"Dear Sir/Madam,
I am writing to formally lodge a complaint regarding my recent stay, which was booked through Hotels.com.
While Hotels.com is generally a reliable platform, my experience at the hotel was extremely disappointing and stressful due to poor handling of payment verification and communication.
Upon arrival for check-in, I was asked to wait for over one hour while the hotel attempted to confirm my payment. Despite presenting clear proof of payment, I was repeatedly asked to provide the same information multiple times. I was informed that I could remain at the hotel while they tried to confirm the payment with Hotels.com.
The following day, I was advised that the accountant wanted to speak with me. I went to the reception and waited for more than 30 minutes; however, he did not attend. I was then informed that I would need to pay again because the hotel claimed that payment from Hotels.com had not been received. I explained that this is the payment method I consistently use and that if there was an issue, the hotel should contact Hotels.com directly or allow time for the payment to be processed. I also showed proof indicating that the payment was still “in progress.”
Despite this, I continued to be pressured to make an additional payment. Furthermore, I was asked to pay extra for breakfast for another person, which added to the frustration of the situation.
Overall, the experience was unprofessional, inconvenient, and far below acceptable hospitality standards."
