Trouble on vacation

A couple of elderly Retirees bought a trip to Thailand at the Travel agency N. They spend a lot of time choosing a hotel to stay and came to the agency several times to go over hotel reviews with the Manager. The main criteria of choice were:

- a quiet hotel on the beach

- absence of noisy tourists

- clean and green area.

The Retirees dreamed of a vacation from a dusty city and their noisy grandchildren. But when they got to Thailand, they notice a construction site near the hotel. To make things worse, the hotel is unbearably dusty! The retirees feel perplexed! They had been so careful in choosing a hotel.

They call the Administrator of the hotel, claiming that no one had said about the construction site. The Retirees demand full compensation and request urgent rebooking to another hotel from the agency's Manager.

Pre-negotiation points:

Side A. The Retirees - With no intention of staying, they demand a full refund or to be moved to a better hotel.

Side B. Hotel. The Administrator and the Director - cannot return the money, because Agency N had paid for the Hotel. They want to resolve this conflict by relocating the Pensioners to a building farthest from the construction site.

Side C. Agency N. Manager and Director - place all the blame on the hotel, because it had failed to mention that construction was underway. They refuse to rebook another hotel and want to keep the money.