Request for a refund... Denied!

Dear Mr Shane Keats,

Subject: Request for refund.

I am in receipt of your email dated 13 July 2011 stating the reason for full refund.

I have since looked into this matter with our Ms Aran and examined the sequent of event of your complaint.

I can see very clearly the problem originated from your booking clearly it stipulates all children under 12 years are charged for extra beds. All children under 2 years stay free of charge for Cots. Your booking details (787741720) states 2 children and so please include a cot for this person. Our hotel then allocated the requested room accordingly.

Our Ms A* has followed the correct procedures and requested for the extra charge for upgrade to meet your requirements because of the misrepresentation on your booking. I understand the initial extra (i.e. £360) may appear to be too much and after much searching to assist you and your family, Ms A* did manage to offer you one suite with a mere extra £40.00. You have, however, declined to accept this as a reasonable compromise.

I have given my careful consideration and for the aforesaid stated facts, I must decline your request for the refund. I believe our hotel has acted in a proper and correct manner throughout in trying to resolve this rather unfortunate situation for you and your family.

I hope and trust I have now clarified our position

Sincerely

R* B*

Deputy General Manager