"Dear Hotel Management,
I am writing to express my disappointment regarding the handling of my recent booking and cancellation request at your hotel, where I have stayed regularly for the past 15 years whenever visiting London.
After the Middle East conflict began, my flights were cancelled and I contacted the hotel requesting cancellation of a booking, but I never received any response.
Recently, I again chose your hotel for a one-night stay. Due to flight delays, I arrived at 6 am and appreciated the late checkout extended until 5 pm. After my London–Rome flight was cancelled, the airline initially rebooked me two days later, so I extended my hotel stay for 3 nights through Expedia at a cost of about AUD $1600.
Only 30 minutes later, the airline advised I could depart the same day. I immediately spoke with reception and was told the booking could be cancelled, and I was given a cancellation number so Expedia could process the refund.
However, when Expedia contacted the hotel, the cancellation was rejected. Expedia is now asking me for the receptionist’s full name and role, which I find unreasonable. Guests should be able to trust information provided by hotel staff.
This situation has seriously damaged my trust in the hotel. After 15 years as a loyal guest, I feel this matter has been handled unfairly and I respectfully ask management to review and resolve it fairly."
