Across the hospitality industry, operators are experimenting with artificial intelligence and robotics in search of a new equilibrium between efficiency and empathy. For some, technology is a defensive move against staffing shortages and rising costs. For others, it is a proactive effort to enhance service and consistency while freeing human staff to focus on what truly matters: the guest.
That balance between automation and authenticity is becoming a defining feature of the next phase of hotel and resort innovation. At Rentyl Resorts, where I serve as CEO, we have seen firsthand how thoughtfully applied technology can strengthen, rather than diminish, the human touch that defines great hospitality.
From Digital Transformation to Guest Transformation
The conversation around “digital transformation” can sometimes sound abstract, but the goal is simple: deliver more personalized, seamless experiences for every traveler. Whether at a single-property boutique hotel or a multi-resort portfolio, technology should make interactions more natural, more intuitive, and more human.
In our own operations, we have found success by taking an incremental, use-case-driven approach rather than pursuing technology for its own sake. We start with one question: What part of the guest journey feels like friction, and how can we remove it?
That principle guides how we deploy AI and automation. AI-driven communications systems, for example, now handle routine guest requests—everything from check-in times to pool hours—quickly and accurately, 24/7. This relieves pressure on call centers and front-desk staff, allowing team members to focus on in-person needs that require empathy and expertise.
Robotics and the Reimagined Back-of-House
The same logic applies to robotics. In many hotels and resorts, repetitive tasks such as linen delivery, inventory transport, or basic maintenance runs consume valuable staff time. Early pilots with robotic assistance are showing clear gains in speed, reliability, and consistency, while reducing the physical strain on employees. Far from replacing people, these systems allow teams to dedicate more attention to guests.
A Human-Technology Partnership
The early results are encouraging. Guests appreciate the speed and predictability of service, while employees report higher satisfaction because they can focus on the aspects of hospitality that drew them to the industry in the first place. In that sense, technology becomes a bridge that links operational efficiency with emotional intelligence.
AI and robotics are not a replacement for hospitality’s human core. They are enablers, helping teams deliver on their brand promise with greater precision and care. As the industry looks ahead to 2026 and beyond, the winners will likely be those who treat innovation not as a novelty, but as an amplifier of what hospitality has always been about: personal connection, reliability, and delight.
At Rentyl Resorts, we view every implementation as an experiment in how to make service more personal at scale. If the past decade was about digitizing hospitality, the next will be about humanizing it through smarter technology, intentional design and a renewed focus on what makes guests feel seen and valued.
Nick Falcone, founder and Managing Principal of Rentyl Resorts, is a recognized innovator in Florida’s tourism and hospitality industry. His entrepreneurial journey began with NDM Hospitality Services, where he successfully launched and scaled the BurgerFi franchise. Now, with Rentyl Resorts, Falcone is applying his business acumen and technology-driven approach to transform the vacation rental market. Rentyl Resorts blends the comforts of a home with the amenities and services of a resort, offering a unique and consistent brand experience for guests. The company has experienced significant growth since its inception in 2015, expanding its portfolio to over 100 properties and establishing partnerships with major brands like Margaritaville and Embassy Suites.
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