Dear [Hotel Manager],
I hope this message finds you well. I am writing to formally address a series of issues that occurred during my family’s recent stay at your hotel, which left us feeling deeply frustrated and embarrassed. The experience was far from what we had expected, and I feel it’s important to highlight these concerns so that they can be appropriately addressed.
We arrived at your hotel after a long 5-hour drive, just before midnight, as a family of four—2 adults and 2 children. My booking was confirmed well in advance, and I double-checked the details in the confirmation email, ensuring that everything was in order. Additionally, I called ahead weeks before our stay to inquire about parking and was assured that parking would be sorted upon arrival.
However, upon arrival, we were faced with a locked car park and a weathered sign over the intercom indicating that the car park was full. In a state of concern, I called the hotel for assistance, only to have the call disconnected twice. Eventually, after some time, a staff member arrived, complaining that we hadn’t pre-booked parking. I explained that I had been told parking would be arranged on arrival, but the staff member appeared annoyed and checked the car park, which had plenty of available spaces. He then insisted that I pay for parking immediately, which led to further complications when the QR code for payment didn’t work, displaying an error.
At check-in, I attempted to explain the situation regarding the car park, only for another staff member to dismiss my concerns in a condescending manner, implying that I was the one at fault. Eventually, the original staff member manually processed the car park payment, and we proceeded to check in.
However, the issues didn’t end there. By this point, it was well past midnight, and my family was exhausted. When we reached our room, we discovered that the children’s beds had not been set up, and no bedding was provided. I returned to the lobby to ask about this, and the staff member informed me that our booking was only for 2 adults. I promptly showed him my booking confirmation, clearly indicating that the room was reserved for 2 adults and 2 children. After some scrutiny, he conceded and promised to arrange the bedding.
At this point, it was around 12:30 AM, and I found myself setting up the sofa bed and arranging bedding for my children while they were clearly overtired. Although the staff member did apologize, the tone of the apology and the whole situation made me feel as though I was at fault, which only added to the distress of the experience.
Moreover, this issue persisted every morning at breakfast, where we were continually questioned and stared at by staff when trying to have breakfast with our children, as the booking was only noted for 2 adult breakfasts. It became increasingly uncomfortable, and I was forced to explain our situation multiple times, which felt unnecessary and embarrassing. I was finally told that this was a “technical glitch,” but this response did little to alleviate the frustration.
While I understand that mistakes can happen, the manner in which we were treated during our stay, coupled with the lack of proper apology or recognition of the inconvenience caused, left us feeling disrespected and uncomfortable throughout our visit. I am not interested in a voucher for future accommodation or preferential treatment on a future visit, as this was a rare trip for our family, and we do not plan to return.
What I do expect is a proper, sincere apology for the frustration and discomfort my family experienced. I trust you will take this complaint seriously and take the necessary steps to ensure that future guests do not have to endure a similar experience.
Thank you for your attention to this matter. I look forward to your response.