Assurance of Providing Basic Service : A hotel should provide a clean and secure room and treat like a guest. This is the principle exception of any customer from the hotel. Ostentations like a thick carpet, fancy lamps colourful wallpaper etc, cannot compensate for a soiled bed sheet or a cockroach found in the corner of the bathroom.
Reliability of What You Promise to Deliver : Reliability is extremely important particularly in services because services have a large component of intangibility and probable variability attached to them. Service is not a product, it is performance. Service operations are less of physical operations they are more of social interactions. Therefore trust and credibility are very important.