The Case For Consistency: What Justifies The Maintenance Of A Top International Hotel Reputation?

Abstract

This case addresses the issues encountered when an international hotel chain develops the reputation for being a “top” hotel.  The case examines the situation of visitors who pay, by American standards, the premium price for a stay at this chain’s Acapulco resort only to encounter inconsistent and, at times, questionable service.  Discussion questions and teaching notes are included.