Dear Guest it is very sad to hear this kind of occurrences . The rate which hotels.com took we charged that only . Also we helped you to get an accommodation in our another property which is in proximity to reduce the hassle of searching any other hotel. But you forgot to mention that we helped you in transferring providing car and porter and guest relation executive through out your transition to other hotel. You initially did not inform us you need separate bill for both the hotels so we made one . then you told us that you need hotel saad invoice separately then we made it but during this period there were other borders who stood in the queue we had give them first . Machine "broked' means the person used the word "break down" which means its somehow got technical problem thus stopped working which is a general occurrence. But you never mentioned the kind hospitality and complimentary foods we offered you during the stay . Anyway i would still ask an apology on behalf of the staff who were involved in this . And request you to give us one opportunity to prove our warmness of hospitality and care . Thank you very much . Warm regards . General Manager . Hotel Sawood International