Subject: Formal Complaint and Request for Compensation – Incorrect Room Type and Poor Service
To: Holiday Inn Express Frankfurt Management
Attn: Mr. Tino Terbhardt, Hotel Manager
CC: Hotels.com
Dear Sir/Madam,
My name is Raz Kalo, and I am submitting this formal complaint regarding my stay at Holiday Inn Express Frankfurt from November 27, 2025, to November 30, 2025,
Upon arrival at the hotel—after a long and exhausting journey including a 7-hour drive, a 2-hour flight delay, and an additional 1.5 hours at passport control—we were informed at the front desk that no room was available for us. Furthermore, the receptionist, Ms. Daniela Sanchez, suggested canceling our reservation and finding another hotel ourselves. This response was shocking, highly unprofessional, and completely unacceptable.
After a lengthy discussion and with no reasonable alternative, we reluctantly agreed to stay the first night in a room with one double bed and a sofa, despite having specifically booked and paid for a room with two separate twin beds. We accepted this only after being assured that the issue would be resolved the following morning and that we would receive the correct room type.
The next day, after leaving the hotel at 7:00 AM and returning at 7:00 PM, we expected to receive the room we originally booked. Instead, we were again assigned a room with one double bed. When I asked Ms. Sanchez whether this was indeed the room type according to our