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2025 Rev. Universitara Sociologie 304 (2025)
The Impact of Artificial Intelligence Systems on Guest Experience and Satisfaction in Hotels. Case Study: Israeli

handle is hein.journals/rvusoclge2025 and id is 303 raw text is: Revista Universitara de Sociologie - Issue 1/2025 The Impact of Artificial Intelligence Systems on Guest Experience and Satisfaction in hotels. Case study: Israeli Marius VASILUTA-STEFANESCU Associate Professor PhD, West University of Timisoara, Romania, Department of Sociology, Marius.vasiluta@e-uvt.ro Sapir LEVI PhD Student at Sociology, West University of Timisoara, Romania, Department of Sociology Abstract: The integration of Artificial Intelligence (Al) 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 specificfocus 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 Al adoption in hospitality, providing valuable recommendations for industry stakeholders to optimize Al implementation in hotel operations. Keywords: artificial intelligence; hospitality industry; guest experience; satisfaction. 1.Introduction In recent years, the hospitality industry has been undergoing significant transformations with the rapid advancement and integration of Artificial Intelligence (AI) systems (Ruel & Njoku, 2021; Limna, 2023; Alawami et. al., 2025). As hotels strive to stay competitive in an increasingly dynamic market, they are turning to AI to revolutionize the way they operate and interact with guests. AI systems provide innovative solutions designed to enhance guest experience, personalize service, streamline operations, and ultimately drive higher levels of satisfaction (Vargas-Calder6n et. al., 2021; Du et. al., 2024). The potential impact of AI on the hospitality sector is immense. By leveraging vast amounts of data and advanced algorithms, Al systems can offer unprecedented insights into guest preferences, behaviors, and needs. This knowledge allows hotels to tailor their services and offerings to individual guests, creating a more personalized and memorable experience. From AI-powered chatbots that provide instant assistance to smart room controls that adapt to guest preferences, the applications of AT in hotels are diverse and far-reaching. Moreover, AT systems are enabling hotels to automate various processes, from reservation management to housekeeping and maintenance scheduling. This not only improves operational efficiency but also frees staff up to focus on delivering exceptional, personalized service to guests. By optimizing resource allocation and predicting demand, AT can help hotels reduce costs, minimize waste, and make data-driven decisions that boost profitability. However, the integration of AT in the hospitality industry also raises certain 304