Moving ahead, service recovery is defined as the methodical procedure being employed by a hotel in order to bring back the angry clients to a position of contentment after a facility has been unsuccessful in satisfying their needs (DeWitt and Brady, 2003). It is therefore necessary for the senior manager to train staff members regarding the service failure-recovery methods. Immediate actions to provide facilities to fulfill customers’ needs and remedial actions to pull through the failure should be implemented. Moreover, hotels could also make use of a service assurance to persuade clients of their finer facility and consequently achieve the greatest impact over visitors return decisions (DeWitt & Brady, 2003). The manager of Mandarin Oriental Hotel can offer the guests with some special offers or discount on their next visit so as to make up for the inconvenience the two guests have faced at the hotel. In order to prevent such things from happening again the manager must make sure that price lists are up-to-date and the customers are informed about the several available options at the time of booking itself. Further, considering the surrounding and environment where the hotel is located, the manager should make sure that they are fully equipped with things the customer might need or ask for.