Bad Customer Service

I am writing to formally raise a complaint regarding my recent stay at your establishment. The booking for the stay, which included breakfast, was made under my fiancé's name, but the payment for the entire transaction was charged to my bank card.

We arrived at the hotel just after 2:00 AM and were assigned room 469. After having breakfast around 7:00 AM, we returned to the reception at approximately 10:00 AM to inquire about our check-out details. The receptionist informed us that we were supposed to check out in the morning, Monday the 25th of November.

Having already returned the room keys (cards) earlier, I immediately requested the keys back. However, the receptionist declined, stating that the booking had been processed at previous date rates. Despite my explanation that we had not completed our 24-hour stay, she refused to return the keys, and I was left feeling frustrated and confused. At that point, I was not well-rested and lacked the energy to continue the dispute, so I reluctantly decided to leave.

I kindly request a resolution to this matter, as the experience was not only inconvenient but also unpleasant.