In the hospitality industry, music plays a crucial role in shaping the guest experience, but its impact can be contentious. While some guests appreciate the ambiance that music creates, others may find it intrusive. Interviews with customers revealed that music in hotels, restaurants, or other venues can either enhance the atmosphere by providing energy and liveliness or detract from it by being too loud or mismatched with the environment. For instance, some guests feel energized by background music, but others report feeling self-conscious or overwhelmed, especially if the music feels too intense for a relaxing space. The type, volume, and style of music can affect how guests perceive the atmosphere and whether they feel at ease.
Music in hospitality spaces can also be seen as an imposition on personal space. Sociologist Erving Goffman’s concept of the "territories of the self" can be applied here, where loud or inappropriate music intrudes into a guest’s mental and physical space. Sound, unlike sight or touch, is difficult to escape or control, and guests may feel overwhelmed by noise that disturbs their sense of comfort and privacy. In environments like hotel lobbies, restaurants, or lounges, music that is too loud or not aligned with the desired ambiance can lead to discomfort and disrupt the natural expectations of the space. Guests may prefer a more serene atmosphere, where they are not forced to interact with unwanted sounds.
In response to these challenges, some hospitality venues have started offering quiet hours or designated peaceful spaces to cater to guests who prefer a more subdued environment. By lowering volume levels or offering spaces without music, businesses aim to create a more comfortable, accessible experience for a diverse range of customers. Such measures reflect the growing understanding that not all guests respond to the same sensory stimuli in the same way. This also highlights the importance of considering the diverse preferences of guests and how they interact with their environment, as it can greatly influence their overall experience.
Ultimately, hospitality businesses must carefully curate the use of music, recognizing that while it can enhance the mood and energy of a space, it can also become overwhelming if not balanced correctly. Music has the power to enrich the atmosphere, but when overdone, it risks causing sensory overload. As the famous composer John Cage suggested, silence is elusive, and all spaces are filled with sound—whether we want it or not. This idea encourages hospitality businesses to rethink how they approach background music, ensuring it complements the ambiance and enhances guest experiences rather than detracting from them.
Source: Contested spaces: you can’t stop the music – the sounds that divide shoppers. The Conversation.