Can guests tell the difference between an AI and a human receptionist?

A blind, real-world test across four hotels measuring guest perception during booking calls.

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Year:2025
Duration:7 days
Hotels:4
Call types:bookings and guest inquiries
Environment:real guest calls

Why this test was necessary

We recently ran a blind test across four hotels for a full week. After each booking call, guests were asked one simple question:

"Were you speaking with a human or an AI?"

Here's what happened.

84% guessed they were speaking with a human. 13% said they were unsure. Only 3% accurately detected the AI agent.

Most guests were genuinely surprised when they later learned it was an AI agent.

How the test worked

  • •AI agent handled real booking and FAQ calls
  • •Guests were not told they were speaking with AI
  • •Calls happened naturally during normal hotel operations
  • •No incentives were given to influence responses

The single question asked

"Were you speaking with a human or an AI?"

What guests thought

84%

guessed they were speaking with a human

13%

said they were unsure

3%

accurately detected the agent as AI

Guest reactions during the test

"It didn't even cross my mind something was off, she just replied so fast."

Guest at Maplewood Inn, Tacoma

"I had a tiny suspicion, but honestly the voice and responses felt too human. I assumed it was a real person."

Guest at Riverbend Suites, Puyallup

"No way that wasn't a real person. He was making jokes and recommending places to visit."

Guest at Cedar Pointe Lodge, Seattle

"It's honestly scary how real she sounded."

Guest at Oakstone Hotel, Federal Way

Hotel names anonymized for privacy.

What this means in practice

Guests value speed and clarity over whether it's human

What matters most is getting their questions answered quickly and accurately. The technology behind the conversation is secondary to the quality of service.

After-hours calls are silently costing revenue

Every unanswered call at 11 PM is a potential booking lost to a competitor. AI ensures you're always available when guests are ready to book.

AI removes bottlenecks during peak periods

When multiple calls come in simultaneously, AI handles the overflow without putting anyone on hold or missing opportunities.

Front desks regain focus on in-person guests

Staff can provide better face-to-face service when they're not constantly interrupted by phone calls for basic information.

For us, transparency is everything. We never make claims without proof, and we want anyone in hospitality to evaluate the quality for themselves. This case study includes the real testing method and real guest reactions.

Whether a hotel chooses to work with us or not, understanding how guests respond to AI is becoming critical for booking experiences, after-hours support, and call coverage.

Hotels Participating in This Test

M

Maplewood Inn

Tacoma

R

Riverbend Suites

Puyallup

C

Cedar Pointe Lodge

Seattle

O

Oakstone Hotel

Federal Way

Ready to See How AI Voice Agents Perform?

Let's discuss how AI voice agents can transform your booking experience and handle guest inquiries 24/7 with natural, human-like conversations.

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