Official Complaint

To: Management of the Travel Agency / General Manager of the Hotel

Subject: Official Complaint regarding Severe Misconduct and Negligence (V Hotel, Room 9123)

Dear Sir/Madam,

I am writing to file a formal complaint regarding an outrageous incident that occurred during our stay in Egypt Sept 13 Sept 19. Our vacation was completely ruined due to the negligence of the staff and the blatant rudeness of the administrator, Ali Maher.

From the start, our room had issues. There was no hot water, but we overlooked this. The main issue was the air conditioning (AC), which broke down repeatedly. We called the reception every two days. A technician would come, pretend to fix it, and the problem would persist.

In the evening Sept 18, the AC stopped working again. Starting from 7:00 PM, we tried calling and visiting the reception. No one reacted for 4 hours. At 11:00 PM, my mother and I went to the reception again to speak with the General Manager. We were refused, and the administrator spoke to us instead.

When we insisted on a solution because we couldn't sleep in a suffocating room before our departure, the administrator Ali Maher became aggressive. He stated: "Shut up, or I won't change your room." When I asked if he was threatening me, he replied: "Yes, I am threatening you."

When I attempted to record his unacceptable behavior on my phone, Ali Maher began waving his hands aggressively, attempting to knock the phone out of my hands. Only the presence of CCTV cameras and witnesses (other guests) prevented the situation from escalating further. I was on the verge of calling the police.

On the same day, the hotel Wi-Fi was completely down. We had no connection. The tour guide, who promised 24/7 support during our meeting on September 14th, completely ignored our messages. We had to solve all issues on our own.

We do not intend to leave this outrageous case unpunished. Such behavior (threats, physical aggression, and verbal abuse) is unacceptable in the hospitality industry.

We demand:

1. An internal investigation and the preservation of CCTV footage from Sept 18 (10:30 PM – 11:30 PM) to verify our statement.

2. Strict disciplinary action against the administrator Ali Maher, up to and including termination.

3. Official written apologies.

4. Compensation for the ruined vacation and moral damages.

Failure to address this matter will result in us filing complaints with the hotel chain's headquarters, the Egyptian Hotel Association, as well as the consumer rights protection authorities and court upon our return.

Sincerely,

Bryksina Oksana

[VOUCHER NO: 4549569 / Sept 13 - Sept 19]