These Are the 2 Things Your Clients Really Want From Their Hotel Stay
Based on the latest J.D. Power guest satisfaction data, smart tech and mobile ease are no longer optional in luxury hospitality.
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Your clients might be paying record rates for hotel rooms, but that doesn’t mean they’ll settle for anything less than exceptional. According to J.D. Power’s newly released 2025 North America Hotel Guest Satisfaction Index, two features now stand out as must-haves across all hotel tiers, including luxury: in-room smart TVs and intuitive hotel mobile apps.
Smart TVs, once a nice-to-have, are now considered essential. Back in 2019, only 21% of guests identified them as a necessity. Today, that number has nearly doubled to 40%. Even more striking, 72% of guests said their room included a smart TV—up from just 39% six years ago—and 60% actively used them during their stay. For luxury clients dealing with long-haul flights, weather delays, or jet lag, the ability to stream their preferred entertainment becomes more than perk; it’s part of the comfort they expect.
Mobile apps are also significantly driving satisfaction. Guests who used a property’s mobile app rated their stay 68 points higher (on a 1,000-point scale) than those who didn’t. That gap suggests a major opportunity for advisors: By steering clients toward properties with robust digital platforms, you can improve the overall guest experience. From in-app check-in to controlling in-room settings or booking last-minute spa appointments, the best hotel apps let guests personalize their stay without even speaking to anyone.
“Travel is becoming more complex with the potential for flight delays or increased road traffic, so guests want hotels to provide the comforts of home,” said Andrea Stokes, hospitality practice lead at J.D. Power. “Technology like smart TVs and updated room temperature controls can significantly influence satisfaction without massive capital expense.”
In an age where nightly rates are higher than ever—averaging $158.67 in 2024—guests still reported stronger perceptions of value across every segment, including luxury. That’s because hotels are investing in the right places: room comfort, functional tech, and intuitive service. Amenities like turndown service or designer toiletries are no longer the differentiators they once were. Today’s high-end traveler wants comfort on their terms, with technology that quietly enhances the stay without compromising sophistication.
With competition rising right alongside client expectations, being aware of which details truly move the needle can make all the difference. If the room has the right tech—and the property delivers a seamless digital experience—you’ve already won half the battle.
