Beyond ease of use: How smart hotel technology amenities create memorable experiences and revisit intention

Smart hotels increasingly rely on in-room and service technologies as part of the guest experience, yet it remains unclear which technology-related perceptions actually translate into repeat patronage. Drawing on an extended technology acceptance perspective, this study examines how guests’ perceptions of smart hotel technology amenities shape revisit intention through smart hotel memorable experience (SHME). Using survey data from 248 customers who had used smart hotel technologies in the past two years, we tested a model linking perceived intelligence and perceived anthropomorphism of technology amenities to perceived enjoyment, perceived usefulness, perceived ease of use, and ultimately to SHME and revisit intention. The results show that perceived enjoyment and perceived usefulness significantly enhance SHME which in turn strongly predicts revisit intention. In contrast, perceived ease of use plays a limited role: it is not driven by perceptions of the intelligence of the amenities and does not contribute to SHME These findings suggest that, in leisure-oriented smart hotel contexts, usability may function as a hygiene factor rather than a driver of memorable experiences and loyalty. The study offers actionable guidance for smart hotel managers by prioritizing experience-enhancing and value-signaling features over usability-centered upgrades when the goal is to encourage repeat visits.