Research report2026
What Millions of Guest Interactions Reveal About AI Inside the Hotel Stay
When guests reach out to hotels, they’re asking for more than a simple reply. We analyzed 10M+ interactions across every channel to understand what guests want, which requests are most common and what the findings mean for the future of hospitality AI.
AI responses account for a guest’s unique context.
The majority of AI responses factor in the guest’s context, including reservation details, conversation history and preferences, so interactions have a personalized touch.
In most AI-powered conversations, guests ask the hotel to act on a request, not just respond with information. This requires coordination across teams and systems, beyond just a quick reply.
of requests for action are related to bookings and reservations
Forty-five percent of requests for action involve bookings or reservations. Hotels with AI-powered upselling grow ancillary revenue 54% on average in their first six months.
more likely to rate 5 stars in-stay
AI replies in a median of 9 seconds, while 25% of staff replies take 15+ minutes (and 12% take over an hour). That speed pays off: Guests answered by AI are 11% more likely to leave a 5-star rating on in-stay surveys.