A HOTEL boss branded a guest "an arrogant b****" after she complained about his poor customer service.

Manager James Green also told Charlee Hann she was better off cancelling her booking as his job is "hard enough without being insulted", before saying: "Karma will get you in the end."

Charlee had booked to stay at Westward Ho in Folkestone, Kent, with a group of friends through Booking.com.

She queried why a payment was pending on her card when she had opted to pay in cash on the day, but was sent a "blunt" reply telling her to put money into her account to cover the security pre-authorisation cost.

Charlee admitted she had misunderstood, but told the hotel: "This confusion could have been avoided if it was explained beforehand, and better customer service wouldn't go amiss."

She thought that would be the end of it, but Charlee was shocked when she received "another rude and unprofessional" response.

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It read: "I really think it would be best if you cancelled. Our customer service is clearly not up to the standard that you require.

"I would rather not have you staying here if all you are going to do is complain and make rude remarks.

"My job is hard enough without being insulted."

Charlee, who later acknowledged her message "may not have been to some people's taste", responded with: "Well, you clearly have a bee in your bonnet you impertinent human being.

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"I wouldn't want to stay there now even if you paid me. I hope your day is as unpleasant as you are."

And James said: "I speak as I am spoken to. Karma will get to you in the end, you arrogant b****."

He then followed up with a parting shot referencing a hotel regularly rated as the worst in Britain: "I recommend you go to the Grand Burstin, that is where people like you deserve to go."

Mum Charlee shared the heated exchange on Facebook where it fiercely divided opinion.

Some suggested she was entitled to vent her frustration at the "obviously rude" manager, while others said he was very much in the right as she threw the first jibe.

One person wrote: "You threw an insult first! How were you expecting them to respond?"

Another said: "Good for them!"

But a third posted: "Disgusting response really. How rude. Calling you a b**** is unnecessary and completely out of order."

I reserve the right to give as good as I get.

Charlee has since said she was never going to "sit back and let this person insult me", while James claims she did it first and he "reserves the right to give as good as I get".

He told The Sun: "I simply made a perfectly reasonable suggestion that she cancel rather than stay and be unhappy with the service that we provide. She threw the first insult."

And Charlee told KentOnline: "I personally go by reviews when I book somewhere to stay, and I felt people should be made aware of how the hotel are treating their customers.

"People post enough complaints about having a 'bad curry' and I’m not one to slate a business, but this was totally unacceptable."

James, who charges upwards of £45 a night, added: "The guest was clearly not happy with the answers that I gave to her questions and demands even though they were clear and concise.

"It was clear to me that she is a needy and entitled individual.

"We have had an extremely busy summer with 100 per cent occupancy for the last four months solid.

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"The hotel staff have had a lot of stress to deal with but have tried their hardest to keep customers happy.

"It is only fair that they are treated with respect and it is my job to protect them from arrogant customers like this one."

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