Did smartphones ruin everything?

Remember the world before smartphones?

Asking the front desk for a wake-up call instead of setting an alarm on your phone? Or printing out MapQuest directions and call the hotel to confirm your stay?

Back then, technology didn’t follow you into the lobby. There were no mobile check-ins.  We waited for things—and oddly enough, we were okay with it.

Fast forward to today, and it’s hard to imagine a moment without our phones. They wake us up. Tell us where to go. Remind us what to do. And yes—distract us endlessly. It’s easy to wonder: Did smartphones ruin everything?

Far from it. But they definitely changed everything.

Smartphones brought us closer in some ways, but also added noise. Guests today are glued to their screens, and many hotels rushed to meet them there with layers of disconnected tech: apps, forms, portals, and email chains. 

The result? Friction. Confusion. Less human interaction because tools aren’t working together. 

‍

It’s not the phone. It’s how you use it. 

When done right, technology doesn’t replace people—it enhances the experience.
The best guest journeys don’t lose the human touch. They just use mobile phones more thoughtfully:

• Text messages that offer real-time communication. If a guest asks for towels, they’ll get a response immediately.
• Personalized upsells that feel like thoughtful recommendations, not sales pitches
• Reviews that get captured because guests actually feel heard

‍

As John Ellis, VP of Sales at Akia, emphasized in a recent webinar with Mews: 

“Guests aren’t calling the front desk anymore - they’re texting.”

90% of consumers prefer texting over phone calls. With a 98% open rate and average response times under two minutes, texting offers a level of immediacy and intimacy that today’s travelers expect.

Smartphones make information accessible—when used the right way.

Jack Bakker from The Neighborhood Hotel shared how they use Akia to centralize everything a guest needs—right on their phone:

“Guests appreciate that everything is in one place. From booking to check-out, it’s all through Akia—SMS or email. They know where to go if they have questions before or during their stay.”

Everything guests need—arrival info, parking, rules—in one branded Mini App. 

“It’s kind of a one-size-fits-all for a ton of information guests might need. And if they forget their check-in date or want to review terms, they know exactly where to look.”

This approach gives guests peace of mind and empowers them to manage their stay more independently—without sacrificing service.

Tech with a human touch. 

Texting isn’t just convenient. It’s a way to deliver high-touch service without overburdening your team.

Alessandro Bottero, Data Strategy and Analytics Director at Lark Hospitality, explained how Akia’s automated messaging has helped their team stay responsive without sacrificing the human element:

“It doesn’t make a difference whether a machine tells you the Wi-Fi password or if I do—it’s more important that the guest gets the answers they need.”

By using smart auto-responses to handle repeat questions, Lark is able to free up staff time while still meeting guests where they are. And when something more personal is needed? That’s where the human touch comes in.

Bottero added that even small, proactive texts goes a long way:

“We’ll send a quick text at 11 AM asking how their first night was. Guests often reply, ‘It was great, but…’ and that gives us a chance to fix something before it becomes a complaint.”

That kind of mid-stay recovery builds loyalty—and shows guests someone is paying attention.

‍

You don’t need to go back to the ‘90s to bring back connection. 

You just need tools that feel like you’re still there for your guests—even when you’re not physically at the desk.

‍

Akia helps properties deliver that personal touch—automated, branded, and right on guests’ phones. Chat with our product specialist and learn more.

‍