Mews released survey data showing that 89% of guests want either a hybrid stay that blends AI and human service or AI operating in the background on repetitive tasks. Almost none want an AI-led stay.
The survey took place in July 2026 and covered 3,250 travelers in France, Germany, Italy, the Netherlands, Spain, Sweden, the U.K. and the U.S.
Humans were preferred over AI at all nine touchpoints tested. For arranging taxis, the most automatable task tested, 44% of guests chose a human and 28% chose AI. Room service orders came close to an even split, with 50% choosing a human and 23% choosing AI. Preference for a human was higher for bar and restaurant service (72%), front desk welcome (66%) and check-in and key (58%).
Other findings:
- 75% of guests say good hospitality depends on human staff, regardless of the technology behind it.
- 59% believe AI should take over repetitive tasks so hoteliers can focus on building trust with guests.
- 67% would worry about staff losing their jobs to AI.
- 51% disagree that they wouldn’t care if a hotel cut staff to adopt AI.
“Guests are telling us exactly where they want AI and where they don’t,” said Richard Valtr, founder of Mews. “The hotels that win this next decade won’t be the ones that automate the most. They’ll be the ones whose systems are unified enough that AI can actually deliver a new way of operating, and where staff can get back to providing a genuine human experience.”
Mews said the data points to automating routine work so staff have more time for guest interactions that need a person. Examples include automated check-in and check-out, AI-driven upsells and room personalization, and real-time translation and guest messaging for routine questions. Behind-the-scenes work such as pricing, housekeeping coordination and reporting is also named.
If you want to read more on Mews and how it’s shaking up hotel technology, check out this feature on Mews’ chief technology officer, Josef StarĂ˝chfojtĹŻ, who was recently featured by HOTELS Magazine in its Top Talent Awards, which highlighted his eight years at Mews, from software engineer to leading product and technology for a platform serving more than 15,000 customers across 85 countries.
