Writing - a complaint
Dear Sir / Madam,
I am writing to complain about a seven-day package holiday to Japan that we booked through your company. It saddens me to say that the Blooming Japan (booking reference BJ2017) did not live up to our expectations and did not reflect either the description on your websites nor the information received at your office before our holiday.
According to your websites, the hotel where we stayed was supposed to be located in the middle of a cherry orchard in bloom, which was described as ‘an unforgettable view and experience’. Further, three trips to different Japanese gardens should have been implemented. Unfortunately, this turned out not to be the case and it left us and the other guests feeling extremely discontented.
We were accommodated in a different hotel that was a 10km distance from the orchard, which did not enable us to walk there and back. When we complained to our guide we were told that the hotel in the orchard had a serious problem with electricity and they were working to repair it. We were ensured that during our stay we would be relocated but it did not happen. If we wanted to see the blossoming cherry trees at the end of the week we had to pay a lot of money for our taxi to get there. According to the programme we were going to visit three different Japanese gardens: an old garden with bonsais, a garden with blossoming wisteria tunnels and a Japanese zen garden. We were especially looking forward to going to see wisteria tunnels at Kawachi Fuji Gardens as we had seen lots of beautiful pictures of them and we couldn’t see the cherry trees from the window of our hotel. But furthering our already profound disappointment this trip was cancelled because of a drizzling which stopped two hours later. As a substitute we were offered free tickets to a swimming pool, which we did not consider as satisfying.
I feel strongly that the description of the accommodation and the programme on your websites doesn’t comply with what we have experienced. We were extremely disappointed by the fact that we did not see blooming Japan as you claim in your information and given the circumstances we believe that we are owed an apology and we should receive some form of compensation.
I look forward to hearing your views on this matter.
Yours faithfully,
Radka Mullerova