In the twenty-first century, due to the high level of competition and competitiveness, hotels are concerned with differentiation, focusing on personalized customer service, and creating differentiating concepts. Hotels must innovate not only to respond to increased competition but also to satisfy the ever-changing needs of customers. In contemporary society, citizens exhibit increased levels of engagement, information and assert a demand for higher quality services, which must be constantly measured and regulated. Given the specificities of service quality and its relevance in the hotel sector, it is pertinent to study it in depth. The general objective of this study was to know and understand what the determinants that guarantee customer satisfaction in the hotel industry are. Secondary data was used to determine the customers’ opinion and primary data was obtained as an interview structured in the literature review. It was possible to understand the needs and desires of the guests in detail and know the opinion of the departmental heads, concerning the determinants of satisfaction and loyalty. All the information gathered in this study will enable the general managers to make strategic decisions in terms of optimizing services and, consequently, customer loyalty and satisfaction.