According to the Department of Culture, Sports and Tourism of Thai Nguyen, averagedaily rate that customers stay at three three-star hotels in the city (including the Hai Au Hotel
Da Huong Hotel, Dong A 2 Hotel) is approximately 2,3 days. The number of visitors to these hotels was low and unstable (number of visitors in 2012 was 370.000, in 2013 only 450.000). To understand why the number of hotels customers has just increased lightly, number of average daily rate has been low, the research team conducted a survey of 190 customers to see how they rate the hotel service quality. The results showed that, although the leading hotels in the city, the quality of service is very low: failure on delivering service as promised, low responsiveness of employees, insufficient attention to customers' behavior. From the result, the authors conducted statistical analysis to make judgments about the hotel service quality, to find out the ]imitations of the service provider, and after that give the solutions to improve the hotel quality service.