This research project investigates the impact of the COVID-19 pandemic on customer behavior within the hospitality industry, with a specific focus on Marriott Hotel. It explores the influence of COVID-19 on the hospitality sector, the challenges faced by Marriott in providing services during the pandemic, and the initiatives taken to improve customer experience. The research employs a qualitative approach, utilizing a deductive research approach and positivism research philosophy. Data collection methods include both primary data gathered through structured questionnaires and secondary data from books, journals, and articles. The analysis uses frequency distribution to evaluate quantitative data, with a sample of 30 Marriott Hotel employees selected through probabilistic sampling. The project aims to provide insights into how the hospitality industry can adapt to changing customer behaviors in the face of global crises, offering valuable information for both researchers and industry practitioners. Desklib offers similar solved assignments and past papers for students.