Angela is a UK tourist doing masters in tourism management (MTM). She has selected a small–medium-size hotel in Kefalonia, Greece, for her summer holidays. It is a 4-star hotel. The interior design of the hotel is very impressive and the services are promoted as of high quality, especially for targeted VIP guests. However, the circumstances today are very difficult to manage a small hotel with view rooms for customer groups seeking premium services. The economic and social crises have affected the Greek economy and are negative impact factors for small and middle-size enterprises (SME). Our guest Angela was not satisfied with the first lodging that she had selected until a new event happened.