Inaccurate Information

Root Cause Analysis

The Root Cause Analysis is based on the experience by Steve McKenzie and the observations of the facts generated from Exhibit 1 to 7 provided in the case study. However, Steve McKenzie has mentioned a number of causes, therefore we should analyze the major root causes identified at Regal Carnation Hotel which has led to this problem.

Root Cause 1: Inaccurate Information

The main root cause identified was the providence of the inaccurate information. The website of Regal carnation hotel has a flashy look, which misleads the customers to believe that the hotel as an exceptional hotel such as 4 and 5 stars with comparatively low prices than the other hotels.

The example of the inaccurate information can also be viewed from the reviews of the customers. Many of the customers cancel their bookings at their arrival at the hotel,and some customers find their reviews, due to which they choose another hotel if they visit island of Guam again.

One of the examples of this is that Regal Carnation hotel promised its customers for the complimentary pick up, which was forgotten by the management. The description of the lobby and the

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