Queenshotelportsmouth

My wife booked a function room at your hotel, she also booked 3 rooms to stay for us and family.
When we paid for the catering she asked to pay for the 3 rooms,as 2 of them were for her son & daughter and this was their Christmas present from her, Irene said this would all get done.
On the day they said the rooms had not been paid for,as payment never went through? Embarrassing at the reception desk for my wife, as she was annoyed that no one had contacted her. What made it worse was our daughter paid for her room as they said it had not been paid for.
It was my wife's 60th and where a bit disappointed that after spending all that money there was nothing in the room to acknowledge her birthday
We had a large cake made for the occasion and at the end of the evening they said they would box the cake up and we could collect it from the function room in the morning, all would be safe.
The next morning we looked for it and it was gone we told the receptionist and she went off to check all the fridges etc,she came back and said she could not find it and took my phone number to call me back, but never did, the cake was to have been given out in the morning for family and remaining guests.
Very poor customer service, on a special occasion