“great views, shame about the service”

When we arrived our booking had been changed other than requested, the keys to our could not be found and the receptionist used a 'pass' key to show us our room - twin-bed room for a family of four. We went back upstairs while booking could be sorted out. It could not, we were told that the hotel was fully booked and there was no other room available. They offered the room at a reduced rate and placed a fold out bed in the room for my 8yo, my 3yo slept with me. The next day upon check out, we found that the room had not been reduced by the amount we were told the night before. We asked for an explanation and was looked at blankly and told that she could not understand the situation, there was no management to talk to. When another bill was presented there was still no amendment to the bill and with language being a problem as well as reluctance to even try and understand out plight we ended up paying for a very unsatisfactory experience