Ужасный сервис, не рекомендую Terrible service, do not recommend

I booked a double room by phone for 27.06-29.06, wrote down all the data. Upon arrival (12 noon) there was no free room, they offered to wait an hour and a half, it seems like something will be free. The staff spoke in a tone of "well, what will you do to me, be patient", "it happens. " No apologies for the inconvenience. A company of 2 families settled in front of us, who booked and left an advance payment for rooms that were also not available, the staff tried to put them in another room that did not suit them (2 different families, they wanted 2 different rooms, they also said to wait). After getting up at 4 am and a 6-hour journey, they did not wait, of course. The staff is either incompetent and unable to organize the work of the hotel, or simply dishonest and gives obviously impossible guarantees of accommodation. At least the book of complaints was given quickly enough, although by law it should be easily accessible and we should not wait for it.