Hotel Guests Prefer AI Behind the Scenes, Mews Survey Finds

Oct 8, 2026
A Mews survey of 3,250 travelers found that 89% prefer a mix of AI and human service or want AI limited to repetitive hotel tasks.

Mews said in a press release that 89% of surveyed travelers prefer a mix of AI and human service or want AI limited to repetitive hotel tasks. The survey covered 3,250 travelers across eight countries in July 2026.

Three quarters of respondents said good hospitality depends on human staff, regardless of the technology supporting them. Another 59% said AI should handle repetitive tasks so hotel employees have more time to build trust and rapport with guests.

Respondents preferred people at all nine hotel touchpoints tested. Human service received the strongest preference at bars and restaurants, at 72%, followed by the front desk welcome at 66%, and check in and key collection at 58%. Even for arranging taxis, 44% preferred a person while 28% preferred AI.

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