How will hotel operators use new technologies, respond to travelers’ changing needs and preferences, and become more sustainable? Five leaders of McKinsey’s Travel, Logistics & Infrastructure Practice envision what the hotel experience might be like in the 2030s. The following transcript has been edited for clarity.
Convenience and customization
Caroline Tufft: The big change that I anticipate, more than anything, in hotels in the future is that every single pain point will be removed. There will be no check-in line. There will be much better, more flexible options—you won’t have to wait until 4:00 p.m. to check in.
Vik Krishnan: As you walk in, the hotel knows why you’re there. It assigns you your room through your phone,…