Read the email and then complete the statements about it.
e.g. The email is from Alice Kingston who … → The email is from Alice Kingston who has been Grand Hotel’s client since 2017.
1) The email is to …
2) Alice is writing the email because …
3) There was a misunderstanding because …
4) Kevin Jones is …
5) Alice wants the hotel manager to …
6) Alice ends her email by giving …

From: Alice Kingston and alice_kingston@email.com
Subject: Room Service Complaint
Date: July 5th
To: Grand Hotel manager

Dear Grand Hotel manager,
I wish to complain about the service at your hotel where I stayed last week. I’ve chosen your hotel group company since 2017 and I’ve never faced any booking problems before. However, last week, something went wrong and there was a terrible misunderstanding.

I booked a single room at your hotel and when it was time I arrived at exactly 2 pm, which was the check-in time. When I entered my room, the housekeepers were still cleaning it and asked me to wait. I could not wait at that time and had to settle down immediately because I was late for my exam, which was at 3 pm, far away from the hotel. The administrator, whose name was Kevin Jones, made his excuses and offered me to move to a double room as a bonus. Honestly, I’ve never booked such a big room in my life because usually they're expensive. But at that time, I agreed. Everything was good, I passed my exam, and I got back home in a few days. But when I checked my credit card balance, I was shocked. Your hotel charged me the fee for that double room, which was a bonus indeed.

I believe that was a mistake. I didn't want to stay in that double room, it was the hotel administrator who offered me that room as an excuse. I am complaining because it was unfair from your side to charge me the fee of a double room, which I didn’t want to book. To solve this problem I would like you to give me a discount for the next booking at one of your branches.

I look forward to hearing from you as soon as possible to solve this problem.
I am attaching copies of my reservation number and receipt. You may reply to me at this email or call me at 3805588522.

Sincerely,
Alice Kingston

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