I am writing to formally address the issues we encountered during our stay at your hotel.
We checked in on December 28, 2024, at 10:30 PM, far later than the standard check-in time of 3:00 PM. Upon arrival, we were assigned a room that had a non-functioning HVAC system. We had specifically requested accommodations for four people; however, the room was not prepared to accommodate us. Additionally, the room emitted a strong, unpleasant odor, which seemed to originate from recent work on the HVAC system or similar maintenance.
After waiting for over an hour, we were offered two smaller rooms. Our party consisted of two adults and two underage children (ages 11 and 12), and the change was far from ideal. Even with the new rooms, we were only provided one key per room, and the key had to be inserted into the energy control slot in order to activate the room's power.
This entire experience was extremely frustrating, as it significantly disrupted our stay. To add to the inconvenience, the hotel management requested an additional fee the following day, citing the provision of smaller rooms as the reason for the charge.
Given the many inconveniences and unsatisfactory conditions we experienced, I am requesting a full refund for our stay. If this issue is not resolved promptly, I will have no choice but to escalate the matter and pursue legal action.
I look forward to your immediate response.