Great letter, Stan. Very well put.
I myself have only written a nastygram like that once... I was at a wedding reception (at the Ritz-Carlton Boston, no less!) where we got such incredibly rude service! For instance, the waiter did not even approach our table to offer us champagne. He just assumed we were all underage.
I was 23, my husband was 24, and at least two of the other people at our table were 21+. Apparently it never occurred to him that he could card us.
And when my husband called the waiter over and asked him to serve us, the waiter poured
him a glass and then walked away!!
I really stuck it to them in my letter. Among other things, I told them that I was planning my own wedding (which was true) and that NWIH would it be at the Ritz-Carlton!
Hope you hear back from them and the matter gets resolved to your satisfaction.