Asian Journal of Management Cases, Ahead of Print.
After completing their daughter’s wedding ceremonies, Mala and Ravi decide to take their guests out to dinner. Mala pre-booked this get-together at Hotel Manor Residency. Mala made this booking via phone in a conversation with Kuldeep. On reaching the venue, they were informed that there is no such booking for dinner. Brushing the oversight aside, Mala and her guests settled for dinner as it had been pre-ordered. However, to the hosts’ dismay, the steward seemed to have no clue about the order. Ravi got furious at the oversight and decided to leave with his guests without having dinner. So, he wrote to the General Manager Anitha expressing his utter disappointment at how the situation had unfolded. Upon receiving the email from Dr Ravi, Anita is in a dilemma on how to tackle the situation and respond to the complaint.