Не очень Not good

We arrived at the hotel at 9:00. Since check-in is at 14:00, we left our bags at the hotel and went to the beach. The sea is not far away. The lobby is nice and clean, but a "surprise" was waiting for us at the reception. There was no reservation for the room. I presented the voucher, but no one wanted to look at it. They told me there was no reservation for you. And no one wanted to sort it out, they waved me off and said - it's not our problem, sort it out yourselves. How can this be, because everything starts with booking a room, how could they arrange a tour for me? WI-FI works very poorly, so it was very difficult to contact the tour operator. A little later, the administrator came and said that they sorted it out, and they would come for us in 2 minutes, take us to another hotel. They fed us, the restaurant is also clean, the interior is pleasant, the food is not bad. A very nice woman served us. Then 2 minutes turned into 2.5 hours. They responded reluctantly to our questions. And the fact that they sorted it out was presented to me as a huge favor, and I thought that it was their job, maybe I'm wrong. I really didn't like the attitude, the vacation began with a lot of stress. I understand that everything happens, mistakes, I don't know who is to blame for this, but they simply told me - it's not our problem. Is such an attitude normal? Everything was booked a month in advance. Later they moved us to another hotel, I liked the attitude at the reception there much more. The guide who took us to another hotel said that the hotel administration made a mistake and did not include us in the list.