Dear Mr. B*
Thank you for your prompt, though unhelpful response to my email to the CEO of your parent company. I fully understand that I will not receive satisfaction from you, but I wanted to take the time to react to your email anyway.
While I appreciate your suggestion that I contact my "booking agent" you and I both know this person does not exist. Bookings no longer occur between humans. They occur between queries I make on web sites like booking.com and yield management programs running on your servers. There are no people to complain to. Except to the management of the company in question.
I thank you in advance for the leeway to repeat a point I made in my first communication. The cost to Holiday Villa to upgrade me, my wife and our two children was zero. The room was available. And as it was 9 p.m. when Ms. A* finally offered it to us for a "mere" £40, there was little chance that it would be filled with a paying customer that evening.
So, in summary, you kept £240 on your weekly bookings summary to Singapore. In exchange, you have inspired a would-be guest to make sure as many people as possible are aware of your policies. What started as bad customer service has been compounded by bad economic judgement.
Sincerely,
Shane Keats
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