DoubleTree By Hilton Liverpool - aircons not working

I booked clients to the UK and in particular, the DoubleTree by Hilton Liverpool Hotel. This hotel is in urgent need of a refurb as it is not the same as the pictures on the internet. The aircons weren't working at all, only blowing hot hair. Clients called me to move them to another hotel when the maintenance person could not resolve the aircon issue and clients were told that it's 'an old hotel and that is how it is'. The hotel now does not want to refund my client for a night that he did not spend there. Unacceptable!