Dear Trip.com Customer Service,
I am writing to request a full refund for our recent stay at the Holiday Inn due to extremely serious issues with the room, bathroom, cleanliness, and lack of assistance from hotel staff.
When we first checked into the hotel, the toilet would not flush properly. We tried again, and the water began overflowing onto the bathroom floor. The situation became worse very quickly, and the dirty toilet water spread across the bathroom floor and reached the carpet in the bedroom.
We immediately asked the hotel for assistance, but there was no staff available who could properly help us. The hotel was fully booked, and we were told that the only alternative room available had just one bed and was smaller than our original room. We were three guests, and I had specifically paid for a room with two king beds, so this was not a suitable alternative.
We therefore had to spend the night in the original room with a bathroom that we could not properly use.
The following morning, we contacted the hotel again. Someone came to clean and try to fix the problem, but unfortunately the situation became even worse. More water leaked, and the smell from the bathroom became extremely unpleasant and spread throughout the room.
For almost an entire day, I could not properly use the bathroom or take a shower because of the plumbing and water problems. The only assistance we received was additional towels, which obviously did not solve the problem.
The alternative room we were later offered was also in very poor condition. The carpet had a very strong and unpleasant smell, the air conditioning was not working properly, and the room itself smelled bad. The beds were also extremely unstable and noisy, moving and squeaking every time we turned or moved while sleeping.
Overall, the cleanliness and condition of the hotel were extremely poor, and the lack of staff assistance made the situation even more stressful.
This was supposed to be part of our vacation, but instead we spent our time dealing with an unusable bathroom, overflowing dirty water, unpleasant smells, poor room conditions, and no proper assistance from the hotel.
These were serious failures of basic hotel facilities and services, not minor inconveniences.
For these reasons, I am formally requesting a full refund to the original payment method. I do not believe we should be charged for a stay where we could not properly use the bathroom, shower, sleep comfortably, or receive the basic standard of cleanliness and service that was advertised and paid for.
Please investigate this matter with the hotel and process my full refund as soon as possible.
Kind regards,
Karoline
Terjemah
