Subject: Formal Complaint Regarding Kitchen Flooding Incident and Breakfast Experience Good afternoon.. I am writing to express my dissatisfaction with the handling of a recent incident and the substandard breakfast experience during my stay at your hotel (marina suites) during our stay in April 2024. On the morning of the 4th April, our kitchen flooded, rendering our cooker and floor unusable. Despite bringing this to the attention of the reception, the response received was unsatisfactory. When my husband approached the reception around 8:25 AM, Reception Manager Jan Hernández acknowledged the issue but failed to address our immediate need for breakfast, citing a burst pipe as the cause, and to our total surprise asking us “ well what would you like me to do about this” .. Despite reiterating the severity of our situation with water flooding our kitchen and the inability to prepare breakfast, Mr. Hernández's response was dismissive and lacked empathy. Given the circumstances, we requested a complimentary breakfast pass as a gesture of goodwill. However, Mr. Hernández's demeanor was unprofessional and condescending, insinuating that we were taking advantage of the situation. Despite eventually granting us access to breakfast, the quality of the food served was extremely disappointing. Many items were cold, undercooked, or partially done, making the experience far from satisfactory. We were relieved not to have paid the €19 per person for such a subpar meal. Furthermore, despite my attempts to follow up with Mr. Hernández via email regarding a discussion, there has been no response or indication of his availability. This experience, compounded by Mr. Hernández's attitude, left us feeling undervalued and disappointed. It is particularly disheartening given the positive impression left by the staff member who assisted us upon our arrival, Daylon. Our previous positive experiences at other hotels, such as Gloria Palace Royal Spa, only accentuate our disappointment with the level of service received. In light of the above, I kindly request a prompt response to this matter and appropriate action taken to address our concerns. I trust that measures will be implemented to prevent similar incidents from occurring in the future and that steps will be taken to improve the standard of service provided. Yours sincerely, Maria Scribbons