Translation of Lücke

Let me explain: A company that has may difficulties needs to change its behavior, its organization, its business plan and sometimes the entire management. In this case, change must happen anyway.
The bus was supposed to leave at around 4 o'clock in the afternoon, so that I still had two to three hours to organize. I went for lunch at some strange place and hardly ate as it was too ugly.
He started to shout and to curse at my wife and me, but we did not give him additional money. I am convinced that he knew exactly that he did not take us to the original hotel but to a fake one.