Horrible stay

Dear Sir My husband is a member of Off beat he books every year or so. We enjoyed our stay as a family of 3 at St Michaels On Sea . The past 3 years the service went down. We are not asking for hands but quality service. We booked for the 3rd of Jan and what a disaster. We normally book a 1 bedroom or 2 bedroom. My daughter had to sleep in the kitchen. The staff came and just threw the matras there. My question is do you have to belong to a certain group to be treated like the chosen ones. We asked for the manager he said he will meet with us at 9;30 Monday morning. Rakesh never pitch just to listen to the problem. We left the 6January after we had to back them to see the manager. What hurt me most when my daughter and I were standing at reception and the lady on duty was talking to another colleague about the guest . That was really really low. Off beat and St Michaels on sea your are messing up with what was a family resort.