A complaint letter I am writig to express my disatisfaction at the hotel and the service I booked on your website. Me and my family, we had to stay in a different hotel because it was full, we agreed but what happened next was unnacceptable. They sent us to a gloomy hotel on the outskirts of the city wich involved wasting more money on public transport, loosing time and beeing annoyed too much time. As far as the hotel is concerned, they gave us two beedrooms when I had booked a family room. As we have little children, I felt totally insecure sleeping in different rooms, so my husand and I stayed awake every night to check if they were safe. Still, the worst is yet to come, I went several times to the reception and nobody was there and every single time I tried to speak to any member of the staff they clearly ignored me. Even two of them were extremelly rude to me. Of coruse, I filled in a complaint form wich I have attached to this e/mail. Eventually, we had an added problem. On changing the hotel, they recolocated us without having on mind that we are vegan and this is something that I pointed out on my booking. You assured me that we would enjoy a vegan friendly restaurant and the only food we could eat was lettuce and rice. For all this reasons, I feel entitled to ask for a refund of the money. Looking forward to your response, Yours faithully