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This paper aims to provide an exploratory investigation into contemporary interpretation methods used in historic gardens and their fundamental role in enhancing the visitor experience and sense of a place.

A series of semi-structured interviews (n = 65) with Wrest Park visitors – who had the opportunity to experience new interpretation methods provided on-site – have been carried out in an attempt to explore their sense of place through interpretation.

The research suggests that interpretation has a fundamental role to play in “telling the story” of historic gardens, with 92.5 per cent of the sample understanding elements of the place’s history, significance and evolution. The findings further suggest the presence of two distinct visitor typologies – history explorers and leisure seekers.

The study provides implications for theory and practice and recommendations for historic garden practitioners.

The importance of conceptualising and operationalising interpretation in historic gardens has received relatively little attention across the extant body of heritage interpretation literature. English Heritage’s Wrest Park, which is amongst England’s most prominent historic gardens, is used as a case study.

Purpose: The purpose of this chapter is to critically evaluate the implementation of technologies from the perspective of guest services, innovation and visitor experiences. The paper focuses on the value of robots, service automation and artificial intelligence in hospitality and examines their influence on service quality

Design/methodology/approach: The chapter is a critical and conceptual overview of the emergence and implementation of robots, service automation and artificial intelligence in the hospitality with an emphasis on service, service quality and guest experience. A comprehensive overview of the academic literature of customer service and guest experience is combined with industry examples from various service operations in hospitality in order to examine the implementation of RAISA in the hospitality industry from a range of academic and practical viewpoints.

Findings: The chapter argues that despite the global acceptance of technologies in service industries in general and hospitality in particular, it remains difficult to find the right balance between digital and human interactions. In the context of service quality, the implementation of robots and service automation is increasingly important for gaining a competitive advantage, but the provision of more personalized guest experiences remains controversial.

Originality/value: The study provides a comprehensive and systematic review of RAISA in a hospitality context and examine their impacts on service quality. The chapter is a critical examination of the potential of RAISA to transform the service experience and raises some fundamental questions regarding the need for RAISA, its practical implications and impact over the understanding and measurement of service quality.