I have eaten often at Roseate House Aerocity, drawn by its buffet spread, 24/7 breakfast and hospitality. I am not sure how I feel about their newest hire.

Instead of the now familiar staff, I am greeted by an AI-powered robot when I visit, its animated face lighting up as it welcomes guests. I have encountered robots in different parts of the world, most recently in Dubai. In India, vegetarian restaurant The Yellow House, with outlets in Jaipur, Ayodhya, Lucknow, Vadodara, Surat and Kanpur, is known for its tech-driven experience. In Gurugram, Om Sweets has also incorporated these machines. Most of them feel impersonal, even awkward in their design. This one, with its wide, expressive eyes and gentle movements, felt a little more approachable.

Once inside DEL, a server escorted me to my table (thankfully) and explained that the robotic technology had been introduced to improve speed and efficiency, making the hotel one of the first five-star properties in Delhi to experiment with this format. For now, there is just one robot in operation that functions more as an assistant than a replacement. 

Behind the scenes

The idea to bring in robots for service struck Kush Kapoor, CEO, Roseate Hotels and Resorts last year. After several rounds of trials, the team partnered with a startup to develop a system tailored to their requirements. “We developed our robotic service systems in-house, built on operational data and guest behaviour insights gathered across our restaurants,” he explains. “Rather than relying on off-the-shelf technology, this was about creating something aligned with our service philosophy.”

The robot plays a limited role within the dining room rather than functioning independently. Service continues to be led by the staff, who remain central to guest interaction. If anything, the robot is currently less efficient than a trained server, especially in a dynamic restaurant environment where quick judgment is key. 

Operationally, the system is straightforward. Servers place dishes or drinks on trays attached to the robot and key in the table number, following which the machine makes its way across the restaurant to deliver the order. It moves at a controlled pace to prevent any spillage. Once the diner picks up their order, it returns to a designated station.

The machine is charged before each service — breakfast, lunch and dinner. A full charge takes about two to two-and-a-half hours and lasts roughly four hours.

While the system works smoothly for the most part, there are occasional hiccups. At one point, I notice the robot begins to move before the food has been taken off the tray, requiring quick intervention from a server. “Adapting to dynamic environments has been a challenge,” Kush admits. “We’re refining the system through constant feedback. Since this is new technology, trial and error is inevitable — it’s very much a learning process.”

Novelty over necessity?

What is clear is that the robot has not led to any reduction in staff. The dining room continues to be fully serviced by people, with the machine playing a supplementary role. 

However, its presence has certainly piqued curiosity among people of all ages. During lunch, I noticed a child trying to strike up a conversation with it, while another guest waved as it passed by. The robot is programmed to stop whenever someone steps in front of it, ensuring it does not bump into guests. “It adds a sense of novelty to the dining room, without quite taking over the experience,” says Kush . 

But that novelty comes with its own trade-offs. Being served by a robot can feel oddly anonymous. There is no eye contact or an intuitive understanding of a guest’s needs, and none of the little conversations that shape a dining experience. It all feels too engineered. 

What’s next? 

For the hotel, though, this marks the first step towards the use of such robots. There are also early discussions around deploying them for in-room dining, a far more complex task that would involve navigating elevators and corridors.

As I was leaving, the robot appeared once again, guiding me towards the elevator. It paused as I stepped in, displayed a brief “returning” message, and made its way back to the restaurant. In an industry where hospitality has always been human, the presence of technology still feels like an experiment. For now, at least, the robot is a reminder of what good service inherently depends on: people.