Let’s talk about artificial intelligence in hotels—a tool that major hotel chains are already using to optimize processes, anticipate guest issues, and make better operational decisions.
According to Hotel Tech Report, 58% of guests believe that AI can improve their hotel stay. This key insight shows how platforms that anticipate needs and offer personalized recommendations are increasingly valued—especially by the new generation of digital travelers.
In Latin America, hotel chains like Nacional Inn (Brazil), Somos The Group (Colombia), Colsubsidio (Colombia), Mesaluna Hoteles (Mexico), and Atlantica Hospitality (Brazil) are already using artificial intelligence in their operations and have improved the guest experience with AI-powered tools.
However, many hotels still rely on manual processes, Excel spreadsheets, duplicated tasks, or tools that don’t provide the visibility they need. That’s why today we’re sharing 6 real examples of how hotel chains are using AI to change how they operate and connect with their guests.
1. AI in Customer Service
AI-powered chatbots now manage 80% of customer service interactions in the travel industry. Chains like Marriott use virtual assistants on their websites and apps to answer FAQs, handle bookings, and give personalized suggestions. These AI chatbots improve operational efficiency and reduce the burden on front desk staff.
2. AI for Dynamic Hotel Pricing
Solutions like IDeaS Revenue Solutions and Duetto use artificial intelligence to adjust hotel rates in real time. These systems factor in demand, competition, seasonality, and local events to maximize revenue and optimize occupancy. This technology is no longer limited to large hotel chains—many independent hotels are adopting it too.
3. AI to Automatically Detect Incidents
In Latin America, several hotel chains already use platforms like myHotel to automatically detect incidents during the guest stay, assign responsible staff in real time, and ensure full traceability until resolution. myHotel’s AI analyzes guest survey responses and reviews in real time to identify service issues (e.g., housekeeping, breakfast, maintenance). This allows the hotel to act before a bad experience turns into a bad review, helping improve online reputation and NPS.
4. AI for Sentiment Analysis of Guest Feedback
One of the most powerful uses of AI in hotels is semantic analysis. With myHotel, guest comments are automatically grouped by areas (front desk, rooms, staff service, etc.) and the sentiment is analyzed. This allows teams to make more informed decisions, prioritize resources, and focus improvements where they truly impact the guest experience.
5. AI to Automatically Respond to Reviews and Surveys
Responding to guest feedback in a personalized way while saving hours of manual work is key to maintaining a strong online reputation. With AI, hotel groups like Grupo Hotelero Santa Fe explain how they use myHotel’s Smart Replies to respond in seconds to reviews and surveys, in the guest’s language, understanding the context and unifying all OTAs in one place.
6. AI for Automated Executive Reports
Some chains in the region have already replaced manual reports with AI-generated executive summaries. These reports not only show KPIs—they interpret the data, highlight trends, detect alerts, and suggest improvement areas. All this without the team having to check dashboard by dashboard.
How AI Tools Improve Operational Efficiency in Hotels
AI-based solutions are revolutionizing the hotel industry by making many processes faster and more efficient. Today, they range from chatbots that instantly respond to guest queries to systems that adjust pricing based on demand. Add to that myHotel’s AI, which automates satisfaction surveys, manages reviews, and resolves incidents more effectively. The result? A better guest experience, reduced manual work, optimized resources, faster response times, and increased profitability.
How Can I Start Using AI in My Hotel?
You don’t need a complete overhaul or huge investment to start using AI in your hotel. In fact, many hotel chains begin by implementing it in specific areas—like responding to reviews, analyzing surveys, or managing complaints more efficiently with myHotel’s AI.
If you’d like to learn more about how other hotels and chains are already using AI tools, check out their testimonials here.
One thing is clear: adopting AI tools in your hotel can be a game changer—it helps save time, respond faster, and significantly improve guest satisfaction and reputation.
