By: Joseph DeCiantis
“When a guest needs help fast—really fast—they’re not pulling out an app.”
One thing works in an instant, whether it’s for a medical crisis, a fire alarm, or a parent frantic with a lost kid.
This tool is overlooked despite its importance in upgrading hotel tech. Many properties still rely heavily on aging PBX system, silently crossing their fingers hoping that everything goes well.
The reality is that hotel communication systems play an important role in ensuring guest satisfaction and operational efficiency. In fact, for many travelers, the in-room phone isn’t just a convenience—it’s a lifeline.
This article explores the importance of phones in 2025, and how hoteliers who are forward-thinking are modernizing their phones to better serve both guests and staff.
Apps still perform better on the phone in a time of crisis
Mobile apps are great—for those who download them. The data shows that most guests do not. In a study conducted by Criton in 2024, 73% of guests said they were willing to download an app for a hotel, but only 38% did so. In order to report an issue or call the front office, guests still use the in-room phones.
In times of high stress, the phone is often the fastest and easiest way to reach a human being. Think about medical emergencies, or noise complaints at night. A phone is easy to use, doesn’t require WiFi or cell signals and is familiar.
Safety and Liability are not optional
Every hotel operator knows that safety isn’t optional—and guestroom phones are a key part of that safety infrastructure. When things go wrong, guests must have instant access to reliable help.
Oft, the only way to guarantee communication is with a phone that is always visible, hardwired, and available. Cell phones may be out of reach, dead or missing.
Removing phones from guestrooms could increase liability and compliance risks.
PBX systems can cost you much more than you realize
Once your phone system has been integrated with your PMS it no longer is a relic, but instead starts to work.
Smart integrations can:
- Automatically update the front desk display when a guest calls
- Trigger an alert when a visitor calls for room service, housekeeping or 911
- Simple wake-up call tracking and setup
Automation saves time for staff, reduces mistakes and allows teams to respond more quickly to guests’ needs. And with tariffs driving up the cost of hardware, sticking with legacy PBX systems isn’t just risky—it’s getting more expensive by the day.
It is important to note that the right hotel phone system benefits staff as well, and not only guests.
Most hoteliers still think of phone systems as clunky and complicated, with confusing contracts. Modern cloud-based services have flipped that script.
Phone systems today are:
- Hardware is much less needed on site
- Pricing that is predictable and flat
- Include 24/7 remote support
- Integrate directly into your PMS
- Scale easily between properties
You can grow with this system.
Your staff will also be able to focus on guests instead of IT issues. From call routing to wake-up calls to SMS, a smart system handles it all—so your team can focus on guests, not tech.
It is a powerful signal of trust to have a dial tone in each room. It’s a small but powerful trust signal.
Final thoughts. A smarter phone system for hotels is still an excellent investment.
Hotel technology is not all flashy. It is still essential.
It helps guests find help. It provides support to staff. It protects the bottom line when it is fully managed on cloud.
Smart operators don’t ask “Do we need a telephone system anymore?” Instead, they ask “How can it be made to work for us?”
The right phone system isn’t just an expense. Operational peace of mind.
So before your next tech upgrade, ask yourself: Is your phone system helping your hotel run smarter—or just barely hanging on?
Joseph DeCiantis, cofounder/managing Director at Think Simplicity.
This is an article that has been contributed. Hotel BusinessWritten by a professional in the industry. The bylined person’s thoughts are expressed.
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