complaining

I am writing to inform you about my dissatisfaction with the service I received recently on a holiday arranged by your company. My complaints fall into three main areas: the transport, the accommodation and the food.

The transport was unreliable throughout the holiday, from our arrival to our departure. First of all, our flight was delayed for twelve hours and the airline has lost one of my suitcases. This was not a really good start into our holiday. Your advertisement claimed that the airport is local, but in fact the airport was 200 km away. You also mentioned in the brochure, that there is a possibility to hire budget cars, but as it turned out the company provides only expensive cars. As result of these problems we have suffered a great deal of stress.

After the exhausting transfer from the airport to the hotel, I was really shocked because the hotel didn’t look like as I had expected. The hotel we were eventually put in was of a greatly inferior quality with none of the attractions, which were mentioned in the advertisement. Your advertisement stated that we stay in a luxury hotel with three swimming-pools, but as it turned out, there was only one swimming pool in the whole hotel area. To make matters worse, this swimming pool was dirty and it was really uninviting to swim. In addition your advertisement failed to mention the fact that the restaurants in the hotel are actually very expensive and not moderately priced as stated. On top of that, the staff in the ‘luxury’ hotel was really scruffy and impolite, it is far away of being helpful.

As the price for this holiday was at the top end of your medium price range, I consider the standard to be very poor and would like compensation to reflect the actual value of the holiday. I enclose photographs which I think show clearly the low standard and specific faults, and look forward to an offer of compensation within 14 days. I would be grateful if you could give me some explanation and offer some form of compensation.