This paper explores the role of verbal and non-verbal communication between hostel staff and guests. It studies specifically how these interactions influence guest satisfaction. Additionally, it focuses on hostels located in Amsterdam. The research begins by defining communication and highlighting its importance in hospitality. It considers it in the light of face-to-face interactions to show how communication is central to shaping guest experiences and how challenges can arise when expectations and reality do not match or align. This work also presents guest satisfaction as a social process, not only influenced by material elements but also by intangible aspects coming from the staff. It highlights the importance of adapting verbal and non-verbal communication to every guest’s background and identity. Then, hostels are explored to show how their social environment generates unique interactions between staff and guests. Furthermore, theories are used to deepen the analysis: Imaginary Travel, Dramaturgy Theory, and Communication Accommodation Theory. They help explain how expectations are formed, how communication can be seen as performance, and how adapting to the guest’s identity can improve the overall experience. The initial and preparatory findings of this first-year dissertation suggest that verbal and non-verbal communication is a crucial part of guest satisfaction. Results will be, later on, empirically verified and checked through the use of non-participant observations, interviews, and guest’ review analysis.