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.