Two years staying at the hotel for one week per mo...

Two years staying at the hotel for one week per month, I go with my girlfriend with the booking reservation and since I do not have a passport since I was doing the visa and they had it stamped ... they do not let me check-in, I tell them that I am a regular customer, they tell me that they already know me but that they don't let me in. I ask for the refund since they are the only ones who can do it and they tell me to get away with booking. Unfortunately, bad things weigh more than good things. And that's why I give them a star, although for everything else it is a hotel that I would recommend.