, and personalization. That’s the opportunity, and it’s coming fast.”
Unified Data Enables Faster Decisions
Jones highlights unified data systems as a competitive advantage. “When every platform speaks the same language, operators can make faster, smarter decisions.”
Data Plus Empathy Yields Results
Jamison believes emotional intelligence will differentiate leaders. “Guests will expect technology to understand and anticipate their moods and needs. Operators who merge data with empathy will outperform those who rely on automation alone.”
Implementation Insight
To prepare for these shifts, operators can begin implementing predictive maintenance tools informed by IoT sensors and real-time data. Creating a single operational view of analytics also helps teams act faster and spot trends earlier. Consolidating insights into unified dashboards and sharing information prepares properties for more intelligent, data-driven decision-making. All of this should be underpinned by an understanding of people and their needs and motivations, so tech solves real problems and creates better experiences.
Balancing Automation with the Human Touch
Automation Should Empower Staff
Schaps stresses that technology should free staff from routine work so they can focus on meaningful interactions. “Use automation to empower staff, not replace them. When technology handles routine tasks, your people can focus on creating memorable, personal moments.”
Technology Should Increase Value, Not Distance
Grosz reminds operators that hospitality remains personal at its core. “Hospitality is still about people. The goal is to use technology to make guests feel more valued, not less. Every tool should support that mission.”
Remove Friction, Not Connection
Jones believes automation should simplify operations without reducing engagement. “Automation should remove friction, not connection. It should give staff the time and insight to engage guests in more meaningful ways.”
Human Warmth Remains the Differentiator
Jamison sums it up simply: “The magic happens when digital intelligence meets human warmth. Let automation handle the routine, so your team can focus on the moments that make guests feel connected and cared for.”
Implementation Insight
One practical way to strike this balance is to automate routine service workflows, such as common maintenance requests or status updates. This reduces repetitive work and gives staff more time for personal interactions. Providing teams with easy access to guest insights also helps employees engage more thoughtfully and create warmer, more informed experiences.
Compete Smarter in 2026
The year ahead will favor leaders who act with intention. Properties that invest in flexible systems, unified data, and guest-centric experiences will gain a clear edge in 2026. Those who balance innovation with humanity will stand out in an increasingly competitive landscape.
WorldVue’s 50-year legacy reflects a commitment to helping operators navigate change without losing what matters most. The next chapter of hospitality and multifamily technology is already unfolding. Now is the time to take the lead.
Make 2026 the year of your competitive advantage.Talk with our team about building a technology strategy that scales with your brand. For properties outside the US, please contact our international team here.