Humanoid Hotel Robots Spark Mixed Reactions From Guests Worldwide

HomeNews* Hotels worldwide are increasing the use of humanoid robots for guest check-in, questions, and cost savings.

• Some guests welcome robotic services, while others feel uncomfortable with lifelike machines.
• The market for hospitality robots is expected to rise from $648 million in 2024 to $2.2 billion by 2030.
• Technical issues and guest complaints have led some hotels, like Japan’s Henn-na Hotel, to reduce robotic staff.
• Industry experts highlight a shift toward AI-powered automation behind the scenes rather than solely at front desks. Hotels in major cities are deploying humanoid robots to greet guests, answer questions, and handle front desk tasks, aiming to improve efficiency and reduce staffing expenses. The trend has grown internationally and caught public attention following a viral TikTok video showing a guest’s discomfort with a lifelike robot at Japan’s Henn-na Hotel.

• Advertisement - According to a Research and Markets report, the global hospitality robot sector is set to grow quickly, with a projected increase to $2.2 billion by 2030. Current adoption is driven by demand for contactless services after the COVID-19 pandemic, rising labor costs, and a wider acceptance of robots by hotel guests.

Reactions to robots are mixed. A Boutique Hotelier survey in July 2023 found that 61% of hotel guests had positive feedback about robots, while 28.5% reported fear when served by robotic staff. Some travelers have voiced concerns about robots that look almost, but not exactly, like humans—an uneasy feeling called the “uncanny valley.” Industrial Engineering Professor Ken Goldberg told Decrypt, “I want a robot to look like a robot—it can maybe do some things, but I don’t want to confuse it with a real person.”

Henn-na Hotel in Japan, known for its use of robots, opened in 2015 with over 240 robots and minimal human staff. By 2019, technical problems and complaints caused the hotel to retire most of its robotic workforce, as detailed in The Verge. Locations in Ginza, Hamamatsucho, and other Tokyo areas still feature robot receptionists, but most staff members are now human, according to The Travel.

Other global hospitality brands, such as Marriott, Hilton, IHG, Wyndham, Aloft, Crowne Plaza, and Renaissance, have also introduced robots to deliver food and amenities.

Industry leaders note a transition towards less visible AI tools. Wyatt Mayham, CEO of Northwest AI Consulting, said “The real shift in hospitality AI is happening behind the scenes. Most hotels aren’t betting on robots to check you in. They’re putting their money into automation that actually solves day-to-day problems.” He emphasized that hotels are adopting integrated AI systems aimed at streamlining operations, not solely replacing human interaction at front desks.

Less prominent, but notable cases include the Pepper robot at the Mandarin Oriental Las Vegas, which welcomed guests before its retirement following the hotel’s rebranding.

• Advertisement - The overall shift shows hotels balancing efficiency improvements with guest comfort as automation continues to reshape hospitality services worldwide.

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