Marina Blue Ornos

This is about the reservations department. My brother had to cancel a non-refundable room after an accident, so I called for him because he doesn't speak English. The receptionist was polite and transferred me, but the person in reservations immediately asked why I was calling so much, even though it was my first call. She said they were a central reservations system handling lots of these requests and told us to stop calling. She also said she'd been off with covid for a week and had a lot of work to catch up on. She questioned why my brother had sent photos of his injuries. I understand those pictures may have been unpleasant, but he was trying to show that there really was a medical emergency. I couldn't even get to my reason for calling, which was just to ask about the status. Instead, I spent 10 minutes on the phone, I timed it, being told about all the things I'd supposedly done wrong, many of which weren't true. Your staff need customer service training. Maybe you don't care because the place is busy, but a simple, normal reply would have left me open to booking here someday. I was treated very badly, and now I'll never go there. I'm starting here by leaving this review, and I'll be a detractor.