нет клиентоориентированности no customer focus

The hotel is new, clean and well maintained. All balconies with sea view. I join the previous review about good audibility from the next room, because. was also in the same room. The staff is friendly, the food is delicious. Of the minuses: 1. the sea was visible from the balcony, but also the concrete building blocks in it. 2. for breakfast, the range of dishes is small. 3. The territory of the hotel is small. 4. descent to the water.
5. And most importantly. When booking, the administrator Evgenia sent an invoice for 1 day of stay. We paid for it and went boldly. Upon arrival, they immediately paid for all subsequent days of stay from the card, but after 2 hours we had an emergency in our homeland and we notified the administrator about this, warning that we were moving out. They asked us to return the money paid with the card. Because It was Sunday, the administrator of the day off could not resolve this issue and offered to wait until tomorrow. The next day, all the nuances were discussed with the senior administrator Evgenia, they promised to return the money. For 3 weeks there was a stormy communication with the accountant of the hotel, in which it turned out that the money would be returned to us minus 10% at the direction of the director. Actually, that's how it happened. I never managed to talk with the director, honestly called 3 times and did not find him in place. On the hotel website, I did not see information about a 10% deduction for canceling a reservation, and even more so there was no contract. Paid one day we lived, no more days. What is the 10% for? We could not pay anything at all during check-in, the day we have already paid for. Neither the director nor the administrator deigned to legally substantiate the reason for such withholding. This is such a disrespectful attitude towards customers. Dear hotel managers, there is a huge competition in Alushta! You need to attract customers! Not only have you lost the old ones, but I think that you will gain few new ones with such an attitude! P. S. and at first I thought after solving my problems in a couple of weeks I would return to Barton Park for a vacation. As a result, I went to my favorite boarding house "More". There and attitude at the highest level, service and quality!