Dear Customer Support,
I am writing to formally express my disappointment regarding my recent hotel booking made through your platform.
We chose this hotel because it was displayed on your platform as the No. 1 four-star hotel in Petaling Jaya. Based on this ranking and the photos provided, we expected a certain standard of quality. Unfortunately, our actual experience was completely different and extremely disappointing. We genuinely feel that we were misled by the information presented on your platform.
Our concerns are as follows:
1. Misleading Photos and Hotel Condition
The hotel shown on your platform does not accurately reflect its actual condition. The room and facilities were old, poorly maintained, and noticeably dirtier than what was advertised.
2. Serious Cleanliness Issues
The cleanliness of the room was unacceptable. We found hair left inside the wash basin, and even more concerning, there were visible traces of what appeared to be menstrual stains/residue in the shower area. This level of hygiene is completely unacceptable for any hotel, especially one advertised as a top-ranked four-star property.
3. Hotel Refused Refund Because the Booking Was Made Through Your Platform
After discovering these serious issues, we immediately reported them to the hotel and requested to check out and receive a refund. However, the hotel informed us that because the reservation was made through a third-party platform, they were unable to process any cancellation or refund. They instructed us to contact your platform directly to resolve this matter.
As customers, we booked through your platform because we trusted the quality and reliability of the hotels you recommend. Therefore, we believe your platform also has the responsibility to assist us in resolving this issue.
4. Price Discrepancy
We also discovered that the same room type for the same check-in date was available on the hotel’s official booking platform for just over RM300, while we paid over RM400 through your platform. This significant price difference, combined with the poor quality of the hotel, makes the experience even more disappointing.
We believe your platform should seriously review this hotel’s ranking and four-star classification, as it does not meet the standard that customers would reasonably expect. The listing is misleading and may cause other customers to experience the same disappointment.
Given the circumstances, we respectfully request:
* A full refund for this booking.
* A thorough investigation into this hotel’s listing, ranking, and quality standards.
* A review of the misleading photos and information displayed on your platform.
We trusted your platform when making this booking, and this experience has greatly affected our confidence in your service. We hope you will take this complaint seriously and provide a fair resolution as soon as possible.
Thank you for your attention. I look forward to your prompt response.
