This study conducts a research on hotel crisis management strategies. It focuses on hotel service quality. Hotel service quality is an important part of crisis management strategies. The study aims to analyze the impact factors of quarantine hotel crisis management strategies on the inbound and Chinese travelers' satisfaction in quarantine hotels in China during the COVID-19 pandemic. The purpose of this study is to explore which factors in hotel crisis management strategies contribute to improving the hotel quarantine guest' satisfaction, using qualitative research methods and interpretation paradigms. The study lasts two years during March 2020 while the Chinese government began to implement the compulsory quarantine policy for inbound and Chinese travelers to March 2022. Qualitative data were collected from 30 quarantine guests, and a snowball sampling was adopted. Inbound and Chinese travelers came from 12 departure countries. According to the Chinese government quarantine policy, they were randomly assigned to different levels of quarantine hotels in 18 cities in China. Based on the Expectation Confirmation Theory (ECT) as the theoretical framework, this study analyzes the five service quality dimensions in terms of tangibility, reliability, responsiveness, assurance and empathy, To investigate the hotel service satisfaction of 30 interviewees and the impact of service quality perception on guest' satisfaction and revisit intention. Semi-structured interviews were conducted by means of WeChat, RED (Little Red Book), and Zoom. All interviews were recorded and coded with the help of subject analysis. The results show that tangible (hotel room facilities, room price, reception service, catering service, location), --reliability and assurance, which had a positive impact, It would lead to increased trust and revisit intention from inbound and Chinese travelers. These were important factors that impact the guests' satisfaction; responsiveness, and empathy, which had a negative impacted on guests'satisfaction. For managerial implication, results allowed managers of quarantine hotels in China to focus more on improving tangible, responsiveness, and empathy factors. The findings will have strong theoretical and practical significance for hotel crisis management strategies in face of future challenges. It has provided a reference to the management strategies in hotel industry in dealing with the risk of public emergencies in the future. It will promote the hotel service standards to better meet the needs of guests in the post-epidemic era.