The main purpose of this study was to explore guests’ waiting experience at hotels in Saudi Arabia, as well as the role of delay on overall experience. Investigating the effects of guests’ waiting experience on service quality and subsequent satisfaction with overall experience is the main aim of this study. In particular, this study had three objectives. First, to explore guests’ perceptions about their wait experiences in the hospitality industry. Second, to understand the factors that cause unacceptable waiting times. Third, to provide some important insights into the management of the long waiting times in the hotel industry.

Employing a qualitative method, the study was conducted by interviewing 15 guests in person at a five-star hotel in Riyadh. The study also included interviews with four hotel staff at the same hotel. Based on a semi-structured approach, the interview questions were drawn from three main sources: the objectives of the study, the relevant literature, and empirical studies focusing on customers’ wait experiences in the hospitality industry.

The study found that the majority of guests were more satisfied by the services provided and hotel location. However, the observed unsatisfactory service was the crowding in the hotel parking located in the basement of the hotel. Many guests faced a delay with valet car service. Another important finding was the variety of food offered at the hotel restaurant. Food variety was limited at breakfast time, and there was a long queue at the buffet table. Although there were some delays at the hotel, guests were satisfied with their overall experience. The most interesting finding was that the hotel doesn’t engage the guest in activities during the waiting period unless the service provider fails to provide the service on time.

Publication Date


Document Type


Student Type


Degree Name

Hospitality-Tourism Management (MS)

Department, Program, or Center

Hospitality and Tourism Management (CAST)


Muhammet Kesgin

Advisor/Committee Member

Carol Whitlock

Advisor/Committee Member

Richard Lagiewski


RIT – Main Campus

Plan Codes