It started with waiting for almost 5 minutes to be waited on due to no one at the counter, then scolded for knocking on the window. then an error with the booking then treated as though the customer service on the phone was more important than me standing right in front of her and was informed it was another customer. she then called her boss and told him I was calling her a liar. I had to ask for her to call him to get the room changed to 1 without stairs because I have bad knees. They refused and were very sarcastic and nasty. We have stayed there several times before and never had such an awful experience.