"Dear Customer Service,
I am writing to express my disappointment regarding a serious issue with my recent hotel reservation. I booked my hotel through Hotels.com and received both a confirmation number and itinerary for my stay.
Prior to arrival, I called the hotel to inform them that I would be checking in late. During that call, I was told they could not locate my reservation and was advised to contact Hotels.com. I immediately contacted Hotels.com and was assured that my reservation was active and that I would have no issues checking in upon arrival.
Unfortunately, after driving seven hours to attend a graduation and arriving with my elderly grandmother, I was informed that I could not check in because my room had already been sold to another guest. Despite having a confirmed reservation and receiving reassurances from Hotels.com, I was left without accommodations after a long trip.
This situation caused significant inconvenience, stress, and frustration, especially given that I was traveling with an elderly family member and attending an important event. I relied on the confirmation provided and expected my reservation to be honored.
I would appreciate an explanation of how this occurred and request appropriate compensation for the inconvenience and hardship caused by this experience.
I look forward to your prompt response.
"
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