89% of Hotel Guests Want AI Limited to Background Tasks, Survey Finds
New York – – October 07, 2026 -- A global survey of 3,250 travelers finds 89% want either a hybrid stay blending artificial intelligence and human service or AI confined to background tasks, with almost none favoring an AI-led experience, according to data released by hospitality platform Mews.
Guests reject full automation even for routine tasks
Human staff were preferred over AI at all nine touchpoints tested in the study, including arranging taxis -- the most automatable task surveyed -- where 44% of respondents chose a human versus 28% who chose AI.
The preference for human service intensifies as tasks require judgment or trust: 72% of guests want a human for bar and restaurant service, 66% for front desk welcome, and 58% for check-in and key handover. Room service orders showed the closest split, with 50% preferring a human and 23% opting for AI.