Ramada Encore Bournemouth

Firstly I would like to say the hotel is very clean and the rooms were in excellent order throughout. However the poor customer service overshadowed all of the positive aspects of this hotel.
I travelled with 7 other friends as it was a friends birthday and we booked our rooms through a third party. When we went to check in, a guy named Adam at reception advised us that we needed to pay for our rooms.
After explaining that we had already paid, he still refused to believe that we had paid through a third party. Another one of my party guests even offered him the reference as this was the payment reference. He still refused to believe us without even typing in our payment reference. By this time he had eight frustrated women as we had already paid for our rooms and myself and another guest offered to pull up our credit card statements online to prove this.
We asked to see the manager and his reply was ‘er well I am the manager’!! Full of attitude that you would expect from a 15 year old chav.
We stood there for about five minutes telling him that we had paid for the rooms until we decided to call the third party to try and rectify this issue.
He took the mobile from my friend and carried on the conversation with the third party and I must say his manner was totally and utterly disgusting. He was so rude to the third party and I can only assume it was because he was about to eat humble pie.
After the phone call it soon became apparent that we were indeed correct and all he had to do was type in the payment reference. By this time we were expecting a ‘sorry ladies, my mistake, I havent used this system before’… The usual customer service speech to just exterminate the fire and keep your guests happy.
Did we get an apology… your guess is right. We just received the same arrogant attitude you would expect from a 19 year old that does not want to admit they are wrong.
Absolutely disgusted by the service. it is unfortunate because if he had just apologised the experience could have rectified itself. The hospitality industry is hugely based on the service.
The worrying thing is, it wasnt just some little saturday oink behind the front desk who didnt know what they were doing. It was a MANAGER.