At arrival, our booking could not be found. Not ou...

At arrival, our booking could not be found. Not our mistake! Reason was that the accountable hotel staff didn't read page 2 of the relevant mail. "We always get a one pager, so we never read a second page." No excuse at all. We had to pay again (got a refund at leave, though). "Check it out with your travel agent. We are not responsible." They were!! Our response: "We paid already, the agency is on the other side of the world - it's 3 am overthere." "Sorry, we can't help it." No service at all (our room rate was over 900$ per night - not 90...).
Price policy is ridicoulus: extra payments for everything! Breakfast was 45$ per person.
Never again!! Second star is for location.