Britannia Hotels Ltd review: Not allowed to book in because did not have id

We booked our stay by phone in October for the Grand Hotel Scarborough for two nights 21/22/12/2024 confirmation number [protected] paying 154.91. When we arrived, they would not book us in because we had no photo ID. We had a bank statement to prove we had paid in full we had our bank cards and a bus pass we had stayed there in June for my wife to celebrate her birthday, when no ID was required. We had driven 80 miles to get there, it was cold, dark, raining and blustery and my wife has mobility problems. No concern for our welfare was shown, we were just told it was company policy. We have phoned up to complain, but were left on hold. We have sent e-mails witch they replied they would investigate the case, but 4 weeks later we still have not heard anything. We would like a full refund as you do not need ID when paying over the phone you are happy enough to take money, your system appears flawed and unfair to pensioners who are not that computer-literate. We are also not happy with the attitude of your reception staff. I look forward to your reply