I made a mistake by booking the room for someone else through my account. So the person staying wasn't me. But Mariana rather than being helpful in correcting this mistake (very easy to do, cancel a booking and change the name) she was extremely rude and aggressive. Not very helpful. But she agreed to do a refund so that's okay. I imagine she would have been okay if I hadn't made something that wasn't allowed. She is just quite pedantic.