Four rival hotels on the Dundee waterfront share the same customer journey and the same problem: guests leave unhappy. Over three rounds teams fix the journey before arrival, during the stay and after check-out, survive a Saturday-night boiler failure, then head office surveys all 100 guests. The winner has the highest true Net Promoter Score. About 15 minutes, one projector, paper and pens; or play solo against three rival hotel groups.
All hotels, guests, reviews and figures in the game are fictional and simplified for teaching. The game explains its own assumptions under "How this game simplifies reality", and every effect is linked to the research or regulation behind it.
Teacher's guide · More free classroom games in the Learning Lab · Created independently by Dr Ying Wu · © 2026 Ying Wu, CC BY-NC-SA 4.0