Upon my arrival at your establishment, I encountered an unexpected delay as the room was not ready for three hours past the agreed-upon check-in time. Due to this significant inconvenience and the inability to access the room in a timely manner, My mom was feeling sick due high blood pressure she need a place to rest I made the decision to seek accommodation elsewhere. I recall informing the receptionist of our situation during our interaction, and she assured me that the matter was recorded. It is disappointing to see that the resolution provided does not align with the expectations set during our conversation.
Yes we had access to the Restaurant we didn’t want to eat on that moment.
As a result, I am requesting a refund for the reservation in question. I understand that unforeseen circumstances can arise in the hospitality industry; however, I believe that a delay of such magnitude warrants a refund as the service provided did not meet the expected standard. Expedia is telling me that you guys refuse to give me refund.
In light of this situation, I must inform you that I will be escalating this matter further by submitting a formal complaint to the Secretaria Federal del Consumidor in Mexico City. It is imperative that such practices are not overlooked, as it is unfair to take advantage of guests in this manner. Such behavior cannot be condoned, and it is crucial that guest satisfaction and fair treatment are upheld in the hospitality industry.
Sincerely, Veronica.