Hello,
I am writing to formally file a complaint and request the immediate processing of a refund regarding a serious safety incident during our stay at Best Western Plus Amarillo East.
During our stay in Room 305, the front desk mistakenly issued our room key to another guest. As a result, a strange man suddenly opened our room door and entered our room while we were inside. This was extremely frightening and completely unacceptable from a guest safety standpoint.
After this incident, our room key stopped working and we had to return to the front desk to have it reset. Because of this situation, we felt unsafe and were unable to sleep properly for the remainder of the night. In addition, the Wi-Fi was not working and the neighboring room was very noisy, further affecting our stay.
We were told by the hotel manager that we would receive a refund and that we would be contacted by phone. However, we never received a call and no refund has been processed to date.
This was a serious security failure, and we are extremely disappointed that the promised resolution has not been honored.
Please process the promised refund immediately and confirm it in writing.
If this matter is not resolved immediately, we will have no choice but to escalate this issue through corporate guest relations and other appropriate channels.
Reservation Name: Grace Yang
Confirmation Number: AE10164376276
Dates of Stay: [12/29-12/30]
Room Number: 305
Hotel: Best Western Plus Amarillo