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I agree with eselle and disgusted: I believe this hotel should be named.

However, skyguymanchester there is merit in what ntarrant says about complaining.

A solicitor friend of mine suggests that whilst writing a letter in anger can act as an outlet for that anger, it is worthwhile keeping it for a day or two and reviewing it when the red mist has disappeared.

Might I suggest writing to a senior manager in the hotel, reiterating your issues and asking him/her if they support the response given in their name.