THE ROLE OF CHATBOT TECHNOLOGY IN MODERN HOTEL ACCOMMODATION ALONG QUEZON CITY

Abstract

AI chatbots have revolutionized the hospitality industry by delivering seamless services, minimizing human intervention, and enhancing customer satisfaction. These advanced technologies operate continuously, offering instant responses to guest inquiries and complaints, thereby improving overall efficiency. By automating routine tasks—such as front desk interactions—AI chatbots significantly reduce wait times and streamline operational processes. This study aims to explore how AI-driven chatbots contribute to increased guest satisfaction, reduced staff workload, and the delivery of personalized services, ultimately transforming the hospitality experience. This study employed a descriptive research design, emphasizing comprehensive fact-finding and interpretive analysis to support the development of theories and hypotheses. The credibility of the quantitative findings was anchored in the reliability and accuracy of the data collected. To further strengthen the study’s validity and transparency, an audit trail was maintained—a systematic documentation of the research process that allows for external scrutiny. This approach enhanced the trustworthiness of the results and contributed to the overall rigor of the research. Participants generally found chatbots to be more acceptable among younger users, while older users perceived them as impersonal and lacking a human touch. Chatbots were effective in providing accurate hotel information and assisting with bookings, but they showed limitations in handling complex inquiries and correcting errors. While their emotional intelligence received moderate ratings, participants noted a need for improvement in personalization and contextual understanding. To enhance user experience and satisfaction, it is recommended that chatbots be developed with greater empathy and deeper technological integration. This study explores the use of chatbot technology in modern hotel accommodations, with a particular focus on its impact on guest experiences. The research involved 25 participants aged over 31 from Quezon City. Findings indicate that while chatbots are effective in handling inquiries, bookings, and basic customer service functions, several concerns were identified. These include limited emotional intelligence, lack of personalization, poor interpretation of slang or informal language, and difficulty addressing complex queries. To address these issues, the study recommends enhancing natural language processing capabilities, integrating sentiment analysis, ensuring smooth handovers to human staff when necessary, and regularly updating chatbot systems in alignment with hotel facilities and services.