I am writing to express...

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Disliked: I am writing to express my disappointment and frustration regarding my recent booking reservation experience at your hotel. On Friday 12th April, I arrived at Novotel London Brentford with the expectation of checking in smoothly, only to be informed that my guest’s lack of identification would prevent us from doing so. I am deeply troubled by the fact that this requirement was not clearly communicated on your website or during the booking process. Had I been aware of this policy, I would have made alternate arrangements or chosen a different accommodation that could accommodate my needs. Furthermore, despite being unable to check in due to this unforeseen circumstance, I have been charged £94 for a service that I did not receive. It is unjust and unreasonable to charge a customer for a reservation that they were unable to fulfill due to a lack of prior information. I demand an immediate refund of the £94 charged to my account, as well as a review of your policies to ensure that such incidents do not occur in the future. Transparency and clear communication are essential in providing satisfactory customer service, and this experience has left me deeply dissatisfied. I expect a swift response and resolution to this matter, including the full reimbursement of the charged amount. Failure to address this issue promptly will force me to pursue further action to ensure that my rights as a consumer are upheld. Sincerely, Erik