THE 2024 GUIDE TO
The 2024 guide to guestroom entertainment Image courtesy of SiLANT
By Mandy Clarke, Editor
There has been a significant transformation in guest expectations for inroom entertainment and simply offering a comfortable place to stay with a basic television no longer suffices. Today’s post-COVID guests are markedly more digitally savvy and content-hungry, seeking continuous connectivity within a seamless and personalised experience. Interestingly, guest satisfaction has experienced a decline. Over the past few years, the number of amenities, services and items provided in guestrooms has decreased. This shift can be attributed to the initial impact of COVID, followed by supply chain disruptions and staffing shortages. Paradoxically, room
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rates have continued to rise, causing dissatisfaction among guests. According to J.D. Power’s recent North America Hotel Guest Satisfaction Index Study, overall hotel guest satisfaction dropped by eight points on a 1000-point scale from June 2021 to May 2022. Key concerns include high room rates and the quality of guestrooms. However, technological advancements in the industry offer a potential remedy to the perception of paying more for less. A prime example of successful innovation in accommodation hospitality is the widespread adoption of digital keys, which revolutionised the traditional check-in process and significantly improved guest experience. With revenue per available room (RevPAR) reaching record highs, guests are now investing more than ever in their accommodation experience. They expect guestrooms to radiate quality and provide
top-notch amenities, with the quality and variety of in-room entertainment technology playing a pivotal role in their satisfaction. Guests demand technology and connectivity that matches what they have at home, considering it a basic expectation, but they anticipate more.
Guests seek an enhanced viewing experience. •
Smart TV features: Guests appreciate the convenience of easily accessing information and entertainment without the need for additional devices.
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Local information: Guests like the convenience of accessing local information to help them make the most of their stay.
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Ease of use: Guests value technology that is easy to navigate, regardless of their level of tech-savviness or physical abilities.
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Privacy and Security: Guests want their personal information protected when using in-room entertainment services.
To enhance the guestroom experience, several key elements must be addressed: •
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Streaming and on-demand content: Guests seek the freedom to enjoy their favourite shows and movies on their terms. Casting and connectivity: Guests desire seamless mirroring of their smartphones or laptops. Content recommendations: Guests value hotels that offer tailored suggestions, making it easier to discover new content. High-quality displays:
GUIDE TO GUESTROOM ENTERTAINMENT
To meet the expectations of modern guests, accommodation providers must prioritise the inroom entertainment experience. www.accomnews.com.au
AccomNews reached out to the experts for industry insights… Heinrich Saayman, Director and Co-founder of SiLANT told us: “A guestroom TV is an indispensable element of the guest experience because it provides entertainment, information, and engagement, allowing for a more personalised and unique experience. It goes beyond being a mere device for watching TV and movies; it becomes a focal point in the guestroom, enhancing the overall guest experience while benefiting the accommodation. “The landscape of guestroom entertainment is in constant flux, driven by the dynamic nature of people’s preferences and their insatiable appetite for content consumption. In the coming years, we foresee a transformation in TVs, especially in hotel models, where they will evolve into central hubs for interaction, further enhancing the visitor experience as new content applications emerge.” Content has fundamentally reshaped the hospitality TV
offering an array of content choices, including global radio.”
Technological advancements in the industry offer a potential remedy to the perception of paying more for less
landscape with guests seeking to watch content on their own devices rather than relying solely on hotel-provided offerings. Mr Saayman said: “It makes sense - the guest can choose their own pillow and bed firmness, so why not their own content on the TV?” He also pointed out that the generational divide in TV preferences is narrowing. “As we all converge on the same digital platforms while streaming different content. Older generations once relied heavily
SiLANT delivers seamless access to entertainment The guest of today and the future want their entertainment to be at their fingertips, and with our casting solutions SiLANT can deliver this.
smart services, our teams at SiLANT can build these bespoke networks to meet your property’s needs. Working together with all parties to create a seamless guest experience.
Our hospitality solutions provide seamless guest experiences through a wide range of applications and integrations. The network in a hotel is now the foundation for all essential communication services.
It doesn’t matter if you are a remote property in central Australia or a hotel in a major city, our team will work with you to deliver the very best in a fully managed converged network and Wi-Fi systems. We are Tier 1 Hospitality partners with Ruckus and ANTLabs, multiple award-winning technology solution providers.
Whether as a foundation for Wi-Fi, IPTV, VoIP or
SiLANT delivers high-quality solutions to improve your guests’ experience and bottom line, including everything from design and execution to tight integration with Property Management Systems to Google Chromecast in guest rooms. www.accomnews.com.au
on traditional TV, even resorting to mobile satellite dishes to stay updated on sports or shows. In contrast, the younger generation rarely switches on a TV for traditional channels, opting to stream everything. Whether they are Grey Nomads, business travellers, or families, they carry their content on their personal devices.” He said: “The era of the satellite dish has been replaced by 4G or 5G modems for internet access, enabling us to stream content using Over The Top (OTT) apps,
When it comes to selecting the right size and design for a guestroom TV, Mr Saayman suggested making carefully considered choices. “Factors such as viewing distance, guest impressions, alignment with the hotel’s brand image, and compatibility with the interactive TV system should all play a role. The goal is to provide a TV that meets the expectations of the hotel’s target audience without overwhelming the guests, especially if they are accustomed to larger, highresolution home televisions. “TV sound is also a pivotal aspect of the hotel room experience, capable of enhancing or detracting from the quality of television content. It can significantly impact the happiness and contentment of hotel guests, making it essential to consider when reserving a hotel room. However, guests should also be mindful of the noise they generate, particularly at odd hours or in residential areas.” P06
Are you still paying for content that no one’s watching? Today’s guests are on the move, taking their entertainment travelling with them.
provides total entertainment experience for guests www.silant.tech
GUIDE TO GUESTROOM ENTERTAINMENT
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Key factors in choosing an inroom entertainment system Hotel guests expect to be able to access the same high standard of entertainment they can get at home. While the hotel entertainment system isn’t the sole reason a person will book a hotel, guests may feel something is missing if the technology in their hotel room isn’t up to scratch and this could affect their choice to rebook or worse, result in an unfavourable guest review. But what should hoteliers look for when choosing an in-room entertainment system?
Content options Offering a range of ways to watch content ensures you’re catering to all your guests’ preferences. Younger travellers are prolific streamers so providing a casting solution enables them to access all of their streaming apps on the TV. Business travellers may want to watch live news as they’re starting their workday so providing a range of news channels ensures their needs will be met. Older travellers tend to be more comfortable watching live or on demand movies and tv shows that are provided through the TV rather than logging into streaming platforms or casting from their mobile device. International travellers might not be able to cast their geo-blocked streaming apps so having plenty of content available through the TV ensures they have something to watch as well. Foxtel’s Business iQ is an all-in-one solution that provides guests with a huge selection of live TV channels covering every genre as well as on demand content available whenever they want it and the ability to cast their own streaming apps to the TV.
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Guest experience platform
Maintenance and support
Smart hoteliers are moving towards using the TV as more than just an entertainment device. Having an integrated platform that allows hoteliers to customise it with their branding, provide a digital concierge with information about their hotel, facilities and services and message guests directly, not only enhances the guest experience but also opens up additional revenue opportunities within a captive audience for the hotel.
It can be very frustrating for a guest when they
Connectivity
support your hotel to ensure the in-room
sit down to watch the TV in their room, only to find it’s not working properly. The Business iQ has a management portal that shows the status of every single box in a property so hotel staff can identify if there’s an issue before a guest reports it. With easy troubleshooting guides available and a dedicated support team just a phone call away, Foxtel can help entertainment is running smoothly.
Future-proof solution The last thing hoteliers want to do is invest in an in-room entertainment solution for it to be out of date a few years later. Foxtel’s Business iQ is constantly evolving, whether that’s the content available on the platform or the technology that is remotely updated. With the Business iQ, Foxtel can continuously develop Most guests travel with multiple devices and want to stream their own content as well as work and conduct video calls from their hotel room, all of which consume data. So hotels need the right network capability to cater to these usage needs and ensure the best experience is delivered to guests. Foxtel have partnered with Reivernet Networks who provide and support best in class data networks to the Accommodation sector, meaning hoteliers can access a fully supported end to end network and guest engagement platform solution in one place. GUIDE TO GUESTROOM ENTERTAINMENT
the product based on technology trends as well as changes in media consumption and user behaviour, providing a truly futureproof all-round solution for hoteliers. These are some of the points to think about when considering the in-room entertainment solution. To discuss your in-room entertainment needs, please call Foxtel on 1300 792 883 or for more information about the Business iQ, visit foxtel.com.au/biq www.accomnews.com.au
Give guests everything they want, all in one place
Provide the ultimate in-room experience for your guests with world-class entertainment, 50+ live sports, 1,000+ movies*, plus integrated casting and on-screen compendium. All through Foxtel’s Business iQ. Call 1300 790 182 Visit foxtel.com.au/biq *Movies included when you take the Movie Vault add-on pack. Some channels not available in public viewing areas. This product is available to Foxtel Business subscribers only. Requires purchase of 100% of screens within the site. Requires internet connection. Availability of particular titles may vary. Black Adam: © 2022 Warner Bros. Ent. All Rights Reserved © & TM DC.
Images courtesy of Foxtel
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The future of guestroom entertainment? Guestroom TVs play a pivotal role in enhancing the guestroom experience. According to Scott Wiedemann, National Sales Manager, Foxtel: “The significance of a guestroom TV within the guest room experience lies in its role as the central hub for guest engagement and enhancing their in-room stay. It serves as the preferred platform for accessing high-quality HD/4K content, offering an alternative to bringing their own devices. Without a
TV, the guestroom would lack vitality and interaction.” The future promises even more exciting developments, making guestroom entertainment a dynamic and ever-evolving aspect of hospitality. Mr Wiedemann said: “The latest advancements in guestroom TVs point towards the Internet of Things (IoT) with technologies like Matter, which is set to become a universal standard for integrating and controlling all smart home devices through a single app. “In its early stages, IP-controlled devices such as temperature control, curtains, lighting,
speakers, and internet access will converge. Undoubtedly, the TV will play a central role in controlling these devices. Encouragingly, major tech companies are embracing the Matter protocol to simplify user experiences.” Guests at least want what they have at home from guestroom entertainment but also seek variety and choice, and they expect the unexpected too! “Expectations for TV experience varies across generations,” Mr Wiedemann said. “Older generations lean towards traditional TV, seeking a wide range of content and straightforward functionality. In contrast, younger generations prefer on-demand content and a platform for connecting to streaming services. However, as Chromecast, a popular streaming solution, matures with over a decade in the market, questions arise about how content providers wish to deliver their content in the future. “Embedded apps could emerge as a preferred solution, granting streaming providers more control over their content offerings and features. In the meantime, hotels should consider solutions that encompass traditional TV content, modern streaming services, and userfriendly technology to cater to diverse demographics.” When it comes to choosing a TV, he advised: “Determining the size and design of a guestroom TV should align with the room’s
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GUIDE TO GUESTROOM ENTERTAINMENT
ambiance. Whether the guest room boasts a modern and sleek design, a traditional style, or even a themed decor, TV designs can be selected to complement the space. The size of the TV matters significantly. For instance, installing an 85-inch TV in a compact 18 sqm room would overwhelm the space and may not be advisable.” He added: “Sound quality is gaining importance in hotel rooms, with many establishments opting for soundbars to deliver highquality audio to accompany the superior visuals of 4K TVs. Furthermore, it’s recommended to have built-in Bluetooth connectivity, allowing guests to connect their devices for a more personalised music experience.”
What is the role of guestroom entertainment and how can it enhance the guest experience? Shelly Chandler, Director of Sales & Marketing at Hotel Internet Services & BeyondTV, highlighted the pivotal role of guestroom TVs. “Whether guests are on a business trip or enjoying a leisurely stay, they desire to unwind and relax immediately upon entering or returning to their guestroom. Television remains a vital amenity, akin to the comfort of home, offering guests the opportunity to recharge by watching a variety of content, be it movies, shows, the latest news, traffic updates, or weather reports.” www.accomnews.com.au
Images courtesy of Hotel Internet Services & BeyondTV
This sentiment underscores the TV’s capacity to offer entertainment, convenience, and essential information, contributing to a more enjoyable and memorable guest experience. She said: “Despite the emergence of alternative entertainment options and internet access for information, televisions are poised to remain a central and enduring feature in guestrooms for the foreseeable future.”
In-room entertainment technology playing a pivotal role in their satisfaction
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On the latest developments in guestroom TVs, Ms Chandler highlighted several cutting-edge technologies and integrated services: •
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Smart TV integration allows guests to access streaming services, connect their devices, and browse the internet, aligning with the trend of personalised content consumption. Hospitality-specific platforms provide centralised management of TV settings, content, and guest preferences, allowing hotels to tailor the viewing experience to their brand and guests’ expectations.
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Casting and mirroring capabilities enable guests to enjoy content from their smartphones, tablets, or laptops on the guestroom TV.
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Interactive guest engagement features can also offer personalised recommendations, local information, and even interactive experiences through TV.
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High-Dynamic Range (HDR) and 4K resolution
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deliver a more immersive and visually stunning viewing experience.
of advanced security protocols and data encryption measures.
Artificial Intelligence (AI) integration analyses guest preferences and viewing patterns to suggest relevant content, making it easier for guests to find what they want to watch.
The importance of usability in streaming content solutions
Internet of Things (IoT) integration connects guestroom TVs with other smart devices in the room, such as door locks and lighting, creating a more interconnected and responsive guest room experience. Advanced security. Data security and privacy remain shared concerns among guests but these can be addressed with the implementation
Ms Chandler emphasised the need for intuitive interfaces to prevent guest frustrations. Noting that it’s important to ensure a user-friendly experience for guests with varying levels of tech-savviness. She explained: “Certain content streaming solutions offer multiple wireless connection options, allowing guests to initiate streaming from their devices with ease, which can include the simple act of scanning a QR code displayed on the guest room TV screen.” The desire for a personalised TV experience transcends generational boundaries
GUIDE TO GUESTROOM ENTERTAINMENT
with most guests seeking the flexibility to tailor their entertainment to their specific interests. However, Ms Chandler said: “It’s worth noting that older guests may still prefer more traditional forms of entertainment, such as cable or satellite TV. Therefore, properties aiming to accommodate a diverse demographic should explore partnerships with solution providers capable of satisfying both preferences.” Finally, in terms of the size and design of guestroom TVs, Ms Chandler said factors such as viewing distance, room size, design, placement, and functionality should be considered. “Ultimately, the goal is to create a guestroom TV setup that is both functional and aesthetically pleasing, enhancing the overall guest experience.” All three experts concluded that with the rise of streaming services, the evolution of guestroom TVs, and the integration of cuttingedge technologies, the accommodation industry now, has a prime opportunity to create more memorable and personalised experiences and increase guest satisfaction.
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Put your guests in the drivers seat when it comes to entertainment While televisions still form a central part of the guestroom experience, what has changed are preferences for the types of content that today’s guests wish to access. Universal across all age groups is an increased desire to be able to access content that is personalized to one’s own interests. Yet hoteliers can find it “easier said than done” when trying to provide the same level of full personalization that guests are accustomed to at home, especially when catering to travellers from across the world. To address this issue, streaming solutions designed specifically for accommodation industry environments are now
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available that can provide instant compatibility with many thousands of mobilebased streaming apps. Going far beyond simply supporting big name brands such as Netflix or Disney+, the wider range of streaming service compatibility that industry purpose-built solutions can offer allows guests to be able
to look forward to accessing the same content they know and enjoy no matter where in the world they may be from. Although industry professionals often believe that guests are sidestepping TVs in favour of using personal devices, what is frequently the case is that guests find themselves
GUIDE TO GUESTROOM ENTERTAINMENT
encountering an unfamiliar system that is not user-friendly and that features a complicated device-pairing process. Having to enter-in sensitive login details on a television shared with the public only further minimizes the confidence of guests. Instead, and by adopting the industry’s latest solutions, properties can avoid the need for guests to share login information altogether, while providing a devicepairing process that is as easy as scanning a QR code and takes only seconds to perform. It is these types of features that are finally providing properties with a competitive edge in providing their guests with the personalized, stress-free and high quality entertainment experience that they now routinely seek.
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