Travelers Turn to AI for Planning but Remain Cautious About Automated Hotel Bookings

Survey Finds Widespread Travel Problems

A survey of travelers in the United States, the United Kingdom and Australia found that major travel disruptions can cause significant financial losses. The poll, commissioned by Aven Hospitality and conducted by Talker Research, surveyed 2,000 U.S. travelers and 2,000 travelers from the United Kingdom and Australia.

Seventy-three percent of respondents said they had experienced a major travel mishap. The most commonly reported issue was bad weather disrupting a trip, cited by 26% of travelers. Sixteen percent said they had become sick or injured while traveling.

Other problems included arriving at a hotel and finding that an expected amenity was unavailable, reported by 14% of respondents. The same share said their phone battery died or they lost internet access at a critical moment during a trip. Another 14% said they had become lost while traveling.

Thirteen percent reported booking accommodations that were falsely advertised or didn’t meet their travel group’s needs. Respondents described experiences including hotel rooms that differed from online images and canceled flights.

Travelers Estimate Substantial Financial Losses

Respondents estimated that travel mishaps had cost them nearly $2,500 on average. The survey also found that travelers estimated losing an average of $1,891 because of inaccurate or outdated information during hotel booking or because their expectations were not met after arriving at a property.

The reported costs varied by age group. Millennials estimated average losses of $2,496, compared with $956 among baby boomers.

Eighty-five percent of respondents said a travel issue had permanently changed how they plan or book trips. More than half, or 51%, said travel problems they had experienced were linked to a lack of accurate information during the planning and booking process.

AI Use Expands in Travel Planning

The survey found that many travelers are using artificial intelligence tools to research and compare trip options. Sixty-seven percent said they had used AI tools, including ChatGPT, Claude, Copilot and Gemini, in travel searches. Another 68% said they had used AI to compare different travel options.

Fifty-nine percent said they had used AI to book at least part of a trip. However, respondents felt more comfortable using AI as a research and recommendation tool than as an independent booking agent.

Three-quarters of those surveyed said they would trust AI to make hotel recommendations that accurately reflect destination perks, property rules and available amenities. Only 14% said they would trust AI to book a hotel stay autonomously.

Nearly half of respondents, 49%, said they tend to book directly with hotels. That group included 36% who book through a hotel website and 13% who use a hotel’s mobile app.

Future Planning Habits

Ninety-nine percent of respondents said they expect to use AI in some capacity for future travel planning. Seventy-one percent said they plan to use the technology for recommendations, while 28% said they expect to use it for both recommendations and booking assistance.