Хамство Rudeness

I want to tell you about the situation that arose in my boarding house "Breeze" in Zatoka. In July, we decided to send a grandmother with our two children near Odessa for 8 days. We have favorite boarding houses, but this time I bought into advertising and chose Breeze. I bribed a large pool - my children love to splash in them. By the way, great respect to the creators of the site - wonderful photos! Communicated with management by phone and email. They explained to me that rooms are booked only subject to an advance payment of 25% and they sent a bank card account number to Natalia Khlivnenko with a request to indicate “account replenishment” in the payment. I paid 2000 UAH. But a week before the holiday, an unforeseen situation arose and I called Breeze and asked to move the ticket for one day. They explained to me that this is not possible and I will still need to pay for this day. Therefore, we decided to leave on the scheduled day, but later.
Check-in time at Breeze is 12 noon, but I warned that we would arrive in the evening and would not have lunch. When we arrived, it turned out that for our family, a vacation in Briza would not be comfortable. Yes, the pool is beautiful, but, most importantly, it’s very far to go to the sea, you can’t even see it, although I checked on the phone, there was an answer: “first line”. It’s just important for me, because children are the eternal “I want to go to the toilet”, “I want to drink”, they forgot their mask, cap, water pistol, etc. And since my grandmother will remain with the children, I would not want her rest turned into an eternal cross with aching children (you can’t leave them alone at sea! ). The rooms are also disappointing - very cramped, stuffy, dark, damp. The bathroom is unrealistically small. We had a room in the yellow building opposite the pool, 2nd floor.
It’s very beautiful in the photo, but in reality, to get into the room, you have to go through a rumbling iron staircase, then on the 2nd floor along a very cramped, narrow terrace, next to each room there is a table, people are sitting very crowded, practically touching each other with their backs, you have to to squeeze through, the impression is a hostel of Soviet times. And the location is very far from the central streets of Zatoka (that is, from the market, pharmacies, normal shops, ATMs). I didn’t have time to evaluate the rest, but I already realized that my family would not enjoy the rest here. The children were very exhausted by the road, they were capricious. I asked the administration to reduce the time of our rest. I asked to settle us for one or two days (our prepayment exceeded the cost of two days of accommodation with meals).

Moreover, I approached absolutely benevolently, I perfectly understand that this is my mistake, that I blindly believed the advertisement, took the children to a new untested place that did not live up to expectations. The administrator, a nice woman, called someone: “Come, please, ” a man immediately appeared, who categorically offered me either to pay the entire amount of the ticket immediately or to leave the territory. When I tried to explain to him the situation, that we were on the road all day, the children were exhausted, it was hard to suddenly look for something in the evening, and our prepayment exceeded the cost of living for 2 days, he announced that he did not care, he did not intend to lose money and according to their rules, no money is returned. This struck me - I know firsthand that on this coast tourists are always very attentive and hospitable, which is very pleasant.
When I asked him to introduce himself, he said that he was in charge here, but he would not say his last name, because he did not want to, and if we did not immediately leave the territory of the boarding house, security would take us out. I was very surprised by the phrases “you will not prove anything! ”, “I will not show any documents”, “we never return money to anyone! ”, although I just asked to reduce the time of stay. Of course we left. This year, the number of tourists has significantly decreased here, so after 30 minutes we have already settled in Malibu (Gribovka). There, of course, there is a smaller pool, but how amazing it was to feel the contrast when we were met, immediately settled, helped to park the car, carry things, arrange the children, and only then did we come up and solve organizational and financial issues with the administration! (“Malibu”, thank you for a wonderful stay, we will be back to you! )
The next day I called the Consumer Protection Service and explained the situation.
There, I was recommended to start in writing to demand from the administration of "Breeze" information about the business entity that carries out activities, and state the reason for the refusal in the settlement. I arrived at Breeze and asked the administrator to show the documents that, according to the law (MANDATORY) should be in the corner of the consumer (which is primitively absent in Breeze), she called again: “come”, Mr. X appeared in “inadequate”, with shouting: “Who let you in here? ! ”, “no one will give you any documents here”, “get out immediately! ". When I asked who Khlivnenko N. V. was, to whom I transferred the money, the answer was: “no one” and “there is no evidence”, then threats and obscene language.
I did everything so that this situation did not spoil the impression of the rest for my relatives, but I'm scared to imagine what would happen if they went by train or bus!

An elderly woman with two children, with suitcases, no transport, no way to leave the children to withdraw money from the card for unplanned expenses, etc.!!!
In today's difficult time, when the tourist industry is fighting for customers, the management of the boarding house "Breeze" is fighting for money. I want to warn all readers, if there is no mandatory information about the subject that conducts activities in the public domain, then there are good reasons for this. That is, in the BREEZE boarding house, the rights of the consumer (client) in any doubtful situation will be grossly violated.
I wish good luck to everyone, pleasant impressions to vacationers, and employees of the tourism industry not to forget that with today's fierce competition in this area, a human attitude to customers is of great importance, which is practically nothing