Reservation under the name xxx xxx

these guest were impolite , the lady entered the reception and i told her that i still have not charged the payment of her room and she started shouting. Her son and husband were trying to make her relax . None of them was speaking english , only Italian. I tried to explain them that i only informed them but she kept shouting . She checked in free of charge after the time the reception is open and she was behaving like that. Then i provided them with 6 waters, tooth paste and toothbrash and shampoo. I gave them a second pare of keys because they were 4 people. The room they are staying is a big appartment . To keep them satisfied i sujested them to come for breakfast in the morning with half price . They entered the reception saw the breakfast and infront of the other tourists said we do not want your breakfast and they left. Then she said that when she booked the room she thought the room was all white , i went on booking.com and i sawed her the room which was exaclty the one she booked and she replied i thought it was like the ones with the sea view. She made an asumption of her own and then she was not satisfied . This behavior is really bad and now she texted me that she wants to cancel her bank action and leave the room. She can leave from the room whenever she wants but she can not take back her payment .This room never had a problem and she is acted really immature . We have been cooperating with booking so many years and we are parteners . I expect your support because if they cancel the payment the room stays without guest and do not pay for their stay. They already caused so many problems with their behavior and all this defemation based on lies and not facts can be charged by law. I expect you to handle this situation before we do it . Call me for more informations on this number : 0030 6983894746