On December 27, 2023, when we checked into the Blue Marlin Hotel, we were allocated to room 303 on the 3rd floor, directly opposite room 301, a self-catering unit. There was already a party in session in 301 when we checked in just after 2 p.m. after dinner, about 9:30 p.m., the party carried on with the noise getting louder due to the guests being drunk. I called reception and complained several times, the security came up struggled to get them to stop, Eventually they did but became angry and upset with us for closing or ending there party, 20 minutes later, the guest from 301 banged and kicked our door waking up my children in fear, they were screaming and shouting for us to open the door, I refused and called for the duty manager, he asked us not leave and stationed a security outside our room. My kids were scared and afraid cried to go home, when I approached the hotel the next morning for a refund due to events that had taken place the previous night, the GM refused us a refund and forced us to take a room that was a downgrade from room 303, the GM of the hotel verbally and almost physically abused us, the GM of this hotel had chased us out several times, almost using the "f" word, but I realized that my husband was recording the conversation. He forced us to take another room because he wouldn't approve a refund; he made me cry continuously and felt no empathy for the fear that was inflicted upon my children the night before. The GM was truly heartless and rude.
