Dear Team,
I am writing to raise a concern regarding our check-in experience.
I notified you one day in advance as instructed, including requesting the hot tub. However, when we arrived around 17:30, the room door was locked, the keys were not accessible as described, and the hot tub was not ready. There was no immediate assistance available, and the weather conditions that day were very poor, which made the situation particularly uncomfortable.
This did not align with the check-in instructions provided and resulted in a very disappointing experience. I would appreciate your explanation and advice on how this can be resolved.
Kind regards,
Wilson