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Meeting the Guest Technological Needs of Multiple Generations

Guest Technological Needs of Multiple Generations

Understanding and accommodating what each generation expects leads to satisfied guests who are more likely to book again.

There’s no one-size-fits-all approach when it comes to serving hotel guests ranging in age from Generation Z, who are in their early twenties or late teens, all the way up to the preferences of the Silent Generation, most of whom are now in their seventies or eighties, according to Hospitality in 2025: Automated, Intelligent and More Personal, a report from Oracle Hospitality

For example, the report found that nearly 35% of Generation Z and millennial (age 26 to 41) are “very interested” in staying at a hotel that handles most customer service requests by chatbot automated messaging. But only 21% of Generation X (age 42 to 57) travelers and just 14% of Baby Boomers (58 to 76) surveyed felt the same.

Generational differences play a crucial role in guests’ needs and behavior, according to artificial intelligence platform Ameniti. “Wowing a Baby Boomer means something completely different from winning over a millennial,” says Ameniti.

But that doesn’t mean that your hotel can’t serve all guests, no matter their generation and preferences for technology and personalized service. Here’s the rundown on what members of each generation generally expect from their hotel stay, especially when it comes to technology.

Gen Z (born after 1996)

Members of Gen Z were practically born with mobile phones in their hands, using the most advanced technologies from an early age. Gen Z pays more attention to influencers from platforms such as YouTube and Instagram rather than hotel ads, says Ameniti.

They also expect technology like chatbots, phone apps and “smart” hotel rooms with voice-activated controls and smart features such as Alexa and other smart hubs.

“Hotels can prepare for Generation Z by implementing technology that makes the entire stay-cycle easier, reducing wait times, engaging influencers, and adopting policies that aim to create positive change in the world,” says Ameniti.

Millennials (born from 1981 to 1996)

Members of the millennial generation, now in their late twenties, thirties and early forties, aren’t keen on waiting in line or requesting services, since they’ve long been digitally savvy, says Ameniti. Hotels are more likely to engage millennials with ads and videos on social media platforms such as Facebook, Instagram and YouTube.

“Mobile is everything for this demographic,” says Ameniti. For this generation, make sure that hotel services, booking options and hotel information are available and easily accessed via a mobile phone app or chatbot messaging.

Generation X (born from 1965 to 1980)

Gen Xers, ranging in age from 42 to 57 years old, are the “best internet researchers of any generation” and known for their brand loyalty, according to Ameniti.

Gen Xers are currently enjoying their peak earning years and make up a good portion of hotel bookings. In addition to wanting access to chatbots and mobile phone apps for guest and room services, Gen Xers are also more likely to have children. So many look for family-friendly options like kids’ meals at restaurants, child care services, adjoining rooms, cots and cribs.

Baby Boomers (born from 1946 to 1964)

Members of the Baby Boomer generation who are retired or retiring frequently lean toward luxury travel, says Ameniti. They travel mainly for leisure, adventure and culture. Despite Baby Boomers’ often getting a bad rap for avoiding new technologies, they’re becoming more tech-savvy and many are active on at least one social media site, especially Facebook.

Baby Boomers’ guest satisfaction relies heavily on quality and good service. They appreciate comfortable beds and probably won’t return if the front desk staff is surly or the room is poorly cleaned. Baby Boomers are open to technological options like checking in on their mobile phone and requesting room service and other guest services on their phone or a tablet.

But this generation still likes a personal touch.

“Baby boomers value face-to-face interactions with hotel staff more than younger generations, so make sure your employees work to build relationships with this age group,” advises Ameniti.

Silent Generation (born from 1928 to 1945)

Members of the silent generation, now in their 70s, 80s and 90s, are more likely to respond to traditional advertising in magazines and newspapers or on radio or television, says Ameniti. Accommodations are important to them and need to be accessible for those with mobility challenges.

This generation likes newspapers delivered to the door or available at the front desk. They want low-sodium and low-cholesterol meal options in hotel restaurants. The silent generation  appreciates hotels that offer discounts on rooms and services. They often stay at hotels when visiting family and friends.

With older guests, it’s important to train hotel staff to be courteous patient and understand age-related conditions such as dementia, since cognitive issues can affect their behavior and ability to understand how to navigate smart devices in their rooms or mobile phone apps.