Bookings using private apartments of low quality and rude owners

I recently booked a hotel on the bookings. Com app for Western Cape for my parents. I live in Cape Town and hence I was fami**** with the Knightsbridge Apartments and booked there. The owner of this unit 105 in particular is an extremely old rude man who always cut my calls, would not give the customer a chance to speak or share complaints and went as far as calling 90% of people including me an idiot. That is certainly not what bookings should have customers deal with. This unit in particular spoils the reputation of Knightsbridge apartments. There are 21 reviews on their website of this same nature based on this unit. The Matress and bed was not up to standards and my mum had to visit the Dr after 2 uncomfortable nights with major back pains. The Toaster was disgusting rusted and dirty. The apartment shower was not clean amongst many other issues and the unit was totally horrible. Overall they hated the experience but most of all this rude man when spoken too stated it's not his problem if my mum has a bad back? Does that make sense to treat a customer like this. He has other complaints of this nature and seems to use his arrogance to justify everything and treats customers very badly. Bookings should certainly remove him from their site.