Hospitality Robot Market to Surge 100% by 2030 Driven by Post-COVID Demand

Hotels worldwide are increasingly integrating humanoid robots into their operations to handle tasks such as guest check-ins, answering inquiries, and reducing staffing expenses. This trend, however, has sparked mixed reactions from travelers, with some embracing the high-tech experience while others feeling uneasy, particularly when robots appear too human-like.

A viral TikTok video from Japan’s Henn-na Hotel captured a woman’s nervous reaction as she backed away from a humanoid robot during check-in. The video highlighted a deeper concern: the unsettling feeling that arises when robots closely resemble humans, a phenomenon known as the “uncanny valley.” This eerie sensation occurs when machines look and behave almost like people but fall short of being fully human.

Despite technical issues and guest complaints, the hospitality robot market is experiencing significant growth. A recent report projects that the global market for hospitality robots, including check-in, delivery, and cleaning bots, will surpass $2 billion by 2030. This surge is driven by post-COVID demand for contactless services, rising labor costs, and greater consumer acceptance of robotic staff.

Major hotel chains such as Marriott, Hilton, IHG, Wyndham, Aloft, Crowne Plaza, and Renaissance have already begun incorporating robots into their services. These robots are tasked with delivering room service, amenities, and food to guest rooms. For instance, the Mandarin Oriental Las Vegas introduced a 4-foot-tall robot named Pepper in 2017, which served as a “technical ambassador” by greeting guests, answering questions, and occasionally dancing. However, Pepper was eventually retired after being damaged by visitors.

While humanoid robots attract attention with their lifelike appearances, experts suggest that the real transformation in the hospitality industry is more subtle. Wyatt Mayham, CEO of Northwest AI Consulting, notes that the shift is happening behind the scenes, with hotels investing in integrated AI systems to solve day-to-day problems and improve operational efficiency. This trend reflects a broader movement within the industry towards automation and leaner operations without compromising service quality.

For now, robot receptionists remain employed at the Henn-na Hotel, but recent reports indicate that the hotel’s staff is predominantly human. This suggests that while robots are being utilized, the industry is still navigating the balance between technological innovation and maintaining the human touch that has long been a hallmark of hospitality.