knowledge gap delivery gap standards gap :: 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. :t 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