The key to AI implementation is smoother response rather than customer experience! Survey on the adoption of AI in hotels and lodging facilities

NASII Corporation (Headquarters: Hachioji, Tokyo) conducted a survey of men and women over 20 years old on their attitudes toward the introduction of AI in hotels and lodging facilities.

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◆Survey period: February 23, 2026

◆Survey target: 300 men and women aged 20 to 80 nationwide (209 men and 91 women)

◆Survey method: Internet

◯Results Topics

Respondents were rather favorable to the use of AI in hotels and lodging facilities.

・What they would like AI to improve are reservations, cancellations, check-in and check-out operations, etc.

Improvements desired with the introduction of AI include shorter waiting times, more accurate responses, and 24-hour support.

In terms of AI and human response, human response is basically preferred, but a combination of AI and human response is also acceptable.

The level of favorability of hotels that use AI cannot be said either way.

◯Considerations

Guests are neutral about the use of AI by hotels and lodging facilities, and do not necessarily have a positive preference. However, they are open to the use of AI in parallel with human assistance for tasks such as reservation/cancellation, check-in and check-out, from the perspectives of shorter waiting time, accuracy, and 24-hour response time.

Details of the survey

Q1: How much do you expect AI (artificial intelligence) to be used in hotels and lodging facilities?

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The top responses were "undecided" at 41% and "expect to some extent" at 32%.

Q2: Which of the following tasks do you most expect AI to handle in hotels?

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Reservations, changes, and cancellations" and "check-in/check-out procedures" topped the list at 27% and 25%, respectively. Recommendations" followed at 16%, but "None of the above" was also selected by 16% of respondents.

Q3: What do you most want to see improved by the introduction of AI?

Graph 3

Shortening waiting time" was selected by 28% of respondents, followed by "Accuracy of response" at 18% and "24-hour response" at 16%. There is also "None that apply" at 14%.

Q4: When comparing AI-based response to human response, which do you value more?

Graph 4

The top two responses, at 38%, were "Basically, people are better" and "Combined use of AI and people is desirable.

Q5: Do you find hotels where AI is effectively used more attractive than those where it is not?

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The "undecided" response was overwhelming at 48%, followed by "somewhat agree" at 24% and "somewhat agree" at 24%. Followed by "agree to some extent" (24%) and "not so much" (13%).

■About NASII

NASII is a cloud PMS designed to improve the operational efficiency and guest experience of lodging facilities, leveraging the Salesforce platform to provide a highly scalable and reliable hotel DX platform.

NASII : https://nasii.net/

Company Profile

Company name: NASII Inc.

Representative: Hironori Hosoe, CEO

Location: 3-17-15 Owada-cho, Hachioji-shi, Tokyo 192-0045

Establishment ： April 2012

Business : Operation of cloud PMS "NASII

Capital ： 1 million yen

URL ： https://nasii.net/