Hotel Costazzurra by Interlux in Rimini

I am writing to express my deep disappointment regarding the lack of support and clarity I experienced while trying to resolve a recent issue with my reservation.
When I initially booked my room, the advertisement clearly stated "pay at the hotel – no payment upfront needed." Based on this, both I and a friend of mine confidently made separate bookings. However, a few days ago, I was surprised to receive a notification from my bank indicating that your hotel had attempted to charge me for three nights in advance.
Since I was under the impression that payment was to be made upon arrival, I had not ensured that the necessary funds were available at that moment. Nevertheless, knowing I would be paid shortly and was fully committed to my stay (having already purchased my flight), I contacted your team via the online chat to explain the situation.
The first representative I spoke to seemed understanding and agreed that I could make a bank transfer on 28/08, which was just a few days away and still well in advance of my check-in date on 03/09. I expressed my gratitude and asked for the relevant bank details to proceed.
Unfortunately, to my surprise and frustration, another representative later told me that I had to pay immediately via card or the booking would be cancelled – completely contradicting the earlier agreement. There was no willingness to understand or support my situation, despite my clear explanation and assurance that the full payment would be made just days later.
This inconsistent communication and lack of empathy left me deeply disappointed. As a result, I was forced to cancel my booking and arrange accommodation elsewhere, which is now far from my friend and has negatively affected my travel plans. What was supposed to be an enjoyable holiday has been disrupted by what I can only describe as poor customer service and misleading policies.
I sincerely hope you review the way such cases are handled in the future. At the very least, your staff should provide consistent information and show a basic level of understanding when a guest is trying to resolve an issue in good faith. Unfortunately, based on this experience, I would not feel comfortable recommending your hotel to others.