Balancing AI and Human Touch in Hospitality: Hoteliers Opinions

“AI can significantly enhance the hospitality experience by personalizing guest services and improving operational efficiency by analysing guest preferences and past behaviour. It enables smart recommendations, voice-activated room assistants, and predictive services based on guest history. Chatbots and virtual concierges offer 24/7 support, while AI translation tools aid communication with international guests as well by interacting in multiple languages. Operations benefit from automated check-in/out, optimization of housekeeping, and efficient staff scheduling. AI also drives revenue through dynamic pricing, personalized upselling of various products such as Saloon and SPA services, and targeted promotions. In terms of safety, facial recognition and anomaly detection boost security. AI can also be used for concierge services and predictive maintenance. Overall, AI has the potential to transform experience of hospitality sector into a more responsive, efficient, and guest-centered experience.”

Roop Partap Choudhary, ED, Noormahal Group and Founder of Colonel Saab, London. 

AI is already enhancing service levels in the hospitality industry without replacing the invaluable human connection. The  technology available today is helping streamline processes, optimize booking patterns, and provide data-driven insights, allowing our artisans to make genuine connections and curate personalized experiences. At Araiya Hotels, we view AI as a powerful tool that allows our team to focus on what truly matters - creating memorable experiences for our guests. Automating routine tasks gives us more time to understand our guest’s needs and tailor our services. AI can analyze trends and predict guest behaviors, allowing us to be proactive in our offerings. This synergy between technology and human interaction will lead to greater process efficiencies and guest satisfaction. Ultimately, the goal is to enhance the guest experience, ensuring that every stay is not just a visit, but a memorable one. At Araiya Hotels, we believe that AI is helping us elevate our human interactions.

Amruda Nair, Founder & CEO, Araiya Hotels

AI can enhance hospitality, but it can’t truly replace humans — especially in an industry built on warmth, care, and personal connections.

For example, AI can help speed up check-ins, answer basic guest questions, or handle bookings faster and more accurately. It can make things more convenient for guests and free up our teams from repetitive tasks.

But when it comes to genuine smiles, heartfelt welcomes, or going out of the way to make a guest feel special — that’s something only people can do. True hospitality is about emotions, understanding, and those little personal touches that no machine can replicate.

So yes, AI can make our work better and easier — but people will always be at the heart of great hospitality.

Pradipt Sinha, General Manager, Holiday Inn Agra 

In my opinion, AI will definitely enhance hospitality, but it can never replace the human touch that defines this industry. At its heart, hospitality is about people — understanding their needs, making them feel welcome, and creating memorable experiences. These emotions and personal connections can’t be fully replicated by machines or algorithms.

However, AI brings powerful tools that help us serve guests better and more efficiently. For example, by analysing guest reviews, preferences, and past behaviour, AI can provide valuable insights that help our teams personalise services even before the guest arrives. From knowing a guest prefers a quiet room on a higher floor to remembering their favourite breakfast item — this kind of thoughtful detail adds real value to the guest experience.

AI also helps streamline operations behind the scenes, allowing our staff to focus more on interacting with guests rather than spending time on repetitive tasks. It's about working smarter, not replacing people.

So, while AI is a great enabler, the soul of hospitality will always lie in human connection. With the right balance, AI can elevate our service standards and empower our teams to create deeper, more personalised guest experiences.

Suraj Kumar Jha, General Manager – Crowne Plaza Ahmedabad

The hospitality industry thrives on warmth, empathy, and human connection, qualities no algorithm can fully replicate. Artificial Intelligence is undoubtedly revolutionising the way we operate, from personalised guest experiences to predictive maintenance and efficient resource management. But will it replace humans? I firmly believe it will not.

AI should be viewed not as a threat, but as an enabler. Chatbots can streamline inquiries, but they cannot replace the genuine smile at a front desk. Data can predict preferences, but it takes human instinct to anticipate unspoken needs. AI can assist in making service faster and more accurate, allowing our associates to focus more on emotional engagement and storytelling, where the real magic of hospitality lies.

At its best, AI complements human effort. It helps us work smarter, not less human. The future of hospitality is not man versus machine but man with machine. The heart of this industry will always beat to the rhythm of human care, and technology should only strengthen that pulse.

So no, AI will not replace us. But in the hands of thoughtful hoteliers, it will absolutely enhance us.

Manoj Jangid - General Manager, Fairfield by Marriott Kolkata

At JW Marriott Kolkata, we believe that AI is a powerful enabler—not a replacement—for human hospitality. Technology has transformed the way we operate, from enhancing guest preferences through data to streamlining backend efficiencies. AI tools help us personalise experiences at scale, automate repetitive tasks and respond faster to guest needs.

However, hospitality is ultimately a human art—it’s about empathy, intuition and personal connection. A warm smile, an instinctive gesture or a story shared over dinner can’t be replicated by algorithms. Our guests don’t just seek service; they seek a sense of being cared for.

The future lies in finding the right synergy, where AI handles the functional, and people deliver the emotional. At JW Marriott Kolkata, we’re committed to blending innovation with genuine human interactions to create experiences that are both efficient and heartfelt. AI can elevate hospitality, but it’s our people who give it soul.

Sunil Kumar, General Manager, JW Marriott Kolkata

Artificial Intelligence (AI) is rapidly transforming the hospitality industry, but rather than replacing humans, it is more likely to enhance their roles. AI-powered tools can streamline operations, improve efficiency, and personalize guest experiences. For example, chatbots can handle basic customer inquiries 24/7, while AI-driven data analysis helps hotels anticipate guest preferences and personlize services accordingly. However, the essence of hospitality lies in human warmth, empathy, and personal interaction; qualities that machines cannot fully replicate. While AI can automate routine tasks like check-ins, room service requests, or housekeeping schedules, it cannot replace the emotional intelligence and intuitive service that hospitality professionals provide. The future of hospitality will be a blend of both: AI managing repetitive, data-driven tasks, while humans focus on creating meaningful guest interactions. This partnership allows team to dedicate more time to personalized service, ultimately enhancing the guest experience. Rather than a threat, AI should be seen as a tool that empowers hospitality professionals and raises service standards.

Anant Leekha, General Manager, Novotel Pune Nagar Road

In today’s world of self-check-ins, AI chatbots, and smart rooms, it’s easy to forget the one thing that truly defines hospitality is people.

While technology has made operations smoother and more efficient, it’s the human touch that turns a hotel stay into a lasting memory. A warm smile at the front desk, a thoughtful gesture by housekeeping, or a server who remembers your coffee order these are the moments that guests carry with them long after checkout.

As hoteliers, we often talk about personalization, but algorithms can only go so far. It’s our people who read between the lines, understand emotions, and adapt in real time. That empathetic instinct, to sense when a guest needs comfort or space can’t be programmed.

Hospitality is, at its core, a people-first business. Guests may not always remember the room layout or Wi-Fi speed, but they’ll never forget how someone made them feel. It’s that personal connection that creates loyalty, not points or perks, but genuine care

This is especially true in luxury hospitality, where expectations go beyond comfort and enter the realm of emotional connection. Guests today don’t just want a room; they want to be seen, heard, and cared for. That comes from genuine human engagement.

Moreover, hospitality is also about culture and our teams are our storytellers. They bring local flavor, traditions, and warmth that no app can replicate.

So while we embrace innovation, let’s never forget that it’s our people who are the real difference-makers. Because in the end, hospitality isn’t just about service, it’s about connection. And that will always begin with a human touch.

Rahul Janve, General Manager, Courtyard by Marriott Mahabaleshwar

“As a General Manager, I firmly believe that AI is here to enhance, not replace human interaction. While Artificial Intelligence brings efficiency, accuracy, and convenience to many aspects of hotel operations, from reservations to housekeeping management, the essence of hospitality lies in empathy, emotional intelligence, and authentic human connection - qualities no machine can truly replicate. Guests may appreciate automated check-ins, but it's the warm welcome, personal touch, and genuine care from our staff that create memorable experiences.

AI should be viewed as a supportive partner, not a substitute. By integrating smart technologies while nurturing our human workforce, we can elevate service standards and meet evolving guest expectations. The future of hospitality is not AI versus humans—it's AI and humans, working together to deliver exceptional service.” –

Anurag Rai, General Manager, Holiday Inn New Delhi Mayur Vihar Noida

“The scenario of whether Artificial Intelligence will enhance or replace humans in hospitality is both timely and thought-provoking. In my considered view, AI can never supplant the innate human spirit that defines our industry — but it undoubtedly holds vast promise to refine, augment, and future-proof it.

Across the globe, pioneering hotels are deploying AI to curate hyper-personalised experiences, anticipate nuanced guest preferences, and ensure frictionless journeys — from intelligent check-ins to responsive in-room technologies. While our own foray into AI has thus far focused on marketing and digital engagement, I am convinced that thoughtful, ethical integration of AI into the guest experience will soon become an industry imperative rather than a differentiator.

Nevertheless, it is vital to remember that algorithms can process data, but they cannot replicate emotional intelligence, cultural understanding, or the warmth of a genuine smile. The true art of hospitality will always reside in people — meanwhile using AI as an enabler, never a replacement.

The future, therefore, does not lie in choosing between man and machine — but in orchestrating a symphony where technology empowers human talent.”

MAHESH PADALA, General Manager, Courtyard by Marriott Madurai

"At Karma Lakelands, we see AI as a powerful support system—not a substitute—for human hospitality. Technology can make us faster, smarter, and more efficient, but the true essence of hospitality lies in human warmth, empathy, and intuition. It’s found in thoughtful gestures, in anticipating a guest’s needs, and in making people feel truly seen and valued. From streamlining operations to personalising guest experiences, AI allows us to automate repetitive tasks—freeing our teams to focus on what truly matters: meaningful human connection. We're adopting AI thoughtfully, using it to elevate service standards while remaining deeply rooted in our people-first philosophy. Because at the end of the day, great hospitality isn’t just about serving guests; it’s about making them feel remembered. And that’s something only humans can truly master."

Akash Roy Saigal, General Manager, Karma Lakelands

At DoubleTree by Hilton Goa – Panaji, we view artificial intelligence not as a disruptor, but as a catalyst—one that expands the scope and efficiency of service delivery, while reinforcing what remains at the heart of our industry: authentic, human hospitality.

In today’s evolving travel landscape, the modern guest seeks both personalization and speed—and this is where AI truly excels. Hilton’s digital tools such as Digital Key, Connected Room technology, and the Hilton Honors app bring convenience directly to the guest experience. Whether it’s unlocking a room with a smartphone, customising in-room settings ahead of arrival, or receiving intelligent, AI-curated recommendations based on past preferences, technology is now deeply embedded in creating a smoother, more intuitive stay.

Beyond in-room convenience, AI is transforming how we communicate. Tools like Kipsu, Hilton’s WhatsApp-based messaging technology, enable us to engage with guests even before they arrive—understanding their needs, addressing requests, and building rapport from the very first interaction. Digital innovations such as mobile check-in and contactless service options allow for greater autonomy, all while maintaining the warmth and attentiveness of human interaction.

At DoubleTree, we believe technology should never replace the human element—it should support and elevate it. We see AI not as competition, but as a strategic co-pilot. It handles the behind-the-scenes logistics, giving our team more time to focus on what truly matters: connecting with guests, showing empathy, and crafting experiences that leave a lasting impression.

“There’s no doubt AI is going to reshape the landscape of hospitality—from how guests discover us online to how we fine-tune personalization during their stay,” says Harshad Nalawade, General Manager, DoubleTree by Hilton Goa – Panaji. “We see it as an opportunity, not a threat. AI will continue to streamline operations and enhance convenience, but the heart of hospitality still beats in human connection. Technology may take over the process, but it’s our people who create emotional value—and that’s something no machine can replicate.”

Harshad Nalawade, General Manager, DoubleTree by Hilton Goa, Panaji

In an age where automation is transforming industries, hospitality must balance efficiency with empathy. At Pullman Chennai Anna Salai, this balance is at the forefront. The hotel has embraced AI to boost responsiveness and intelligence—but its heart remains deeply human.

AI is a powerful ally in modern hospitality, but it will never replace the human soul of service, At Pullman Chennai, AI sharpens our performance—but people remain the essence of every guest experience. AI is embedded across departments—from marketing, where it supports ideation and strategic positioning, to sales and revenue, where it enables dynamic pricing and demand forecasting. In food & beverage, it helps conceptualize menus and refine pricing.

Yet, What makes hospitality memorable isn’t speed or data—it’s the emotional intelligence of our team . A warm smile at reception or a thoughtful gesture during a celebration—that’s what guests remember.

A LEED Gold-certified hotel, Pullman Chennai blends digital tools like paperless check-ins and AI insights with intuitive, lifestyle-led service.

AI helps us understand our guests. But it’s our people who make them feel truly welcome. That’s irreplaceable.

Vinodh Ramamurthy, General Manager, Pullman Chennai.

“AI should not be viewed as a replacement for human hospitality, but rather as a strategic enabler of it. True luxury remains personal, intuitive, and profoundly human qualities that AI alone cannot replicate. When integrated thoughtfully, AI enhances service delivery by streamlining operations, anticipating guest preferences, and handling routine interactions efficiently.

By automating repetitive tasks, AI allows hospitality professionals to focus on what matters most: creating genuine, memorable experiences through meaningful human connection. In an industry built on empathy, cultural awareness, and emotional intelligence, these human qualities remain irreplaceable.

The role of AI is to support, not substitute, the human touch that defines exceptional hospitality. The future is not about choosing between people and technology but about harmonizing both. A human-led, tech-enabled approach will set new benchmarks for service excellence in luxury hospitality”.

Digvijay Singh, General Manager, Conrad Bengaluru.

At Radisson Blu Pune Hinjawadi, we believe that hospitality is and will always be about the human touch. Genuine care, empathy, and emotional connection form the heart of memorable guest experiences. That said, artificial intelligence can be a powerful enabler. When used right, AI helps us anticipate guest needs, personalize services, and streamline operations—allowing our teams to focus more on engaging meaningfully with guests. It’s not about replacing people; it’s about supporting them with smart tools that elevate service standards. We use AI to enhance, not overshadow, the human element. Whether it’s quick check-ins, personalized recommendations, or timely responses, AI adds value by making interactions more efficient and tailored. But ultimately, it’s the warmth, attentiveness, and intuition of our people that leave a lasting impression. Striking the right balance between technology and human hospitality is the key—and that’s what we strive for every day.”

Amit Raman, General Manager, Radisson Blu Pune Hinjawadi

Absolutely, AI has the potential to enhance hospitality in incredible ways, but not replace the human touch that defines it.

At The Orchid Hotel, Chandigarh, we see AI as a tool that can help us serve our guests better and faster. From smart check-ins to analyze guest preferences and booking history , leading to increased guest engagement and loyalty and even helping guests discover local experiences, AI adds efficiency and convenience. It lets our team focus more on personalizing experiences rather than being bogged down by routine. But at the heart of hospitality is human connection. No algorithm can replace the warmth of a genuine welcome, the empathy in resolving a guest’s concern, or the joy of remembering a returning guest’s preferences. These are things only humans can truly deliver.

So yes, AI is here to stay, and we’re excited to embrace it. But in our industry, it's not about man versus machine—it’s about man with machine. Technology will support us, not replace us. The future of hospitality is smart, but most importantly, still deeply human.

Devinder Walia, GM at The Orchid Hotel, Chandigarh

There’s no denying that AI is becoming an integral part of how industries function today and hospitality is no different. From streamlining operations to enhancing guest communication, technology is gradually reshaping the way we work. Tools like chatbots now help manage basic queries and ensure quick responses, which certainly improves efficiency.

But at its core, hospitality is still and always will be a people-first business. No matter how smart the system, it can’t match the warmth of a genuine smile at check-in, a team member remembering your coffee preference, or a heartfelt local recommendation. These moments of human connection are what guests truly remember.

In my view, AI is best seen as a support tool. It can take care of repetitive tasks, freeing up our teams to do what they do best, create memorable experiences and connect with guests in meaningful ways.

So yes, AI can absolutely elevate hospitality. But replace the human touch? Not a chance. That’s the soul of this industry and always will be.

Lokesh Pandey, General Manager, Kamat Hotels India ltd., Ira by Orchid Noida

AI is transforming hospitality by enhancing efficiency and personalisation, but in my opinion, it’s not here to replace the human touch—it’s here to support it. 

With the ability to analyse guest data, AI can detect preferences, past behaviours, and trends, allowing hotels and restaurants to offer tailored experiences. 

For example, AI can assist in reservations and answering guest queries, recommend meals, or sync loyalty programs across properties, create a seamless and personalised journey, perform predictive and preventive maintenance, and contactless ID verification. Operations become smoother, efficient and guests feel recognised without needing to repeat their preferences.

However, while AI excels at syncing data and optimising service delivery, it still lacks the emotional intelligence to create deep, genuine connections. 

Hospitality is built on warmth, care, and spontaneous human interaction—qualities machines have yet to master.

The future of hospitality lies in a balance: using AI to empower staff and elevate service, while letting humans focus on what they do best—creating meaningful, memorable experiences through real human connection.

Eventually, everything connects - people, ideas, objects. The quality of the connections is the key to quality per se."

This emphasises the importance of human connection and how travel can facilitate those connections. 

Malvika Sahay, Director of Operations - The Westin Mumbai Garden City

Artificial intelligence is not here to replace hospitality, but to enhance it. When rooted in personalised service and thoughtful experiences, AI becomes a powerful enabler—elevating offerings, supporting teams, and enriching every aspect of the guest journey.

The hospitality landscape is evolving rapidly. Today’s guests value speed, convenience, and seamless interactions—needs that AI is uniquely positioned to meet. From smarter booking systems to advanced guest profiling, AI enables us to anticipate preferences even before arrival. This helps us tailor experiences—whether it's pre-setting in-room amenities, designing custom itineraries, or accommodating dietary requirements—with greater precision and thoughtfulness.

Yet, what truly defines a stay at our resort is the human connection: a warm smile at check-in, a heartfelt story shared by our chef, or a team member making a special moment unforgettable. These are the experiences that no algorithm can replicate—born from empathy, intuition, and a genuine desire to care.

AI also offers tools that allow guests to visualise and engage with the property before they even arrive, building familiarity and excitement. But once on-site, it’s the warmth of our service and the natural beauty surrounding them that leaves a lasting impression.

Ultimately, at Radisson Blu Plaza Resort Karjat, we don’t see the future of hospitality as a choice between technology and people. Instead, it’s about balance—letting AI manage operational efficiency, while our team focuses on creating emotional, meaningful experiences. The future lies not in man versus machine, but in their collaboration—where innovation meets heart to deliver hospitality that is both seamless and soulful.

Sanket Sinkar, Director of Operations, Radisson Blu Plaza Resort & Convention Centre, Karjat

At Sheraton Grand Palace Indore, a property known for hosting unforgettable weddings and grand celebrations, we believe hospitality is all about human connection. Especially in a wedding-dominant hotel like ours, where emotions run deep and every celebration is a once-in-a-lifetime moment, the personal touch is irreplaceable.

That said, AI is a powerful ally. It can enhance the guest journey by offering personalization, efficiency, and creative support—from curating innovative event themes to anticipating guest preferences. But while AI can assist, it can never replace the warmth of a genuine smile, the reassurance of a thoughtful gesture, or the intuition that only experienced hospitality professionals bring.

In essence, AI can elevate hospitality, but it cannot replace the heart of it—the people. We see AI as a creative and operational partner that supports our teams so they can focus on what matters most: creating meaningful, emotional, and unforgettable guest experiences.

Seema Taj, Director of sales & Marketing, Sheraton Grand Palace Indore

AI is here to assist, not replace the human touch in hospitality. At Hilton Mumbai, we believe that hospitality is, at its core, a human experience. It’s the warmth in a greeting, the intuition to know when a guest needs something without them asking, the smile that makes someone feel at home. No technology—no matter how advanced—can replicate that emotional connection.

That said, AI can absolutely enhance how we deliver those moments. Whether it's using guest preferences to personalize a stay, streamlining check-ins, or helping our teams be more efficient behind the scenes, AI allows us to serve better—not less.

The magic happens when humans and technology work hand in hand. AI handles the tasks; our people deliver the care. That balance is what creates truly memorable stays. In the future of hospitality, heart and innovation must go together.

Arvind Kewalchand , Director – Marketing & Communications, Hilton Mumbai International Airport

At Al Habtoor Palace, we embrace innovation as a complement to—not a replacement for—the human touch. Our guests choose us not just for convenience, but for the warmth, intuition, and thoughtful gestures that define true luxury. Technology, including AI, can support us behind the scenes—enhancing efficiency, anticipating guest preferences, and streamlining requests.

 

But the essence of hospitality remains deeply human. It’s in a butler preparing your preferred tea without being asked, a concierge crafting unforgettable moments, or a receptionist greeting you by name. These quiet, personal touches are the soul of Al Habtoor Palace.

 

We welcome technology when it empowers our people to shine even brighter. To us, the future of hospitality lies in perfect harmony: human presence for connection, AI precision for support. Together, they create seamless, heartfelt experiences our guests remember long after they leave- 

Hadi Pirzada, Complex Director of Sales & Marketing, Al Habtoor Palace

''The future of travel is shaped by rising expectations for personalization, wellness, and sustainability. Guests now seek immersive, experience-driven stays over standardised services. AI plays a vital role in this shift—refining guest profiling and enabling hyper-personalised experiences tailored to individual preferences. From seamless check-ins to curated wellness offerings, AI has the power to elevate service quality, but it cannot replicate human warmth and intuition.

Wellness is no longer an add-on; it's a lifestyle. Properties that offer holistic, rejuvenating experiences are becoming the preferred choice. At the same time, sustainability continues to be a defining factor. Today’s traveller prioritises meaningful connections and eco-conscious decisions over opulence.

Flexibility is also key—future guests will expect bespoke, à la carte options that reflect their unique needs.

The answer lies in balance. AI will not replace hospitality professionals—it will empower them to deliver more intuitive, thoughtful, and memorable guest experiences.''

Gourav Deb, Chief Of Operations, Niraamaya Life

AI Won’t Replace Humans in Hospitality, It Will Elevate Them

Imagine a guest journey where facial recognition speeds up check-ins, predictive analytics tailor every stay to personal preferences, and voice assistants respond to routine queries instantly. At Balaji Sarovar Premiere, Solapur, we see this future not as a replacement for people but as a powerful support system that allows our team to be more present, more thoughtful, and more human.

As the HR Manager, I witness firsthand how AI is transforming talent engagement. From intelligent recruitment tools that assess emotional intelligence to adaptive learning platforms that personalize training, AI is helping us build a workforce that is not just skilled but deeply connected to the values of care and hospitality.

Hospitality will always be about people. AI simply enables us to deliver exceptional service with greater efficiency and empathy. It helps our teams focus on what truly matters, creating meaningful guest experiences with warmth, creativity, and genuine human connection.

The future isn't about choosing between humans and AI; it's about embracing a world where both work together seamlessly.

Nilganga Shinde, HR Manager, Balaji Sarovar Premiere, Solapur

AI in hospitality is an exciting topic because it brings us back to what really matters: balancing innovation with the warmth and care that define our industry. From a marketing perspective, I don’t see AI as something that will replace people — I see it as something that can genuinely enhance how we connect with our guests.

Today, guests expect seamless, personalized experiences. AI helps us deliver that in smarter ways — whether it’s understanding guest preferences, anticipating needs, or responding faster to requests. For us at Novotel Mumbai International Airport, it means we can spend less time on repetitive tasks and more time doing what truly makes a difference — building real human connections.

One of the most powerful aspects of AI is how it empowers our Heartists. For example, when AI tools provide insights into a guest’s likes and dislikes, our team can personalize each interaction in a way that feels natural and thoughtful. It’s not about replacing smiles with screens — it’s about freeing up our people to add those special touches that no machine can replicate.

Of course, we need to be mindful. Hospitality is built on trust and emotion, not just data points. While technology can enhance efficiency, the magic still comes from our people. That’s why at Novotel, our CARES philosophy — where the ‘E’ stands for Empowerment of Heartists — is so important. It reminds us that people are at the heart of what we do, and AI should support them, not overshadow them.

I truly believe the future lies in getting this balance right. Guests will always remember a warm smile, a thoughtful gesture, or an unexpected moment of care — not just a quick chatbot reply. When we use AI as a tool to amplify our human strengths, we can deliver experiences that are both efficient and deeply personal.

So, can AI enhance hospitality? Absolutely — as long as we keep people and genuine care at the centre of it all.

Tanvi Bhamare, Marketing Manager, Novotel Mumbai International Airport

AI will undoubtedly enhance hospitality—but it will never replace the human touch that defines it. From anticipating guest preferences to streamlining operations, AI allows hotel teams to deliver smarter, faster, and more personalised experiences. Chatbots can handle simple queries, predictive tools can optimise room service or housekeeping, and data can help us understand guests more deeply than ever before. But even the most advanced system cannot replicate a heartfelt conversation, a warm smile, or the intuition of a seasoned hospitality professional.

At its best, AI will work quietly in the background—removing friction, reducing response times, and empowering teams to be more available for what truly matters: meaningful human connection. Technology can support hospitality, but it cannot embody it. In a world increasingly run by algorithms, it is the human instinct to care, anticipate, and empathise that guests will always remember.”

Saniya Sood, Public Relations Manager, WelcomHotel by ITC Hotels, Bengaluru

In a world increasingly driven by technology, AI has indeed carved a space in hospitality—but not to replace, rather to refine. At Alila Fort Bishangarh, a 235-year-old warrior fort turned experiential retreat, we see AI as a silent collaborator. It helps us understand guest preferences better, tailor experiences more intuitively, and ensure seamless communication behind the scenes. But the heart of hospitality—warmth, empathy, storytelling can never be coded.

You cannot replicate the sparkle in a leisure concierge’s eye while narrating a local legends, the touch of folded hands in a village home, or the joy of watching a guest marvel at a hand-woven carpet, or a starlit dinner at Nazaara. These are the moments that linger. AI enhances efficiency, but it’s the human touch that evokes emotion. The future of hospitality lies in this balance—where data powers precision, but people power the soul.

Shiv Singh, Asst. Marketing Manager, Alila Fort Bishangarh