"People like interaction in five- and six-star hotels," Jeremy Hopkins, general manager of London's Athenaeum said. "However, talking to people can also be an inconvenience. It's like a police officer: You don't really want to talk to one until you need one." But even with that understanding, I wondered if one can deliver service that makes a lasting impression via technology. New, cutting-edge systems can impress, but wouldn't a key benefit of technology - consistency - commoditize service standards and erode loyalty? "I honestly don't know," Hopkins said. "Fifty percent of me says that's the way the world's going, and 50% says no. It will become more technological, I'm sure it will, but yes, how do you build loyalty without human interaction?" Get the full story at Travel Weekly