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Formal Complaint , Gift Voucher Redemption Error
Hepburn Bathhouse & Spa的点评
点评：I am writing to express my concern and frustration regarding a gift voucher valued at $1,000.
In January, I used the voucher to book a two-night stay. However, I was contacted directly by their team and advised that, due to extreme heat (43 degrees) and a fire alert, it would be best to postpone the booking. I was told we could move it to the following week.
Unfortunately, this created a problem for me, as I have pets and needed to arrange for someone to stay at home. The person who was available for the original dates was not available the following week. Because of this, I attempted to cancel the booking. I sent an email prior to the scheduled visit and also tried calling by phone, but it has been impossible to speak with anyone, only automated systems.
To my surprise, when I later checked the gift voucher, the full amount had been redeemed despite us never attending the stay. Since then, I have sent two to three follow-up emails, including through your website, and have received no response.
I am extremely disappointed and concerned that $1,000 has effectively been lost under these circumstances. I kindly request that this matter be reviewed urgently and that the voucher be reinstated or an appropriate solution provided.
I look forward to their response.
In January, I used the voucher to book a two-night stay. However, I was contacted directly by their team and advised that, due to extreme heat (43 degrees) and a fire alert, it would be best to postpone the booking. I was told we could move it to the following week.
Unfortunately, this created a problem for me, as I have pets and needed to arrange for someone to stay at home. The person who was available for the original dates was not available the following week. Because of this, I attempted to cancel the booking. I sent an email prior to the scheduled visit and also tried calling by phone, but it has been impossible to speak with anyone, only automated systems.
To my surprise, when I later checked the gift voucher, the full amount had been redeemed despite us never attending the stay. Since then, I have sent two to three follow-up emails, including through your website, and have received no response.
I am extremely disappointed and concerned that $1,000 has effectively been lost under these circumstances. I kindly request that this matter be reviewed urgently and that the voucher be reinstated or an appropriate solution provided.
I look forward to their response.
翻译：我写这封信是为了表达我对一张价值1000美元的礼券的担忧和不满。
今年一月，我用这张礼券预订了两晚住宿。然而，酒店团队直接联系了我，告知由于极端高温（43华氏度）和火灾警报，最好推迟预订。他们说我们可以改期到下周。
不幸的是，这给我带来了麻烦，因为我家有宠物，需要安排人在家照顾。原定日期有空的人下周没空。因此，我尝试取消预订。我在预定入住日期前发送了电子邮件，也尝试打电话，但始终无法联系到人工客服，只能听到自动语音提示。
令我惊讶的是，当我后来查看礼券时，发现尽管我们从未入住，礼券上的金额却已被全额兑换。此后，我发送了两到三封后续邮件，包括通过贵公司网站发送的邮件，但始终没有收到任何回复。
我对此深感失望和担忧，1000美元就这样在目前情况下损失了。恳请贵方尽快审查此事，并恢复代金券或提供其他妥善解决方案。
期待贵方回复。
今年一月，我用这张礼券预订了两晚住宿。然而，酒店团队直接联系了我，告知由于极端高温（43华氏度）和火灾警报，最好推迟预订。他们说我们可以改期到下周。
不幸的是，这给我带来了麻烦，因为我家有宠物，需要安排人在家照顾。原定日期有空的人下周没空。因此，我尝试取消预订。我在预定入住日期前发送了电子邮件，也尝试打电话，但始终无法联系到人工客服，只能听到自动语音提示。
令我惊讶的是，当我后来查看礼券时，发现尽管我们从未入住，礼券上的金额却已被全额兑换。此后，我发送了两到三封后续邮件，包括通过贵公司网站发送的邮件，但始终没有收到任何回复。
我对此深感失望和担忧，1000美元就这样在目前情况下损失了。恳请贵方尽快审查此事，并恢复代金券或提供其他妥善解决方案。
期待贵方回复。
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