Research focused on analyzing the comprehensive recovery system of the service from the perspective of the internal client. Methodology: a sample was taken for convenience of 56 Hotels in the city of Cartagena, which applied interviews experts from the sector and staff directly related to the service, for the calculation and data analysis, the SPSS software was used. Results: Found that hotels in the sector apply comprehensive service recovery system, but there are a few opportunities for improvement given that surround the averages between 3.9 and 4,0, the most critical results can be seen in the participation of employees in the available data collection mechanisms, participation of employees in the analysis of information and little or no training for service failures. Conclusions: The hotel sector of Cartagena needs procedures for collecting information from employees regarding deficiencies in the service, as well as the involvement of all levels of the Organization in the identification and analysis of the information. Also, consensus on the actions to take is decisive to deliver value to our guests and a rapid response helps to generate the perception on the client that is treated fairly by the organization.