The following study proposes the relationship between the quality of online service and customer satisfaction when using the website of 3- and 4-star hotels focused on the period of the COVID - 19 pandemic. In addition, to find the influence of the different dimensions that are formed in both variables and to know the impact that is generated for the consumer when starting with the process of acquiring the service through the website of the hotel. First, a research was carried out with the help of different bibliographies to identify the dimensions that form the quality of online service and customer satisfaction. Second, 29 questions were used to be asked by Centennials and Millennials using the survey technique. Third, to better analyze the results of the questionnaire, the correlation test between variables and simple linear regression was performed. In this way, measurable results co...