Article - Survey Report: How the Pandemic Gave a Boost to Guests' Hotel Technology Usage, Satisfaction and Spending - By Agnes DeFranco, Minwoo Lee and Jihye Min - Any individual who has stayed at a hotel recently can attest that technology has become ubiquitous at every stage of the guest journey. From the booking process to check-in to guest room controls to the post-stay follow-up, guest services are supported by technology through and through. This evolution has been progressing over the last decade but was significantly accelerated by the COVID-19 pandemic which called for contactless processes. Once implemented, these automations were here to stay.