Халатное отношение к людям Negligence towards people

I can’t say anything about the boarding house itself, because it didn’t even work out. The situation is this. . . 10/07/21 called to book a room here for 4 people from 21/07 to 28/07. They said that there are free rooms, they asked the name of whom to book. The reservation was made and I asked where to reset the prepayment, to which they answered me to call back on the 15th and then reset the prepayment. As a result, I call on the 15th and find out that there is no reservation for this surname and there are no free numbers, and the answer is in a rude form. As a result, the family was left without a booked room and with purchased train tickets. Maybe the boarding house itself is normal, but the administrator on the phone is frankly boorish and she can’t work with people in any way. Since the boarding house will only lose customers. Therefore, if you are going to this boarding house, then there is no point in booking in advance, you can come and just stay on the street...