June E. Clarke, Julaine Rigg, Cynthia Mayo
The case discusses how a hotel, Panam Classic breached a hotel guest privacy by releasing pertinent and confidential information to an external individual. Even though the hotel invests in guest satisfaction and employee training, inappropriate communication, and inadequate training led to a breach of it's guest’s privacy. This resulted in guest dissatisfaction and could have led to legal problems for the hotel. The hotel had to evaluate its policies, guest privacy as well as assess its training programs and its communication within the organization. The hotel is now task with doing service recovery, in a bid to uphold its reputation.