The Value of Robotic Hotel Room Service

How do hotel guests feel about robotic service?

In August 2014, robotics company Savioke revealed a robotic butler, or “botlr,” designed to deliver small items (e.g., toothpaste and razors) to guests. Named SaviOne, the botlr is billed as a way to free staff from performing menial tasks. However, the question of whether guests will accept and embrace robotic hotel service in lieu of real staff members remains uncertain. !To learn more about the potential value this technology can have for hoteliers, we conducted a survey to gauge respondents’ interest in hotel service robots like SaviOne. We collected nearly 400 unique responses for each of five questions, for a total of 1,944 respondents. !The key findings include: 1. Fifty-six percent of respondents are interested in utilizing robotic room service. 2. The most preferred robotic function is delivering items to rooms, cited by 51

percent of respondents. 3. Half of respondents age 25-34 are more likely to choose a hotel with a robot

than without one.

Respondents’ Excitement for Hotel Robots Is Split

Thirty-one percent of respondents said they were very excited by the idea, while 33 percent said they were not at all excited.

Majority of Respondents Interested in Utilizing Robotic Services

Twenty-two percent said they were “extremely interested” in robotic service. However, 44 percent of respondents reported no interest.

Delivery Service Is Top-Preferred Robotic Function

Most respondents (51 percent) prefer a robot to deliver items, but 26 percent would prefer a robot assist them with check-in/check out.

Interest in Robotic Hotel Service Varies Significantly by Age Group

About one-third of respondents age 18-24 and 25-34 report an interest in robotic hotel services. For ages 45-54, 55-64 and 65 and up, interest levels were very low.

Millennials Most Likely to Choose Hotels With Robotic Service

Twenty-seven percent of the 18-24 and 25-34 age groups reported the highest likelihood of choosing a hotel with robotic service.

Youngest Age Groups are Most Excited by Robotic Hotel Service

Twenty-eight percent of 18-24 year olds and 27 percent of 25-34 year olds reported they find hotel robot very exciting. The data is nearly opposite for older ages.

Men More Excited for and Comfortable With Robotic Service

Fifty-four percent of men and 46 percent of women report being excited about robotic hotel service.

Males are More Comfortable With Robots Than Females

Forty-one percent of women said they were comfortable with robot services, compared to 59 percent of men.

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