Hong Kong and Greater Bay Area Introduce New Robots for Hotels – Are You Ready for the Future of Hospitality

Published on December 11, 2025

In recent years, service robots have begun to play an increasingly prominent role in the hotel industry across the Guangdong-Hong Kong-Macao Greater Bay Area (GBA). These robots are bringing a wave of innovation and efficiency to the hospitality sector, particularly in response to changing market dynamics. With fluctuations in demand from business travelers, an increase in cultural and tourism consumption, and a surge in foreign visitors due to the country’s expanded visa-free policies, hotel operators are turning to technological advancements to stay competitive and meet evolving customer expectations.

Service robots are contributing significantly to this transformation, enabling hotels to adapt to new challenges, enhance customer satisfaction, and streamline operations. Experts in the industry argue that Hong Kong should accelerate its adoption of these technological trends to maintain competitiveness in the global hospitality market.

How Service Robots Benefit Hotels in the GBA

The primary role of service robots in the hotel industry is to enhance operational resilience in the face of shifting market conditions. According to Zhou Tao, managing director and head of the hotels and hospitality group at JLL Greater China, robots are especially valuable in maintaining consistent service levels during times of demand fluctuations. By handling repetitive tasks, service robots free up human staff to focus on higher-value, personalized customer interactions, allowing for more flexible resource allocation.

Zhou explains that robot-human collaboration allows hotels to respond more effectively to the changing nature of demand. As business travelers’ numbers fluctuate and cultural and leisure tourism continues to grow, robots can help ensure that guest satisfaction remains high while operational costs stay in check. These robots are capable of handling tasks such as delivering room service, cleaning, and guiding guests, which enables the hotel’s human workforce to prioritize guest engagement and more complex duties.

Moreover, robots have proven to be particularly effective in supporting hotels with limited staff resources, making them an essential part of any hotel’s strategy to boost efficiency and competitiveness in the fast-evolving hospitality landscape.

The Growing Adoption of Technology in Southern China’s Hotel Market

While the use of service robots in mid- to high-end hotels in the southern region of China is already prevalent, the integration of these robots in luxury hotels remains relatively limited. According to Zhou, the primary reason for this is the preference among luxury hotel guests for personalized human interaction. These guests, who are generally older and accustomed to high-touch service, often seek a more personal experience rather than one mediated by technology.

However, this trend is changing. As the benefits of using robots become clearer, more luxury hotels are expected to follow the example of mid- to high-end establishments. The ability of robots to complement human staff and enhance service delivery without replacing human interaction is gradually being recognized as a crucial factor in improving the overall guest experience.

Robots as a Key Driver of Business Growth

A recent study by the Hong Kong Polytechnic University’s School of Hotel and Tourism Management (SHTM) has highlighted the significant role service robots play in driving business growth for hotels. According to the study, for every 1,000 tasks completed by robots, hotel occupancy rates increase by approximately 3.2 percent. Furthermore, monthly revenues rise by an average of 167,900 yuan ($23,785). This demonstrates that service robots have evolved beyond being simple technological novelties to become key drivers of revenue and operational sustainability.

The study also revealed that for every 100 hours of robot operation, occupancy rates rise by 1.3 percent, and hotels experience a growth of approximately 68,700 yuan in monthly revenue. The results of this study underscore the importance of service robots in the sustainable operation of hotels, indicating their potential for long-term benefits across the industry.

As the market for robotic services continues to grow, hotel guests are increasingly expecting these services as a standard offering, particularly those from digitally advanced regions. Robots are no longer viewed as a luxury or a gimmick; they are becoming an essential part of the guest experience.

Changing Guest Expectations and Willingness to Pay More

The research also highlighted a shift in how guests perceive the value of robotic services. While first-time users may find the technology exciting and novel, frequent travelers—especially those from digitally advanced regions—now view these services as a basic necessity rather than a value-added perk. This change in expectations is driving guests to seek out hotels that offer robot-powered services, and they are often willing to pay premium rates for the enhanced experience.

The study found that 31.5 percent of the price uplift in hotels offering robotic services is driven by improved guest satisfaction. This indicates that service robots are not only improving efficiency but also directly influencing guest loyalty and the willingness to pay more for a higher quality experience. As robots continue to transform the hospitality sector, hotels are finding that they are not just a cost-saving solution but a tool for driving revenue and enhancing brand identity.

Challenges to Widespread Adoption in Hong Kong

Despite the growing recognition of the value of service robots, the widespread adoption of this technology in the Hong Kong hotel market faces several challenges. One of the main hurdles is the initial cost of purchasing and maintaining robots. Many hotels focus primarily on the cost savings robots provide without fully appreciating their potential to enhance customer loyalty, increase spending, and strengthen their brand.

Additionally, the lack of local technical support for maintaining and troubleshooting robots remains a significant barrier. Zhou suggests that adopting a robot leasing model could help reduce the financial burden on hotels, making it easier for them to implement the technology without incurring high upfront costs.

Furthermore, fostering industry cooperation to establish a shared technical workforce could ensure that hotels have access to the support needed to maintain their robotic systems in the long term.

Building a Smart Service Ecosystem

According to Xie Yunpeng, vice-president of Yunji Technology, the future of smart hotels lies in creating a “living” service ecosystem. This ecosystem should focus on making services invisible to guests, offering proactive support that doesn’t require any requests. By integrating hotel systems through a unified “smart brain”, robots can enable seamless collaboration across departments, enhancing operational efficiency and guest experience.

Xie’s vision for the future of the hotel industry emphasizes the importance of personalizing services by remembering guest preferences and creating emotional bonds between hotels and visitors. This approach is expected to significantly enhance guest satisfaction and improve brand loyalty, ultimately driving long-term success for hotels in the competitive hospitality market.

Conclusion: The Future of Service Robots in the Hotel Industry

Service robots are increasingly transforming the hotel industry across the Guangdong-Hong Kong-Macao Greater Bay Area, reshaping how hotels operate and meet the demands of modern travelers. By improving operational efficiency, enhancing guest satisfaction, and driving revenue growth, robots have moved beyond being technological novelties to essential components of the hotel experience.

As the industry continues to evolve, the challenge for hotels, particularly in Hong Kong, will be to overcome the barriers to adoption, such as high upfront costs and a lack of technical support. However, with the right strategies and innovations, including robot leasing and shared technical ecosystems, service robots are set to play a central role in the future of the hospitality sector.