Dear Sir or Madam,
I am writing to request a full refund of SEK 944.83 for the booking at Hotel M18 in Copenhagen (May 22–23, 2025, guest name: Naira Sardaryan, itinerary number: 72063132522718).
My daughter was unable to use the room due to the following issues:
Upon arrival, she was approached by a suspicious elderly man who claimed he was waiting for her and led her to a basement-like space that had no power outlets or Wi-Fi, despite these amenities being clearly listed on the website.
He gave her an entry code written on a piece of paper and left. After stepping out to inspect the area, she was unable to re-enter using the code — it was invalid.
She immediately informed me, and I tried calling and writing to the hotel, but only reached an automated voicemail.
Later, some people arrived and said there had been a mistake on the website, and that she was not showing up in their system, so they couldn’t check her into the room she booked.
Instead, they offered her a mattress in an unclear and inadequate space, which is completely unacceptable and does not match what was promised at the time of booking.
Therefore, the service was not provided, and the room conditions did not correspond to what was advertised. We expected a proper hotel room — not a basement with no basic facilities and an unreliable check-in process.
I kindly request a full refund of SEK 944.83. Please see the attached screenshot confirming the booking
