March 3, 2026Open Access

AI Chatbots in Hospitality: The Critical Role of Human Oversight in Guest Satisfaction

Key Points

Guest satisfaction improves with human oversight in AI chatbot interactions, enhancing trust and service quality.
The study highlights the limitations of AI chatbots, which may not fully meet guest needs without human intervention.
Operational benefits of AI in hospitality are evident, yet effective service recovery often requires a human touch.
The role of human oversight is critical, suggesting that a balance between technology and personal interaction is vital.

Abstract

This paper is a preprint and has not undergone peer review.It is shared to encourage academic discussion and feedback.A revised and peer-reviewed version is intended for submission to an academic journal. The study examines the use of AI-powered chatbots in hospitality, highlighting their operational benefits, limitations, and the critical role of human oversight in ensuring guest satisfaction, trust, and effective service recovery.

AI Chatbots in Hospitality: The Critical Role of Human Oversight in Guest Satisfaction

Key Points

Abstract

Cite This Study