Guests Prefer Human Touch Over AI-Run Hotel Stays, Survey Finds
A Mews survey found that 89 percent of hotel guests favor either a mix of AI and human service or AI handling only repetitive tasks. Very few want an AI-led stay. Guests still prefer human staff for tasks involving judgment, personalization, or trust, such as bar service and front desk welcomes.
Mews’ survey indicates hotel guests largely favor a blend of automated and human service, with almost no appetite for fully AI-run stays. A majority said AI should handle repetitive work so staff can focus on trust-building.
Even for taxi arrangements, more guests picked a person than AI; room-service orders were closer, while bar/restaurant service, front-desk welcomes, and check-in/key tasks showed stronger human preferences. Three-quarters tied good hospitality to human staff regardless of technology. Most guests also expressed concern about staff job losses from AI, and about half rejected the idea of not caring if hotels reduce staffing to adopt it.
This finding may push hotel operators to deploy AI mainly for routine back-office and transactional tasks, while preserving frontline roles that guests associate with trust and personalization. Travelers could see more consistent, faster service without losing human contact at key moments. Staff may benefit if automation reduces administrative burdens, though concerns about job displacement could shape morale and public perception. The broader hospitality sector may face pressure to show that technology complements workers rather than replaces them.