7 Guest Complaints Hiding in Your Hotel TV System
26 August 2025 13:16
The Big Picture: Hotel TVs Aren’t Background Anymore
For years, hotel TVs were too often an afterthought—a simple box to check off the amenity list. But today, the game has changed. Your guests aren't just looking for a television; they're expecting a premium entertainment experience that rivals their own living room. In fact, a 2023 Deloitte study found that 60% of guests expect in-room technology to be as good as, or better than, what they have at home.
The passive TV is dead. In its place is a demand for a personalised, secure, and intuitive entertainment hub. Guests want to stream their own Netflix, YouTube, or Disney+ content seamlessly. When your TV system falls short, it's not just a minor inconvenience—it's a review-killing, loyalty-eroding failure that makes your property feel outdated.
Before you're blindsided by a bad review, it's time to find the hidden issues in your hotel's TV system. Here are seven common guest complaints that could be silently compromising your reputation and repeat business.
1. Outdated Technology
A wall-mounted flatscreen is no longer a boast—it’s the absolute bare minimum. What really matters is the technology running inside it. If your TVs don't support secure streaming and casting, they're already behind the curve. Remember, your guests aren't just comparing your setup to other hotels; they're comparing it to their home.
Streaming services like Netflix, YouTube, and Disney+ are no longer a luxury; they're a guest expectation. And seamless navigation is paramount. Finding BBC One shouldn't require a degree in rocket science. A clunky interface, slow response times, and a lack of modern app support will instantly brand your property as outdated, no matter how new the lobby looks.
When a guest's in-room technology feels ancient, the perception extends to the entire hotel, signaling an old experience. Is your TV system a hidden weakness?
2. Sluggish Menus and Clunky Navigation
We live in a world of instantly loading pages and on-demand everything. If a guest clicks the channel guide and waits five seconds for the menu, that's not good.
Laggy TV interfaces shout under-investment. Modern IPTV platforms solve this by:
- Cloud-based channel management that updates instantly.
- Fast, responsive menus and guides.
- Customisable branding so the interface feels like your hotel, not a generic manufacturer template
A fast, intuitive system does more than just offer convenience. It sends a message to your guests that you care about every detail of their stay.
3. Data Security Risks
Data security is a major blind spot for many hoteliers. Guests are logging into their personal Netflix, Prime Video, or Spotify accounts. But if the TV doesn’t automatically log them out at checkout, those credentials remain vulnerable for the next guest to find.
That creates two major problems:
-
Guest trust: nobody wants to risk their Netflix being hijacked by a stranger.
-
Hotel reputation: a single data privacy complaint can quickly snowball into significant PR damage
The solution is a hotel-grade TV platform with built-in auto-logout for every account. It's a silent but absolutely critical feature that protects both your guests and your brand.
4. One-Size-Fits-None Content
A generic welcome screen and a list of channels don’t exactly scream thoughtful hospitality. Today’s travellers are used to personalised digital experiences everywhere—from Netflix profiles to shopping apps. And they notice when that experience is missing.
Modern TV platforms raise the bar by:
- Greeting guests by name with PMS-integrated welcome screens.
- Highlighting relevant services (spa bookings, late checkout, dining offers) without feeling pushy.
- Allowing guests to pick up where they left off—whether that’s resuming a show, accessing streaming apps, or revisiting hotel info.
Personalisation signals care. It tells guests they’re not just a room number but individuals whose comfort and preferences matter.
5. Input and Device Confusion
A two-remote setup, an "HDMI1/HDMI2" guessing game, and no instructions are a fast route to guest frustration. The problem is that many traditional TVs weren't designed to accommodate the needs of modern travellers. Guests bring a suite of devices—phones, tablets, and laptops—and they want to connect quickly and easily.
Modern hotel TV systems remove the guesswork by:
- Putting live TV, streaming apps, and casting in a single, simple interface.
- Using one remote (not a small collection).
- Offering QR-code casting, so guests just scan and stream from their own device—no fiddling with settings or searching for inputs.
The result feels effortless, familiar, and exactly what guests are used to at home.
6. The Startup Channel Trap
You’ve seen it: the endless promo loop for the spa, gym, or restaurant that plays automatically every time the TV is turned on. While it might seem like smart marketing, it shouts '2005'. Is that really going to impress your guests?
Travellers used to Netflix profiles and personalised viewing suggestions are going to run a mile from clunky (and pushy) static promo channels. A better approach?
- A branded welcome screen that acts not just as a marketing opportunity but as a central information and navigation hub.
- Personalised greetings that pull the guest’s name from your PMS.
- The option to showcase promotions in a non-intrusive carousel.
This creates a balance: your property still promotes key services, but in a way that feels helpful instead of salesy.
7. Lack of Localisation
The rapid growth of experiential travel means people want every touchpoint of their stay—yes, even the TV—to feel connected to the destination.
Smart TV platforms can support this by:
- Curating local news, culture, and entertainment channels.
- Offering destination-specific content like city guides, attractions, and events.
- Integrating digital concierge tools for restaurant bookings, spa services, or transport updates.
Done well, the hotel TV becomes more than a passive screen—it turns into a gateway to the local experience, giving guests a sense of place before they even step outside the room.
When the Screen Becomes the Complaint
Individually, each of these points might sound minor. But together, they shape how guests judge their stay. The in-room TV isn’t just background noise—it’s one of the most-used touchpoints in a hotel. And while it may not always be top of a hotel’s priority list, it’s often one of the first places guests notice when things feel dated or clunky.
Investing in a system that’s fast, secure, and tailored to modern habits isn’t about gimmicks—it’s about removing friction, protecting guest data, and showing that every detail of the guest experience matters.
Next Steps for Hotels
If your TVs still rely on dated systems, promo loops, and manual logouts, you’re missing a trick. Fortunately, upgrading doesn’t always mean ripping out hardware and starting from scratch.
Modern hotel TV platforms can be:
- Integrated with existing screens.
- Scaled across properties.
- Branded to match your hotel's aesthetic.
- Delivered as a managed service (no extra workload for your IT team).
The result isn’t just shinier tech—it’s a smoother, more personal guest experience that drives better reviews, repeat bookings, and a stronger brand impression. In a market where details make the difference, getting the TV right is one of the simplest upgrades with the biggest impact.
Ready to Upgrade?
Hotels that treat the in-room TV as part of the guest journey—not just an amenity—stand out fast. The good news is, upgrading is simpler than most operators expect. If you’re ready to turn your TVs from a forgotten fixture into a genuine driver of guest satisfaction, now’s the time to explore what a modern platform can do.
Talk to our team today to see how an upgrade could work for your property.
