In the story, Mrs. Richardson, a guest at the Regal Hotel, expresses extreme dissatisfaction with the service, including the appearance and demeanor of the staff and the quality of the amenities. She demands high standards, which she feels the hotel fails to meet. The hotel's owner, Mr. Thomas, is directly involved in addressing her complaints and defends his staff while emphasizing his hands-on approach. Mrs. Richardson's hostile behavior leads to a confrontation where Mr. Thomas decides to expel her from the hotel, valuing respect for his staff over accommodating a disruptive guest.