Dear Mr. Hipolito, We are writing to address your concerns regarding your recent stay at our resort. Please accept our sincerest apologies for the unfortunate experience you had. It took us some time to respond as we were conducting a thorough investigation to ensure that all aspects of the situation were considered.Our staff's primary intention was to uphold the rules and policies of the resort, and it was never our aim to cause you any discomfort or disrespect. In relation to the event cancellation, we did our best to secure your rooms. However, due to the absence of a down-payment, the rooms were booked by other guests online - which was beyond our control. Our team attempted to follow up with you and inform you of the high demand for these rooms.Please know that causing any distress or inconvenience to our valued clients is the last thing we want. We are deeply sorry for the issues that transpired during your stay and will take this feedback to improve our services in the future.Thank you for bringing this matter to our attention, and we hope to have the chance to provide you with a better experience in the future.