What's Happening?
A recent survey conducted by Mews between December 2025 and March 2026 reveals that artificial intelligence (AI) is now widely integrated into hotel operations, with 98% of hoteliers reporting AI usage in the past six months. The survey, which included
over 500 hotel properties globally, found that AI is involved in 11 of the 19 most common hotel tasks, managing more than half of the workload in these areas. The adoption of AI spans various departments, including front office, commercial, food and beverage, and leadership, with the highest levels of use reported in upper-midscale, upscale, and luxury properties. Despite the broad adoption, 59% of hoteliers believe that the front desk welcome and check-in process should remain human-led, highlighting a preference for human interaction in certain guest services.
Why It's Important?
The integration of AI in hotel operations signifies a significant shift in the hospitality industry, aiming to enhance efficiency and revenue growth. Properties proficient in AI have reported higher outcomes in revenue, guest spending, and upselling, with 52% identifying revenue growth as the primary benefit of AI usage. However, the preference for human-led guest interactions underscores the importance of balancing technology with personal service, which remains a critical aspect of the hospitality experience. The survey also highlights a gap in AI governance, with 41% of respondents lacking a formal AI policy, which could impact trust and effective implementation of AI tools.
What's Next?
As AI continues to evolve, hoteliers are seeking solutions that cater to the specific operations of individual properties rather than relying on industry averages. Mews is responding by developing a semantic layer to provide AI tools with access to institutional knowledge currently dispersed across various systems. The ongoing discussion about AI in hospitality will be further explored at the Mews Unfold event on May 27 in Amsterdam, where industry leaders will discuss the future of AI integration and its implications for the sector.
