Correct means that the customer did not necessarily suffer. But that doesn't mean he preferred it . Nor that he 'll come back. Nor that he 'll recommend it. Nor that he'll agree to pay more. Nor that he'll really remember the place. In a competitive market, “correct” rarely protects the price. A premium hotel cannot simply avoid disappointment. It must create a reason for choice. Satisfaction is reassuring. Preference sells. #GuestExperience #HotelMarketing #HospitalityStrate