Key deposit not refunded after key broke because of faulty lock!?

We were in the self catering camping 1-3 Aug '25

We paid the bathroom key deposit

We only used the key for the first time on the Sunday, it was not fitting properly in the lock, when trying to open the key broke

We pgoned Charmaine and a guy came to fix the lock, he also said the lock was not installed properly since the metal plate for the lock was missing as well

We asked for our key deposit and Charmaine rep****: "Kindly note that unfortunately, they will be no refund, as the key was not reported from the Friday until it broke on Sunday."

As mentioned we only used the key for the first time on Sunday when packing up

Please refund our deposit ASAP