rude and ******

this resort is run by Tracy whom speaks and decides on behalf of the owner who would not call me when i presented them with a complaint. the complaint was an easy one to resolve but sadly i was met with arguments and attitude from Tracy at the front desk. when i first arrived to her desk to complain there was a Caucasian gentlemen waiting behind me busy on his phone. she kept giving me attitude and horrible responses when i presented my complaint, she had also been looking over my shoulder towards the gentleman behind me as if to signal to him that she is done with me. i had given her my number to please ask the owner to call me and then i left. after an hour and a half i returned to her desk and was met with a dont care attitude from her, i asked her why er boss has not called me yet, to which she rep**** that "If i had given your number to my boss, then maybe he could have called you". i was shocked and asked her why she had not even called him to give him my number, her response was that her boss is busy and because she works for him for 3 years she knows what he is doing even without calling him. i then stayed by her trying to get her to call her boss and then i came to sit in the chair next to her and she pressed the panic button and got ADT to the premises. ADT had arrived to escort me off the premises, he was told by Tracy what the compplaint was about and he said she should call the police to sort it out as i am willing to leave the premises if she would just attend to my complaint and listen. my complaint is as follows: the rooms are too cold for my mum who is very sick and also the shower is set at a very cold temperature, is there anything that the resort could do to assist? if there is nothing then who can i speak to to get a refund for the remaining days (as we only stayed for 2 nights and was booked for the week)? i did say to Tracy that i feel she is being very ****** towards me, to which she rep**** that she has Muslim cousins. i am unaware that Muslim is a race. i wish that we could see the footage of the incident.