Dear General Manager,
I am writing to express my deep disappointment with the way my reservation has been handled by your reservations team.
My trip to Dubai was postponed due to the exceptional circumstances surrounding the Iran–US conflict, which significantly affected travel arrangements and the scheduling of ATM Dubai. These events were completely beyond my control, and as a result, I was unable to travel as originally planned.
Despite explaining the situation in detail, your reservations team has repeatedly refused my request to amend or cancel my booking. I also contacted Trip.com, and they informed me that they reached out to your hotel on my behalf, but the request was again rejected by your team.
I find this response extremely disappointing and lacking in empathy, flexibility, and customer service. In circumstances where international travel has been disrupted by geopolitical events, I would have expected your hotel to demonstrate understanding and goodwill toward its guests. Instead, I have experienced a rigid and uncompromising approach that falls far below the level of hospitality I expected from your hotel.
As a guest, I would like to ask a simple question: How could I reasonably travel to Dubai when the event I was attending had been postponed due to circumstances beyond anyone’s control?
I respectfully request that this matter be reviewed by senior management rather than being handled solely by the reservations department. I kindly ask you to reconsider my request for either:
* A full cancellation without penalty; or
* A change of stay dates or a credit for a future stay.
I sincerely hope your management team will take a customer-focused approach and resolve this matter fairly. The outcome of this case will significantly influence my future booking decisions and whether I can recommend your hotel to colleagues and business associates.
I look forward to your prompt response and a fair resolution.
Yours sincerely,
Wayu Phoyen
