Dear Customer Care / Management Team,
I am writing to formally submit a complaint and to request a full refund of the amount paid for a reservation made through Expedia at the Holiday Inn located in Houston, Texas.
Upon my arrival at the hotel, I received poor, unprofessional, and unsatisfactory customer service, which resulted in a very negative experience and was completely contrary to the quality and service standards expected from a hotel chain such as Holiday Inn.
Due to this situation, I felt extremely uncomfortable and upset, and therefore decided to leave the hotel immediately, without using the room or any of the services offered. It is important to emphasize that I did not stay at the hotel nor use any services, for reasons directly related to the poor customer service received.
I have previously contacted Expedia, and they informed me that the refund can only be authorized directly by the hotel or by the corporate office, which is why I am submitting this formal complaint to you.
I believe that charging for a service that was not used due to a negative experience caused by the property is neither fair nor acceptable. Therefore, I respectfully request:
A full refund of the amount paid
Written confirmation of the resolution of this case
Thank you in advance for your attention. I look forward to your prompt response and trust that Holiday Inn / IHG will handle this matter in a professional and customer-oriented manner.
Sincerely,
Bie
Reservation Number: _____