I am writing to formally complain about our recent stay at your hotel.
We checked into a room where the air conditioning was not functioning, while the outside temperature was approximately 37°C (98.6°F). We are a family of four—two parents and two children—and the heat in the room made our stay extremely uncomfortable.
We immediately went to reception and asked to be moved to another room, but we were told that this was not possible. Despite raising the issue, no effective solution was provided. After two nights in these conditions, one member of our family became very unwell and suffered from severe headaches. Only at that point was the hotel manager contacted and began assisting us.
This was an unacceptable start to our vacation, particularly considering the cost of staying at a DoubleTree by Hilton hotel. Instead of being able to relax, we spent several days dealing with excessive heat, discomfort, and illness. In our view, this negatively affected three to four days of our vacation.
The manager offered us a discount as compensation, but we never received it. Considering the circumstances, this discount was the very least the hotel could have provided.
We therefore request that you investigate this matter and provide the promised discount, together with appropriate additional compensation for the significant inconvenience, discomfort, and impact on our family’s vacation.
I look forward to receiving your response and a satisfactory resolution.
