[redacted name] is rude and aggressive. We phoned reception to complain about mould in the room and the lumpy mattress. After his many denials he called us liars, and when we said we'd report him to Fair Trading he came to the room, stuck his foot in the door and was very argumentative and would not leave. Later we found he charged an extra fee to our credit card for calling reception after hours. My partner and I and our child were really shaken by the whole experience.