ABSTRACT
As we all know, guest satisfaction is the lifeblood of any hotel. Short-term protability may not depend on guest satisfaction, but long-run hotel protability and prosperity most certainly does. e positive word-of-mouth has long been a key determinant of success in the hotel business, and it carries even more inuence today due to the proliferation of travel blogs. Word-of-mouth (both positive and negative) travels faster and carries more weight in today’s hotel business than ever before. us, it is more important than ever before to leave guests highly satised.
