How AI is Transforming Hotel Spa & Wellness Operations

Artificial intelligence (AI) is transforming hospitality, particularly in spa and wellness operations. In 2024, Lotte New York Palace introduced the world’s first fully automated AI massage, allowing guests to customize their experience via tablet and access services outside typical hours. AI is also used to support human therapists, as seen at Sensei Lanai, where sensors help tailor treatments and reduce administrative tasks. However, challenges remain: machine malfunctions or system failures could disrupt service or pose safety risks, especially if guests cannot stop the AI massage without human intervention. Balancing innovation with safety and personal touch is essential.

人工智能（AI）正在重塑酒店业，尤其是在水疗（Spa）与康养运营领域。2024 年，纽约皇宫洛特酒店（Lotte New York Palace）推出了全球首款全自动 AI 按摩服务，宾客可以通过平板电脑个性化定制按摩体验，并在常规营业时间之外享受服务。AI 也被用于辅助人类理疗师，正如拉奈岛四季神圣度假村（Sensei Lanai）所展现的那样，传感器技术有助于量身定制疗程并减少行政事务性工作。然而，挑战依然存在：机械故障或系统崩溃可能会中断服务或带来安全隐患，尤其是在没有人工干预的情况下，宾客如果无法自行中止 AI 按摩，可能会面临危险。因此，平衡技术创新、安全保障与人文关怀（personal touch）至关重要。