This is with reference to the European Holiday we had opted for through your company. The reference number of our transaction is ABC 7890. I am sorry to inform you that the holiday just did not match up to the promises made to us in the Brochure or the Itinery.
To begin with, the Tour Manager, Mr. James Edward himself was not well-versed with the Itinery and kept missing schedules. The accommodation arranged was also pathetic. Though we were promised four-star accommodation in all the places, we ended up being put up in hotels which were no better than budget hostels.
It is very unfortunate that a company of your reputation promises exotic holidays and fails to meet the promised standards.
I request you to kindly look into the matter and take suitable remedial action.