Failure to communicate

Dear Mr. B*,

Thank you for responding 12 days after my initial email.

I did not misrepresent the booking. In the United States, a cot is a bed that can fit an adult. In the United Kingdom, a cot is a crib meant for an infant.

The cot versus crib confusion was not anyone's fault. What is Holiday Villa's fault is how your staff responded to the confusion.

Over the course of an hour and a half, I was told the following, in order:

• We could have a suite for an additional £360. I said I could not afford this.
• She said we did not know we were a party of four. I showed her the confirmation email.
• Ms. A* said they did not have any available singles to add to our triple but that the crib could DEFINITELY be swapped with a cot. "We've done it many times."
• Your staff was unable to fit the cot.
• Ms. A* then said I could have an extra single at the discounted price of £150. I said, please call your manager to see if he can give us this single for free. She said you were not reachable, even though it was at 8 p.m.
• I told her I was going to find another hotel, and that I would be writing her manager a scathing letter.
• As I was leaving, she pulled me aside and said "I can give you a suite for £40."

By that time, that "mere" £40 was insulting.

I encourage you, as you review this, to reconsider your decision.

Sincerely,

Shane Keats