The adoption of mass customization in the hospitality industry is a new business frontier which surpasses mass production. The purpose of the study was to examine to which extent customers were satisfied with custom-made hospitality product attributes. The research was guided by three objectives which were, to establish to which extent the customers were satisfied with custom-made hospitality product attributes, to find out strategies that can be used to improve custom-made hospitality product attributes and lastly the challenges faced when customizing hospitality products. The study will on a broader level contribute to the overall achievement of vision 2030 which is to make destination Kenya become among the top ten long haul tourist destination countries in the world (Vision 2030, 2007), the research work will further benefit the existing hospitality facilities by enhancing Customer Relationship Management. The study reviewed relevant literature on customer satisfaction and customization. The study adopted a case study research design and was carried out at Mami Hotel Wote. The target population of the study was 200.The sample size was 60 respondents who were determined using a formula by Mugenda and Mugenda (2003).The sampling techniques used were simple random sampling for guests and purposive sampling for the top management. The study employed the use of both primary and secondary sources of data. Primary data was obtained from questionnaires and interviews whereas secondary data was collected from relevant books and journals. Qualitative and quantitative data were analyzed using descriptive statistics. The data was presented by use of graphs, tables and pie charts. Findings indicated that guests were satisfied with custom-made hospitality product attributes, the major challenge cited when customizing product attributes was financial constraints, and finally one of the strategies suggested to improve hospitality products was the implementation of an effective customer relationship management system. In conclusion it was evident that there was need to customize hospitality products to increase the level of satisfaction, create customer loyalty and finally gain competitive edge over other hospitality facilities. The researcher recommended benchmarking to get best practices from the organizations that have already adopted the concept. Key Terms: Custom-made hospitality product, customer satisfaction