Отвратительный сервис в СПА Terrible service at the spa

Disgusting service led by not very adequate owners. Three couples came to the SPA, paid for services, no one warned when paying that the outdoor pool was not included in the price. Moreover, we managed to get to the outdoor pool, because there were no signs or closed doors. When we realized that now we could not return to the SPA, we went to the reception and wrote an application for a refund for services that were not provided to us and were not properly explained. The statement pointed out in detail the errors of the staff, which led to a misunderstanding of the services necessary for payment. As a result: after 10 days (!!!!!! ) after 10 calls from my side, we received an answer that the director did not agree with the application and did not approve the return, referring to the fact that we spent an hour in the SPA from the moment of payment. Although we were at the outdoor pool at that time, we were not present at the spa at all !! ! I am waiting for a written refusal, I will write a legal request to this institution, I have never met such rudeness and disgusting attitude towards guests. Separate greetings to the director, who for 4 thousand rubles will receive a negative NPS for a significant part of potential guests. Although what kind of NPS, they never heard of such a thing. . .