Good morning, everyone. Today's lecture forms part of the Hospitality and Tourism module. Last week I looked at the economy end of the hotel business. This week I'm going to discuss the luxury end of the market. Let's consider the following scenario. You wake up in the middle of the night in a strange hotel miles away from home, disoriented most probably from jet lag, when even the most expensive surroundings can seem empty and dispiriting. You have paid a great deal of money to stay in this first-class hotel with its contemporary technology, but according to recent research carried out by an international travel and public relations company, all is not well. The research suggests that even the most opulent, luxurious hotels seem to have underestimated the most basic needs of their customers, be they travelling for work or pleasure, the need to feel at home in surroundings which are both familiar and inviting.