Unprofessional service

I was in Albert apartment in woodstock/capetown I had a booking from booking.com. I got at the apartment at 6 the apartment was not clean with boxes of pizza and the bad was like a mess like someone just left I called them to help they couldn't help I asked them for a refund the guy was on the phone he called me with a suggestion to offered me an other apartment in town city center( mutual height) I got there the apartment didn't have electricity like it was dark I called the guy again he said make a video call I did and he didn't know what to do he said im sorry I can't help I told him ok im leaving I need a refund he said ok .

Following day I called for my refund that unprofessional service happened on the 5/09/2022 the following I called they said I must contact booking.com for my refund and I did booking.com said they properly doesn't say anything about it I tool all the messages I sent to the property they kept on saying they didn't get any message from booking.com .

Today 9/9 I called in the morning a funny lady was drunk I think she was shouting at me and drop the call like there's nothing we can do while all these things are happening I've been sending them videos, photos of all the mess tonight booking.com sent me their email adress to talk to them cause they don't won't to refund my money while I didn't even use their place