HCN Tablets Reach >94% Usage in Luxury Hotel Study | News

Hotel Communication Network (HCN) today announced compelling results from a guest survey conducted at a luxury hotel in downtown Chicago. The study involved 179 hotel guests and evaluated perceptions and interactions with HCN tablets with breakthrough AI Concierge technology. HCN’s new advertising platform allows major urban hotels to install fully integrated tablets that automate room technologies and enable hotels to deliver personalized guest experiences that align with their brand, while generating significant revenue from a portion of the advertising and e-commerce revenue generated through the tablet.

HCN’s internal data shows that in the month of November 2025, 94.25% of guests used HCN’s tablets while staying at installed hotels, including both advertising and non-advertised hotels. Usage levels show a slight increase at hotels where advertisements or sponsored content are displayed on the tablets. Survey results show overwhelmingly positive guest sentiment toward the sponsored content:

97% described the advertising as “relevant and non-intrusive” or had a neutral attitude towards it.
77% said the content “added value to their stay”
29% reported that they “engaged with or took action” on an offer or promotion, demonstrating a dramatic increase in engagement over traditional digital channels, which typically generate less than 1% engagement.

“These results are exactly what we expected,” said Kevin Bidner, Chief Executive Officer of HCN. “Hoteliers recognize that digital in-room engagement no longer has to avoid advertising. Guests expect relevant, high-quality content as part of their experience. If done right, it will enhance their stay rather than disrupt it. In fact, in hotels where our advertising platform is activated, we see engagement rates three to four times higher than hotels that have not activated ads.”

Advertising that guests are welcome and hotels benefit from
Today’s hotel guests are in a unique state of mind: relaxed, receptive and ready to spend. Whether they travel for business or pleasure, they make decisions about dining, entertainment and shopping. HCN’s media network allows marketers to reach these consumers at exactly the right time, when they are most open to influence.

HCN works with leading ad technology partners to ensure sponsored content is relevant to the traveling consumer. This advanced approach ensures a brand-safe, fraud-free experience that delivers value-added content to guests. HCN’s new media platform is a powerful marketing platform for national brands, reaching consumers who are more receptive to trying new products and services. It also creates a new marketing engine for hoteliers, who can integrate their loyalty and CRM systems to better target guests in their hotels with personalized messages. Participating hotels receive a share of advertising revenue, turning an expense in the marketing budget into a revenue generator.

“Through targeted advertising, upsell tools and real-time engagement, MCN tablets generate new revenue streams, higher guest satisfaction and stronger brand loyalty – all while reducing operational friction,” said Bidner. “Our messaging tools ensure that 100% of guests see important hotel promotions, from room upgrades to local experiences, maximizing both guest enjoyment and hotel profitability.”

In 2025, there were 199 million advertisements via HCN on its tablets. During that time, the company received only two complaints: the first was because a single advertiser bought 100% of the advertising space on the tablets, monopolizing screen time. Guests found this exaggerated and irritating. HCN has taken measures to ensure that a content monopoly can never arise again. The second resulted from an advertisement purchased by an advertiser described by hotel management as “radical left.” The location of the hotel was in a predominantly right-wing state. Measures have also been taken to ensure that advertising content is at the discretion of the hotel.

Beyond Ads: a smarter, connected guest experience
Each HCN tablet replaces multiple devices in the room (telephone, TV remote, clock and radio) and integrates smart room controls, AI-powered concierge functions and interactive features such as:

Direct messaging and in-room marketing
Delivery options for hotels and restaurants
AI route planning
Interactive city guides and event overviews
Local shopping and entertainment recommendations
Music streaming, digital magazines and more

“HCN tablets with our exclusive AI concierge are a game changer,” said Bidner. “They’re not just engagement tools, they’re operational engines. Thanks to PMS and room control integration, usage rates are typically 400% higher than QR codes and mobile apps. This is the kind of commitment modern hoteliers need to succeed in today’s fragmented media world.”

For hotel brands that prefer an ad-free experience, HCN still offers a traditional fee-based model. Even without ads, properties can see strong ROI through programs like Guest Choice, which allows guests to opt out of housekeeping and saves hotels between $15 and $30 per room, which is more than the cost of the tablet.

For more information about MCN tablets, visit www.hcn-inc.com