The Impact of Artificial Intelligence Systems on Guest Experience and Satisfaction in hotels. Case study: Israeli
The Impact of Artificial Intelligence Systems on Guest Experience and Satisfaction in hotels. Case study: Israeli

Summary/Abstract: The integration of Artificial Intelligence (AI) systems in the hospitality industry is revolutionizing guest experiences and operational efficiency. This study aims to investigate the impact of AI technologies on guest satisfaction in hotels, with a specific focus on the Israeli market. The main research question guiding this study is: How do AI-driven systems influence guest experience and satisfaction in Israeli hotels? The study employs a qualitative approach, analyzing guest interactions with AI-driven services such as chatbots, virtual assistants, and smart room technologies across three prominent Israeli hotels. Findings indicate that AI enhances service personalization through preference analysis and tailored recommendations, while also optimizing operational efficiency through process automation in areas such as check-in, inventory management, and housekeeping. The study concludes that while AI-driven solutions significantly improve efficiency and personalization, their successful integration requires a hybrid model that balances automation with human engagement to maintain service quality and guest trust. These insights contribute to the ongoing discourse on AI adoption in hospitality, providing valuable recommendations for industry stakeholders to optimize AI implementation in hotel operations.

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