CLIENT HUMILIATED

I made reservations in EXTENDED STAY AMERICA Hotel Miami-airport AT DORAL, confirmed with the numbers 96546486 and 91407924, to my family for 6 (six) nights from the website Travelnow. (1 room for 2 adults and 2 children and the other room for 2 adults and 1 child) from 16 to 22 of January of 2006.
When I arrived at the Hotel to check in at 3 p.m. the front desk personnel (Gustavo Cavalero) said that my reservation in his computer was only for 2 people in each room and that the hotel didn’t have room with two beds. So, I asked to talk to the manager Raquel Papaterra, who was at the hotel at the time but only came to the reception 40 minutes later. During the time I spent talking to Gustavo Cavalero there was another employee called Sergio who was cleaning the reception and made things worse because he got on our conversation and he was constantly changing his voice tone and trying to intimidate us.
One hour later after many attempts to prove to Mr. Gustavo Cavalero through the confirmation print outs from Travelnow and dialing 877-542-7695, with no luck, Mr. Cavalero said that he could give me a room for U$ 195,00 my original price bought through the Internet was U$ 110,00, I did not accept this value. Then, after 30 minutes more of arguments Mr. Cavalero offer the same room for U$ 125,00. Considering that we arrived by car from Orlando to Miami my family, 4 adults and 3 children, were extremely tired, I decided to accept the proposal and try later to get my money back.
When everything seemed to be ok the same employee Sergio pass me and said OFFENSIVE words in a voice tone that I and 2 members of my family could listen to, he caused a reaction in our group. We were insulted by the Manager that canceled our reservations and said to leave the hotel.
I am sure that is not the way to treat customers. Attached I am sending a copy of my reservation to prove that I was right. I and my family couldn’t be mistreated like that.
This letter was send three times to Extended Stay America central office and they didn’t answer.

Guilherme