Dear Hotels.com Customer Service,
I am writing to formally complain about my unacceptable experience at The Quay Hotel Singapore and to request a refund for my booking.
The property was well below an acceptable standard. The advertised amenities were not available as expected, the towels in my room were soiled, and, most concerningly, my room key appeared to provide access to other rooms. This is a serious security and privacy concern.
Furthermore, when I needed to amend my reservation, the hotel refused to honour my original booking rate. The rate for oct 10-11 was $179 and they charged me $250
I contacted Hotels.com for assistance, but no satisfactory resolution was provided.
I feel I was treated unfairly and charged an unreasonable amount during the F1 period. The quality of the accommodation and the issues I experienced did not justify the price paid.
As a Hotels.com customer, I expected better protection, support and accountability. I am extremely disappointed that my concerns were not resolved when I contacted your customer service team.
I am requesting the following:
A full refund, or an appropriate refund reflecting the unacceptable accommodation and service.
A formal investigation into the hotel's refusal to honour my original rate.
An investigation into the room key security issue.
A written response explaining how Hotels.com intends to resolve this complaint.
Please escalate this matter to your customer relations team and provide a clear response within 14