The purpose of this study is to analyze the characteristic of quality attributes of smart hotels by using a SERVQUAL-IPA model, focusing on Chinese, which has the most proactive approach for the adoption of smart hotel system. Toward this goal, six quality factors—tangibles, reliability, assurance, responsiveness, empathy, and playfulness—were extracted through factor analysis, and IPA was used to appraise the degree of importance and satisfaction for each quality attribute. As a result of the SERVQUAL-IPA model, quality attributes were categorized into four groups of 'keep up the good work,' 'possible overkill,' 'low priority,' and 'concentrate here.'. Furthermore, it was concluded that there is a need to focus on the following elements: ‘smart devices can assist customers in emergency situations’, ‘when the room control system identifies customer needs, the staff can provide prompt service’, ‘development and improvement of mobile applications that enable customers to control room amenities’, ‘regular maintenance for smart devices’, and ‘providing data-driven personalized recommendations through customer activity data analysis’.