According to this case, The guest came to check in with me at 5 p.m. And I informed them about the room was a problem with air-condition and I prepared the room for them at sister's hotel (H-Residence). They agree. As them waiting for a long time because waiting for a shuttle car to pick up them but the traffic at that time so busy. Then , they went to outside and leave luggage at the hotel. After they back to the hotel they informed to me they would like to cancel reservation.