Extremly bad service towards a customer

One of navy member was booked into a room of where 2 people were sharing,one of our colleagues called in to inform the hotel staff that the paring was not acceptable due to the difference in rank with the person they had placed him with,the hotel staff rep**** to her saying it is not a problem since well there is a large group booked in they will find him a sharing partner.<br> On arrival the member paid of the bill indicating period from 17 mar- 05 Apr. Now the member was locked out of the room and told that its due to insufficient funds as the room is R600 per day , the navy representatives went today to the hotel to resolve the matter,the hotel staff claimed that the name list submitted didn't indicate gender and was only noticed on arrival that he was placed with a female,then allowed him to stay in with out informing him about the price change ,i requested for the name-list, they said yes and went to the office for 3hr only to find out that the list did indicate gender and that the hotel failed to inform our organisation prior to arrival.now the matter is still hanging awaiting the meeting with the general manager on Tuesday.