How do guests react to service robots?

Guest acceptance of service robots is predominantly positive but varies by context:

Studies and Practical Experience:

• 70-85% positive reactions in hotels and restaurants (curiosity, excitement, social media sharing)
• Especially popular with: Families with children, tech-savvy guests, international travelers
• More reserved among: Elderly guests and in traditional gastronomy concepts

Positive Effects:

• Increased social media presence (guests share robot experiences)
• Competitive differentiation
• Staff relief leads to better human service quality
• Consistent service quality even during staffing shortages

Challenges:

• Initial curiosity may fade (habituation after 3-6 months)
• Some guests prefer exclusively human contact
• Accessibility must be ensured (wheelchair users, visually impaired)

Best Practice: Position robots as a complement to human service, not a replacement. The combination of human hospitality and robot efficiency yields the best results.

Learn more in our knowledge article on service robots in hospitality.