The Headlines: Robots in the Lobby
Over the summer, a hotel in Japan made international news when guests were greeted not by people, but by dinosaur-shaped robots at reception. The reaction? Fascination at first—but ultimately unease. Guests felt disconnected, unsure, and, in many cases, frustrated.
This isn’t an isolated case. Across the industry, we’re seeing an ongoing question: where should technology enhance hospitality, and where should it step aside for the human touch?
Automation’s Role: Support, Not Substitution
Technology in hospitality design isn’t the enemy. When thoughtfully implemented, it can streamline check-ins, improve room controls, and even personalize guest experiences. But technology cannot replace empathy—the look in a staff member’s eye, the warm welcome, the subtle awareness of a guest’s unspoken need.
For us as designers, the challenge is simple: how do we build spaces that let technology serve while preserving the human essence of hospitality?
How We Approach It in Design
- Integrating, Not Overpowering: Automated check-in kiosks can be placed thoughtfully alongside staffed counters, not as replacements, but as options.
- Designing for Human Interaction: Layouts should encourage personal connection, not just transactional efficiency.
- Tech as a Silent Partner: Smart lighting, HVAC, and personalized room controls should work seamlessly in the background, enhancing comfort without feeling intrusive.
Guests don’t want to feel like part of a lab experiment. They want efficiency with warmth, convenience with care.
As designers, our role is to ensure the technology doesn’t just fit the space—it fits the experience.
Hospitality has always been about people. Technology is welcome—so long as it plays a supporting role, not the lead.
If you’re rethinking how tech fits into your next renovation, let’s talk about how we can strike the right balance.
