The failure rate for AI and digital transformation projects in hotels is between 60% and 85%. A famous Japanese hotel staffed by 243 robots had to fire over half of them. Here's what happens when a hotel forgets it's in the hospitality business — and what it takes to get the human touch back.

AI can streamline operations, but true customer loyalty comes from human connection. Hotels, resorts, and businesses must balance technology with empathy to keep guests feeling seen, valued, and cared for.