Chapter 13: Guest-Centric AI: A Theoretical Inquiry of Guest Experiences on the Integration of AI Chatbots Among Luxury Guest Accommodations

Luxury hotels prioritise exceptional, personalised service. Recently, the industry has seen a rise in the use of robots to enhance customer experiences, particularly through efficient check-ins. Consumers have responded positively, expecting more AI-driven services in luxury hotels. AI chatbots are becoming central to operations, helping guests with inquiries, room service, and travel guidance. However, research on AI chatbot features, such as adaptability, responsiveness, and reliability, remains limited, especially in the luxury hotel sector. Additionally, the influence of information quality (e.g. relevance, security, and privacy) on customer satisfaction and intention to continue using these services is underexplored. While AI chatbots have been studied in education, banking, and healthcare, their role in hospitality requires further investigation. This chapter develops a conceptual framework through a systematic review of relevant academic theories, focusing on the factors shaping guest experiences with AI in luxury hotels. By critically evaluating these theories, the chapter aims to enhance understanding of the relationship between AI technologies and guest satisfaction within luxury accommodations.