AI in Canadian Hospitality: Why Technology Can’t Replace Human Connection in 2025

AI Meets Hospitality: Adyen’s Insights for 2025

Artificial intelligence is influencing how Canadians plan their trips, yet human connection remains central to the travel experience. According to Adyen’s 2025 Hospitality Report, one-third of Canadians have already used AI assistants for travel decisions. However, nearly nine in ten prefer not to rely solely on chatbots or automated check-ins when boarding a flight or entering a hotel.

This dynamic highlights a clear opportunity for hospitality professionals: blend digital convenience with genuine human interaction to meet evolving guest expectations.

Key Findings from Adyen’s 2025 Hospitality Report

About 33% of Canadians use AI assistants to help with travel planning. These tools help compare options, optimize itineraries, and uncover personalized recommendations. Still, the majority value human interaction during their actual travel experience. Specifically:

• 86% prefer to avoid human-free check-in processes at hotels and flights.
• 89% would rather not use AI-powered chatbots for bookings or customer service.

This shows that while AI supports the planning phase, travelers want real people involved during key moments.

Technology and Consumer Expectations

Travelers now expect:

• Personalized recommendations based on their preferences.
• Real-time updates throughout their journey.
• Seamless and fast booking experiences.

For businesses, this means integrating solutions that speed up processes and improve personalization. Tools like Adyen Uplift, an AI-powered payment optimization suite, help increase payment success rates, reduce fraud risks, and lower costs—all within a single platform.

Yet, digital tools must complement rather than replace face-to-face interactions.

Balancing Digital Convenience with Human Connection

Despite digital growth, Canadians still want in-person interactions. Research shows that:

• 76% visit physical stores at least once a week.
• 28% visit two to three times weekly.
• 25% of travelers desire more personalized human touchpoints, like concierge services.

Hospitality businesses should focus on reducing friction like long check-out lines and poor customer service. Personalizing loyalty programs, speeding up checkout, and training staff effectively are key steps. Technology must serve as a support, enhancing rather than replacing human connection.

The Role of Payments in Hospitality

Payments technology is essential for creating smooth guest experiences and opening new revenue channels. Unified payment systems connect all customer touchpoints—from mobile apps to in-store POS—allowing businesses to recognize guests and deliver consistent service. Secure payments also build trust, which is vital to guest loyalty.

Innovations in Fintech and Customer Protection

Security remains a top priority. With 35% of Canadian accommodation providers reporting increased fraud attempts over the past year, advanced fraud prevention is critical. Compliance with Payment Card Industry Data Security Standard (PCI DSS) and upcoming PCI PTS 6 standards (launching April 2026) ensures payment devices resist new fraud tactics and support contactless and mobile wallets.

Technologies like network tokenization replace sensitive card details with secure tokens, while AI-driven systems such as Adyen Protect detect and block fraud in real-time. This balance of speed and security builds confidence for both businesses and travelers.

Personalization and Loyalty Programs

Strong loyalty programs influence booking decisions for 43% of guests. Payments data can identify returning customers, enabling businesses to:

• Offer personalized promotions at the point of sale.
• Provide discounts on frequently purchased services.
• Simplify loyalty programs with automatic point redemption across channels.

Integrating payments with loyalty strategies enhances guest satisfaction and repeat business.

Future-Proofing the Hospitality Industry

Fintech solutions will be central to delivering seamless, personalized guest experiences. Unified commerce platforms connect every interaction—online bookings, check-ins, and payments—giving hospitality operators full visibility of the customer journey while improving efficiency.

Automation can ease labor shortages by handling routine tasks, freeing staff to focus on high-value service. Additionally, new revenue streams like merchandise sales or exclusive experiences can be integrated more easily. Alongside strong payment security, these tools equip hospitality businesses to stay competitive and responsive to future demands.