Mark the letter A, B, C or D on your answer sheet to indicate the best arrangement of utterances or sentences to make a meaningful exchange or text in each of the following questions from 13 to 17.

Dear Sir or Madam,
a. Despite having a confirmed booking online, we were denied our reserved room and instead assigned to an overcrowded one with a dirty bathroom and no toilet paper.
b. I feel we deserve a partial refund and I look forward to hearing from you.
c. I am writing to express my disappointment with our recent stay at your youth hostel from 20 to 22 June.
d. At no point did we receive an apology for these issues.
e. Having been treated so poorly, I suggest that you review your online booking system, retrain your unwelcoming staff, and improve the cleanliness of your facilities to prevent similar experiences for future guests.
Yours faithfully,
Gemma Winters