ONEOFF X ASSI A BOUTIQUE HOMEOTEL

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FORMAL COMPLAINT – Misleading Hotel Listing, Unacceptable Hygiene, Guest Safety Concerns and Demand for Full Refund – One Off Assi Ghat, Varanasi (14–16 October) To Expedia Customer Relations / Customer Support Subject: FORMAL COMPLAINT – Misleading Hotel Listing, Unacceptable Hygiene, Guest Safety Concerns and Demand for Full Refund – One Off Assi Ghat, Varanasi (14–16 October) Dear Expedia Customer Relations Team, I am writing to lodge a serious formal complaint regarding my fully prepaid hotel booking at One Off Assi Ghat, Varanasi, for the period 14–16 October, made online through Expedia’s website. What we experienced upon reaching this property was absolutely shocking and completely inconsistent with the pictures, description and overall impression presented on Expedia’s website. The experience was not merely disappointing; it was unacceptable in terms of hygiene, safety, transparency and customer service. 1. Gross misrepresentation of the property The photographs displayed on Expedia, including the cover photograph, gave us an entirely false impression of the property and its accessibility. On arrival, we discovered that the hotel could only be reached after walking approximately 400–500 metres through extremely narrow lanes, barely three feet wide. This crucial information was not adequately disclosed in the online listing. The actual location and accessibility of the property were materially different from what a reasonable customer would expect from the photographs