89% of guests want AI working behind the scenes, not running the front desk, Mews finds

New survey data released today by Mews, the operating system for hospitality, shows that as AI adoption in hotels accelerates, guest expectations are moving the opposite way - 89% of guests want either a hybrid stay blending AI and human service or AI operating quietly in the background on repetitive tasks. Almost none want an AI-led stay. 59% of guests believe AI should take over repetitive tasks so hoteliers can instead focus on building trust with their guests. At a time when AI adoption in hotels has never moved faster, guests have never been clearer that they still want a human at the center of the stay - not at every point in it.