I am writing to formally request a refund for my recent booking through Hotels.com, where I encountered significant service issues.
On my arrival at approximately 1 PM, I was informed that my room was not ready, but would be by 3 PM. I told the kind receptionist (an amazing btw) that I would explore the city, and I left my luggage with the hotel. I also saw the rooftop! However, upon my return at 7 PM, I faced an unfortunate and distressing situation.
The new male receptionist on duty was extremely unprofessional, rude and unaccommodating. Despite explaining the absence of my luggage ticket and offering my suitcase key and identification for verification, he refused to return my luggage. Additionally, he denied me access to my prepaid room, citing the absence of a physical credit card, despite my offer to provide digital confirmation of payment.
This dude left me stranded on the streets of New York, without accommodation, in the cold and without internet access on a Saturday night in an unfamiliar city. I was completely unsafe, sacred and traumatized.
Given these circumstances and the fact that I was denied the services I had already paid for, I am requesting a full refund AT LEAST. This experience was not only inconvenient but also traumatic, and it did not meet the standards of hospitality and customer service one would expect.
Please let me know the process to proceed with this refund. I appreciate your prompt attention to this matter.
Sincerely,
Fernanda