I am writing to express my dissatisfaction with the service I received during my recent visit to your property. I had reserved a room two weeks in advance, clearly selecting a room with [two beds or whatever the correct room type was], and I received a confirmation email with an image reflecting that room type.
However, upon check-in, I was told that only rooms with one bed were available. Despite showing my confirmation number and image of the room I had booked, the front desk agent did not offer an apology or make any effort to resolve the issue. I was simply told, “In my system, it shows one bed,” with no further assistance or consideration.
This is unacceptable for a hospitality establishment. At the very least, I expected an apology and a sincere attempt to accommodate the reservation I made in good faith.
I hope you take this feedback seriously and address both the reservation system issue and the lack of customer service I experienced.