Formal Complaint Regarding Unacceptable Room Conditions at Castleton Hotel, London

Dear Expedia Customer Support,

I hope this message finds you well. I am writing to express my deep dissatisfaction and disappointment with the recent booking I made through Expedia at the Castleton Hotel in London. I would like to formally lodge a complaint about the deplorable conditions of the room we were allocated, as well as the overall state of the hotel's facilities.

Booking Details:

- Check-in Date: September 23, 2023
- Room Number: 404
- Duration of Stay: Originally planned for 11 days

Upon arriving at Castleton Hotel and entering Room 404 on the 4th floor, my companion and I were immediately confronted with a series of unacceptable issues that rendered our stay unbearable. I wish to highlight the following concerns:

1. Ripped Wallpaper: The wallpaper in the room was torn and peeling, giving the room an unkempt appearance.

2. Difficult Window: The window in our room was extremely difficult to open, which hindered our ability to ventilate the room adequately.

3. Insecure Door: The door to the room could not be securely locked, raising concerns about our safety and privacy.

4. Faulty Air Conditioning: The air conditioning unit emitted peculiar and unsettling noises, and it was ineffective at regulating the room's temperature.

5. Dirty Carpet: The carpet in the room was noticeably dirty, and we discovered used tissues behind the bed, suggesting a lack of proper cleaning.

6. Dust and Allergies: The room was excessively dusty, which posed a significant problem for me as I suffer from allergies.

7. Non-Potable Water: The tap water was undrinkable, forcing us to purchase bottled water for basic hydration.

8. Unkempt Hallways: The hallways leading to our room were dirty, unpleasantly odorous, and covered in dust.

9. Non-Functioning Elevator: The elevator was out of order, creating difficulties for me as an individual with asthma.

10. General Unhygienic Conditions: The overall hygiene and maintenance of the hotel appeared to be severely lacking, with visible signs of neglect.

11. Deteriorating Infrastructure: The building itself seemed rundown, with peeling walls and other signs of disrepair.

12. Bed Condition: There were noticeable stains and marks on the beds, indicating a lack of cleanliness.

Due to these deplorable conditions and the inability to find any semblance of comfort in our room, my companion and I had no choice but to vacate the premises on the same day of our arrival. Our initial plan was to stay for 11 days, but this proved impossible given the state of the room and the hotel as a whole.

As such, we kindly request a full refund for our reservation at Castleton Hotel, which was made through Expedia. We believe it is only fair to receive a refund for the funds paid for our stay, as we could not endure even a single night in these conditions.

We trust that Expedia will take this complaint seriously and act promptly to address the issues we have outlined. We also kindly request your assistance in initiating the refund process as soon as possible.

We appreciate your prompt attention to this matter and look forward to a swift resolution.

Sincerely,

Person who booked:
****** ******
+49 176 61727174
******@outlook.com


Second Person:
Ahmed Amin Zro
+49 176 80560785
zroahmedamin@gmail.com