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If Peter McAlpine did not help you to create Heart-Based Hospitality at your hotel or in your hotel group, please do not use the name “Heart-Based Hospitality” to describe your hotel’s or hotel group’s guest experience. Heart-Based Hospitality is not the same as the guest experience concept, SOP-Customer Satisfaction, which the hotel industry is using around the world. It is created in a very different way and the energy and spirit of hospitality it creates is quite unique. Please use another name to describe what you provide at your hotel. Thank you!