Carrington Hotel review: Receptionist Carrington Hotel Bournemouth

Hi there,
I have stayed in your hotels on many occasions in the past and that's why I have been taken aback and simply had to lodge a complaint against the receptionist responsible for this terrible behaviour.
I have a severe case of osteoarthritis and fibromyalgia and cannot sleep on a hard mattress so at the time of booking I sent a direct msg to the hotel (by proxy viaBooking.com) using their 'special instructions' asking for extra duvets to soften my bed and therefore be able to sleep. I'd initially booked⁵ for 5 days so imagined they would be happy to facilitate my request.
I was told an emphatic 'no' because 'they don't keep spare duvets'
I have worked in hotels long enough to know that this was of course not true
I was told that because I had booked a double room and they had upgraded me to a twin( I politely explained that i was travelling with my son and a twin room was a prerequisite)I therefore didn't need another duvet...? again, I calmly explained that I am with my son and as such had requested a twin room with a bath. At that point she saw my initial email on Booking.com. she then said that she couldn't make any promises but she would she what she could do. I then asked a lovely staff member and she sorted the duvet.
I also asked her if there was anyway we could change our tv from a 19" one to one a little bigger because I have bad eyesight and it would have been good to be able to watch TV in bed but again, I was labelled a trouble maker for simply requesting

I would like someone to view the CCTV plz as I am not a rude person and I feel that both of my requests were absolutely reasonable.
I asked reception if I could see a menu for the evening meal as was told its 15.00 per head for the a la carte menu. I refused to be spoken to so badly so, knowing she was on reception, asked my son to get the prepaid vouchers for the a la carte menu...which he duly did.
When we arrived in the restaurant and I saw that in fact it wasn't a la carte, it was a buffet ...reminiscent of my primary school, I simply asked for a refund as I felt I had been mis-sold. I would never have paid 15 quid each for frozen vegs and dry meat.
I was refused the refund and told I was a trouble maker. I was told it was a la carte...not buffet?! She pointed at the voucher and very sarcastically said its no refund policy . Surely that doesn't count when there's been a clear miss sell.
This woman has made my stay just horrendous. She has no ppl skills whatsoever and is the reason I didn't continue our stay and will never book the Carrington again.
I was mis-sold to so at the very least I want a refund for the evening meal.
I couldn't watch TV in the evening as the screen was too small, this could have been rectified but wasn't. So really I'd like a refund for some of the hell your front of house has put be thru
I look forward to someone viewing the cctv to see that I am anything but rude. In pain and stressed yes but rude; no way.
Claudia was so rude to me that it ruined my stay.

I would have rather not had to move hotel but this woman has made my stay untenable. Sadly Non of the staff like her which i find so odd . The Carrington hotel is a very run down and unhappy place. "Claudia thinks she ownes the hotel "that's what is said about her"
I'm afraid that with staff like her at your helm, your terrible trip advisor reviews will struggle to improve.
Beth mayoh
26-1st

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