Dear Sır/Madam,
We kindly request that this be communicated to the hotel manager urgently.
Our reservation made through Trip.com clearly stated that we would be provided with a spacious room, three separate beds, and clean, hygienic, and well-ventilated accommodation. However, the conditions we encountered upon arrival at the hotel were clearly contrary to the reservation agreement and basic accommodation standards.
Upon entering the room, we discovered an extremely strong, unpleasant, and potentially health-threatening odor permeating the entire space. This clearly indicates that the room had not been adequately cleaned or ventilated. The windows were opened at the reception desk's suggestion; however, due to the extremely cold outside temperatures, this solution was not sustainable, and the problem remained unresolved.
Furthermore, it was specifically stated in writing prior to the booking that one of the guests staying at the room suffers from severe asthma. Despite this, the lack of any special hygiene, cleaning, or preparation in the room demonstrates clear negligence and faulty service on your part. The room was noticeably dusty, which directly endangered our guest's health.
Under these circumstances, in order to protect our health, we were forced to leave the hotel at 11:00 PM on December 13th without checking in. However, due to the late hour, despite searching many hotels in the city, we were unable to find a suitable room; during this process, we had to pay multiple taxi fares, resulting in significant financial and emotional distress. Around 2:00 AM, having no other alternative, we were forced to return to your hotel.
However, it was determined that:
• A bed was not prepared for a third person despite being clearly stated in the reservation,
• Basic accommodation equipment such as pillows and blankets were missing,
• These deficiencies were expected to be remedied at midnight,
• Even the most basic amenities such as water, tea, and coffee were not available in the room.
Our guest, who suffers from asthma, was unable to sleep at all during the night and experienced constant coughing and breathing problems. This situation is not merely a matter of dissatisfaction; it is an unacceptable service failure that poses a health risk.
All of the above-mentioned issues constitute:
• Breach of the reservation agreement,
• Defective service provision,
• Violation of hygiene and accommodation standards.
Therefore, as of December 14th, we informed the reception that we would no longer be staying at your hotel and also requested cancellation via the Trip app.
We provided our mobile phone number and email address to the reception staff. They said they would contact the hotel management and inform us about the refund process, but no one has contacted us.
To compensate for the financial and emotional distress we have suffered, we formally request a full refund of the total amount paid for two nights' accommodation.
Otherwise, we hereby inform you that we will take this matter to Trip.com, SignalConso (DGCCRF), Médiateur du Tourisme et du Voyage, and, if deemed necessary, to legal authorities; all correspondence, photographs, and documents will be submitted as evidence.
We expect a written response within 7 days at the latest.
For your information.
Sincerely,
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