Abstract: Quality is something we constantly ask for and target to, but we are always left with the notion that we can achieve more. The reason for that is because after good, there is definitely better (Andreas Metaxas, Maris Hotels Directing Adviser, where the first research took place). In 1994, the headquarters of the group decided to acquire in Maris hotels, a quality assurance system based on ISO 9000 certification. They decided to acquire ISO 9001 certification, considering that they need to certify the greatest possible number of activities and operations of the hotels that are identified with European Unions directions� requirements regarding tourism and quality fortification. These directions include booking, reception, cleaning, provisioning departments (kitchen, bakery, restaurant, bar), facilities (pool, gym), animation, material supply, equipment and facilities maintenance, biological purification. The research team decided to adapt the questionnaires to the operations of the reception department and to the needs of the certification and beyond. The research was initiated with interviews of all the tourist visitors in the hotels of Maris Group with a detailed record of the subordinate situation accompanied by a thorough collection of the remarks of the visitors.