Awful apartment on bookings.com

I found an apartment on bookings.com from the 26th - 29th of June. The property is managed by hostedprop. I thought the apartment would prefect but that was not the case. When I initially contacted them they seemed to be agile but no they weren't. Upon checkIn i left my bags and headed out because I had to be somewhere, when I returned and wanted to go sleep the bedroom was cold (It's Winter in Cape Town) I tried closing the window only to find that the window frame was broken and but looking at the size of the holes on the window frame you can tell that this was a long standing issue. I then contacted the agent to assist me with getting this fixed, they told me that they could not assist me on the night but would send maintenance in the morning. I asked them if this mean I would have to sleep with an open window while it was so cold in CPT and they told unfortunately they can't do anything about it until the next morning. mind you the apartment had no extra blankets besides a duvet cover in the thick of winter thats all they had. I had to sleep on the couch that night. The next morning I left the apartment and the key where they instructed me to leave it, so maintenance can have access to the apartment. but guess what nothing was fixed when I returned I sent them WhatsApp texts and they ignored me meaning that they had no intentions of fixing this, I had to now find a plan to get extra blankets because the room was cold! I slept on the couch during the entire stay, I sent a message to bookings.com and no one has rep**** to my message till today!!! I do not know why they are unresponsive, so for a big company like bookings.com it's ohk for these guys to take my money for a service that was not fully provided for. I paid these guys in full but I slept on the couch the entire time, the agent had the audacity to ask me to give them a star review after not providing what I paid for. The apartment only had one hand towel, a cleaning fee was charged but the apartment was dirty the very couch I was sleeping on was very old. I need a refund because there's no way I paid to sleep on a couch???