Refund Claim for Substandard Hotel and Cancelled Tour
Formal Complaint: Hotel and Tour Services
Recently I hired a tour and an all-inclusive package from your company. I trusted you for the services we had booked. When you offered the package, it included a number of advantages such as room service, good treatment by the staff, high-quality beds, exquisite food, a tour around the city, and a nice hotel that was clean and comfortable. You also told us the area outside the hotel was pleasant and that there would be great entertainment nearby.
Problems and Non-Compliance
Unfortunately, the problems began when the clerks were rude and poorly attentive. The receptionist was smoking and was very rude. The rooms were old and dirty. The bathroom was in very poor condition. The toilet was loose. The food contained hair and was served cold. The tour around the city never took place. There was no pool as you had stated.
On the outskirts I have nothing to complain about; it was all very entertaining — the only good part of the trip.
Consequently, we demand damages for non-compliance with the terms offered by you in this contract. I request a full refund for the poor condition of the hotel and the abuses we experienced. I have attached the details of the contract and our personal data.
I await your response. If no response is received within a reasonable period, I will initiate other management actions, including legal measures.
Detailed Incident Report
We came from a trip organized by your agency. When you offered the package, you promised a number of advantages, including:
- An elegant, new and clean hotel
- Proximity to the city; a five-star standard
- Guides present at arrival points to orient us
- Good care from receptionists, waiters, and guides
- Clean and comfortable rooms and bathrooms in good condition
- An entertaining surrounding area
Arrival and Immediate Issues
Unfortunately, the problems started when we arrived at _____; our luggage was lost and there was nobody from your company to help. Upon arriving at the hotel we found a nasty surprise: the receptionist had no manners. The hotel was ordinary, old and dirty. It was far from the city and appeared to be two-star, not five-star. The guides were not at the point of arrival. There was poor attention from all the receptionists, waiters, and guides.
The room was dirty, the beds were uncomfortable, it was cold, the toilets were filthy, and the water was cold. The only good thing was that the surroundings were in good condition.
Requested Resolution
For everything that happened on this trip, I have attached the details of the travel brochure that we hired and our data. We ask that you return the money for this trip because the agreed services were not provided. If the refund is not issued, we will take legal action.
Thank you very much. I await your prompt response.