Um dos mais emocionantes tecnológica developments within the travel industry in recent years has been the increased prevalence of robots, with examples ranging from text-based chatbots and front desk robotic assistants to security robots and robotic travel cases. This article takes a closer look at how robots transform tourism, providing 20 real-world examples of their use and examining some pros and cons.

Compreendendo robôs

Embora a maioria de nós tenha um conceito de robô, pode ser mais difícil definir o que é 'robô' significa claramente. Efetivamente, um robô é uma máquina projetada para executar tarefas específicas de forma precisa e automática. Isso pode incluir tarefas físicas, como montagem de peças em uma fábrica ou tarefas relacionadas a texto ou fala.

Em termos de aparência, embora você possa pensar imediatamente em um andróide semelhante a um humano, os robôs podem assumir muitas formas diferentes na realidade. Podem ser completamente autônomos ou semiautônomos, operando com alguma assistência humana. Os robôs modernos usam tecnologias que vão desde detecção de colisão até reconhecimento de fala e inteligência artificial. De acordo com o Relatório de Análise de Tamanho e Participação da Indústria de Robótica pela Mordor Intelligence, o tamanho do mercado global de robótica está projetado para atingir $95,93 bilhões até 2029.

Para aqueles no indústria de viagens, A IA é talvez a tecnologia mais empolgante relacionada a robôs porque pode facilitar o aprendizado de máquina e executar tarefas mais complexas, que normalmente requerem a função cognitiva humana. Simplificando, IA é a capacidade de uma máquina de imitar esse tipo de capacidade cognitiva.

Robôs na indústria de viagens – Compreendendo os robôs

As definições que descrevem precisamente o que conta como inteligência artificial são um tanto fluidas. No entanto, geralmente concorda-se que o reconhecimento de fala, a resolução de problemas, o aprendizado das interações humanas, o movimento completamente autônomo e a demonstração de lógica e raciocínio se enquadram nesse campo.

Aplicações na indústria de viagens

A tecnologia robótica está rapidamente ganhando popularidade na indústria de viagens, parcialmente motivada pela mudança de hábitos do consumidor em relação ao turismo. Os clientes buscam cada vez mais métodos de autoatendimento, tornando os robôs de automação atraentes para hotéis, agentes de viagens e outros negócios.

De acordo com Inteligência de Mordor, the global hospitality robots market is expected to reach USD 0.61 billion in 2025 and grow at a CAGR of 24.72% to reach USD 1.84 billion by 2030. The growth shows that hotels, airports, cruises, and attractions are investing heavily in automation.

The travel industry is facing serious staffing problems. Around 67% of hotels report staff shortages. About 72% say they cannot fill open roles. Robots help when you cannot hire enough people or keep losing staff. They take over repetitive tasks like deliveries, cleaning, and basic security, so your team can focus on guests and revenue.

Contrary to worries, guests love robots. Travelers now expect smart, contactless service. Many will pay more to stay at tech-forward properties.

Tabela: Exemplos de robôs na indústria de viagens

Area de aplicação Funcionalidade Benefícios
Chatbots de atendimento ao cliente Respostas automatizadas às dúvidas dos clientes estão disponíveis em sites ou aplicativos. Oferece atendimento 24 horas por dia, 7 dias por semana, reduzindo o tempo de espera e aumentando a satisfação do cliente.
Robôs de check-in/check-out Quiosques automatizados para check-in e check-out self-service em hotéis. Acelera o processo, reduz filas e permite que a equipe se concentre em outras tarefas.
Robôs de manuseio de bagagem Robôs que transportam bagagens de e para quartos ou dentro de aeroportos. Melhora a eficiência e reduz a carga física dos funcionários e viajantes.
Robôs de limpeza Máquinas automatizadas para limpeza de pisos, janelas e áreas públicas. Garante uma limpeza consistente, melhora a higiene e libera a equipe para outras tarefas.
Robôs de entrega Robôs que entregam itens como pedidos de serviço de quarto diretamente aos hóspedes. Aumenta a velocidade do atendimento e reduz o contato entre humanos, o que é importante para a segurança da saúde.
Quiosques informativos Robôs interativos fornecem informações, orientações e recomendações. Oferece conselhos e informações de viagem personalizadas, melhorando a experiência do hóspede.
Robôs de segurança Robôs patrulhando instalações para detectar e relatar atividades incomuns. Aprimora as medidas de segurança e fornece vigilância em tempo real, proporcionando tranquilidade.

Real-World Examples of Robots Within the Travel Industry

Let’s explore actual robots serving travelers right now across transportation, accommodation, food & beverage, and entertainment sectors. Each example shows how automation is already reshaping real operations across the travel industry.

Examples of Robots Working in the Transportation Sector

Transportation is where many travelers first meet robots. Airports use robots to help passengers find gates, clean terminals, and move luggage. According to Inteligência de Mordor, the global airport robots market is expected to reach USD 1.29 billion in 2025 and grow at a CAGR of 13.87% to reach USD 2.47 billion by 2030. Airlines deploy robots for baggage handling. It is important because U.S. airlines alone lose 2 million suitcases yearly. Cruise ships feature robot bartenders and entertainment systems. These robots work 24/7 in busy, crowded environments, handling millions of travelers annually. They speak multiple languages, never get tired, and make fewer mistakes than humans.

1. Incheon Airport’s AIRSTAR Robot

Incheon International Airport in South Korea is one of the first big airports to use robots. The airport serves around 70 million passengers a year, so clear help and clean spaces matter a lot. AIRSTAR is the friendly guide robot at Incheon Airport. It moves around the terminal on its own, using sensors and indoor maps to avoid people and obstacles. Travelers can ask AIRSTAR for flight information, directions to gates, restaurants, restrooms, and other services. The robot can speak several languages. The airport also uses the robot’s anonymous data to understand how people move through the terminal and to make layout, signage, and staffing smarter over time.

Video: AIRSSTTAR Robot at Incheon Airport

2. Incheon’s AirPorter & AirRide Luggage and Mobility Robots

AirPorter and AirRide are robots designed to make airport journeys easier, especially for families, older travelers, and people with limited mobility. AirPorter is a luggage robot that follows you and carries your bags through the terminal. AirRide is a mobility platform that helps passengers who find walking long distances difficult. Both robots use screens to show directions and simple instructions. They guide travelers from check-in to security or the gate with less stress and less physical effort. Incheon sees these robots as part of a “smart mobility” system that gives travelers door-to-gate support and collects data to improve future services.

Video: Luggage Carrying Robot at Airport

3. CVG Airport and IAG Autonomous Baggage Handling Robots

Cincinnati/Northern Kentucky International Airport (CVG) partnered with International Airlines Group (IAG) and Aurrigo to deploy Auto-DollyTug autonomous baggage tractors. These self-driving baggage tractors replace human-driven tugs that pull heavy luggage carts in harsh weather. The robots move bags between terminals, sorting areas, and aircraft, following planned routes and avoiding obstacles. They work in rain, snow, heat, and at night without getting tired. Using RFID tags and tracking systems, they help reduce suitcase misplacement and delays. According to Fortune Business Insights, the global airport baggage handling system market size is projected to grow from $9.15 billion in 2025 to $15.33 billion by 2032, exhibiting a CAGR of 7.6% during the forecast period. As baggage-handling robots grow worldwide, airports see them as a way to cut labor gaps and improve accuracy.

Video: Auto-DollyTug Autonomous Baggage Tractors

4. Royal Caribbean Bionic Bar: Robot Bartenders at Sea

Royal Caribbean’s Bionic Bar, powered by Makr Shakr, features two industrial robotic arms that prepare cocktails for guests on several ships, including Quantum- and Oasis-class vessels. Royal Caribbean’s press center describes Bionic Bar as a “marvel of modern technology,” capable of shaking and stirring drinks from a menu managed via tablets or mobile apps. Makr Shakr notes that its robotic systems can produce a cocktail in 60–90 seconds, with some installations capable of up to 120 drinks per hour. For cruise operators, robotic bars reduce dependence on hard-to-hire bartenders during peak evening periods, standardize recipes, and create a social media-worthy attraction that draws guests to onboard venues.

Video: Bionic Bar – Harmony of the Seas – Robotic Bartenders (Royal Caribbean)

5. Ottonomy Ottobot Airport Food and Retail Delivery

Ottonomy’s Ottobot is a self-driving delivery robot used in airports like Cincinnati/Northern Kentucky (CVG) and Rome Fiumicino (FCO). Passengers order food or shopping items through an app, and the Ottobot drives through the terminal to their gate or a pickup point. It avoids people and obstacles using sensors and maps. For airport shops and cafés, Ottobot extends its reach without extra staff, supports longer operating hours, and matches traveler expectations for fast, app-based, contactless service.

Video: Ottonomy Mobile Robots

6. Knightscope K5 Security Robots for Airport and Travel Parking

Knightscope’s K5 is a fully autonomous security robot used in malls, campuses, and transport hubs, including San Antonio International Airport. There, K5 patrols parking areas, using 360-degree cameras, license-plate recognition, and automatic alerts to support security teams. The robot follows preset patrol routes, analyzes activity, and flags unusual behavior, such as break-ins or unauthorized access, without needing extra guards on duty. For airports, resorts, and large outdoor venues, K5 helps protect guests and staff while human officers focus on response and investigation instead of routine patrols.

Examples of Robots Working in the Accommodation Sector

Hotels worldwide now use robots to deliver items to guest rooms, greet visitors, and handle check-in. According to HFTP, hotels report 20% higher guest satisfaction and more bookings after adding robots. Hotel robots bring toothpaste, towels, snacks, and anything guests request to their rooms quickly. They navigate hallways, call elevators, and find the correct rooms automatically. Guests love taking photos and videos with hotel robots. Below are a few examples of robots being used in the accommodation sector.

7. Seaview Investors Hotels: First U.S. Chain with Robots Everywhere

Seaview Investors LLC, based in Newport Beach, California, became the first U.S. hotel company to place a Relay delivery robot in every hotel it owns. The group runs eight hotels, and each robot has its own name and personality, like “Hannah” at H Hotel Los Angeles and “Winnie” at Embassy Suites LAX North. These robots deliver toiletries, chargers, snacks, and extra pillows to guest rooms 24/7. A common delivery takes about 10 minutes from request to door. Guests love the experience, share it on social media, and often book again.

8. Marriott’s Mario Robot

Marriott tested humanoid robots with Mario, a small ZoraBots robot working at the Ghent Marriott Hotel in Belgium. Mário stands about 56 cm tall, speaks up to 19 languages, and is used mainly as a friendly host. He welcomes guests in the lobby, helps with simple check-in support, shares information about events and breakfast, and can even read presentations or dance to entertain groups. Marriott and ZoraBots stress that Mario does not replace staff but adds an extra layer of experience. The robot makes guests smile, attracts media attention, and helps position Marriott as an innovative, tech-forward hotel brand.

9. Hilton’s Connie: IBM Watson AI Concierge

Hilton Hotels introduced Connie, an AI-powered robot concierge at select properties. Named after Hilton founder Conrad Hilton, Connie uses IBM’s Watson artificial intelligence, the same system that won Jeopardy against human champions. Connie stands in hotel lobbies answering guest questions. Where’s a good restaurant nearby? What time does the pool close? How do I get to the convention center? What tourist attractions should I visit? By deploying Connie, Hilton reduced average resolution time for guest inquiries by 25%. This frees human staff to handle complex problems requiring empathy, judgment, and personal attention. Connie also creates buzz, with guests taking selfies and sharing on social media.

10. Henn-na Hotel Japan: World’s First Robot-Staffed Hotel

Henn-na Hotel in Nagasaki opened as the world’s first robot-staffed hotel. At the front desk, two dinosaur robots and one human-like robot greet guests and handle check-in in Japanese, English, Korean, and Chinese. Across the property, robots carry luggage, clean, and in-room robots help control lights and answer simple questions. Facial recognition replaces room keys, so your face becomes your key. The hotel now operates ~14 locations and employs around 150 robots, including dinosaur receptionists, humanoid front-desk staff, and in-room assistant robots such as RoBoHoN. Later, the hotel reduced some robots that caused extra work and has settled on a balanced mix of robots for routine tasks and humans for complex needs.

11. Jeno and Jena – Robot Butlers at Hotel Jen (Singapore)

Hotel Jen, part of the Shangri-La Group, became the first international hotel brand in Asia to use Relay robots. Two Singapore properties, Hotel Jen Orchardgateway and Hotel Jen Tanglin, introduced robots named Jeno and Jena. When guests order room service or amenities, staff load the items, and the robot rides the elevator, finds the room, and alerts the guest on arrival. The hotel targets young, tech-loving travelers, so robots fit the brand perfectly. Many guests book just to “meet” the robots and share videos online. Hotel Jen’s success helped prove that service robots work especially well in Asia’s tech-friendly travel markets.

12. Yobot Luggage Storage Robot

YOTEL’s YOBOT is a 20-foot ABB industrial robot that stores and retrieves luggage at YOTEL New York and select properties. When guests arrive, they place their bags in a locker bay. YOBOT then grabs the luggage and stores it in tall, tightly packed compartments, using minimal floor space. To pick up bags, guests scan their claim ticket at a kiosk, and the robot returns the luggage in under a minute. The process is fully automated, secure, and fun to watch. YOBOT saves valuable space in expensive city locations and has become a popular photo and social media attraction for guests.

Examples of Robots Working in the Food & Beverage Sector

Restaurants, hotel dining rooms, and bars increasingly use robots to deliver food and drinks. According to Fortune Business Insights, the global food robotics market is expected to reach USD 14.95 billion by 2034, expanding at a 20.9% CAGR during the forecast period 2026-2034. These robots carry heavy trays from kitchens to tables without getting tired. They work during busy dinner rushes and quiet late-night hours equally well. Restaurant robots free human servers to focus on taking orders, answering questions, and creating great experiences. The robots are fast, reliable, and never drop plates.

13. Pudu Robotics: Global Restaurant and Hotel Deployment

Pudu Robotics is a Chinese company that builds service robots for hotels and restaurants. It now works in more than 60 countries and 600 cities. By 2025, it had shipped over 80,000 robots, most of them to markets outside China. Big brands use Pudu robots, including Marriott, Hilton, McDonald’s, KFC, Burger King, and Japan’s Skylark restaurants. Pudu makes several models. PuduBot carries food. BellaBot is a cute cat-style robot that guests love. HolaBot and SwiftBot work well in busy hotels and dining rooms. New factories in China will triple production, so even more travel businesses can adopt automation.

14. Bear Robotics: Servi Robots for Restaurants and Hotels

Servi, from Bear Robotics (recently majority-acquired by LG), is an autonomous food-running robot used in restaurants, casinos, and hotels. Servi carries dishes and bussing trays between the kitchen and tables, using LiDAR and 3D cameras to navigate crowded dining rooms. Today, over 9,000 Servi robots work in restaurants and venues across North America. Bear makes three main models. Servi Plus is the largest, carrying up to 66 pounds with a 12-hour battery life. Servi is standard size for most restaurants. Servi Mini is for tight places. With Future Hospitality Ventures, Bear is now entering hotels, where Servi robots handle room service, linens, and supplies via elevators.

15. LG CLOi ServeBot – Robotic Food Runners for Restaurants and Hotels

LG CLOi ServeBot is a multi-tray service robot designed to carry dishes and drinks in restaurants, hotel outlets, and cafés. LG’s global newsroom notes that ServeBot can transport up to 24 kg (about 53 pounds) of food or goods and uses LiDAR and 3D cameras to navigate busy environments safely. A US case study at Arirang K, a popular Korean BBQ restaurant near Atlanta often frequented by families and travelers, describes how four ServeBots assist wait staff during peak hours, reducing walking distances and enabling staff to spend more time tableside. For travel-industry operators, ServeBot exemplifies how F&B robots can both ease labor pressure and create a “wow” factor for guests.

Examples of Robots Working in the Entertainment Sector

Casinos, tourist attractions, and entertainment venues use robots for security, service, and guest engagement. Security robots patrol 24/7, watching for suspicious activity and streaming video to control centers. Service robots deliver drinks directly to gaming tables so guests don’t interrupt their play. Cleaning robots maintain floors during off-hours. These entertainment robots create futuristic atmospheres that attract tech-curious travelers.

16. Stuntronics Spider-Man – Aerial Robot Performer at Avengers Campus

Stuntronics Spider-Man is one of the clearest “pure entertainment” robots in the travel industry. An autonomous Spider-Man figure is a flying robot used at Avengers Campus in Disney California Adventure. During the show, a Spider-Man robot is launched about 65 feet into the air. It flips, twists, and poses like a real superhero before landing on a hidden rooftop. The robot uses sensors, gyroscopes, and smart controls to stay balanced and safe in the air. It can repeat the same dangerous stunt many times a day without getting tired or hurt. Guests love watching the show, filming it, and sharing it online, which brings even more visitors to the park.

17. Casino Service and Delivery Robots

Casinos now use service robots to keep guests happy and operations smooth. KettyBot robots move around gaming floors delivering drinks and snacks. They can also show ads or event info on their screens while they work. Players no longer have to leave a slot machine or table to find a bar. They just order, and a robot arrives with their drink. Other robots, like FlashBot e SwiftBot, move chips and valuables securely between areas using locked compartments and UV-C disinfection. These “co-bots” help human staff, not replace them, and are especially useful when casinos struggle to hire enough workers.

Robert Ripee, executive director of UNLV Black Fire Innovation Hub, observado:

“We’re seeing co-bots that assist humans in various tasks, such as restaurants, food and beverage, housekeeping, and security. The capacity and capability of the robot are fairly limited. It’s for a single purpose.”

18. Las Vegas Casinos: Knightscope Security Robots

Knightscope deploys autonomous security robots in casinos and entertainment resorts across the United States. One large entertainment group signed a master agreement to roll out robots to more than 40 properties, including casinos in Las Vegas. The robots patrol gaming floors, parking garages, and outside areas 24/7. They use 360-degree cameras, sensors, and analytics to spot unusual activity and send real-time alerts to security teams. Unlike human guards, they never get tired or distracted and record everything they see. Their visible presence discourages crime, helps guests feel safer, and can even help properties qualify for better insurance premiums.

19. Pudu SH1 Cleaning Robot: Entertainment Venues and Hotels

o Pudu SH1 is a smart floor-cleaning robot used in hotels, casinos, restaurants, malls, and entertainment venues. It won the 2025 iF Design Award, standing out among nearly 11,000 entries worldwide. Since launch, SH1 has been deployed in over 1,000 venues globally. It automatically scrubs and dries floors, replacing hard, slow manual mopping that can cause back and knee pain. The robot works during off-peak hours, so lobbies and corridors are clean before guests arrive. SH1 connects to the internet and creates cleaning reports, showing where and when it cleaned.

20. Pepper – Humanoid Host on Costa and AIDA Cruise Ships

Pepper is a friendly humanoid robot from SoftBank Robotics used on Costa and AIDA cruise ships. Pepper greets guests, answers questions, and helps them find restaurants, shows, and shore excursions. It can speak several languages, including English, German, and Italian, which is ideal for international passengers. The robot helps reduce lines at guest services by handling simple questions. At the same time, Pepper promotes spa deals, drink packages, and excursions. It has been turning information into extra revenue and creating a fun, memorable cruise experience.

4. Assistentes de robôs para hotéis e aeroportos

Hotéis e aeroportos estão implantando assistentes robóticos para mudar fundamentalmente o experiência do cliente. Os turistas podem fazer perguntas a esses assistentes, obter informações e até mesmo fazer com que executem tarefas importantes, como serviço de quarto. Muitos desses assistentes robóticos também podem compreender e se comunicar em vários idiomas.

5. Robôs em agências de viagens

Outra área em que os robôs estão sendo experimentados é nas agências de viagens, especialmente para entreter os clientes nos horários de pico. Dessa forma, os robôs podem coletar informações importantes sobre o que o cliente está procurando e, em seguida, transmiti-las a um agente de viagens, melhorando a eficiência.

6. Chatbots para reservas de voos ou hotéis

Da mesma forma que as reservas online revolucionaram o turismo, os chatbots começaram a fazer o mesmo. Um exemplo particularmente bom é o SnatchBot Booking Travel Template, que usa IA para orientar os clientes durante o processo de reserva, fazendo perguntas inteligentes ao longo do caminho.

8. Outros exemplos de robôs na indústria de viagens

Finalmente, há uma variedade de outros usos para robôs na indústria de viagens. Isso inclui carregadores de bagagem e mordomos robôs, que podem navegar pelos hotéis e fornecer serviços valiosos ao cliente, e robôs capazes de lidar com check-ins e check-outs, proporcionando uma experiência muito mais rápida.

Robôs contra humanos: os prós e contras

Embora os robôs tenham usos válidos na indústria de viagens, eles são controversos para alguns, e há prós e contras a serem observados. Em geral, os robôs podem oferecer maior consistência e precisão do que os humanos e geralmente são mais rápidos do que os humanos, especialmente no que diz respeito aos cálculos.

Ao contrário dos funcionários humanos, os robôs nunca se cansam ou ficam entediados e não necessitam de motivação. Além disso, os robôs não precisam receber salário, não estão sujeitos a regulamentações trabalhistas e podem funcionar 24 horas por dia, sete dias por semana, 365 dias por ano, sem necessidade de pausas ou feriados.

No entanto, também existem desvantagens. Uma dependência excessiva de robôs pode levar a uma 'crise de automação', onde robôs substituem humanos, levando à escassez de empregos. Robôs não conseguem se adaptar a eventos imprevistos ou mau funcionamento e têm altos custos iniciais e de manutenção a longo prazo.

No entanto, existem algumas situações em que os robôs são necessários. Um grande ponto positivo para usá-los é sua capacidade de funcionar em ambientes perigosos ou traiçoeiros, onde as pessoas não podem trabalhar com segurança.

Perguntas frequentes sobre robôs na indústria de viagens

Os robôs de viagem são máquinas automatizadas usadas na indústria de viagens para diversas tarefas, como atendimento ao cliente, manuseio de bagagem, fornecimento de informações e limpeza. Eles visam melhorar a eficiência e aprimorar a experiência do viajante.

Os robôs aeroportuários são usados para vigilância de segurança, limpeza, manuseio de bagagens, informação e orientação de passageiros e até assistência no embarque. Eles ajudam a agilizar as operações e a melhorar a eficiência e segurança geral dos procedimentos aeroportuários.

Os robôs ajudam a indústria automatizando tarefas repetitivas e trabalhosas, melhorando a eficiência, reduzindo o erro humano, aumentando a segurança e fornecendo dados para uma melhor tomada de decisões. Eles são usados em fabricação, logística, atendimento ao cliente e muito mais.

Sim, os robôs são utilizados na hotelaria e no turismo para tarefas como limpeza, prestação de serviço de quartos, fornecimento de informações turísticas e assistência em check-ins e check-out, melhorando a experiência dos hóspedes e a eficiência operacional.

Os robôs são melhores para viagens espaciais porque podem resistir a ambientes adversos, realizar tarefas sem suporte vital e permanecer no espaço por longos períodos. Eles podem explorar e coletar dados onde isso seria muito perigoso ou impossível para os humanos.

Nos últimos anos, os robôs se tornaram comuns na indústria de viagens, fornecendo atendimento ao cliente baseado em texto e mais interações físicas. Em última análise, os principais benefícios são a capacidade de funcionar 24 horas por dia, 7 dias por semana, sem necessidade de pausas ou motivação, proporcionando maior consistência do que os humanos seriam capazes.

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Martijn Barten

Olá, sou Martijn Barten, fundador da Revfine.com. Com 20 anos de experiência no setor hoteleiro, sou especialista em otimizar receitas combinando revenue management com estratégias de marketing. Desenvolvi, implementei e gerenciei com sucesso revenue management e estratégias de marketing para propriedades individuais e portfólios de múltiplas propriedades.