Liva

Dear Sir or Madam, We hereby submit a formal complaint regarding a highly serious incident that occurred on 24 December 2025 during our stay at your establishment, which entirely destroyed our stay as well as the Christmas and New Year period. The incident involved your receptionist, who refused to control the provided to us kettle for boiling water that was visibly dirty and had a strong taste resembling vinegar. The water was not inspected, tested, or replaced despite our immediate concerns. After consumption, we experienced significant physical discomfort, giving rise to a reasonable and serious suspicion of contaminated or potentially hazardous water. Due to the severity of the situation, we were compelled to contact the police. In addition, the conduct of the aforementioned employee was unprofessional, dismissive, and inappropriate throughout the entire interaction. Instead of addressing the issue responsibly, she falsely accused us of aggressive behavior, an allegation that was clearly dismissed by the responding police officers, who expressed their own astonishment at the situation. Furthermore, on the day prior to the incident, we were explicitly promised a complimentary breakfast as compensation. On the following day, this breakfast was arbitrarily refused by Administrator, who claimed she needed to speak with management, while at the same time refusing to contact management or escalate the matter. This constitutes a clear denial of an agreed-upon benefit. Taken together, these actions and omissions constitute a serious breach of duty of care, a violation of basic health and safety obligations, a failure in service delivery, and misrepresentation of facts to law enforcement. The incident caused significant distress, loss of enjoyment, and a complete disruption of our holiday during a period of particular personal and cultural importance. Demand for Refund and Compensation In light of the above, we hereby formally demand: 1. a full or substantial refund of the costs incurred for our stay, and 2. an appropriate financial compensation for the distress, health concerns, loss of enjoyment, and inconvenience caused by the incident and the conduct of your staff. We request that you provide a written proposal for refund and compensation together with your formal answer.