Complaint letter about a disappointing holiday

Birmingham
B15 3DA

22 August, 2010

Mr R. T. Black
Customer Service Department
Sunny Holiday Company
P.O. Box 4
Birmingham
B5 1CB


Dear Mr Black,

I am writing to give details of my dissatisfaction with my stay at the New Hotel, Los Christianos, Tenerife, on 10–18 August 2010, which I booked with your company for me and my family.
My central complaint is that the hotel didn't meet my expectations. We had booked two double suites, in rooms 213 and 214. Although the rooms were billed as four-star accommodation, they were very cramped, and the furnishings were worn and dirty. In addition, the shower in room 213 did not work. The hotel’s grounds, described in the brochure as “pleasant, tranquil, and spacious,” were bordered on two sides by a very busy main road. The swimming pool was closed the entire week for repairs.
When we spoke to your representative, Tracey Mills, she promised to get the shower fixed, but this took three days from when we first complained.

As I stated previously, I feel that we are due a full refund for this hotel stay as it failed to meet the description in the brochure, and it ruined our holiday. I look forward to hearing from you within the next two weeks.

Sincerely yours,

Maria Johnson