AI Chatbots in Hospitality: The Critical Role of Human Oversight in Guest Satisfaction

This paper is a preprint and has not undergone peer review.It is shared to encourage academic discussion and feedback.A revised and peer-reviewed version is intended for submission to an academic journal. The study examines the use of AI-powered chatbots in hospitality, highlighting their operational benefits, limitations, and the critical role of human oversight in ensuring guest satisfaction, trust, and effective service recovery.