Ужасный сервис Terrible service

Stayed with friends for a week. For our reasons, we were late for two days, I called Lyudmila the day before, she confirmed by phone that we would not pay for the two days that we did not spend the night there. Also received a confirmation from the booking about changing the booking. Upon arrival, they began to pay Lyudmila. She demanded 13.000 from us, although the booking indicated an amount of about 9.000, plus they also sent an advance payment of 2.400 for one night to the card (by the way, they ask for an advance payment "illegally", they write in a personal in booking). After much discussion, Ludmila agreed that we pay for one of the nights that we did not spend there. Later they found Irina's number (apparently another manager), called her, she said that we were supposed to be 8850. And even when Lyudmila had already come to return the money, and here she tried to get a little bit of her benefit - she asked to pay 8900. In total, we there were 6 people for three rooms, we were returned about 15.000.
Therefore, be very careful when you pay and when you send an advance payment. Even with such boorish behavior, Lyudmila in a conversation calls everyone diminutively: Pashenka, Dashenka, etc. , which can be confusing, be careful! We also left a large beautiful bouquet on the table on the common balcony, but one day it disappeared. According to Lyudmila, it was blown away by the wind and the cleaner threw it away, although the bottle from under this bouquet was left on the table. In the end, she generally said "that you feel sorry for your broom. "
Another of the minuses: ice water suddenly starts to flow in the shower instead of hot, an uncomfortable staircase, somehow they asked to wash the floors on the common balcony near the room - instead they gave us a broom in our hands.

To sum it up, I would not recommend anyone to stay at this hotel. And I advise the owners to immediately replace the manager.