Disappointed Customer Unacceptable Service

I booked this accommodation through Agonda it was suppose to be a romantic getaway for my Husband and I... when we got to the place the room that was allocated to use was not functional, 1stly we were notified that the air-conditioning was not working indefinitely and people who live in durban would understand during summer the city is really hot... so that was our first red flag, when we got to the room the lights where not working and the windows did not open... the room was had a moldy smell.. the assistant informed us that we would get a refund as we chose to leave... its been 25 days later and I have not gotten so much as a Hello from this place... their customer service is ridiculous when ever I call in they are not able to assist and keep.asking me to email them which I've done one then a few times. For such a renowned Hotel accommodation company I really did not expect such a disappointing experience from them I strong suggest people do proper checks before booking such places as they don't inform you before hand of things that are not available. All the boxes had been ticked and thats the only reason I chose such a place.