Плохое отношение к клиентам Bad attitude towards customers

I will share my bitter experience with Seraphim. It so happened that they did not get to rest this year. The whole family went by car and the youngest daughter was severely seasick. It vomited at every turn. The decision was made to turn back. Mom and daughter went home by train, and my son and I had to go by car. The room was booked on 06/27/2019 (3 ​ ​ days before the trip) with Serafima, she said that the room was free, as the man had just canceled the reservation. On July 1.2019, when we were returning home, at about 8 am, I called Seraphim and explained the situation. He said that we would not be able to come and asked to return the money for the reservation (3200r). Serafima said that our reason was trifling, then she said that she was preparing a room for us, resettling someone. To which he told her that it was not true that the room was free. Serafima said that she did not return the reservation, as they refused before the arrival. I understand if I booked a room in winter or spring, and refused just before arrival, but I booked (! ) 3 days before arrival. I doubt that during these three days there was a large influx of tourists or booking calls. All this was voiced by Seraphim. To which she said that this year many people refuse to book and her whole business went downhill. We agreed that she would return half the amount, would not lose a client for the next year, and we would remain friends. The day was drawing to a close, but there was no money. In the evening, he reminded us of our agreement, but in response - silence. She never transferred the money, well, I hope these 3200 rubles will save her business, but I still have a residue from such an attitude. By the way, she does not answer the phone well. calls and does not return calls. So draw your own conclusions. And we as a family will fly to Abkhazia next year, but to a different guest house.