Guests who come to a hotel expect good service to be provided to them. A good service is a service that reaches or even exceeds the guest’s expectations. Good service can be delivered consistently if the service standards are set properly as the base. Service standards is a standard that states on how to provide the service towards its customers in an organization and to ensure consistency on the delivery.Cambridge Hotel Medan; or formerly known as Grand Swiss Bel-hotel Medan, is a hotel that is well known in Medan. It has recently changed its management and underwent renovations in September 2018. It aspires to deliver their service with the Indonesian hospitality touch which portrays warmth and friendliness. Their vision and mission are very customer-centric. The writer chose Cambridge Hotel Medan as the research object as the hotel has a good set of service standards but there are still several reviews stating that the service in the hotel is bad. The objective is to know how the service standards are in the hotel.The writer used qualitative and descriptive research methods to research on why the service in Cambridge Hotel Medan is perceived that way despite having good service standards. The writer also conducted purposive sampling to gather data from the employees to further understand about their service standards.After the research that the writer has conducted, it can be concluded that the service standards at Cambridge Hotel Medan is well-built but the employees were not passionate enough to deliver the service. It could be because of the lack of attention from the management. The writer recommended that the management should take action into this by listening, appreciating and motivating the employees.