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「Owing to a misunderstanding at the time of booking the only accessible room was already occupied on the day we arrived. It was physically impossible for my wife to reach the room reserved for us on the first/second floor as there is no elevator. The staff was most helpful by finding a suitable room for us in a nearby hotel. They would have refunded the cost of the booking but were unable to do so at that time as the booking was made by Expredia. The request for a refund must come from...