Abstract: Kartika Hotel International is located in the city in East Java, the first hotel in the city gaining 4 stars and international level. The purpose of this study is to see the customer’s satisfaction level in Kartika International Hotels in a city in East Java with the services provided by the hotel by using servqual fuzzy approach in which the respondent is 42 people/families who stayed at the hotel. Type of research is description research which means that the study is conducted to illustrate an event based on the observed data. In this study, the goal is to analyze the relationship of servqual based on 5 factors, among others, reliability, tangible, responsiveness, assurance and emphaty. Sources of data collected consist of primary data and secondary data. Research was conducted from October to November, 2013. The result is poor service, viewable from the gap defuzzification point for all of the criteria are not positive, then the report recommends an increase in hotel services to its customers.