How technology is shaping room functionality and the guest experience
The hospitality industry has undergone dramatic change over the past 25 years, evolving far beyond what many of us could have imagined when CIC was founded back in the 1990s. It’s remarkable to think about how modern hotel experiences have transformed from offering simple comforts like mini-bars and plush bathrobes to becoming technology-infused hubs designed to meet the demands of 21st-century travellers. Today, the focus is no longer simply on providing a comfortable bed or a welcoming smile—it’s about creating experiences that reflect how we live, work, and play in our daily lives with the seamless use of technology.
Back in the late ‘90s, luxury hotels set themselves apart by offering indulgences that felt extraordinary at the time—mini-bars, high-thread-count sheets, and in-room coffee machines. These touches gradually became the standard for the industry, raising the bar and pushing hoteliers to go beyond superficial upgrades. Fast forward to the present day, hotel amenities have taken yet another leap forward. Customisable mattresses, hypoallergenic pillows, and organic wellness products now feature within many rooms, but the true game-changer has been the wave of technology shaping room functionality and the guest experience overall.
The traveller of 2025 will no longer be content with just soft linens and designer soap. Instead, they expect seamless digitalisation as part of their comfort. Guests today are habituated to smart devices in their homes, so naturally, they expect the same level of innovation when they are away from home. This shift is most evident in tools like Smart TVs that sync effortlessly with personal streaming accounts and digital check-in systems that allow guests to adjust room temperatures before they’ve even arrived. Tomorrow’s hotels will need to go one step further—smart systems are no longer a novelty or a bonus: they’re an expectation.
For hotel owners and managers planning refurbishments, the implications are significant. It’s not enough to put effort into aesthetic enhancements or traditional upgrades like new furniture or fresh paint. Now, the focus must include technology that not only meets today’s standards but anticipates the needs of guests five or ten years from now. Future-proofing a property requires careful thought: which solutions will endure over time, and which can be seamlessly integrated into the infrastructure without disrupting service?
This is where CIC thrives. For over 25 years, we have worked alongside our hospitality clients to manage refurbishments that align their spaces with emerging trends. We’re not technology specialists, but we’ve built enough experience to know how vital tech integration is to modernising hotels and meeting customer expectations. From the days of installing fax lines in business centres to today’s cutting-edge Wi-Fi networks that power entire properties, we’ve seen firsthand how these advancements can be tailored to fit each hotel’s operations and advise and support our clients as they navigate the options.
But implementing technology isn’t simply about adding shiny gadgets—they must work cohesively with human interaction and operational infrastructure. Hotels increasingly rely on digital tools, but there’ll never be a replacement for the warmth of human contact. It’s about weaving technology into daily operations in a way that enhances—not replaces—hospitality’s trademark personal touch.
At CIC, we go beyond refurbishing spaces. We walk alongside our clients as they navigate the often complex decision-making process that comes with when planning a refurbishment. From finding solutions that fit both their brand identity and operational needs to ensuring implementation happens smoothly and without disruption, our support goes beyond hammers and nails—it’s about building future-focused spaces that meet the moment head-on.
The past 25 years have taught us many lessons, but one stands above the rest: helping our clients adapt and get the most out of their refurbishment investment is paramount. We approach each project as if it were our own. We understand that the rapid advancement of tools, platforms, and technical systems may often feel overwhelming, but it represents an exciting opportunity, too and we are here to support you!
