Understanding consumer satisfaction, consumer and service recovery and service recovery paradox are key to success in the hospitality industry. Covid-19 pandemic has thrown up new challenges in this area. Prof. Ashish Parthasarathy conducted an online session on understanding guest satisfaction and handling guests' complaints. He addressed the students of School of Hospitality, Tourism & Events, Faculty of Social Sciences Leisure Management, Taylor’s University, Malaysia. The session concluded with a comparison of Covid-19 impact on both the countries. The interaction was part of PES University’s international collaboration with Taylor's University, Malaysia. The interaction was hosted on Zoom video platform on June 9, 2020.