- Teaching Notes
This case study provides a scenario of service failure and recovery efforts in a hotel operation. A hotel guest encounters bed bugs in his hotel room during a stay at the Mountain Peak Inn, a mid-scale hotel property located off of the interstate. Upon reporting the situation to the front desk agent the hotel management attempts to handle the situation to the best of their abilities. Discussion regarding this case study may include topics related to service failure, service recovery, hotel operations, legal aspects within the hotel industry, and future ramifications.