Letter of complaint Dear Sir, I am writing to express my extreme dissatisfaction with the service I received when staying in your hotel Gleenton in Jakarta, Indonesia. Because of the appalling service and exceptional rudeness of the personnel, what was intended to be a pleasant romantic holiday turned into a nightmare. Firstly, on our arrival to the hotel, we found the receptionist drunk and sleeping under the desk and, I must admit, it demanded considerable effort on our part to make him regain consciousness. Moreover, we were forced to wait for another fifteen minutes until he came to his senses enough to show us to our room. As if that was not enough, as soon as he left, we discovered, to our utter shock, that there was no hot water in the bathroom whatsoever. A passing maid, from whom we demanded explanations, had the audacity to declare that it was a common situation in Asia, since the tropical climate eliminates any need for hot water. It may be very well be so but not in a five-star hotel, I should think! Having mustered all his courage, my husband headed to take a cold shower when he realized that the worst was yet to come – a furry black spider was sitting in a shower cabin, huge and obviously irritated. And at this point, our patience came to an end. We took our luggage and proceeded to the reception desk to explain the situation to the clerk who, in his turn, showed absolutely no sign of sympathy or remorse. More than that, not only did he refuse to give us back the money we had paid but also dared to demand a tip from us for all the inconvenience we had caused. That hotel was the most pathetic place we had ever seen. We left bitterly disappointed with the experience. Given the circumstances it seems only fair that you should offer a full refund of the money paid for our failed stay. I would also appreciate a formal letter of apology from the hotel administration and hope that the necessary disciplinary action against the employees concerned will be taken. If you don’t give this matter your urgent attention, I shall have to take matters further. Best regards, Magda Schmidt