Overstandardization AI often pushes efficiency and uniformity. This risks making guest experiences feel too generic and reducing the uniqueness of boutique or culturally rich stays. Bias & Unintended Discrimination AI systems trained on biased data may unintentionally treat guests differently based on accent, language, or demographic. This could harm inclusivity and brand image. Reliability Issues AI depends on stable connectivity and power. System failures (like a crashed check-in kiosk) can disrupt service and create chaos, especially during peak times. AI should be used as a supporting tool rather than a replacement for human hospitality. The challenge is keeping the balance between efficiency and human warmth.
December 2-3, 2025 Javits Center, NY
HOSPITALITY NEWS SEPT | Page 09
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