No it’s not unreasonable at all. We went out to eat to a Steak and Shake restaurant and there’s no one to take the orders. You use a kiosk and go pick it up at the counter. I don’t like it

Blame Al for that! Never did like the guy. Wants to know everything but gives nothing in return.Edited 04-Jul-25 07:26am

No good Customer service is dead

It is not unreasonable to expect personal service. It is just a shame that with the changing of the guard, the personal touch is starting to be a thing of the past.

I find it is sad, and just down right "weird", not to have 'personal service'. We've also experienced this in the past, what you are currently experiencing.

What is this world coming to? More people are out of work.

I expect personal service at all times.

I would hate this - love talking to real people and hate being treated like a number and a faceless entity.

I think you should be offered the service of having someone there to answers any questions that you might have at check in time

Soon it will be robots we will be talking too.

These days expecting any human interaction seems to be totally unreasonable

prefer personal service

One would think so it is not a BnB . Why should you have to look everything up on line. They dont want to pay wages but they do want their hotel used.The society ages for travelling are wide and varied as are the cultural and educational levels . Service should be provided face to face

I would be letting people know about this place. I wouldn't want to stay there. They can jump I say.

I too prefer personal service

that is scary and probably worst idea then those self checkout lines in walmart lol no laughing matter.

I think it's horrible. More and more these days you get "spend your money here but don't expect any service". What happens if there is a problem or you need to ask for something? I always push back and voice my disapproval.Edited 03-Jul-25 20:36pm

THAT IS SHOCKING TO HEAR. IT WOULD BE LOVELY TO HAVE A STAFF MEMBER TO GREET YOU WHEN YOU ARRIVE AND THANK YOU WHEN YOU LEAVE,

We recently stayed in a small motel in south coast NSW. After taking our room key we never saw anyone there until the next morning. I think country areas are very short handed even during busy weekends.

Ask when booking if there are humans there

personal service is important

The welcome robot not built yet .I'm sure that there are security cameras and someone is watching could even be from afar .Some place have duty manager that stay hid unless required maybe a phone call away .Saving on wages and when you do a review put it down no personal welcome sure they will have an answer for you. Most places that you arrive to outside of office hours do email access instructions ;

If you’ve watched Fawlty Towers, maybe this is a better option!

meh

DISMANTAL THE ROOM, AND SIT BACK AND WATCH THE FUN, PACK EVERY ITEM ON THE BED, YES BAR FRIDGE AS WELL. HE HE.

It’s not nice at all to not have someone there to greet you

I have never encountered this anywhere around the world and definitely not in Australia. I supposed soon it will be AI everywhere and customer service will be non existent. Look at supermarkets. We have to do it all ourselves now. Complain, complain complain and maybe they will get the hint. Find places that actually still offer face to face service. I never use the self checkouts at supermarkets etc. Cash is going and again it is up to people to say NO. Not just allow these corporations to dictate to us. When the networks go out you cannot access your own money, phones, etc. Time to wakeup now as it will soon be too late.

If no direct (human to human) contact wasn’t mentioned when you booked the room, I would get at the very least, a partial refund.

How COVID has changed us, contactless service.

I think I'm old too because I still believe in good old fashioned service :) I hate having to do stuff online and virtual assistants and AI bots. I just want to speak to a human but it's getting harder and harder. I run my own finance business and all my clients deal with me personally. I don't use overseas call centres, I don't use AI, I have a phone and talk to people, I meet them in person, and I reply to emails the same day. I know that makes me a dinosaur but I refuse to let personal service die in my business at least. Anyway enough ranting, I hope you and your fiance enjoy your road trip. Best wishes.

I wouldn't mind no humans like when you stay at an AB&B. Of course if a problem arises thee needs to be a contact to solve it.

No, it's not unreasonable. But, that's life in 2025. Get used to it Everyone.😝

we get what we pay for. you might have a case if they didnt mention it was digital, BUT a bit late now, place to complain is the companies not Rewardia... just sayin

Of course it isn't unreasonable. It is ours by Right. after all we are not, though our Politicians and those idiots who promote all this AI and Autonomous nonsense think, and prefer, that we should be, just Numbers. These idiots are promoting all this AI and Autonomous stuff for just one reason: To make lots of money to feed their and, seemingly, those owning and running Hotels, Government Departments and increasingly so many Retail and other Commercial Operations, newest deity whose name is GREED. Just what the most stupid people of all, the Politicians, are going to do with all the millions being thrown out of Work as a direct result of AI, Robotics etc. taking over those much needed Jobs, no-one knows - least of all the Politicians! Human beings, though we might complain about having to go to work actually NEED to have Work, We NEED Jobs - no matter how mundane. Has anyone, other than myself, given any thought to what will happen to all those millions who will, inevitable and eventually be thrown out of work forever? As Eliza said in My Fair Lady: Just you wait, 'Enry 'iggins, just You wait! Mental illness will increase like never before, Addiction to Legally Prescribed and Illegal Drugs will become a worse pandemic than Covid19 was. The Suicide rate will multiply a 1000 times, Criminality will boom. Why? because those millions thrown out of work by this unintelligent rush into AI and Autonomy will become Bored. Now I am not in any way religiousd, but that old adage: The Devil makes work for Idle Hands will be proven beyond any doubt. Who is the Devil? The Politicians and all those responsible for this madness.Edited 03-Jul-25 14:57pm

I booked accommodation recently via an app and was arriving later in the evening. I thought this would be the time to have an automated check-in. But I was really surprises to be met by a wonderfully cheerful and helpful woman. She could see we had been through a lot in the day and gave us an upgrade. That is what we all should be entitled to.

I seems to be personal that was not good.

Absolutely! That Should be what a business is all about! I grew up with "The customer is always right" meaning we are there to accommodate them! I miss having a service station attendant put gas in my car, clean the windshield and check the oil in my car. I reward with a good tip if I get good service from a waitress! ;-D

1pt. Would be nice if a real person greeted you, what if you need something or god for bid someone gets hurt is a text msg going to hel you No.

Yes it's going to cheap 0pay a little more and get background cks no illegal aliens

It seems so impersonal

I have always thought it is great service that keeps people coming back to enjoy where they stayed, I would be sad, love meeting people!

Not unreasonable at all because everyone deserves to be acknowledged with a personal welcoming when you arrive at your accommodation regardless of how much it costs per night,it's just done out of respect and kindness.

I stayed at one hotel where everything was available to me,could log into my streaming app on t.v,scan code for room service from the bistro next door and have it personally delivered to my room,which was already fully stocked with breakfast,bathroom goodies and had a passkey for room,lights,heating and a terrace balcony for $120 inner city. The trick to getting a good price was check online all booking agents ,then call the hotel direct. I told them the cheapest price and which booking agent offered it,they matched it plus extras. Happy days...😄 There was security there,but no concierge. They had info desk directing me to where to collect passes, coffee machine and and goodies for me to enjoy and clear directions to my room,which was better than expected.

Dear Smooch sorry to hear of your problems rude uncaring people particularly in motels Rudeness

No, I don't think it's unreasonable but unfortunately I believe it is happening more and more often.

Most of my stays all I really want is a clean room ,bed and an outstanding bathroom( you know,the extra large shower and shower head,super clean with a basket if goodies. Maybe a kettle with coffee/ tea etc and a fully stocked mini fridge. If it's cheaper to have no one at the reception desk I am all for that. Most of my stays stays I have turned up at 10pm or later,I don't need help,just sleep,and a hot shower.

I really appreciate everyone’s feedback on this topic. It’s been instructive! One thing I should have included in the original discussion (but wasn’t able to edit it before it was published) is that we had a truly exceptional experience at Victor Harbor City Inn, in South Australia. The owner welcomed us with chocolate brownies and a warm smile, then, when she heard that we were visiting friends twenty minutes away, insisted on driving us there and wouldn’t accept any money for petrol or her time. So thoughtful and so appreciated. We definitely know which establishments we’ll be returning to!

If you are paying good money to stay in these places, then you deserve real customer service. Would only accept no human interaction if the place was a budget accommodation where you just need a place to sleep for the night before quickly moving on..

i would not stay at a place like that If we all did the same they would have to change. Its the same at the supermarket if you check out yourself I will never use them unless i get a discount for doing their job

I have decided to not return to one of my favorite fast food places because of AI. I don't eat there very much, once in a blue moon, but, went there the other day and couldn't really order what I wanted because the stupid AI mess couldn't understand what I was saying, I guess because of my Southern accent. I went ahead and made a small order and got to the front and asked the guy if my hamburger was going to be made by a human before I even offered to pay for the meal and he laughed and said yes. We talked about the AI order taker and he thought it was funny that I didn't like it, so, I won't be going there again unless I get out of the vehicle and go to the window...Freaking Checkers/Rally's, you're losing customers because of that mess... Next time I pull up to a place, since I really eat at select restaurants, if there is another AI order taker, I will leave! I think that we deserve personal services. We worked for our money personally and so I think we deserve to be served personally.

Frankly no. Customer service in many industries are now about non existant. The older generation, which I am one, bases my buying power a lot on real customer service.

Its just a start of what Ai will be taking over. Who knows what will be next - will they replace doctors doing operations. That's a bit scary.

AI and stupid technology I would not like doing this. I would prefer to see and talk to real people and know someone is doing a job they love and enjoy than have no contact it is just not okay to me I dislike AI

Times are changing it seems and personal attention to clients is receding as well

I agree having friendly staff makes all the difference in having a positive experience

One of the most memorable things about a stay is the friendly helpful people. They are irreplaceable for local knowledge

It would be comforting to know, that in case of emergency, a real person would respond to a call and be able to help. Too much automation and not enough humanity

We just got back from a vacation stateside and didnt encounter this, I cant imagine what these hotels are thinking when they do this, I am paying to stay at your hotel and I expect certain things when we go to check in one being a live human being.

I think that’s Aweful….soon there will be a lot less jobs than there are now. Human interaction is so very important. It’s all about that almighty dollar.

I like personal service but also like no interference in the things I do so, I like it either way

You bet! As unreasonable as a senior with Alzheimers. How can an establishment make any money if they just give it away to employees? You should thank your lucky stars that they gave you as much attention as required. It's all about the Benjamins (U.S. $100.00 dollar bills).

I have encountered this in recent time as well. I have been in Hospitality all of my working life and I wouldn't dream of abandoning my guests! If you don't want to work it, why buy a motel as a business? Currently, I manage a catering company. Since Covid, we have morphed into more of a delivery service but we still cater at venues for weddings, etc. We deliver to a lot of companies for staff training days, meetings, staff appreciation days, etc and in recent years I have noticed more and more companies don't have a receptionist any more. You have to "sign in" on a tablet, which then emails the person you are delivering to. If that person isn't at their desk, you can be standing there like a lemon with food going cold because there is nobody in site to ask.

it maybe the time you check in, after say 8.00pm at night is reasonable to not expect someone to be there & instructions of how to get in your room, in the morning I would expect to have the office open. We just stayed in a place ,accomodation for wedding guests, there were no instructions for using anything , the coffee machine blew up , the owner said it worked before when we phoned him, there were less than two toilet rolls in on bathroom for six adults when we ran out the owner said he could not get any to us for an hour, mhy daughter had to drive to another property , the place was not as clean as it should have been either, our review will not be positive as we were staying in quite expensive accomodation.

Make a movie. Instead of like an old western with people walking round a Ghost town with their guns. You can make a like new western, with people walking around ghost hotels with their smart phones. Filming every thing they see. "THE GHOST HOTELS OF THE SOUTH" SMOOCH special. Warning this could scare young viewers. AI robots couls be seen, and Ghosts may pop up.Edited 03-Jul-25 10:32am

Just boycott those hotels. They'll learn soon enough when the money dries up...

If you figure out how to live in your car. You'll always be greeted by your Fiance I guess or Vice versa. All thse places can't afford a Neo robot, nor can they afford staff. Are they now what we refer to as "Ghost hotels". they're still smaller than "ghost towns". Or is it just part of the cost of living crises, they can't afford to put any shoes on anymore.

No but it dowes not help them with repeat customers

No

It’s not unreasonable in my opinion

Good old days when human was around

I believe if you read over your question, and you get to this part,,, "We are paying a fair bit each night, and the places we re staying at are saving money by not providing friendly, helpful and knowledgeable staff." this answers your question, you chose a place you save money by not providing what you are seeking,,,, just a thought ;-))

yes, I think this sucks big time, I don't mind getting replaced by a better women or man but being machines would cut like a knife ,i only hope people who go this route do the bleeding, this i why i won't use self service

Think it’s steering towards AI, etc, robotic even! 😪

Your personal service comes from an algorithm and the internet. We have lost people interaction in a lot of our services. It is no wonder society is calling out that"my mental health" is suffering. People are social and need people interaction. Right now we are communicating with the internet and social media. It will get worse with the introduction of AI. So sad because people are missing out on social connections.

YES , NOE AIRBNB USES ONLY CODE WORDS TO OPEN THE DOOR FOR YOUR BOOKINGS. NOT SURPRIZED AT ALL

Yes it’s just slack. I hate it too.

I have noticed that a lot of places have limited hours. But I stayed at a Motel just recently in a country town in Victoria, and the staff couldn't be more helpful. I stayed in a very big hotel in Darwin the following week and it was hit and miss with the staff.

Sorry to hear you've experienced these issues Smooch. It sounds like you're staying in the smaller Motor Inns and Motels in regional towns, although i do know some city accommodation also do no contact check in now too. From my own experiences over the past decade, I have found that many of these motels/motor inns are owned by foreign investors living either overseas or in capital cities. They employ visitors from their home countries to manage and clean the motels they own and try and keep contact with guests to a minimum if any contact at all. I had some issues with a motel i stayed in earlier this year (Dirty room, bed bugs, etc- the motel looked lovely online when i researched it), when i was able to find a staff member, that is what they told me and by the time i was actually able to track down the motel owner, i realised the business was registered to an address in a large apartment block only about a ten minute drive from where i live. I really should not have been surprised as it seems to be happening in most regional towns now.

I haven't experienced it yet. I haven't stayed in motel or hotel since we went to America and Hawaii on a holiday and that was years ago now. When we travel we always stay with family now in Australia and New Zealand.

Just like how supermarkets have gone with self check out many hotels and motels have gone with self check in and self check out. It does not make it right it is just the way it is.

It sounds like you didn't even receive a friendly AI. Text messages are pretty cold. On the other hand, you aren't giving tips to porters or any other staff. I favour actual staff to greet you just like in Hawaii when you receive a lei upon arrival.

Wow, its come to this? Sad

depedns

no, it's not.

ty JANN R

I have not heard of this I live in victoria but have not travelled for a long time maybe they are just trying to save money I dont know

I don't like it one bit, I prefer to be welcomed by a real person and I would prefer to know there are friendly, helpful, knowledgeable staff present. Another side I don't like is this means that those welcome staff or reception staff are now out of a job because of someone's greed for more money. I wouldn't support those places.

It's the way the world is going, for better or for worse, technology replacing human interaction. As an introvert, I'm not upset about it to be honest, but I can understand why some people are though, those who want that personalized touch that only a real person can provide.

To me that's the meaning when you travel or do anything really! I would not book anything without the personal touch!!

Ugh, I feel you! Total bummer when you're expecting a nice trip and it feels like you're dealing with robots the whole time. A little human interaction goes a long way, you know? Some places just get it, and others... not so much.

Rather go to a place that's very welcoming. Lovely to see smiling 😃 faces as you go into reception,

Good customer service is had to find. Even a pleasant hello and goodbye is too hard for some..Appreciate it when you do get it!

Yes it is very unreasonable/ it's very much like checking out at Supermarkets, I refuse to use the self service ones and always tell my son that I want to keep the people employed!!!Edited 03-Jul-25 06:54am

I think the human touch is becoming a thing of the past

Make a complaint...

Call me old-fashioned, but if that is what new hi-tech "hospitality" looks like, it's not for me. Then again it means there is suddenly a great, golden, gleaming opportunity for humanity!

I like the self checkout now cuz the cashiers were not that friendly and engaging.

Whatever happened to warm, cordial customer service? Today's children are more interested in social media or poor manners. We still need human interaction-without it, we are just empty.

Like anything in life, if you are not satisifed move on to somewhere else. It would not bother me either way.

HI, TY Smooch-Vic