BOOKING.COM - BELOW STANDARD ACCOMMODATION

Through booking.com, I booked a room for Thursday, 18 April 2019, at Airport Diamond Guest House in Kempton Park. Upon arrival, the Receptionist didn't expect us, she wasn't helpful and she seemed irritated to have to attend to us. She showed us to our room which was a huge disappointment. It heavily smelled of cigarette smoke that had been absorbed into the bedding and curtains. The curtains were unhooked and hanging off the curtain rail. I opened a drawer to find that it had been lined with newspaper. In the bathroom, we found two used soap bars, the toilet seat's hinges were broken and after use, I found that the toilet would not flush. The main gate to the property which was directly opposite to our room, was continuously being opened and closed with pedestrians entering and exiting the property, some carrying open beer cans. Being two ladies, we did not feel safe on the property. We left to have dinner whilst I contacted the owner / manager via e-mail to state my concerns. He/She rep**** that they were on their way to the property to see to the issues I mentioned. Still I did not receive a call, but had to keep checking my e-mail for feedback. Eventually, I received a message stating that it had all been fixed along with a "sorry", thus proving that the room was not up to standard. I informed them that my friend and I decided not to return, as our safety was still an issue we could not negotiate on. The next day, I asked for a refund, but was told that I will not be refunded as the room had been "kept" for us (although there were several empty rooms), etc. I did say that I will make my review public to which the owner / manager responded that "God knows best" and that "Karma works" which I consider to be very unprofessional and in actual fact simply in very bad taste. I did also review the property on booking.com, but have not had a proper response from them as well. I find it unacceptable that they will continue to advertise and market the property on their site.