Dear Mrs Darya,We understand your disappointment for our services, but the truth is somewhere in the middle.Your reservation was for one family room and one three-bedded room for 7 people in the total.Accidentially earlier that day, apeart a problem with the A/C unit in the family room which was unpredictable. The hotel was full and we had no choices but only to put 2 funs in the room. Upon your arrival we mentioned this problem and the person of the hotel reception asked for apologise and in co-operation with you to see how we can resolve the problem. Unfortunately the hostess hwo was with you, got involved and attacked to the person behind the reception saying laud that "we always have problems with the greek hotels" and when he tried to responce to a coming call, she knocked hard her hand on the desk of the reception acuising him as rude!!! This person is not rude, he is very polite and proffecional. After that you did not want to stay in this family room without A/C. We asked you to move to a twin room and put an extra bed for the third person which you fund it unaccepable.Please note, family rooms are for families, futher, mother and 2 kids. Double bed is for the parents. We didn't know you are not family. However we promissed to refund the 30% of the total amount which you can see in your cc account. EXPEDIA is aware of the refund..We ask again for apologise for the unforseen problem and I am sure we all could be more collaborated without the involvment of the hostess who tried to show you how much cares her clients!!!!!!Your sincerelyElias Capodistrias-Cavalieri Hotel Manager