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Writing a Complaint Letter, by Valéria da Silveira Souza (Av2 Tues, 2008-2009) - About 300 words

Dear Sir or Madam,

Last Sunday my family and I returned from a holiday in your new holiday resort. Unfortunately, our time there was totally different to what your company made us expect. We had a lot of problems.

Just one week before, we were reading a brochure that stated that we were going to enjoy a comfortable self-catering chalet. However, the chalet was far too small for us. That is why we had to book an extra room for my parents in a nearby hotel. The restaurant was also disappointing. There was, in fact, only one in the area and it was more a snack bar than a restaurant.

Although you told us that we were going to enjoy some excursions, that never happened. For example, we could not go to the historic city in the old town. Our group were not able to go to the mountains due to the delay of the guide. Also, we did not visit the beach or the historical castles in the region. I would like you to know that the reason why we booked this holiday was precisely because of the visits to the castles. So as you can imagine, it was very disappointing and when we learnt that this trip would not be running this year, the only way of going to it was by hiring a car to make the visit on our own. It was extremely enjoyable but an additional expense we did not expect.

In view of the fact the brochure does not match what your company actually offered, both in terms of accommodation and excursions, we feel that we are entitled to a compensation for both our disappointment and the extra expense caused.

Thank you for your prompt reply.

Yours faithfully,