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Today's hotel guests require a high quality experience from their stay in a hotel. They expect quality service, product, atmosphere, entertainment, value for money and prefer hotels with a'service personality'rather than those perceived as offering a commodity. This study discusses the significance of service quality and customer satisfaction, and undertakes a service quality assessment of hotels in Darwin in the Northern Territory (NT) of Australia as perceived by their customers. The study analyses and discusses the response of 149 participants about their expectations from a stay in 4-star hotels. The paper suggests the value of delineating subsample groups based upon patterns of variance found in the evaluation scale. Undertaking this found that 10% of the sample expressed degrees of dissatisfaction above average and it is suggested that these complainers may act as a bellwether for management. It was found …