Terrible hotel accommodation

I had a terrible experience. I booked 2 hotel rooms for myself, mom and mother in law. The hotel doesn’t have a lift and my parents battled to go to their hotel rooms as they had to use staircases. When we got into the hotel rooms they were smelling cigarette yet those were non smoker rooms. They did not have hot water and my parents had to use a cold shower. This was the worst experience of my life trying to celebrate my mom’s birthday???????????? this is definitely not a boutique hotel