Mrs. Walters
Rita Peterson
123 Fourth Street
Road Town, Tortola, BVI
July 21, 2014
Paul Puarez
Guest Services Manager
Radisson Ambassador
199 Ashford Avenue
San Juan, Puerto Rico, 00785
Dear Mr. Puarez:
I am a frequent traveler but this is the first time I have stayed in your San Juan hotel. I chose your hotel based on your reputation for value and excellent service. Yet an experience at your hotel has made me think that your reputation has been inaccurately inflated.
I stayed in your San Juan, Puerto Rico hotel (room 756) from Monday, September 1 through Thursday, September 4, 2012. Throughout my stay my room was consistently dirty, and the bathroom fixtures were rusty. Additionally, I had to request fresh towels each evening of my stay. To make matters worse, the casino was extremely loud and the music did not stop until 3 A.M. I complained to the Front Desk Manager, Raul Rodriguez, and requested another room but was told there were no other rooms available. No one from the hotel addressed my concerns and I was told repeatedly that housekeeping had been alerted to my complaints. Despite my repeated complaints, my room was never properly cleaned and was never furnished with fresh towels. Because of the casino noise, I was unable to sleep comfortably for two nights. Hence, my time spent in Puerto Rico was nerve-wracking.
The cost of a room with a king sized bed and an ocean view, at the time of my booking, was $190 per night and I stayed for 3 nights. In addition, a resort charge of 20% was added to my bill. As this accommodation was prepaid through expedia.com, I was told that I could not request a refund at the hotel.
Considering that I made several complaints that were documented and showed patience in waiting for the situations to be improved, I am writing to request that I be refunded the cost of my accommodation. The customer service for this branch needs to be improved. The Front Desk Manager should be more sensitive to the needs of your guests.
123 Fourth Street
Road Town, Tortola, BVI
July 21, 2014
Paul Puarez
Guest Services Manager
Radisson Ambassador
199 Ashford Avenue
San Juan, Puerto Rico, 00785
Dear Mr. Puarez:
I am a frequent traveler but this is the first time I have stayed in your San Juan hotel. I chose your hotel based on your reputation for value and excellent service. Yet an experience at your hotel has made me think that your reputation has been inaccurately inflated.
I stayed in your San Juan, Puerto Rico hotel (room 756) from Monday, September 1 through Thursday, September 4, 2012. Throughout my stay my room was consistently dirty, and the bathroom fixtures were rusty. Additionally, I had to request fresh towels each evening of my stay. To make matters worse, the casino was extremely loud and the music did not stop until 3 A.M. I complained to the Front Desk Manager, Raul Rodriguez, and requested another room but was told there were no other rooms available. No one from the hotel addressed my concerns and I was told repeatedly that housekeeping had been alerted to my complaints. Despite my repeated complaints, my room was never properly cleaned and was never furnished with fresh towels. Because of the casino noise, I was unable to sleep comfortably for two nights. Hence, my time spent in Puerto Rico was nerve-wracking.
The cost of a room with a king sized bed and an ocean view, at the time of my booking, was $190 per night and I stayed for 3 nights. In addition, a resort charge of 20% was added to my bill. As this accommodation was prepaid through expedia.com, I was told that I could not request a refund at the hotel.
Considering that I made several complaints that were documented and showed patience in waiting for the situations to be improved, I am writing to request that I be refunded the cost of my accommodation. The customer service for this branch needs to be improved. The Front Desk Manager should be more sensitive to the needs of your guests.