# Humanoid Robots in Tourism and Hospitality--Exploring Managerial, Ethical, and Societal Challenges
## 4 Results and Discussion
### Humanoid Robots and Society
The presence of humanoid robots also influences cultural practices and social interactions within the hospitality context. [PERSON]'s ability to engage in natural language conversations can alter traditional hospitality norms, as guests may begin to expect similar interactions in other contexts. [PERSON]'s use of visual cues and instructions can significantly impact passenger experiences, especially in multicultural and multilingual environments like airports. The futuristic experience offered by Henn-na Hotel's robot staff attracts tech-savvy travellers and those interested in novel experiences, potentially influencing travel trends and cultural practices in hospitality. However, as seen with Henn-na Hotel's robot failures, ensuring cultural sensitivity and practical functionality in robot programming is crucial to enhancing guest satisfaction and maintain positive social interactions. Humanoid robots also have the potential to improve equity and accessibility in the tourism and hospitality industry. [PERSON]'s multilingual capabilities enhance accessibility for international guests, providing services in multiple languages and improving the overall guest experience. [PERSON]'s ability to assist with navigation can greatly aid passengers with disabilities or those unfamiliar with the airport layout, enhancing their travel experience. The multilingual and efficient service provided by the robot staff at Henn-na Hotel makes the hotel more accessible to non-native speakers and guests with specific needs. Nevertheless, the dismissal of robots at Henn-na Hotel due to their inability to perform basic tasks effectively suggests that equitable access to reliable robotic services for all guests, including those with disabilities, remains a challenge in promoting inclusivity in hospitality. It is essential to ensure equitable access to robotic services for all guests, including those with disabilities, to promote inclusivity in hospitality. Ethical considerations and public perception are closely tied to the societal acceptance of humanoid robots. [PERSON]'s role raises questions about data privacy and the ethical use of AI in guest interactions, particularly in how guest information is used and stored. [PERSON]'s use of advanced AI for navigation must be carefully managed to avoid issues related to surveillance and passenger privacy. The extensive automation at Henn-na Hotel can lead to public concerns about the loss of human jobs and the ethical implications of relying heavily on robots. The hotel's decision to fire underperforming robots, such as the dinosaur check-in robots and the concierge robots, also reflects the ethical need to prioritize guest comfort over technological novelty. Implementing transparent data practices, ensuring guests are aware of and consent to how their information is used, and engaging with the public about the benefits and limitations of robotic staff are vital for maintaining trust and addressing ethical concerns. The interaction between humans and humanoid robots can have psychological and emotional effects on both guests and employees. Guests interacting with [PERSON] may experience a range of emotions, from fascination to discomfort, particularly if the robot's appearance and behaviour are very human-like. [PERSON]'s friendly communication style aims to reduce travel stress, potentially improving the overall emotional experience for passengers. The novelty of interacting with robot staff at Henn-na Hotel can evoke excitement or curiosity among guests but may also lead to discomfort for some. As evidenced by the problems faced by Henn-na Hotel's robotic staff, including the slow and noisy bellhop robots, it is clear that poorly designed or malfunctioning robots can also lead to frustration and negative experiences. Designing robots to avoid the \"uncanny valley\" effect and providing guests with options to interact with human staff if preferred can help manage diverse emotional responses and enhance the overall guest experience.