Hotel managers and researchers are increasingly interested in artificial intelligence (AI) and robots, which are vital to the future of the hospitality industry. However, adopting robotic services is challenging due to the current state of the art and insufficient understanding of the relationship between customer satisfaction and robotic services. Hotels are building a competitive advantage through high technology permeating various service environments. This study examined customer perceptions and satisfaction with smart hotels during COVID-19 based on online reviews by building a list of smart hotel properties that identifies well-performing and poorly performing service quality. Results highlight the advantages of smart hotels in the tourism environment and provide helpful guidance for hoteliers to apply high technology in the service environment. This study examines and demonstrates that the utility of new technologies in a smart hotel at modern times to deal with the challenges of COVID-19, and assures precision and speed in service delivery to improve sustained competition and guest experience.

COVID-19 presents a formidable challenge to global tourism. One of the emergency measures adopted by the Macau restaurant industry has been to increase its revenue by joining an online-to-offline (O2O) platform. Nevertheless, are there any risks that follow these opportunities? This article aims to explore whether any risks follow these opportunities, which could extend the literature. Study 1 explores the key factors that customers focus on by analyzing the content of customer reviews published on the Aomi platform through Python. Results show that brand credibility, freshness, and taste remained prominent in the customers’ dining experience. Packaging, delivery quality, and hygiene emerged as new factors due to the COVID-19 pandemic and the popularity of the O2O platform. Customers and staff continued to participate in service interactions through these online channels. Meanwhile, Study 2 contributes to the present understanding of O2O services in restaurants by interviewing catering professionals, and the results highlight how restaurateurs adopt their strategies on O2O platforms.

In the field of tourism, casino hotels consume considerable energy and water resources. They differ from general hotels due to their specific features; consequently, the environmental practices of casino hotels differ from those of general hotels. Thus, the application of a general hotel’s environmental management system (EMS) to a casino hotel is not suitable. To this end, in this study we developed an EMS for green casino hotels in Macau. We selected the casino hotel EMS indicators from ISO 14000 and nine representative green hotel evaluation systems. We additionally employed the Delphi method to determine the preliminary EMS evaluation framework. Based on our findings, indicators in 10 dimensions were identified and prioritized according to their relative importance and feasibility. The EMS developed in this study provides management suggestions for governments, hoteliers, and consumers to improve environmental management.