A letter of complaint: An unpleasant staying at the hotel

Dear Sir/Madam

I am writing to express my dissatisfaction with my stay at the Oxtor Luise Hotel on the 16th of February. When we arrived at the hotel at 5:30 pm we couldn't find any staff members or the keys to the room at the reception. Because of this, we had to wait for approximately 20 minutes before the receptionist eventually appeared. This is outrageous because when making a reservation through your website I had to note the precise time of our arrival.
Later at night, we experienced a similar situation. At approximately 1 am we were woken up by noisy people trying to climb the wall into the hotel courtyard. I went down to reception to tell a member of the hotel staff but no one was there. I returned to the room and tried to fall back asleep, however,  the noise from the courtyard was continuing to get louder and more disturbing. The noise continued to around 4 am and only stopped at dawn.
Given the circumstances, I would like to ask you to investigate the duties of the staff as well as the protocol to address the noises disturbing guests at night thoroughly to ensure that this does not happen in the future.

Sincerely, 
Daria S