To start with, two businessmen on their way to attend a conference in Manila made reservations to stay at one among the best hotels within the Asia-Pacific area namely; Mandarin Oriental Hotel. The hotel declares to include a personal strategy to service which mirrors not just its individual interests, but more significantly, that of its customers, staff members as well as shareholders. Despite the fact the hotel is highly renowned in terms of its services and facilities, the two businessmen faced several issues while their stay in the hotel. Firstly, they were provided the costliest hotel limousine facility for their journey to the hotel from the airport. However, there had been a likewise trustworthy (but much less costly) hotel taxi facility available as means to arrive at hotel. Provided their restricted funds and the actuality that they hadn’t been notified about this choice, the two guests started to wonder if they had been cheated by offering just the limousine service. Secondly, one of the visitors decided to use the in-room direct-dial telephone facility and cautiously calculated the cost as per the information provided to be about NZD$10.00. But when he completed the call and checked the exact call charges, he was shocked to see that it showed a fee of NZD80.00. The guest consulted the guest services manager and was told that there was possibility for misunderstanding of the information concerning telephone charges inside the guest services directory. Thirdly, after continuously asking for complimentary umbrella, the guests failed to get one. The guests couldn’t suppose that such a well known hotel would not have a sufficient provision of complimentary umbrellas and couldn’t comprehend why their requirement for an umbrella wasn’t honored. Further, on confronting the caretaker they at last came to know that their doubts were right i.e. the concierge section didn’t have any complimentary umbrellas. The visitors felt that they had been cheated every time. Nevertheless, they were suggested that they can buy an umbrella from the retail store at the hotel.