The problem is that isn't always the case. $10$ rooms out of the $340$ rooms don't have a mountain view. This number seems small, but the $10$ guests that get these rooms are a large percentage of the guests leaving negative reviews online. What gap would this be considered?

Knowledge gap $-$ Evergreen needs to know what consumers think of them.

Communication gap $-$ Evergreen says they provide a service or room when they acutally do not.

Delivery gap $-$ Evergreen simply isn't providing quality service like they should.

Design and standards gap $-$ Evergreen knows what customers want, but have not set a standard for how to handle complaints to meet their wants and needs.