Due to roadworks and a traffic accident during our journey, we arrived at your hotel approximately 1.5 hours later than planned. The delay was entirely beyond our control.
However, when we arrived at the hotel, we were extremely disappointed to find that it was closed. All doors were locked, and the hotel staff had already left the premises. We repeatedly tried to contact the hotel by phone, but no one answered our calls. As a result, despite having a valid reservation, we were unable to access our accommodation.
We are a family with three children, and in the middle of the night we were forced to search for another hotel. This caused us significant stress, inconvenience, and additional expenses. It took us several hours to find alternative accommodation, and having to wait late at night with three children was an extremely difficult and exhausting experience.
This situation is unacceptable in terms of customer service and guest safety. Although our delay was caused entirely by circumstances beyond our control, we received no assistance, no communication, and no alternative solution from the hotel.
We respectfully request that our complaint be taken seriously, that our financial losses and the distress we experienced be properly considered, and that we receive an explanation along with appropriate compensation for the inconvenience and hardship caused.