Unhygienic hotel room&service

It was my first time booking in there based on reviews I saw from bookings.com I had paid for the whole weekend from Friday 25th til Monday 28th of April 2025. Unfortunately when I got there to check in they don’t even have a lift had to carry my suitcase all the way to their second floor, thereafter as I entered the room it was very smell, as though perhaps the carpet was damp from water or something , it was definitely not conducive for me to be able to sleep there, their bed was so uncomfortable and hard and their linen was not even clean just from the pillow there. I told them my problem they tried to move me to another room but when I went to check it out it was even more disgustingly smelly than the one that I was put into. Another thing they don’t even have a dining area , you have to go dine at some other restaurant next to the hotel and they said they give a person a voucher in order to eat there and that place doesn’t even do room service for if you want breakfast to be served to your room. The way the room was not hygienic at all for me to sleep in I told them that they should refund me my money in full and that they said they can’t do cause I booked through bookings. Com and I told them that I need a place to sleep and need my money and they gave me run around and we’re not willing to help me and I had to leave as I could not sleep there , mind you I don’t even come from Durban at all and was my first time there and they were not bothered what I do or refunding me my money for their poor and unhygienic rooms that they have include their bathroom that had a bit of a broken toilet flushing knob. The manager of the hotel has been ignoring since I have been calling and wanting my full refund as I did not cancel because I wanted too I cancelled because it was terrible place and unhygienic for me to stay in. Still til today I have not received my full refund and the manager there is not returning any of my calls when I was calling in the whole of last week for my full refund. If the room was good and hygienic and clean I would have not had such a huge problem but it was smelling of terrible damp mat and the bed was uncomfortable and hard and their pillows weren’t even clean too. I really would appreciate my full refund not them telling me I can’t get it because I cancelled, as I didn’t have a choice but to leave . That time I was waiting for something to be done and could only leave at 23h00 that time I was there from past 8pm and waiting for them to give me a good solution as sleeping there was not an option at all