A new survey from Mews shows 98% of hoteliers have used AI across their operations in the last six months. On average, AI is involved in 11 of the 19 most common hotel tasks and handles more than half the workload in those tasks. Adoption spans front office, commercial, food and beverage and leadership functions, and is highest among upper-midscale, upscale and luxury properties.
Despite widespread adoption, 59% of hoteliers say front desk welcome and check-in should remain human-led. The finding is most pronounced among properties already using AI extensively.
The Mews Hotelier Survey 2026 was conducted between December 2025 and March 2026 across more than 500 properties globally. Key findings include: 92% of hoteliers are optimistic about AI in hospitality; 83% trust AI tools to support decision-making; and 41% have no formal AI policy in place. Properties with a formal AI policy report 92% strong trust in AI, compared to 49% among those with no guidelines.
Among the most AI-proficient properties, 52% identify revenue growth as the primary outcome they want AI to support, ahead of efficiency or cost reduction.
“The data tells a consistent story: hoteliers are optimistic about AI and willing to use it broadly, but they are also precise about its role,” said Wouter Geerts, director of market research at Mews. “Comfort with AI goes up with experience, and so does the conviction that certain guest moments should stay human. That is not resistance to AI. It is a mature understanding of what it is for.”
“Hotels have spent the last few years getting the operational foundations right. What we are seeing now is a shift in how hoteliers think about AI,” said Matt Welle, CEO of Mews. “The question is no longer whether to use it, but where it creates the most value. And that requires AI that understands how a specific property works. That is what we are building with the semantic layer: a foundation that gives every AI tool the context it needs to act correctly for that hotel, not just for hotels in general.”