Latin American guests highlighted both tangible and intangible aspects of their experience. Friendliness and professionalism were two of the top reasons for their delight with the hotel. However, they were also the cultural group that placed the more emphasis on the food. Both restaurant and room service food were of major importance to South American guests, who seemed to recall a delightful experience involving this aspect more than any other cultural group. Hotels seeking to attract this segment of travelers might do well in providing quality food offerings. An interesting finding of this research is that South Americans were delighted by the efficiency and timeliness of service. Traditionally, Latin American culture has been perceived as a culture in which deadlines and the concept of time in general tend to be more flexible. It might be that having visited hotels in North America, they notice a contrast effect when compared to the countries they visit from. In the previous research by Ma et al. (2013), goal congruence was suggested as a factor that elicited customer delight. Therefore, the specific goals and expectations of these particular guests with regards to friendliness, and food might lead them to highlight such aspects of the service experience more so than other international guests.