"Good evening,
I am writing to formally report an issue that occurred during my attempted check-in on May 3rd at approximately 9:15–9:20 PM.
I initially arrived without a reservation and was advised by the night manager on duty to complete my booking online. At no point during this interaction was I informed of any restrictions, policies, or circumstances that would prevent me from being checked in after doing so. Relying on this guidance, I immediately made a reservation online and was charged $170.
When I returned to the front desk, I was then denied service. I was also told that statements were made that I did not make, which added to the confusion and concern about how the situation was handled. Additionally, the interaction felt unprofessional and dismissive.
As a result, I incurred a charge for a reservation that I was unable to use due to conflicting information provided by staff. I am requesting:
1. A full refund of the amount charged
2. A review of this incident, including staff conduct and communication practices
I would appreciate a prompt response and resolution.
Thank you."