ABSTRACT
In the hotel business, due to the high human component and the many moving parts, things are bound to go wrong from time to time. For example, even a top-rate engineering team cannot prevent power outages or water supply problems. Nevertheless, while a certain portion of problems and failures are inevitable in the hotel sector, such problems and failures do not necessarily need to yield dissatised guests. In fact, it is oen possible to receive higher satisfaction ratings from a guest aer a failure than if the situation had never occurred.
