Enhancing Guest Satisfaction in Hotel Booking Websites through AI-Driven Personalization and Adaptive User Interfaces

Abstract

The rapid growth of the online hospitality industry has prompted the need for continuous improvement in user experience to maintain competitiveness and enhance customer satisfaction. This study explores the application of Artificial Intelligence (AI) in personalizing hotel booking websites to optimize guest satisfaction. The research focuses on AI-driven personalization techniques and adaptive user interfaces (UIs) that respond to individual preferences, behaviors, and real-time interactions. A novel framework is proposed, integrating machine learning algorithms to analyze user data, predict preferences, and deliver tailored content, such as personalized hotel recommendations, dynamic pricing, and custom travel suggestions. Additionally, adaptive UIs that adjust according to the user's browsing patterns and device context are incorporated to ensure a seamless and intuitive experience across platforms. The study employs both qualitative and quantitative research methods, including user surveys, A/B testing, and usability assessments, to measure the impact of these AI-enhanced features on user engagement, conversion rates, and overall guest satisfaction. Findings indicate that personalized recommendations and adaptive interfaces significantly improve the user experience by reducing decision fatigue and increasing booking conversions. Moreover, AI-driven personalization results in higher guest satisfaction and retention, providing hoteliers with a competitive advantage. The paper concludes with practical recommendations for implementing AI technologies in hotel booking systems and emphasizes the importance of continuous adaptation to evolving user needs and technological advancements. This work contributes to the growing body of literature on AI in hospitality and offers actionable insights for industry practitioners aiming to leverage emerging technologies to enhance customer satisfaction and loyalty in the digital age.