Your customer service is terrible. I call to ask a...

Your customer service is terrible. I call to ask a simple question and notice that I require my room to be pet friendly and just because I book through an agency they tell me that they cannot do anything. The agency for its part tells me that I must deal directly with the hotel to ensure that the room is available. This has never happened to me with other less renowned hotels. The guy on the phone was really very pathetic, scolding me why I didn't book directly with them. I will contact them again to see if another more competent person answers the phone, IMPOSSIBLE. There are many other better hotels with better service.