This research examined the customer gap in service quality factors between the traditional hotel industry and the shared accommodation in central London. While the study examines the literature and theoretical background of service quality in the hospitality industry, the focus is on practical service quality issues, most notably the gap that exists between customers' perceptions and expectations.This study used a deductive approach while adhering to the positivist paradigm. This research is designed as quantitative research based on the questionnaire survey. SERVQUAL model was amended as LSQUAL framework according to the industry specification for this research. LSQUAL framework includes the appropriate factors for evaluating service quality gaps between the hotel and shared accommodation in central London. A total of 298 hotel and shared accommodation guests were surveyed to measure the service quality gap between conventional hotels and shared accommodation. The survey result revealed that there exists a service quality gap between traditional hotels and shared accommodation. This study found that accommodation guests’ expectation towards the hotel and shared accommodation remains the same; however, the perception towards both type of accommodation differs. Data analysis also revealed that there exists a negative correlation between the service quality gap and satisfaction level. Furthermore, given the gap in comparing customer gap between the traditional hotel and shared accommodation in the literature, this study added further value to the academic and research community by developing the LSQUAL framework to measure service quality factors and providing insight on the critical factors of service quality in the lodging industry in London.