This study paper's goal is to use SERVQUAL to assess the level of service provided by upscale hotels in Chennai. Given its distinctive qualities—such as intangibility, perishability, heterogeneity, and inseparability—providing high-quality services is one of the most significant and challenging tasks that any service organisation must undertake. In terms of many but comparatively significant aspects of service quality, the degree and direction of the disparity between customers' expectations and perceptions is known as service. Customers' expectations and perceptions of service quality have been ascertained through empirical research, and the use of a complete scale taken from "SERVQUAL" in Chennai luxury hotels has been experimentally assessed. The research's conclusions are based on comparing the ratings of luxury hotels' expectations and perceptions, which were obtained by asking customers to complete a questionnaire. The results of this study will assist Chennai hotel managers in better understanding their patrons and, as a result, in raising the calibre of their offerings.