Dear Hotel Management
I am writing to express my deep dissatisfaction with a recent experience I had following a hotel booking made at approximately 10pm.
After booking, we took a taxi to the hotel, which took around 30 to 40 minutes. Upon arrival, the building was completely dark and the front door was locked. We knocked, and eventually a woman opened the door, but she seemed unaware of our reservation and refused to allow us into the room.
She asked me to call someone for assistance, but no one answered the phone despite several attempts. As a result, we were left stranded outside late at night.
Fortunately, there was another hotel just across the street, which kindly accommodated us. Otherwise, we would have had nowhere to stay. I attempted to contact customer support through the website, and although they did reach out to the hotel, the hotel refused to provide a refund.
I am extremely disappointed by how this situation was handled. Not only were we denied access to a room we had paid for, but the refusal to refund the booking adds further frustration. Had there not been another hotel nearby, or had I not had the means to pay for an alternative, the situation could have been even worse.
I kindly request that this matter be reviewed and that a full refund be issued as soon as possible.
Sincerely,
