Poor customer Service

<p> </p> <p>I recently booked a room at Pont de Val for the 09/09/2017. The room is going to used for my Fiance to get ready for her wedding day at a venue around the corner at Vintage yard. The wedding is starting at 14:00pm but the check out time is 12:00 and we had already paid the deposit. The lady we are dealing with is Gema and she was not intrested in helping with our issue of staying an extra 2 hours and instead of assisting in some way she was very rude and provided poor customer service, then because of this we decided to cancel the booking because of her attitude but when we asked to cancel she told us that they would take 25% of the deposit paid which is complete ******* as they are willing to take our money for doing absolutely nothing and not even trying to cater for thier clients needs. I am very unpleased with the service provided and how she handled the situation and now we have had to make a plan and book out the room for an extra night just so we can stay an extra 2 hours on the day. I understand that there are policies in place but if we have already paid then surely there could have been a better way to handle the situation, i deal with customers all the time and i make sure that any issues or quieries that my customers have i will do my best to assist or atleast make a plan for them and Gema did not have the same attitude. I will not be going back to Pont de Val and i will make sure that i spread the word of how unhelpful and how badly they treat customers that have already paid.</p>