What is the meaning of "impersonal" in " I think most of the big hotels are so impersonal"

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In this context, "impersonal" means "almost like a robot." "Personal" means "almost like a friend."

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It means not paying attention to your personal needs.  Usually in this setting, because the hotel is very large and busy its not possible to give personalized service.

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It means emotionally 'cold'. Not 'warm', friendly, or caring.