The application of technology in hotel settings has become increasingly prevalent, potentially reshaping the ways in which service providers interact with customers and redefining service touchpoints. Such transformations may, in turn, alter service delivery models and influence customer psychology. However, systematic research examining customer experience and psychological responses within smart hotel contexts remains limited. This thesis examines customer experience and customer psychology in smart hotels, with a particular focus on technology-induced alienation in unmanned hotels and investigates how hotel technologies shape these experiences through three studies. Study 1 conducted a systematic review of customer experience in smart hotels. It introduces a customer experience framework specific to smart hotels, highlights differences between customer experiences in smart and traditional hotels and revisits the concept of customer experience within smart hotel contexts. Six dimensions are identified through the systematic review: sensory experience, affective experience, cognitive experience, behavioral experience, social experience, and technology-mediated experience. Based on these dimensions, the study constructed a comprehensive framework of customer experience in smart hotels and, drawing on this framework, identifies research gaps and proposes directions for future research. This study identified dehumanization, normlessness, powerlessness, and isolation as the core dimensions of technology-induced alienation and proposed a conceptual framework outlining the underlying mechanisms of technology-induced alienation. Study 3 examines the relationships among the factors identified in Study 2 and employs structural equation modelling (SEM) to empirically test the proposed framework. Overall, the thesis demonstrates how advanced technologies adopted in hotels, particularly in unmanned hotel settings, reshape customers’ psychological experiences and responses. By integrating theoretical and practical implications, the thesis aims to provide guidance on the ethical and effective use of technology in hotel service design.