Originally Posted by Guy Betsy

So the entire hotel comes to a stand still when the manager goes away? No Assistant Manager, No Duty Manager? Sounds like they are trying to brush off the problem and hope that you'll go away. This is not acceptable.

I would do a search and write a detailed letter to the GM of the hotel. Call the hotel, ask them what is the name of the GM. DO NOT ask to speak to the GM now at any time.. as you will get into tyoo much detail without him knowing about anything. Best if you put it down on paper.

Then, write a detailed letter to the GM. Don't hype too much on the fault of the travel agent.. but rather that the communication between the TA and the hotel was unclear and that you were caught in the middle and effectively was penalised by errors on both parts. But tell him that you did stay at the hotel in the end... or if you didn't say that after such an incident, you will be moving your future businesses to the Four Seasons!

Send the letter by Registered Mail - or better yet, COURIER it to the hotel, and give them your phone number where the GM may contact you.

And do tell him that it is ridiculous for the response that the "manager has gone away for a long holiday and can't resolve the problem.." It's Hari Raya, I know.. but the hotel is still operating.

Good luck...