Since Aloft Hotels introduced Botlr in 2014—a robot that delivers items directly to guest rooms—many hotels have adopted similar customer-service robots. By 2018, these autonomous helpers became increasingly common at tech-forward properties across the country.
Modern service robots navigate properties using sensors and Wi‑Fi, and can even operate elevators and other building systems where allowed. When a guest requests a simple item—extra toiletries, bottled water, or similar room-service needs—staff can send a robot to deliver it. This lets front-desk employees remain available for check-ins, guest questions, and more complex tasks that require human attention.
Several well-known hotels have introduced their own robot attendants. Examples include H Hotel in Los Angeles, which deployed a robot called Hannah; the Mandarin Oriental in Las Vegas, which introduced a robot named Pepper; the Royal Sonesta in Boston; and the Sheraton Los Angeles San Gabriel, which opened recently and added robotic service to its offerings. These implementations reflect a broader trend in hospitality: using automation to streamline routine tasks while preserving human staff for higher-value guest interactions.
Beyond convenience, robots can improve efficiency and consistency in delivering small items, reduce the time staff spend on repetitive errands, and enhance guest experience by offering a novel, tech-forward touch. Hotels typically integrate these systems carefully, ensuring robots follow established routes, respect guest privacy, and work alongside staff rather than replacing essential human roles.
As the technology matures, hotels continue to refine how robots are deployed—focusing on reliability, safety, and guest acceptance. Some properties pair robots with mobile apps or messaging platforms so guests can request deliveries digitally, while staff monitor progress and intervene if any issue arises. This hybrid approach preserves human oversight and allows hotels to scale automated services without sacrificing personalized hospitality.
Overall, robotic service in hotels represents an extension of existing guest-service models: handling predictable, low-complexity requests efficiently while freeing human employees to concentrate on personalized service, problem solving, and building guest relationships. As more properties experiment with these systems, expect continued improvements in navigation, interaction, and integration with hotel operations—always with an emphasis on enhancing the guest experience rather than replacing the human touch.