September 24, 2004

Dear Sir,

We have been annual visitors to your beautiful Island since 1991. We visited twice during 2001, and even came last September, directly following Hurricane Fabian. We usually stay ten to 14 nights per visit and certainly enjoy your lovely country.

This year we were to be on the Island from September 21-30, 2004. Unfortunately, this holiday did not happen, as it was 'ripped away" from us due to the outrageous and unprofessional management at Coco Reef Hotel. Please read the following synopsis, as the events unfolded.

June 2004; we made our reservation at Coco Reef hotel for our September 2004 holiday. This reservation was placed with Andrea Jennings, and we requested Room 311.

July; we received an e-mail from Andrea Jennings confirming Room 311 for our holiday vacation in September.

July 17; we began to read "negative press" in regarding coco Reef Hotel. These articles were regarding labour issues, etc. We felt very concerned.

July 25; we sent an e-mail to Andrea Jennings at Coco Reef hotel, stating our concerns due to recent negative articles in , and asked for her response. We did receive a response. She said that she could see how we believe published reports, but assured us that the status of the hotel was good with "happy guests" and that all was fine.

August 28 Ms Jennings sent us an e-mail "regarding our reservation". Unfortunately we were away on a one-way business trip, and therefore did not receive this message until our return the evening of September 3, 2004. Also awaiting us at home was a telephone voice message from Ms Jennings regarding same. She said that there was a concern with our reservation. It was late, and it was decided to return her call the next day, September 4.

We called Ms Jennings to discuss the problem with our reservation. We were advised that Room 311 was not available for us as had been promised. Rooms 311 and 312 had been made into a suite for the Chairman of the Board and was unavailable. Could other arrangements be made for us?

She offered us an array of other rooms, most notably 313, 315, 316, 317, and 318 as alternates. She also offered us rooms in the lower beachfront building, which we could not possibly accept due to Mrs. Hoekstra's knee condition. It was all discussed, and Ms Jennings would call us back the next morning, September 5th, so that we would have a chance to discuss the situation and make a decision.

Ms Jennings called us again as scheduled. This time she said that the alternate rooms offered to us the day before were not acceptable, as they had maintenance issues. She said she had checked these rooms after talking with us the day before, and they were not suitable for us.

She said that she knew we were very discerning people, and that the hotel was not in a position to offer us the type of vacation that we deserve and expect in Bermuda. She said that there were still labour issues with members of the "old Stonington staff" and that the transition turnaround was apparently going to take longer than anticipated.

She told of guests being heckled by old staff members, and of guests checking out of the hotel within hours of their "check-ins". (Due to the staff badgering them about how bad management was, and "why are you staying here" etc.) Apparently these guests could not or would not stay, due to this duress.

Ms Jennings strongly urged us not to come this year ? she offered us a full refund of our deposit ? she offered to assist us in finding alternate vacation lodging at Ariel Sands instead. She was very polite, but insistent that we not come this year (as they could not guarantee a good vacation experience this year) and to wait and come in the 2005 season, when "all the kinks" have been worked out of the operation.

Regretfully, we agreed for her to refund our deposit. We did not accept her help in getting us lodging at Ariel Sands. We wanted to think over this entire sad and baffling matter.

We could not and do not understand how and why we were not notified sooner. To be notified at such a late date (two weeks prior to us leaving for Bermuda) puts the customer at an unfair disadvantage. We are "regulars" on the island during this time slot during September ? we feel the matter was handled very unprofessionally by Coco Reef.

If they were having these problems at the hotel, then why did it take so long to notify us? We feel that our vacation was "ripped away" from us, due to very uncaring and unprofessional actions by Andrea Jennings, and severe lacking of professional management skills towards to hotel's staff and guests.

We feel that some sort of remedial action should be taken regarding this situation, and the continuing problems that seem to persist at Coco Reef. Due to our reservations cancellation, two other couples who had planned on vacationing in Bermuda during this same time frame, cancelled their plans to come to Coco Reef also. They felt that vacations were too precious to waste at a hotel where their stay would not be enjoyable.

Unfortunately, these two couples are also "repeats", who have been coming to the island for the past 25 years. What a loss for all of us ? and for Bermuda. It is not in Bermuda's best interest to have matters like this continue. What can you do for us and our plight? We look forward to your timely response, regarding this matter.