Abstract:

The hospitality industry has experienced a significant technological transformation, accelerated by global crises such as the 9/11 attacks, the financial crisis, and the COVID-19 pandemic. These disruptions led to the adoption of artificial intelligence (AI), virtual and augmented reality (VR/AR), and the Internet of Things (IoT), reshaping user experiences and operational efficiency. However, some studies have expressed concerns about the loss of emotional connection and human warmth traditionally linked to hospitality settings. Guided by concepts from Maslow’s Hierarchy of Needs and sensory innovation theory, this research explores how sensory design can bridge technological innovation with emotional engagement in hospitality environments. Building on this foundation, the study examines how technology can be integrated into hospitality settings to create immersive, emotionally resonant experiences.

A scoping review was conducted to synthesize research published from 2011 to 2023 on innovative technologies and sensory design in the hospitality industry. Databases searched included Google Scholar and the Texas Tech University Library, using terms such as “hospitality history,” “hospitality technology,” and “sensory innovation in hospitality design.” Twenty-five peer-reviewed studies and industry reports were analyzed thematically to identify trends, gaps, and implications for environmental design in hospitality settings.

The findings show that while emerging technologies like AI, VR/AR, and IoT improve operational efficiency, personalization, and service automation, they also reduce opportunities for human interaction and emotional engagement. Sensory design, based on the seven sensual notes of hospitality, sight, sound, smell, taste, touch, intuition, and impression, provides an essential balance to this disconnection. Incorporating multisensory elements into hospitality spaces enriches the guest experience, fosters emotional bonds, and strengthens brand identity. This approach suggests that technology can meet functional needs while sensory strategies address emotional ones, creating a more complete and satisfying guest experience.

Overall, this research contributes to interior and environmental design by positioning sensory innovation as a framework for balancing technological efficiency with human-centered experiences. In education and design research, the findings highlight the importance of teaching future designers to incorporate sensory awareness into technology-driven environments. Striking this balance between automation and emotional connection is vital for the future of hospitality design, ensuring that technology supports, rather than replaces, the human experience.

Keywords:

Sensory design, hospitality environments, technological innovation, emotional engagement, multisensory experience.