The hospitality industry is not just about accommodation, it includes food service, recreation, and entertainment sectors. It is so expansive that it is now considered a multi-billion industry. Much of the revenues derived by the industry come from the availability of leisure time and disposable income of tourists and travellers.

A single hospitality unit is also as multi-sided as the industry itself. For example, a restaurant, hotel, or amusement park consists of several groups including facility maintenance, housekeepers, kitchen workers, bartenders, management, etc. Each of these elements contributes to the success or failure of the establishment. Hence, most testimonials and reviews take into account each of the important aspects that collectively make a hospitality unit superior or inferior. Players in the hospitality industry bank on competitive advantage that stems from strategic location, investment support, upscale facilities, and exceptional service, among other things.