delivery gap

knowledge gap

communication gap

standards gap

A hotel's website features clean and modern$-$looking rooms, but the staff doesn't properly maintain the rooms.

Hotel management promises a five minute check$-$in$,$ but the actual check$-$in time can be as long as $15$ minutes.

Hotel customers are not told that they must check$-$in online $24$ hours in advance of arriving and lose their reservation.

A hotel doesn't offer shampoo and conditioner even though customers expect the products.