1. VG23818415 (Butz) the client complaint about the room, which was run-down. A change of the room was not possible at that time and our rep took the note that the complaint was justified. Therefore she paid 5% of the travel price back to the guest at the destination. But the guest wrote again to our customer service after their trip and they had not been satisfied with the compensation. So we paid another 200 Euro from our side, which had not been waived to the hotel.