Dear Mrs NN,
since I've just come back from a short autumn holiday I am sorry that I can answer to your mail only today. As you can imagine we couldn't believe and we didn't want to believe the story you told: not only that the hotel reacted in a very embarrassing way, but also that nobody would expect such a behaviour from a hotel situated in an international city like Frankfurt! Of course we are in no way pleased to hear about a hotel that couldn't meet international service standards and we feel sorry for this unpleasant situation.
It is true that we can't check all the hotels in terms of service, but nevertheless we take your complaint seriously and therefore we thank you for informing us about this incident. Hopefully you received your money back in the meantime! What we did is that we wrote to the hotel and asked them to make a statement on the whole situation. We also reserve for ourselves the right not to publish any information about this hotel in HotelGuide Rhein Main any more. Please understand that at this point of time we can't offer you more, but don't hesitate to inform us further on as we will do.
Messe Frankfurt Medien und Service GmbH