When you find that your hotel room has not been cleaned, which element of Kano analysis does this situation represent?

The situation of finding that your hotel room has not been cleaned represents the "Must-be" element of Kano analysis. This category encompasses the basic requirements or expectations that customers assume will be met. When you book a hotel and check in, you inherently expect that the room will be cleaned and ready for your use.

If this fundamental criterion is not satisfied, it leads to disappointment and dissatisfaction because it is considered a standard expectation—something that should automatically be fulfilled without needing to be explicitly requested. Must-be attributes do not generally increase customer satisfaction when they are met; rather, their absence triggers dissatisfaction. In the context of the hotel experience, cleanliness is a non-negotiable expectation, and failing to meet this basic requirement can significantly undermine the overall customer experience.