From AI adoption to impact: Key takeaways from the h2c Global Study 2026
Anna Fechner
As a proud sponsor of the h2c Global Study 2026, we’ve taken a closer look at what this year’s findings reveal about the next phase of AI in hospitality. Adoption has taken off. Now, the focus is shifting to real impact, the rise of AI agents and the technology needed to put them to work.
So, what does the study tell us about where AI is heading?
AI adoption is soaring, but impact is still catching up
91% of hotel chains now use AI, up from 78% in 2025. The benefits are already visible: 67% report improved operational efficiency and automation, while 59% say AI frees staff to focus on higher-value work.
Yet only 13% report measurable ROI, while AI’s contribution to overall business performance already averages 5.6 out of 10.
AI is moving from assisting to acting
24% of hotel chains already use AI agents, with another 44% planning to introduce them. And 70% expect AI agents to be a key area of innovation over the next two years.
This signals a shift from AI that supports individual tasks to agents that can take action towards a goal. With 70% seeing potential for staff-facing agents, more autonomous hotel operations are moving closer to reality.
AI-ready infrastructure is becoming essential
Today, 15% of hotel chains already have a standardised AI data access layer such as MCP, with another 32% planning to put one in place. Agent communication and orchestration are still emerging, with 9% and 8% already having these capabilities in place.
As AI moves from assisting to acting, access to real-time data and connected systems becomes critical. An open, connected and AI-ready technology foundation is what enables agents to turn that potential into operational impact.
