雅思口语P2 Describe a complaint that you made and got a satisfactory result(文字版）

I would like to talk about a time when a couple of friends and I decided to go on a trip together. It was like during the last year's golden week and we traveled to Tokyo. We actually booked our hotel online and also had a hotel car service to send us a driver because we had never been there before, so we would get lost if we were left alone. We were supposed to arrive at night, so if anything bad happened, it would be like very disastrous and apparently, we met a problem when we landed, we retrieved our luggage and to our great surprise, nobody was waiting for us. When we tried to call the hotel service, they said they were not aware of our arrival at first, and then I thought maybe I made a mistake during the reservation. I double checked seriously and couldn't find any mistake from my side, so I called it again and complained the situation. They checked into their system and the receptionist finally saw our reservation and they might have a mistake or something. Eventually, they sent us a driver in the following half an hour, probably in one hour or two hours. We spent three nights in the hotel, so it wasn't bad at all.