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Innovation with every reservation
Tim Dennis, senior account manager, Nevaya, discusses the importance of staying ahead of developments in technology, while delivering reliability.
A little-known fact about the hospitality sector is that it loves technology. It may not feel like it when you’re wondering why you’re paying for wifi, or being forced to download yet another app to pay for that wifi, or wandering around your room, waving your device around, trying to find the wifi.
For those of us attending The Hospitality Show, the enthusiasm is palpable and it’s at events like this where technology of all stripes is first suggested to the sector, from the practical to the outlandish. The appetite for all of it goes a long way to explain why your wifi might not be brilliant; far from having resisted change, many hoteliers embraced wifi the first moment they could. That poor wifi you’re suffering may be the result of an antique legacy system bought by an excited hotelier decades ago, rather than a lack of staying ahead of trends and needs.
This bubbling over was seen again recently with the explosion of AI and ChatGPT across our feeds. There was nothing it could not achieve, nothing it could not do. In hospitality, it was going to be reception, bellhop and chef, all in one.
This response has now been somewhat tempered. At Airbnb’s most recent results, CEO Brian Chesky told analysts that, when ChatGPT launched: “It was like the moment some of us first discovered the Internet. You had a feeling that everything was going to change. But one of the things we’ve learned since ChatGPT launched is that that’s going to take a lot longer than people think for applications to change”.
Airbnb is still backing AI – it spent a reported $200m on Gameplanner.AI at the end of last year – but it’s taking a breath and is focusing on its core business while it waits for all the pieces of its AI puzzle to line up.
At Nevaya we believe in technology and we believe in what it can do to improve the guests’ experience and drive loyalty. We have proven that creating a seamless home-from-home experience drives loyalty and that creating user interfaces bespoke to each brand or hotel can drive ancillary revenues.
We know that it’s about making technology simple to use and simple to install, but rock solid to operate. As a true SaaS provider, we can role out our products around the world and maintain them remotely, without the need for in-room technology, rooms of equipment or a team on site.
We believe in being innovators, which is why you can find our products being used by brands such CitizenM, who also understand the importance of meeting and exceeding customer expectations. Guests are very tech-savvy and want to enjoy the same technology in their hotel room – and the same content – as they do at home. They are also as likely to be frustrated with complicated, unreliable technology as they are at home.
Our products are very different now than they were when we launched Nevaya 20 years ago and by the time Airbnb is embracing AI they will have changed again. What won’t have changed is our commitment to reliability.