Dear Sir or Madam, I am writing to inform you that I have recently stayed at an holiday resort recommended by one of your agency’s employees and I was very dissapointed with my experience there. First of all, I must mention that during my stay at the resort, my room was not heated properly, although it was freezing outside, so I could not sleep at all during night time, as the temperature in my room fell below 10°C. Moreover, when I politely asked the staff to do something, they told me to stop complaining in a rude way and did nothing to resolve the problem. This is certainly unacceptable considering the amount of money I paid! I would like to ask for a full refund of the cost and an apology from your agency. Also, please be more careful in the future and test the resorts before recommending them to your costumers, so that something like this does not happen again. I hope to hear from you regarding this matter as soon as ppossible. Yours faithfully, Angela