Overall let down

The terrible experience started before I walked in. I called to confirm my online reservation for one night in December & I couldn't understand a word the man was saying as he could barely speak English. When we arrived after a 6 hour drive we got to the room the TV & aircon weren't working. The female receptionist couldn't communicate properly either. The staff kept walking in & out with the maintenance man while we just sat on the bed waiting. Nothing got solved ! The next morning our breakfast was over an hour late after we filled in a form for breakfast times. The staff in the kitchen (at 7) were speaking so loud that the manager eventually had to go in. We spoke to the manager in the morning and she said they would refund us and took my banking details & apologised. I contacted Addis B&B and still haven't received my refund as they promised. The staff and overall experience on how they dealt with customers was appalling. Won't recommend it till the owner or management changes how they run the B&B.