Regarding, Mrs.Olivia Pergament R.711 and family,R.710,118 book through Lee Travel Agent period of stay 23-26/02/2014. After guest check-in and go to their room, they rang back to reception desk and informed that there is no water in their room. Therefore, we called to check to check with HK and found that there is someone turn off water valve, So, we informed the engineer to fix it. After we fixed it for them. They have another problem with air conditioner, the water is leaking from air conditioner. They complain a lot as per they paid big amount with the hotel and their holiday. I try to move them to room 709 but they want to checked the room first. After they went to checked they refuse to move. They said uncomfortable to move and everything it same R.711. They said that “Can I have something to feel better.” They require sparkling wine 2 bottle with bucket of ice. I have sent V4 fruit basket and sparkling wine 2 bottle with bucket of ice to room 710 and 711. Now, they are fine. Around 18.45 hrs. Khun Lee from Lee Travel Agent called to hotel about guest have some problem with our hotel. I informed all detail to her and we already soft the problem with guest but she said guest sent email to her about they would like to refund money back for late C/O. I informed her that the client didn’t say anything to the hotel.