Trip Inn Boutique Rubens

Dear Sir or Madam, From Tuesday to today my wife and I stayed in a room offered by you in the Hotel Trip Inn Boutique Rubens in Essen. However, the quality of this room did not meet our expectations, your offer and the price asked for. The bed we found was barely big enough for two adults and could only be accessed from one side by one user climbing over the other, which we, as eighty-year-olds, should not be expected to do. The bed also does not have a headboard, so the pillow, which was far too big, always threatened to disappear under the heater. We had to close the gap with our suitcase or sleep without a pillow. Bedside tables and reading lamps were also missing. We were unable to complain about these defects on site because the porter, Mr Youssufi (?), only opened the room for us to receive us, explained how to use the keys and then immediately disappeared. We did not see him again after that. Otherwise we would have complained to him about the lack of room service. The breakfast offered online was not available, instead we were asked to find a café somewhere in the city. So on Thursday we had to walk through unfamiliar streets in the pouring rain looking for a bakery. After the keys were handed over, no one from the staff could be reached, so we are contacting you directly and offering to provide evidence of our complaints with photos. Because of these shortcomings, we are not prepared to accept the agreed price for a double room, but expect a new, much reduced bill. We would also be happy if you could refrain from using the informal “du” in your reply. As guests, we expect a little more respect. Kind regards, Hannelore and Bernd Kockrick