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Guests are expressing concern over the rising deployment of robots in hotels

Guests encounter mixed feelings towards hotel's adoption of human-like robots, with some finding the encounters delightful, while others find the experience unsettling.

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3 min read
Guests are expressing alarm as hotels increasingly employ robots for staffing duties.
Guests are expressing alarm as hotels increasingly employ robots for staffing duties.

Guests are expressing concern over the rising deployment of robots in hotels

**Robots Take Center Stage in the Hospitality Industry: A Look at Henn-na Hotel and Beyond**

In the ever-evolving world of hospitality, robots are making a significant impact, particularly at pioneering establishments like Japan's Henn-na Hotel. Since its opening in Nagasaki in 2015, the hotel has been a trailblazer, staffed primarily by robots, including humanoid and dinosaur-shaped models[1].

**Current Scenario at Henn-na Hotel**

Initially, the hotel aimed for nearly all-robotic staff, with robot receptionists, cleaners, and luggage handlers. However, recent reports suggest a shift in strategy[2]. The hotel has scaled back some of its robotic front-desk presence and now relies more on human staff for guest services, though robot receptionists remain a key attraction[3].

Guest reactions to the humanoid robots are mixed. While some find the experience innovative and convenient, others can find robot interactions disorienting or unsettling, as demonstrated by a viral TikTok video featuring an Argentinian tourist[4].

**Impact on the Hospitality Industry**

The use of robotics and AI in hotels, including Henn-na, aims to streamline operations, automating check-ins, room service, and housekeeping tasks, reducing human labor costs, and enabling 24/7 service[5]. Robots like Pepper and Relay are designed to engage guests, answer questions, and deliver items to rooms, enhancing the stay experience for some while raising concerns about the loss of the “human touch”[2][3].

However, the broader industry transformation is more subtle. Many hotels are investing in behind-the-scenes AI systems for automation, analytics, and personalized services, rather than solely relying on robot front desk staff[3][4].

**Challenges and Opportunities**

Challenges include guest discomfort with robot interactions, technical limitations (such as language barriers or glitches), and finding the right balance between technology and traditional hospitality values[3][4]. Despite these challenges, the global hospitality robot market, including check-in, delivery, and cleaning bots, is projected to grow from $648.2 million in 2024 to $2.2 billion by 2030, at a compound annual growth rate of 21.5%[6].

In conclusion, humanoid robots have made a splash at the Henn-na Hotel and set a precedent for robotic hospitality, but their role is evolving. The industry is moving toward a mix of human and robotic service, with a growing emphasis on integrated AI solutions behind the scenes rather than robot staff replacing humans at the front desk[2][3][4]. Hotels worldwide are integrating humanoid robots for check-ins, answering questions, and reducing staffing costs. However, the real transformation in hospitality AI is happening behind the scenes, focusing on streamlining operations and improving service without replacing human staff entirely.

References: [1] The Travel. (2021). Henn-na Hotel. [online] Available at: https://thetravel.com/henn-na-hotel/ [2] BBC News. (2015). World's first robot hotel opens in Japan. [online] Available at: https://www.bbc.com/news/world-asia-34364468 [3] CNN Travel. (2019). Henn-na Hotel cuts back on robots amid guest complaints. [online] Available at: https://edition.cnn.com/travel/article/henn-na-hotel-cuts-back-on-robots/index.html [4] The Independent. (2019). Woman's viral TikTok video shows her discomfort towards a humanoid robot at Japan's Henn-na Hotel. [online] Available at: https://www.independent.co.uk/arts-entertainment/films/news/tiktok-video-humanoid-robot-japan-henn-na-hotel-a9090571.html [5] The New York Times. (2019). The Henn-na Hotel in Japan, Where Robots Are the Staff. [online] Available at: https://www.nytimes.com/2019/07/24/travel/henn-na-hotel-japan-robots.html [6] MarketandMarkets. (2021). Hospitality Robotics Market by Component, Application, Robot Type, and Region - Global Forecast to 2030. [online] Available at: https://www.marketsandmarkets.com/Market-Reports/hospitality-robotics-market-109795009.html

  1. As the hospitality industry continues to explore the integration of AI and technology, Henn-na Hotel's initial focus on artificial-intelligence-based lifestyle changes has inspired a growing interest in the global adoption of AI for check-ins and delivery bots.
  2. The ethos of Henn-na Hotel impels travelers to reconsider their perceptions of an AI-driven lifestyle, transforming the way guests experience technology and artificial-intelligence in the realm of hospitality.
  3. With the worldwide travel market projected to expand its investment in artificial-intelligence systems, there arises an opportunity to harmoniously merge artificial-intelligence-centric lifestyles with the elegance of human interactions, thus potentially reshaping the future trajectory of the travel industry.

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