Dear Hotels.com Customer Service,
I am writing to report a very disappointing experience during my recent stay, booked through your platform.
Upon arriving at the hotel, we were immediately met with a strong and unpleasant smell coming from the toilet in our room. After notifying the hotel staff, we were moved to a different room. Unfortunately, the new room was significantly smaller, in poor condition, and located in a noisy part of the building. The noise persisted throughout the night, making it impossible for us to get any sleep.
This experience fell far below the expectations set by the listing on your website, and it impacted the quality of our trip. I would appreciate it if you could investigate this matter and consider offering appropriate compensation for the inconvenience caused.
I have attached my booking details and can provide photos or additional information if needed.
Thank you for your attention to this matter. I look forward to your response.