When I arrived the hotel on July 10, 2018, the service personnel at the counter told me that my hotel room has been changed to “another” hotel because of the air conditioner problem. At that time, I thought that the hotel should not change my room to another hotel without my consent, so I expressed my strong objection to the service personnel. One of the service personnel, Jackie, said apologies first to me and tried to resolve the accommodation problem for me. However, the so-called manager, James did not said any apologies to me, and rudely told me that they can not provide me with the room I booked. I would like to told James that given that you want to change my booked room to anther hotel that has not the same type of room I booked (two bedroom suite) without my agreement, why can’t I express my objection and ask you fulfill the contract requirement. What I want to say is that “What you do not wish for yourself, do not impose on others.” When a hotel can not provide the room a customer books, it means that the hotel has a service failure. Given the circumstance of service failure, the service personnel should say apologies first, and then try to recover the service failure and/or think about how to compensate the customer. However, the so-called manager, James did not do that, but the service personnel, Jackie did very well.