There’s No Place for AI in Hospitality Guest Interactions -Think Again!
When people think of hospitality, they think of warm welcomes, personalized service, and human touch – the kind of experiences that make guests feel valued and special. So, when AI enters the conversation, skeptics immediately say, “There’s no place for AI in hospitality guest interactions.”
But here’s the reality: AI isn’t here to replace human hospitality; it’s here to enhance it. From the moment a guest considers booking to the time they check out (and even after), AI can elevate the experience in ways that make it more seamless, efficient, and yes – even more personal.
So, let’s walk through the guest journey and see exactly where AI fits in.
1. Pre-Arrival: Personalization Starts Before Check-in
Before a guest even steps onto the property, their journey begins. And AI plays a huge role in shaping their experience before they arrive.
AI-Powered Booking Assistance
Picture this: A guest is on your website, browsing rooms but feeling overwhelmed by choices. Instead of navigating endless pages, an AI-powered chatbot like HiJiffy or Asksuite jumps in. It asks them about their preferences – ocean view or city skyline, business trip or romantic getaway – and recommends the perfect room package.
Related: How Machine Learning Is Changing The Hospitality Industry
Predictive Pricing & Smart Offers
Platforms like Duetto use AI to analyze booking trends, competitor pricing, and even weather patterns to adjust rates dynamically. This means guests get personalized offers at just the right moment – helping hotels maximize revenue while delivering value to customers.
AI-Driven Pre-Stay Emails
AI doesn’t just help with booking – it also ensures the guest starts their journey feeling special. AI-powered tools like Revinate craft tailored pre-arrival emails based on past stays, preferences, or even local events happening during their visit. Imagine receiving an email saying, “Welcome back, Sarah! We’ve reserved your favorite poolside cabana for this weekend.” That’s AI working its magic.
2. Arrival: A Seamless First Impression
Check-in is a make-or-break moment. If it’s smooth, the guest is happy. If it’s a hassle, that’s the first impression ruined. AI ensures that first interaction is frictionless.
Mobile Check-In & Digital Keys
Guests don’t want to wait in line, especially after a long flight. AI-driven mobile check-in systems (think Marriott Bonvoy app or Hilton Honors) allow guests to bypass the front desk and head straight to their room, unlocking it with their smartphone.
Smart Kiosks for Faster Check-Ins
For those who prefer in-person service but still want efficiency, self-check-in kiosks powered by AI and facial recognition (like Yotel or CitizenM) offer a 30-second check-in experience. No fumbling with IDs, no waiting in line – just a quick scan and go.
AI-Powered Concierge for Instant Requests
Once inside the hotel, guests often have immediate needs – extra towels, restaurant reservations, or local recommendations. Instead of waiting on hold for the front desk, AI-powered concierge services like Ivy by GoMoment or Connie by Hilton provide instant answers via text or voice command.
3. Stay: Enhancing the Guest Experience with AI
Now that the guest is settled in, AI continues to shape their experience – often in subtle but powerful ways.
In-Room Smart Assistants
Hotels are increasingly integrating AI-powered voice assistants like Alexa for Hospitality or Google Nest Hub in rooms. Guests can control lighting, temperature, and entertainment with simple voice commands. No more fiddling with confusing remotes or thermostats!
Hyper-Personalized Recommendations
AI analyzes past preferences to offer customized recommendations. If a guest previously ordered a specific cocktail at the bar, an AI-driven system might suggest it again upon arrival or offer a discount for a similar drink.
At The Cosmopolitan in Las Vegas, their chatbot, Rose, provides personalized nightlife, dining, and entertainment suggestions based on guest preferences.
Related: Making Artificial Intelligence Chatbots Pay Off
AI-Optimized Housekeeping
Gone are the days of rigid housekeeping schedules. AI-driven hotel management systems, like Optii Solutions, analyze real-time room occupancy and usage patterns to send housekeeping at the most convenient times for guests – ensuring privacy while keeping rooms spotless.
Frictionless F&B Ordering
AI-powered room service apps enable guests to order food instantly without calling. Some hotels use AI to predict food preferences based on previous stays, offering a truly personalized dining experience.
4. Departure: Leaving a Lasting Impression
Just as a smooth check-in matters, a hassle-free check-out is crucial. AI ensures the process is efficient and leaves guests with a positive final impression.
Express Check-Out via AI Messaging
Instead of waiting in line, AI chatbots can facilitate express check-outs, summarizing the
guest’s bill and allowing them to review and pay digitally. Hotels like Hyatt and Marriott use AI-driven messaging systems for this.
AI-Powered Feedback Collection
AI doesn’t just help during the stay – it helps hotels improve future stays. Tools like Medallia and ReviewPro use AI sentiment analysis to analyze guest feedback in real-time, identifying trends and potential service improvements.
If a guest had a minor complaint during their stay, AI can trigger an apology email or discount offer before they even leave, improving retention and loyalty.
5. Post-Stay: Keeping the Connection Alive
The guest journey doesn’t end at check-out. AI ensures the relationship continues—encouraging repeat bookings and brand loyalty.
Personalized Follow-Ups
AI-driven CRM systems send personalized thank-you emails and tailor future promotions based on past behaviors. Instead of a generic “Thank you for staying,” AI allows messages like:
“We loved hosting you at World’s Best Resort! Next time, how about trying our new luxury spa experience?”
AI for Reputation Management
AI tools track online reviews and social media mentions. If a guest writes a glowing review, AI can trigger an automatic response or flag exceptional reviews for personal follow-ups.
Predictive Rebooking Offers
AI analyzes past stay patterns to send well-timed rebooking incentives. If a guest stays at a resort every summer, AI can send an exclusive early-bird deal just when they’re starting to plan their next vacation.
Final Thought: AI and Hospitality – A Winning Combination
AI isn’t here to replace the human touch in hospitality – it’s here to enhance it. It automates the mundane, streamlines the guest experience, and allows hospitality teams to focus on what truly matters: creating unforgettable moments.
Hotels and resorts that embrace AI aren’t losing their personal touch; they’re making more room for genuine hospitality by reducing inefficiencies. The future of hospitality isn’t less personal – it’s more personalized than ever before.
Simon Crawford Welch, Ph.D, RRP has held multiple executive roles in the vacation ownership industry ranging from President & COO, Diamond Resorts International; Chief Sales & Marketing Officer; to President, Tesoro Resorts. He currently acts as an advisor to several companies. He is the author of two recent books, both available on Amazon.com, “American Chasms: Essays on the Divided States of America”, and “The Wisdom of Pooh: Timeless Insights for Happiness & Success.”
