I booked a room for my mother at Fitzwarine House Whittington (booking.com) for a nice little countryside get away. While showing my mother to her room the owner wondered out loud which room to put my mother in, and then stated that because she was due to have a party of 2 arriving and my mother was alone, she would put her in room 2 (a smaller room). She then took my mother into a room that was completely different from the one shown when I made the booking. The room I booked included a sofa, fireplace, a view of the castle, and was considerably bigger than the one she was put in (all of these features were included in the description of the room). My mother called me to inform me of what had happened and told me that she felt extremely claustrophobic and uncomfortable inside the room she has been placed in; although she said she would try and stay in the room to avoid any issues or confrontation. I decided to call the hotel to have her put in the room that I booked and was met with an extremely rude response. The owner made no attempt to hide her annoyance, and quite rudely stated that I booked a double room and so she could put my mother in any double room she wanted to, and not necessarily the one that was pictured when I made my purchase. While completing my booking I booked the last available room on the site, which stated the room included a sofa, fireplace, and flatscreen tv. The room my mother was put in did not include a fireplace or sofa and so that is not the case! The owner then continued to tell me that if I were to book a room at Premiere Inn, I wouldn’t necessarily get a room identical to the one featured on the site, so I cannot complain that my mother has been put into another room. I found this ridiculous as Premier Inn rooms are usually identical, so when booking a double room, you can be assured you will get something similar to what is shown on the site, even if the layout is different. I also found it funny comparing her hotel to the likes of Premier Inn, as I’m sure they would never talk to their customers in such a rude and unprofessional manner. I asked her very politely to put my mother into the room that I booked, and after some resistance, she finally agreed. Shortly after, I received a video call from my mother who was quite clearly very upset. She stated that the hotel owner had shouted at her and rushed her out of the room. I then heard the hotel owner shout “will you hurry up then!”. My mother is disabled and cannot move very fast as she is prone to falling, so I found this extremely disgraceful and upsetting! Finally, my mother was then moved into the room that I originally booked for her, but she felt her trip was ruined as she then suffered with a headache after the hotel owner shouted at her. The owner continued to have a horrible attitude towards my mother throughout the rest of my mother’s stay. I would never recommend this establishment and have informed friends that live in/around the area, and they have said they will warn people to stay away from this horrible place. I suggest the owner take a course on how to deliver effective customer service, decorum, and professionalism!…