Mint not leaving a good taste in my mouth

Booked the Mint hotel for me and my partner for her birthday after a long day. To our surprise while walking to our room we were informed that our place was way at the back of the place. My partner struggled as she has a very bad hip. She was born with her hip disslocated. This was communicated and we told them we could not stay here due to this. They gave us no choice but to leave and lose the payment made.