Hi . . . your letter carries a professional, businesslike tone until you use the term "matron", which is fine as long as your intent is to be offensive, but it seems inconsistent with the overall tone of the letter.

If the intended recipient actually reads the letter as opposed to quickly scanning it, he/she may be startled by the reference. If enough people refer to this type of treatment and refer to these particular employees as "matrons" it might shake things up a bit.

There's no reason why there shouldn't be a printed reference manual available at the desk for the lounge employee to cite.

Good luck.