Pullman Properties in Makkah

Subject: Complaint regarding incorrect room assignment. Dear Hotel Management, I am writing to express my disappointment regarding my recent booking at your hotel. I reserved a room with specific features through your booking platform, and these details were confirmed before my customer's arrival. However, when my customer checked in, they were assigned a completely different room that did not match the confirmed reservation. The main issue was not the attitude of the reception staff, but the failure to provide the room that had been booked and confirmed. I would also like to mention that the issue was eventually resolved only after I personally contacted my customer and asked them to speak directly with the receptionist. I instructed my customer to explain that they wanted the room they had originally reserved. Only after this discussion did the hotel change the room and provide the accommodation that matched the original reservation. Although, I appreciate that the matter was eventually corrected, this should have been handled properly from the beginning, without requiring additional intervention. I hope you will review this incident and take steps to ensure that confirmed reservations are honored in the future, providing guests with the service they expect. Thank you for your time and attention.