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 globally. The survey, which included over 500 hotel properties, found that 98% of hoteliers
have utilized AI in their operations within the last six months. AI is involved in 11 out 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 usage reported in upper-midscale, upscale, and luxury properties. Despite the widespread 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 interactions.
Why It's Important?
The integration of AI in hotel operations signifies a significant shift in the hospitality industry towards automation and efficiency. This trend is driven by the potential for AI to enhance revenue growth, which 52% of AI-proficient properties identified as their primary focus. The use of AI is expected to improve guest spending and upselling, offering a competitive edge to hotels that effectively implement these technologies. However, the preference for human-led interactions in certain areas underscores the importance of balancing technology with personal service, which remains a critical component of guest satisfaction. The survey also highlights the need for formal AI governance, as properties with established AI policies report higher trust in AI tools.
What's Next?
As the hospitality industry continues to embrace AI, the focus will likely shift towards developing AI tools that cater to the specific needs of individual properties rather than relying on industry averages. Mews is responding to this demand by developing a semantic layer to provide AI tools with access to institutional knowledge. This development aims to enhance decision-making processes by utilizing property-specific data. The topic of 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.
