An Insight to the Use of Robots in Hotels: Do Robots Meet the Expectations of Tourists?

Abstract

The use of AI in travel and tourism sector has been progressing quiet fastly. First, it was used to streamline marketing procedures, but in the present, AI technology is having an impact on every element of tourism, including welcoming visitors, providing for their requirements, listening to them and making suggestions for better decision-making which lead to enhancing personalisation, customizing consumer recommendations, and ensuring quick responses even when staff employees are not available (Dumitru, 2023). This study aims to investigate the impact of robot service on tourists. For this purpose, 5 hotels serving with robots are chosen and customer reviews on tripadvisor are analyzed with sentiment analysis. The study results point out the drawbacks, positive, negative and neutral reactions of the visitors by taking into consideration the various visitors with different needs and perceptions. This study takes attention to the impact of robots on tourists by analyzing their reviews. Besides its various benefits and contributions, AI must be handled carefully in tourism. The study results are expected to contribute to the understanding of AI in hospitality.