Introduction Background Many industries across the world have embraced new technologies and deployed them in a variety of ways. The hospitality industry is one of those that have seen some destructive technologies change entire operations. The transformation is particularly visible in luxury hotels that integrate smart technologies to serve customers better. In countries as the United States and China, smart hotels have emerged and revolutionized how guests experience hotel services (A&S Adria, 2020, para. 1). The new technologies are deployed in such practices as energy management, predictive maintenance, big data, and smart guest experiences (Attala, 2019, para. 1; Haude, 2020, para. 3; Silver, 2017, para. 9). These developments are spearheading the revolution in the global hospitality market where some observers claim that the millennials are being targeted (Silver, 2017, para. 1; Steffanni, 2019, para. 1; Estner & McBeth, 2018, para. 29). Therefore, the new era of the hotel industry will depend on the extent to which the businesses embrace the technologies and how the millennials respond to them. The case of China is particularly interesting because the country has developed multiple businesses founded on new technologies. Even scholars have been attracted to this phenomenon, where the focus has majorly been on the consumer experiences with these innovations (Xuan & Pan, 2021, p. 116). However, much of the information regarding the emergence of smart hotels and how customers feel about them can be found in the new media and other commentary platforms. For example, the use of artificial intelligence in the operation of hotels is an emerging theme attracting the attention of many people (Globetrender, 2020, para. 1; Brunet, 2019, para. 1). With artificial intelligence, some of the operations include contactless services and unmanned hotel rides (China Travel News, 2020, para. 3; Yao, 2020, para. 2). It is important to notice that these new technologies are an addition to those that have already taken root in the industry, including remote checking and online booking (Singh, 2018, Para. 3). These features have made the hotels have the appearance and feel of luxury. The most notable element is the positive reviews from the consumers. The fact that the news media and other platforms portray a positive image of smart technologies regarding customer experiences means that new research on this subject is needed. The theme of consumer satisfaction has been extensively explored in the context of the hotel industry. The scholarly work in this field has addressed multiple topics, which include service quality and attribute performance and how these influence customer satisfaction. (Srivastava, 2018, p. 42; Bi et al ., 2020, p. 2). These scholars acknowledge that customer satisfaction is the key to the success of all businesses in the hospitality industry. Therefore, the new experiences created by the smart technologies may need to be studied and the knowledge could be useful in predicting the prospects of both luxury hotels and smart technologies. Problem Statement The implementation of smart technologies in luxury hotels is intended to improve the customer experience. As a service business, it can be argued that the factors associated with the quality of service and the interpersonal interactions between customer service personnel and the clients are critical in determining satisfaction levels. These sentiments have been expressed by several scholars who believe service features, empathy, tangibility, and hotel image can influence customer experience and satisfaction (Le, Ngu