Hotels.com pathetic service

Booked thru hotels.com and arrived at the Cozy Challets, which was disgusting. When ordering I selected aircon in which there was none in the room in the heat of Johannesburg. The room was also not ready. I tried phoning hotels.com to get nowhere. No answer just a recorded message telling me to push a pound key which was not available. I have tried for 2 days to rectify this to no avail. I wish my money to be refunded. Pathetic service