Extremely poor service received from Riverside Hotel staff member

Good morning

I trust you're well.

I'd like to complain firstly about an email I received, stating that I have not made payment for my booking. I've made payment for this booking over a month ago. Furthermore, I called just yesterday to confirm that all is in order including payment, which was confirmed by the reservations department.

Secondly due to the below email, I had to call again to make sure that everything is in order. I had to deal with an extremely unprofessional woman named Roall or something to that effect. Instead of asking for clarification about the details under which my booking was made, she decided to rely on what her brain was telling her she could hear and still insisted that I said a certain name. Even if I supposedly said a certain name, I also gave her a booking reference so I can't understand why she couldn't pick the booking up using this? In addition she spoke while I was trying to speak and she was not apologetic in the least and continued to instead say "that's fine" when I called her out on her behavior.

I do understand that this must be a busy period for the hotel, but I still expect to be treated with professionalism at the least.

Regards Kimona