I have drafted an email to send to the hotel, can someone just read over and see if anything I need to add. Thanks for some of the responses I have incorporated a lot of what you said.
Dear Miss XXXX,
Thanks for your earlier response. I’m disappointed that a resolution from yourselves hasn’t been made sooner in regards to this situation considering there has been a clear breach of the terms and conditions that this hotel was advertised at.
“Xxxxx is an Adults only retreat hotel in the heart of XXXX that embody’s this concept and targets to guests that appreciate the blissful and relaxing scenario that this kind of environment offers. To ensure undisturbed escapism XXXX has a minimum age of at least 18 for all guests.”
Therefore, I’m sure you can appreciate our frustration that despite this holiday being advertised as adult only and very clearly states “all guests must be the minimum age of 18” you are allowing children to stay- which goes against the whole reason of booking an adult only holiday.
Our earlier correspondence seems to suggests that you believe we are aware and wanting the children to be allowed to stay and that the booking was an add on to ours. I can confirm that this is definitely not the case. Frankly, I am shocked that nobody decided to get in contact with the lead booker, myself, to clarify this was the case before breaching your own terms and conditions to make sure it was a wish we wanted. We only request for this to be the adult only holiday that was advertised. Again, the hotel being adult only was a key criteria in our booking.
As we have come to believe that the accommodation you are now offering is not as advertised and not in accordance with your terms and condition we consider that our agreement has been broken.
I hope to hear from you soon on what your plan of action is to honour this to an adult only environment during our stay, and in failure to reach a appropriate compromise to do so we must ask that you make immediate refund in full.
Many thanks, “
additionally the bride and I have spoken and we are going to wait to see what the hotel say before speaking to SIL. The reason being we’re hoping for the ideal situation where the hotel get involved and say to her “apologies about the misunderstanding no children can stay we can cancel your booking” and then she will think it’s between her and them and try and keep the drama down. Secondly if the hotel cancel our booking then we would want to secretly re book somewhere else because I definitely believe this was done maliciously and we wouldn’t want her to know where we are going.