Dear Sir / Madama
I am writing to register my dissatisfaction with our recent holiday ,
booked through your company.
My wife has a disability which makes climbing stairs difficult , so I
phoned your office both prior to booking and shortly before
departure , to seek assurances that our holiday apartment would
be on the ground floor.
Despite receiving written confirmation of this , when we arrived at
the resort we were given a fifth-floor apartment in a block with no lifts.
My wife was deeply distressed , as it was very difficult for her to leave the apartment.
As your company has therefore clearly failed to deliver the holiday it promised ,
we will expect a substantial refund on the price.
Yours faithfully