The hotels did, in fact, have an integrity issue, but not in the Bars as suspected. Bar scores were even slightly higher than the Overall scores. Overall scores were being lowered by integrity issues found in both the Spa and Retail areas of the hotels. Despite a peak with higher scores in Q3, both Spa and Retail areas finished the year with low scores of 69% in integrity.
Results of the Integrity Assessments were used to control resources and lower risk of future revenue loss.