Randy arrived at the hotel to find that, although he had a guaranteed reservation, the hotel had no rooms available. He became angry when the hotel made him a reservation at a more expensive hotel but refused to pay the difference in room rates. Randy was upset because, in his opinion, the hotel's solution did not incorporate

And he has reasons to be angry. The hotels usually are part of a large chain that can provide service for costumers to be happy in the given case that something like what you described happens. The hotel is not taking into account the interest and concerns of it's costumer and that will greatly affect the reputation the have.

Explanation:

When a company "Guarantee" a service or product is under the moral obligation to satisfy the costumer on the terms previously agreed on. Managers should be aware that failing to fix the problem will no doubt affect the perception of possible clients in the future.