Do Guests Actually Like Robots in Hotels and Restaurants? What UK Research Says

For hotel and restaurant operators considering service robots, one question matters as much as the technical specification: will our guests actually like using them?

The evidence suggests that many guests are open to service robots when they provide a clear practical benefit, such as faster delivery, consistent service or convenient room-service collection. However, acceptance is not automatic. Guests still value human hospitality, and the best deployments use robots to support staff rather than replace the personal service customers expect.

A 2025 study of 358 UK hotel guests found that trust, ease of use, design, social influence and the availability of suitable support all affected people's intention to use hotel robots. The research measured attitudes and intentions rather than long-term behaviour, so it should not be treated as proof that every guest prefers robotic service. It does, however, provide useful guidance for operators planning a real deployment.

What is guest acceptance of service robots?

This is important because guests do not usually make a decision based on the robot alone. They judge the complete service around it. A room-service robot that delivers an order promptly while reception remains available may be viewed positively. A robot that creates confusion or removes helpful staff interaction may not.

What UK research tells us

The UK hotel study, published in the International Journal of Hospitality Management, surveyed hotel guests living in the UK. It found that several factors were associated with willingness to use hotel robots:

• Trust in the robot and the service provider.
• Facilitating conditions, such as clear instructions and support.
• Aesthetics, meaning whether the robot looks appropriate in the setting.
• Perceived human qualities, such as approachability.
• Social influence, including what guests believe other people think about robot use.
• Overall attitude towards the service.

The study also found that perceived usefulness influenced guests' attitudes, although usefulness alone did not directly determine intention to use a robot. This is a useful distinction for operators: explaining what a robot does is not enough. Guests must also feel comfortable with how it is introduced and supported.

The sample was an online survey rather than an observation of guests using a robot during an actual hotel stay. It therefore provides evidence about likely acceptance, not a guarantee of guest behaviour in every property.

Research into service robots more broadly shows a similar pattern. Customers tend to respond well when robots are efficient, easy to use and enjoyable, while human employees remain responsible for personal interaction and more complicated requests.

Why speed and consistency matter

Guests are generally more accepting of robots when the benefit is obvious. In a hotel, this might mean delivering towels, toiletries, bottled water or room-service orders without taking a receptionist away from the front desk. In a restaurant, it may mean moving meals from the kitchen to the dining room while waiting staff remain with their tables.

The robot is not the service. It is part of the service process. Guests may appreciate:

• Shorter waits for routine deliveries.
• Fewer interruptions to front-of-house staff.
• Consistent delivery routes and timings.
• Better availability during late-night or busy periods.
• A more organised dining-room experience.

The practical value is particularly clear when a robot handles repetitive carrying work. Staff can spend more time greeting guests, explaining dishes, checking satisfaction and resolving requests.

Novelty helps, but it is not the whole experience

A service robot can create curiosity, particularly when guests encounter one for the first time. In restaurants and cafés, this may add an interesting element to the visit. In hotels, guests may enjoy seeing how a robot delivers an amenity or room-service order.

Novelty can encourage people to try a service, but it usually fades. Long-term acceptance depends more on whether the robot is:

• Useful.
• Predictable.
• Quiet enough for the environment.
• Simple to interact with.
• Well supported by staff.

This is why a deployment should not be justified only as a marketing feature. A robot must solve a genuine operational problem. The guest experience should improve because service is more efficient and staff have more time for hospitality, not simply because the technology attracts attention.

Human interaction still matters

Hospitality is built around human interaction. Guests often want recommendations, reassurance, problem-solving and a warm welcome. Robots are not a substitute for those things. A sensible division of work is:

• For hotels, the Keenon BUTLERBOT W3 is designed for room-service and amenity deliveries. It can operate across floors with lift integration and enclosed compartments, allowing staff to send items to guest areas without walking every delivery themselves.
• For restaurants and cafés, the Keenon DINERBOT T9, T10 and T11 can support food and drink delivery. The T9 is suited to higher-capacity service, while the T10 combines food running with a customer-facing display. The T11 is a compact indoor option for sites where passage width and floor space need careful consideration.

Guests still receive service from the hospitality team. The robot simply takes on the repetitive transport involved in delivering it.

Privacy, accessibility and ease of use

Privacy should be considered particularly carefully in hotels. Guests should understand what the robot is doing, where it is travelling and how delivery handover works. The W3's enclosed delivery approach can help keep items out of sight during transit. Operators should also provide clear information about any data collected by associated systems and avoid asking guests to use technology unnecessarily.

Accessibility is another practical consideration. A good deployment should not assume that every guest will want to interact with a touchscreen or navigate a robot independently. Hotels and restaurants should:

• Keep human assistance available.
• Use clear, readable instructions.
• Avoid making the robot the only route to service.
• Leave sufficient space around routes and delivery points.
• Consider mobility aids, luggage, prams and visual impairments.
• Train staff to assist guests who prefer a human interaction.

The goal is choice. Guests who enjoy using the robot can do so, while guests who prefer traditional service receive the same standard of care.

How to introduce a robot successfully

Guest communication can have a significant effect on acceptance. A robot should not appear without explanation or be presented as a replacement for the team. Before launch, operators should:

1. Explain the purpose: tell guests that the robot is helping staff with deliveries and repetitive carrying work.
2. Set expectations: explain how a room-service delivery works, how the guest is notified and how the compartment is opened.
3. Keep staff visible: team members should remain available to answer questions and provide personal service.
4. Start with a defined use case: begin with room-service deliveries, amenity drops or food running rather than trying to automate everything at once.
5. Gather feedback: ask guests and staff what works well and adjust routes, timings and messaging.
6. Demonstrate the robot in the real environment: a site survey can identify narrow routes, lift requirements, busy areas and suitable docking locations before deployment.

Fresh Mango Robotics supports this process with site surveys, installation, staff training and ongoing UK-based support. Businesses can also use a Robotics-as-a-Service model, which avoids a large upfront capital outlay and can include maintenance, software updates and ongoing support within a monthly agreement.