Dear Mr. Aggnett, Thank you for taking time to share with us your experience of your stay in One Serenata Hotel. We strive to improve our service that's why your feedback is valuable to us. We sincerely apologize for the inconvenience this has caused you. It is in our procedure that we require guests to present their booking voucher, print-out of booking confirmation and any valid ID to verify reservation. We believed it is also stated in every booking vouchers of our travel agency partners. However none of the mentioned documents was presented upon your arrival. To accommodate your request, we asked for payment deposit which shall be returned once at-least one of the required documents is presented. We anticipated for your return the following day after you checked-out as per your commitment, but you returned 3 days after, thus deposit has been refunded. Once again, thank you for taking time to let us know your comment. This is just probably a mis-understanding and we hope that through this we are able to clear our side. We would strive harder to provide excellent service to our guests. We look forward to welcome you again in our hotel. Sincerely yours, One Serenata Hotel