The digital transformation inside the hospitality industry has become important to improve operational efficiency and customer experience. The application of smart technologies such as Internet of Things (IoT) and artificial intelligence (AI) in modern hotels has been proven to be effective to break down service barriers and allow employees of the hotel to focus on improving the overall quality of customer experience. This study targeted to explore the role of smart technology in improving customer experience and customer loyalty in modern hotels. In addition, this research also analyzes the impact of intelligent technology on the sustainability of hotel businesses. By using quantitative methods and modeling techniques according to the structural equation (SEM) based on the square of the smallest part (PLS), this study considers the relationship between intelligent and spread technology, customer experience, customer loyalty, and the sustainability of companies. Research results show that the implementation of smart technology in hotel services has a positive impact on customer experience, thereby increasing customer loyalty. In addition, smart technology also contributes to the sustainability of businesses through increasing operational efficiency and customer satisfaction. This study contributes to the hotel literature by emphasizing the importance of the implementation of smart technology in creating a personal, more effective and sustainable customer experience, as well as providing information. It aims to clarify the involvement between these factors and their impact on enhancing the hospitality experience and achieving an exceptional guest experience. The hospitality industry should implement these transformation to gain a competitive advantage in the digital era.