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Between now and 2020, hoteliers will have to use mobile to engage their customers. In particular, they must consider apps to personalise the guest experience – from choosing rooms to specifying lighting and temperature levels. Some hotels are already making progress. Holiday Inn teamed up with Samsung during the London 2012 Olympics to enable guests to control their rooms’ TV, air conditioning and lights with their smartphones. While various other hotels are rolling out apps to let guests use their phones to open their room doors. (June, 2015)

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