The interview protocol (Appendix A) inquired among other things, about a guest’s delightful experiences. If the guest did not have a delightful experience at the research hotel, they were asked to recall a delightful experience in another hotel. Among the interviewed guests, 58% commented about a delightful experience in the study hotel, whereas the remaining 42% conveyed a story about other hotels they had previously experienced. Among those who recalled their experience at the study hotel, 68% stated that it was their first stay in property, 17% indicated it was their 2nd to 5th time, and 14% had stayed at the hotel for 6 or more times.